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Groen's Fitness Forge

Complaints and Disputes Procedure

At Groen's Fitness Forge, the quality of care, guidance and a safe treatment environment come first. If you are still unhappy with your treatment, Wmo support, how you were treated or how the care is organised, I would like to hear about it. Together we will look for a suitable solution.

Step 1: Talk about it directly

Do you have a problem, or are you unhappy about something? Start by discussing it directly with Christiaan Groen. An open, clarifying conversation often clears up misunderstandings straight away.

Step 2: Formal internal complaint

Did the conversation not lead to a solution, or would you rather submit your complaint in writing?

  • How: Email your complaint to info@groensfitnessforge.nl.
  • Confirmation of receipt: You receive a written confirmation of receipt within 2 working days.
  • Handling: Within 6 weeks at the latest, you receive a written, reasoned response with the decisions taken and any improvement measures. For an objective assessment, the complaint may be anonymised and discussed with a fellow professional.

External and independent complaints support

Did the internal handling not lead to a solution, or would you rather file your complaint externally straight away? Then you can use an independent complaints officer and/or disputes body free of charge. The route depends on the type of care:

A. Physiotherapy (Health Insurance Act / Wkkgz)

  • Independent complaints officer: KNGF (through Zorgbelang Nederland). Offers free advice, support and mediation.
  • Recognised disputes body: Geschillencommissie Fysiotherapie (GCF), the physiotherapy disputes committee.
  • Registration details: KNGF member number: P467025.

B. Support & day care (social domain / Wmo 2015)

  • Independent complaints officer & disputes body: Klachtenportaal Zorg (KPZ).
  • Supervisor: Wmo supervisor of the Municipality of Heerenveen / GGD Fryslân.
  • Registration details: Klachtenportaal Zorg customer number: 24222.

Costs & privacy

  • Free of charge: help from an independent complaints officer is completely free for you as a client.
  • Confidentiality: complaint files are kept strictly confidential, separate from the medical/support record (EHR), in a secure environment with two-factor authentication (2FA).
  • Retention period: complaint data is destroyed exactly 5 years after the complaint has been handled.