COMPLAINTS PROCEDURE

I strive to provide a space where you feel heard, respected, and supported. However, I am also human, and I recognise that I may not always get things perfect. If something in our work together doesn’t feel right, or if you feel unheard, I truly value the opportunity to address it.

1. Feedback

In most cases, a misunderstanding can be resolved through an honest conversation. I am always open to feedback—even if it feels uncomfortable to give. If you feel safe doing so, I encourage you to bring your concerns up during our session or via email. This often leads to a deeper understanding and a stronger therapeutic bond.

2. External Support

If we are unable to resolve the issue together, or if you do not feel comfortable discussing it with me directly, you have the right to file a formal complaint. Under the Wkkgz (the Dutch law for quality, complaints, and disputes in healthcare), you are protected and entitled to free support from an independent complaints officer. They can help mediate and find a solution that feels fair to you.

3. Filing a Complaint

Elara Practice is affiliated with the Central Bureau for Complaints Management in Healthcare (CBKZ). You can reach out to them in any of the following ways to start a formal process:

4. Fairness & Transparency

Filing a complaint will never negatively impact the care you receive or your standing within this practice. My goal is always fairness and open communication. Whether we resolve it together or through the CBKZ, your voice and your rights are the priority.

Last Update: February 2026