Not entirely satisfied?
At Samen Groeien we believe it is important that parents and carers feel heard and taken seriously. Even so, it can happen that you are not satisfied about something or that things went differently than you had expected.
If so, please let us know. We take your question, concern or complaint seriously and are happy to look for a suitable solution together.
Discuss it with the member of staff involved
Does your complaint relate to the support or to a member of staff? If so, we would prefer that you first discuss it with the member of staff involved. Often an open conversation can provide a great deal of clarity and allow a solution to be found together.
Discuss your complaint with someone else within Samen Groeien
Would you rather not discuss your complaint with the member of staff involved, or are you unable to resolve it together? Then you can report your complaint directly to Samen Groeien. Your complaint will be handled by a designated member of staff who is not involved in the complaint themselves.
Independent complaints procedure
If you are unable to resolve the matter with Samen Groeien, or would rather discuss your complaint independently, you can make use of our external complaints procedure via Klachtenportaal Zorg, an independent complaints body for healthcare and youth care. Klachtenportaal Zorg can provide information about the complaints procedure and offer independent support in handling your complaint.
For the complaints procedure within youth care, Samen Groeien is affiliated with Klachtenportaal Zorg.
Independent complaints committee
When your complaint cannot be resolved through discussion or mediation, you can have it dealt with by the independent complaints committee. The complaints committee assesses the complaint independently of Samen Groeien and issues a ruling on it.
Independent support through Jeugdstem
Parents, carers, children and young people involved in youth care can also receive free support from an independent confidential adviser at Jeugdstem, the Dutch confidential support service for youth care. A confidential adviser can:
- explain your rights;
- think along with you about how to raise a complaint;
- help you write a complaint;
- support you during conversations about the complaint.
Jeugdstem is independent of Samen Groeien.
www.jeugdstem.nlWe listen and take concerns seriously
A complaint is never pleasant, but it can help us to further improve our support and way of working. That is why we handle every complaint carefully and take concerns seriously.