Complaints Procedure for Essence of Juji

1. Purpose and Scope

At Essence of Juji, we strive for the highest quality of care and customer satisfaction. The purpose of this complaints procedure is to provide a structured and transparent process for submitting and handling complaints. This procedure applies to all clients using the services of Essence of Juji.

2. Submitting a Complaint

If you have a complaint about the care or services you receive, you can submit it as follows:

  • Verbally: You can discuss your complaint directly with your treating practitioner or a staff member at Essence of Juji. We will aim to resolve the issue immediately.

  • In Writing: You can submit your complaint in writing by sending an email to info@essenceofjuji.com or a letter to:

    Essence of Juji
    Govert Flinckstraat 206A
    1073CC Amsterdam
    Netherlands

In your complaint, please clearly state:

  • Your name and contact information

  • The date of the complaint

  • A description of the complaint

  • Any relevant documents or evidence

3. Acknowledgment of Receipt

Upon receiving your complaint, you will receive a written acknowledgment within 7 working days. This acknowledgment will include information about the further procedure and the contact person handling your complaint.

4. Handling the Complaint

Your complaint will be investigated by the complaints officer at Essence of Juji. This person is responsible for gathering information, investigating the complaint, and offering a resolution.

  • Timeline: We aim to address your complaint within 4 weeks of receipt. If necessary, this timeline may be extended, and you will be kept informed about the progress.

  • Resolution: After the investigation, you will receive a written response outlining our findings and any proposed measures. If a resolution is proposed, it will also be included in the response.

5. Escalation

If you are not satisfied with the handling of your complaint or the proposed resolution, you can refer your complaint to an accredited disputes institute. Essence of Juji is affiliated with the disputes institute Geschilleninstantie St. Zorggeschil. You can visit their website https://zorggeschil.nl/ for further steps.

6. Wzd/Wvggz Complaints Committee

For clients who fall under the Wet zorg en dwang (Wzd) or Wet verplichte ggz (Wvggz), we have a specific complaints committee that handles complaints based on these laws. For more information, you can visit www.dwangindezorg.nl.

7. Documentation and Reporting

All received complaints are registered and kept in a complaints register. This register is reviewed periodically to analyze trends and implement any necessary improvements.

8. Information and Accessibility

We ensure that all clients and staff are well-informed about this complaints procedure. Information about the complaints procedure is available on our website and in our practice space.