Additional important information
We strive to consistently exceed our patient’s expectations. This is not always possible. Thus we have protocols in place to help resolve issues that sometimes arise. If you have any complaint about the hospital services or staff please report any issues immediately to the nurse or supervisor on duty they will try and resolve the issue as quickly as possible.
However, we also understand there are times when you do not feel comfortable discussing this issue directly with your support team. There is an independent complaints officer within our facilities to offer you the support you need.
Complaints officer and mediation
When your feel you need additional assistance regarding an issue we urge you to make use of the service offered by the complaints Officer. The complaint officer serves an independent function within the hospital and can support you in a variety of ways.
- Listening- you can freely discuss the situation without the need to take further action
- Unbiased documentation
- Registering a formal complaint if needed
- Counseling and referral
In the event that it is necessary to proceed with a formal complaint this procedure will be ruled upon by the Maxima Complaints Committee. The complaints committee is a separate processes and power structure.
Contact the complaints officer:
Monday to Friday, 9:00 to 16:30 pm
by calling (040) 888 94 81
Máxima Medical Center
Attn complaints officer
Answer ID 10080
5500 VB Veldhoven
Your patient data are strictly protected. If data is collected to evaluate the quality of service within the hospital it will be done anonymously. If you object to your anonymous information being used for these purposes please make this known to the intake personnel in admissions.
Your rights and obligations
Between you and your clinician there are certain rights and responsibilities. These are defined in the Law on Medical Treatment Agreement or the WGBO. The WGBO covers your right to informed consent for treatment, the right to access your medical record, and your right to privacy and confidentiality. Any questions regarding your rights click here.
We frequently require blood or tissue samples for diagnostic purposes. Often the information obtained from the sample, as well as the sample itself, can be useful for further scientific research and education. We store these materials anonymously; they can never be traced back to the person from which they originate. If you would prefer your clinical materials are not used in this way please state this clearly to your clinician/specialist. They will ensure the laboratory makes note of your preferences.