Member of the Complaints Committee for Patient Care - patient perspective

Do you want to contribute from an independent position to the careful and person-centered handling of complaints within healthcare? Then we are looking for you!

About the Complaints Committee
Zuyderland Medical Center attaches great value to good, safe, and person-centered care. However, care or services may sometimes proceed differently than a patient or their loved ones expected. It is important that they are given the space to express their experiences and dissatisfaction.

Many complaints can be discussed and resolved at a low threshold, possibly with the support of a complaints officer through mediation. When a previous process has not led to an appropriate solution, the complaint can be submitted to the Complaints Committee.

The committee investigates and assesses complaints independently and impartially. Both the reporter and the involved healthcare professional are given the opportunity to explain their viewpoint. In principle, an oral hearing takes place, in which the principle of hearing both sides is central. Based on the investigation, the committee issues a careful and reasoned recommendation to the Board of Directors, which then makes a decision regarding the complaint.

A good complaints procedure goes further than assessing the merits of a complaint. The procedure offers patients and loved ones a safe opportunity to tell their story and feel heard. The perspective of the involved healthcare professional is also carefully included. Where appropriate, the hearing can contribute to recognition, the restoration of trust, or the closure of a profound period.

In addition, valuable lessons can be drawn from complaints. The committee therefore pays explicit attention to recommendations that contribute to the improvement of the quality and safety of care and services.

What will you do?
As a member with the patient perspective, you will contribute from this angle to ensuring an independent and expert process during the hearing and the drafting of a judgment and decision that is directed as a recommendation to the Board of Directors.

• You have an affinity with healthcare and services;
• You are able to read through documents, form a vision based on them, and form a judgment and recommendation from the perspective of a patient;
• You have excellent communication skills to shape a membership role during the complaint handling;
• You maintain an independent attitude during the complaint handling;
• You have knowledge of complaint handling regarding the Healthcare Quality, Complaints and Disputes Act or are willing to deepen your knowledge in this area;
• Experience as a member of a patient association or client council is a plus.

• A substantively challenging and socially relevant (side)task;
• A wonderful and challenging opportunity to contribute to improving the quality of care;
• Collaboration with expert committee members and an administrative secretary;
• A fixed fee per complaint, per meeting, and reimbursement of travel expenses.

• Appointment is made for a period of 4 years (with the possibility of a one-time extension thereafter) by the Board of Directors.
• Your time investment amounts to approximately 5 hours per complaint. This includes the preparation, the hearing, and the debriefing of the complaint.
• Hearings are scheduled with a fixed meeting schedule that is determined annually.

Welcome to the team
The Complaints Committee consists of a pool of members: chair, vice-chair, members with a medical background, members with a nursing background, and members appointed from the patient interest. The committee is supported by an administrative secretary and a secretariat. For each complaint, a committee is assembled that fits the nature and content of the complaint.

Want to know more?
Would you like more information or do you have any questions? Please feel free to contact Inge Boderie, senior policy advisor quality & safety, via 06-57436649 or Marlou Rietrae, senior corporate lawyer, via 06-24299917.

Do you want to be considered?
Then we would like to receive your motivation and CV. The selection interviews are on Tuesday afternoon, December 8, and Thursday, December 10.

A reference check and screening may be part of the procedure. In addition, a VOG (Certificate of Good Conduct) is required.