Complaints may concern:

• Disagreements regarding the care and support provided;
• Schade die is ontstaan als gevolg van een fout tijdens de begeleiding door Kadera;
• Personal belongings lost or damaged during the stay, such as glasses, jewelry, clothing, or shoes;
• The way Kadera employees treated you;
• Violation of privacy.

A complaint can be submitted to the complaints officer via your care provider, by telephone (088-4222495), in writing, or via the website.

The independent complaints officer will work with you and the employees involved to find a satisfactory solution. The complaints officer will discuss your complaint with you and listen to your story. The complaints officer examines your complaint with an open mind and without judgment.

1. Discuss the complaint with the person against whom the complaint is directed.
2. If you are unable to resolve the matter with this person, you can contact Kadera’s complaints officer: by telephone, by email, or via the Kadera website.
3. You will receive an acknowledgment of receipt with information about the procedure within 2 working days.
4. The complaints officer conducts an investigation.
5. Kadera will handle your complaint within 2 weeks.
6. If the complaint is not resolved satisfactorily, the municipality will be contacted in the case of clients living at home.
7. If the complaint is not resolved to your satisfaction, you can make use of the external complaints committee.

The External Complaints Committee is an independent, impartial, and expert complaints committee that handles complaints from clients of Kadera and Humanitas Onder Dak. The External Complaints Committee is independent of Kadera. The External Complaints Committee consists of four members, who are entirely independent of Kadera.

The external Complaints Committee assesses whether your complaint is well-founded. The external Complaints Committee may make recommendations to Kadera. Kadera may adopt the recommendations of the external Complaints Committee or disregard them with reasons. The handling of the complaint is the responsibility of Kadera.

You submit a written complaint to the external complaints committee:

Kadera Foundation
Attn: the secretary of the complaints committee for clients of Humanitas Onder Dak and Kadera
P.O. Box 1058
8001 BB Zwolle

• This mail is being forwarded unopened to the secretary of the complaints committee.
• You will receive an acknowledgment of receipt within 7 working days.
• You will receive an acknowledgment of receipt within 7 working days.Klacht wordt in behandeling genomen
• An invitation to a hearing will follow.
• You will receive a decision regarding your complaint within 4 weeks, indicating what measures will be taken.

If you are unable to discuss your complaint with the care provider involved or the complaints officer, you can contact the client confidential counsellor. The confidential counsellor can support and inform you, but does not handle complaints. The confidential counsellor will not take action without your permission, so you can speak with the confidential counsellor without any obligation to look for a suitable solution together. The confidential counsellor can assist you during discussions with the employee involved or the complaints officer. She can also help you submit a complaint in writing.

De vertrouwenspersoon verricht haar werk onafhankelijk van Kadera en is niet in dienst van Kadera; zij kan u bijstaan tijdens de klachtenprocedure.

Duties and working method of the client confidential counsellor

The duties and working method of the confidential counsellor are as follows:

• The confidential counsellor serves as the point of contact for the client.
• The confidential counsellor takes no action without the explicit consent of the client. The client’s best interests come first.
• The confidential counsellor can inform the client about various options for reaching a solution. Ultimately, the client chooses the solution that suits him or her best.
• The confidential counsellor may advise the client to discuss the complaint with the person against whom the complaint is directed or with the complaints officer. The confidential counsellor may be present at those discussions as the client’s support worker.
• The confidential counsellor does not assume the role of mediator.
• The confidential counsellor may advise the client to submit the complaint to the complaints officer for further investigation. When submitting and handling the complaint, the confidential counsellor may act as the client’s support worker.
• The confidential counsellor can also assist the client during the submission to and handling of the complaint by the External Complaints Committee.
• The confidential counsellor provides aftercare.

Duty of confidentiality of clients’ confidential counsellor

What you discuss in confidence with the confidential counsellor remains confidential.

The confidential counsellor may not share information received from the client with third parties without consulting you. This duty of confidentiality remains in effect if the confidential counsellor is no longer working in that capacity. The duty of confidentiality does not apply to the court.

Contact details for clients’ confidential counsellor

If a client wishes to make an appointment with the client confidential counsellor, he or she can contact Jolanda Spelten, client confidential counsellor for Kadera, directly at telephone number 06 29 04 38 13.

If you are unable to resolve the matter with Kadera or if the complaints officer is unable to resolve the complaint, you can submit the complaint to the Disputes Committee for the Care Sector.

The Disputes Committee issues a binding ruling on the complaint. Kadera is affiliated with the General Healthcare Disputes Committee in The Hague.

Kosten

The complaint fee is €52.50. You will receive this back if the committee rules in your favor.