At MBT the quality of care comes first. We work according to the rules of conduct and the Code of Conduct of the Royal Dutch Society for Physical Therapy (KNGF). MBT is a member of the Complaints Procedure and the Disputes Committee for Physiotherapy of the KNGF, as prescribed by the Dutch Care Quality, Complaints and Disputes Act (Wkkgz).
It can happen that you are not satisfied with something. We would like to hear about it, so we can solve it together and keep improving our care. There are three steps you can take; the first two are completely free of charge for you as a patient.
The first and usually most effective step is a conversation with your treating physiotherapist or with one of the practice owners, Jurre Kok or Imara Boeije. Often we can resolve it together quickly. Email us at info@movementbasedtherapy.nl or call +31 6 20 478 760. By law we are required to give a written judgement on your complaint within six weeks (possibly extended to ten weeks).
If we cannot resolve it together, or if you prefer to speak to someone outside the practice, you can make use of an independent complaints officer free of charge — because MBT is a member of the KNGF Complaints Procedure for Physiotherapy. The officer will advise you, help you formulate your complaint and mediate between you and the practice. Your complaint is handled confidentially. There are no costs to you for this service.
Contact: 033 467 29 00 or klachtenregeling@kngf.nl. More information at defysiotherapeut.com/kennisbank/klachtenregeling.
If mediation also does not lead to a satisfactory result, you can present your complaint to the independent Disputes Committee for Physiotherapy of the KNGF, of which MBT is a member. This committee issues a binding judgement and can award compensation of up to € 25,000. The procedure itself is free of charge; only for filing the complaint a statutory court fee of € 50 applies, or € 100 if you also file a damage claim.
Contact: geschillencommissie@kngf.nl or Disputes Committee for Physiotherapy, attn. the secretary, Postbus 248, 3800 AE Amersfoort, the Netherlands.
All physiotherapists at MBT are BIG-registered, KNGF members and/or registered in the Quality Register for Physiotherapy NL (KRF NL). That means we are bound by the Code of Conduct for the Physiotherapist (KNGF, 2022), which contains 50 rules of conduct on how a physiotherapist should act professionally. The code is built around the core values reliability, respect, authenticity and integrity, and covers topics including:
Alongside our physiotherapists, MBT also employs physiotherapy assistants. They support treatment, for example by supervising exercise therapy and rehabilitation programmes in our training rooms. A physiotherapy assistant always works under the direct supervision of an experienced, BIG-registered physiotherapist who remains end responsible for your treatment plan and clinical decision making. That way we combine personal guidance during your exercises with the expertise of a physiotherapist who designs and monitors your treatment plan.
Beyond the Code of Conduct, our practice is also assessed by the KNGF Committee for Supervision of Physiotherapy and, in formal cases, by the Dutch Healthcare Disciplinary Board. If you believe our conduct goes against the Code of Conduct, you can file a complaint via the Committee for Supervision of Physiotherapy, attn. the secretary, Postbus 248, 3800 AE Amersfoort, the Netherlands.
The full Code of Conduct is available on the KNGF website: kngf.nl/professie-ethiek/beroepscode-voor-de-fysiotherapeut (in Dutch).