Your record and quality improvement for incident reports, emergency investigations and complaints

A file can only be accessed in the event of a complaint or investigation into an emergency or (serious) incident.

By an incident we mean: ‘an unintended or unexpected event, which relates to the quality of care, and has led, could have led or might have led to damage to the client’. On the basis of the Quality, Complaints and Disputes Act (Wkkgz), the Northwestern Utrecht GP Urgent Care Center has a system for working structurally on the quality of care. The purpose of incident reporting is to systematically monitor, control and improve the quality of care. Medical patient data can be used to analyse incidents. Analysis is done only by members of the VIM committee and authorized officers, according to existing protocols. When there are noticeable consequences, the patient is informed of the incident and its reporting in the reporting system when appropriate and possible. The Safe Incident Reporting (VIM) system is not public and for internal use; the patient does not receive a copy and has no right to inspect it. Near-incidents are also reported.

In addition, the GP Urgent Care Center is a participant in a regional platform for chain reporting (Transmural Incident Reporting).

A calamity is a “non-intended or unexpected event, which relates to the quality of care and has led to the death of a client or a serious harmful consequence for a client. Calamities are always reported to the Healthcare & Youth Inspectorate (IGJ); this is a legal requirement. Calamities are then investigated by members of the calamity committee at the behest of the medical director. Medical patient data may be used to analyse the event. The goal is to investigate what causes were involved and how care can be improved so that the likelihood of errors recurring is reduced.

Patients can express their dissatisfaction in addition to giving compliments. This can be done according to our complaint procedure and complaint form.

For the handling of complaints, the Complaints Officer will, with the consent of the complainant or the representative authorized on behalf of the complainant, if necessary, have access to the medical file and / or at the request of the complainant can listen to a recording of the conversation.