Complaints Procedure

1. Introduction

Ellymed considers it important that customers, patients, business clients and other involved parties can easily report any dissatisfaction. A complaint gives us the opportunity to carefully investigate a problem, resolve it immediately where necessary, and improve our services.

We handle complaints carefully, confidentially and without disadvantaging the complainant. Submitting a complaint will not have any negative consequences for the services provided by Ellymed to the complainant.

2. What is a complaint?

A complaint is any expression of dissatisfaction or report of a perceived shortcoming in a product, service, communication or process of Ellymed. A complaint may come from a customer, patient, business client, healthcare provider, supplier or another external party.

Examples of complaints include:

• dissatisfaction with communication or accessibility;
• delays in the delivery or publication of results;
• lack of clarity regarding a report, result or next step;
• a problem with blood collection, scheduling, sample transport or processing;
• a report that information may be incorrect, incomplete or linked to the wrong person;
• dissatisfaction with the handling of a previous complaint.

A general question, request for a change or compliment is not considered a complaint, unless the content clearly indicates dissatisfaction with our services or processes.

3. How can you submit a complaint?

You can submit a complaint in the following ways:

• by email via [email protected];
• via the contact form on our website;
• via a review platform when the review contains substantive dissatisfaction with Ellymed;
• via Erisietsmisgegaan.nl if you wish to use the external complaints procedure.

Preferably include your name, contact details, Order ID or User ID if applicable, a clear description of the complaint, and any relevant attachments such as screenshots or documents. You do not need to share medical information that is not necessary for handling your complaint.

4. What happens with your complaint?

After receiving your complaint, we first assess whether the report qualifies as a complaint and whether it relates to an activity for which Ellymed is responsible. Ellymed remains responsible for the careful handling of the complaint, even when information is required from an external party, such as a blood collection location, transport provider, software supplier or external laboratory.

We register complaints in our internal complaints register using a unique complaint ID. We also immediately assess whether there may be a risk to patient safety, the quality of test results, privacy or continuity of services. If immediate measures are required, we take them as quickly as possible.

Depending on the nature of the complaint, Ellymed may request information from involved employees, medical professionals, laboratories, blood collection locations or other external parties. Appropriate expertise is involved in complaints concerning medical or technical matters.

5. Response times

We aim to confirm receipt of your complaint within one working day. Within five working days, you will receive a substantive response, a solution or a clear progress update. Some complaints require further investigation. In such cases, we will inform you about the reason, the next steps and the expected timeframe.

If a complaint takes longer to resolve, you will receive an update at least every ten working days, unless we agree otherwise with you. For formal complaints under the Wkkgz, the statutory time limits apply: in principle, the complaint must be handled within six weeks, with a possible reasoned extension of four weeks.

6. Closing your complaint

Before a complaint is closed, an independent internal reviewer assesses whether the complaint has been carefully investigated, whether the conclusion is sufficiently supported, and whether the proposed response is appropriate. This reviewer is not involved in the subject of the complaint.

You will receive written confirmation of the outcome. Depending on the complaint, this communication will include a summary of your complaint, the outcome of the investigation, any measures taken and the opportunity to ask follow-up questions. If the complaint leads to improvements in our processes, we record these internally and monitor their implementation.

7. External complaints procedure and Wkkgz

If you are unable to resolve the matter with Ellymed, or if you wish to use an independent complaints officer, you can contact Erisietsmisgegaan.nl. Ellymed is affiliated with this external complaints procedure. The complaints officer of Erisietsmisgegaan.nl is independent of Ellymed and can assist in discussing and resolving the complaint.

If mediation does not result in a solution, the complaint may, under certain conditions, be submitted to the Wkkgz disputes committee of Erisietsmisgegaan.nl.

8. Confidentiality and privacy

We handle complaints confidentially. Personal data and any medical data are only used to the extent necessary for handling the complaint, quality assurance, legal obligations or demonstrating that the complaint has been handled carefully. Data is not retained longer than necessary and is stored according to the retention periods established within Ellymed.

9. Learning and improving

Complaints help us identify risks, issues and opportunities for improvement. Ellymed periodically analyses complaints for trends and recurring causes. Where necessary, we take measures to prevent recurrence and further improve our services.

10. Contact details

To submit a complaint or ask questions about this procedure, you can contact Ellymed:

Email

[email protected]

Postal address

Ellymed
Westplein 12
3016BM Rotterdam
Nederland

Chamber of Commerce number

89714156