NMT Complaints Procedure

Most patients consider their dentist to be professional, reliable and client-friendly. Nevertheless, unexpected situations can occur in which the patient is not fully satisfied and wishes to submit a complaint.

Dental information Line (TIP)
Dissatisfaction is often the result of a lack of understanding. By having an open and honest discussion with the patient, you can often remove any uncertainties that may exist and resolve the complaint. The patient can also contact the Dental Information Line (TIP) at the NMT. If this does not lead to the desired result and the complaint is not resolved, then it's important that you have an effective complaints procedure in place.

Legally required
As a party providing care to patients, you are legally required to have your own complaints procedure in place. The Client’s Right of Complaint Act in the Care Sector specifies that this is required. In addition, you must inform patients how they can submit a complaint within the practice. As a member of the NMT, you can easily and simply comply with all the legal requirements by participating in the NMT Complaints Service. Participation costs €75 per whole calendar year (as of 2012).

Complaints procedure
70% of complaints can be resolved via mediation whereby, under the supervision of the Regional Mediation Council, a solution is looked for which is acceptable to both parties. If necessary, a dental examination can be carried out. If the mediation effort succeeds, the result is recorded in writing, and the parties have resolved the problem together.

However, if the mediation effort fails, the complaint can be dealt with further by the Central Complaints Committee, in which case the dentist and the patient are invited for an interview and are requested to explain the problem that has arisen. Several weeks later, both parties are informed of the decision in writing. This includes a determination as to whether the complaint is well-founded or not and whether the decision should also be accompanied by a recommendation. After being informed of the decision, the dentist against whom the complaint was submitted is given one month to submit a written response. The decision taken by the Central Complaints Committee. Complaints cannot be appealed.

Participation
You can participate in the NMT Complaints Service by registering via e-mail. Send an e-mail with your name and membership number to: administratie@nmt.nl. You will then receive a confirmation.

More information
For more information about the NMT Complaints Service, please read the information brochure or contact our Members’ Service by telephone at +31 (0)30 - 60 76 380.