Complaints and improvements
We hope you are satisfied with the service we provide. However, it could be that things went differently than you expected or wished. If you are dissatisfied with any part of our service, please do not hesitate to let us know. We hope you are satisfied with the service we provide. If you are not satisfied with any part of our service, please do not hesitate to let us know. By sharing your experiences, you provide us with an opportunity to improve.
Submitting a complaint
Our staff would greatly appreciate it if you would talk about any comments or complaints with them dOur staff would greatly appreciate it if you would give any comments or complaints to them directly. So we can resolve the issue together. If we are unable to resolve the matter, or prefer to do it in writing, you can contact our complaints officer (contact details at the bottom of this page). The complaints officer is independent and will be of assistance to resolve the issue.
Mediation by the complaints officer
The complaints officer will first attempt to mediate between you and the persons against whom the The complaints officer will attempt to mediate. You will be given the opportunity to explain why you think the service and/or the performance of the staff member was unsatisfactory The staff member will also be invited to explain their side of the matter. This step may take the form of a conversation or a written explanation.
It may be that you are still not satisfied following the complaints officer’s mediation attempt, or you may not wish to participate in mediation. In either case, you can ask the complaints officer to address your complaint. It is important that you clearly describe your complaint in an email or letter so that we can properly address it.
What constitutes a complaint?
You can submit a comment or complaint about anything to do with our organization that you feel is or wYou can submit a comment or complaint about anything to do with our organization that you feel is or was unsatisfactory, whether it be the work carried out in our laboratory, the way you have been treated, the provision of information, or the organization of our services.
Do you want to submit a complaint?
Anyone who has been in contact with our organization in any way may submit a complaint. We do not handle anonymous complaints, because this would hinder a fair assessment of the situation.
How to contact the complaints officer
By phone: +31 (0)20 – 226 9700
Hartwig Medical Foundation, attn. complaints officer
Science Park 408
1098 XH Amsterdam
We will take your complaint seriously and treat your information strictly confidential. We assure you that your complaint will not affect any services. We register every complaint.
Your complaint is an important means for improving the quality and service of Hartwig Medical Foundation. There are no costs involved in using the complaints procedure. Any costs of legal assistance are at your own expense.
More and more cancer drugs are only suitable for a small group of patients. However, we are often not capable to find these patients. That is why every patient with metastatic cancer should be genetically screened before starting treatment.