Every care complaint, carefully resolved.
For complaints committees, complaints officers and disputes bodies in healthcare. Adminio runs the full procedure in one secure environment, set up around your own complaints regulations and the statutory deadlines that apply.
- 49 committees analysed
- 80,000+ rulings at hand
- 10+ years of hands-on experience
- 2 founders active on committees
Every healthcare complaint, under the right rules and on time.
In healthcare, the rules for a complaint depend on the type of care, each with its own deadlines and roles. Adminio brings the complaint, the response of the care providers involved, the hearing and the judgement or advice together in one secure case file. Client and care provider each see only their own part, and health data stays protected.
Who it is for
Complaints committees of care providers
Committees that hear complaints for hospitals, clinics, mental health services, disability care, elderly care and youth care, and advise the board.
Disputes bodies
Recognised disputes bodies that assess admissibility, hear both parties, issue a ruling and publish it in anonymised form.
Committees for specific care
Complaints committees for involuntary care, compulsory mental health care and youth care, which work to short statutory deadlines.
Complaints officers and secretaries
The people who support the client or run the procedure, each with access only to what their role requires.
What Adminio handles for you
One route per type of care
Set up a route for each set of rules that applies to you, so the right steps, deadlines and letters follow automatically for every complaint.
Short deadlines kept in view
From six weeks for a care provider's judgement to two weeks for some complaints about specific care. Reminders arrive before a deadline expires.
Roles kept apart
The complaints officer stands beside the client and works apart from those who judge the complaint. Parties never see the committee's deliberations.
Both sides heard in one case file
The care providers involved give their account and the client can respond. Every document and response lands in the same case file, also when sent by email.
Hearing and draft advice
The hearing is written up automatically, and the assistant prepares a draft judgement or advice from the case file for the committee to refine.
Health data protected
Data is stored within the European Union, everyone sees only what their role allows, and the retention periods you set are actually applied.
The procedure
Which route applies depends on the type of care. Adminio follows the one you set for each complaint.
Complaint received
From the client, a relative or a representative, through a form, by email or by letter. The date of receipt is recorded and the deadlines start running.
Support and mediation
The complaints officer advises the client and often mediates. Many complaints are resolved here, and that is recorded in the case file too.
Investigation and both sides heard
The care providers involved respond and the client can reply. If a hearing is needed, it is scheduled and written up automatically.
Judgement or advice
The committee advises, or decides where the rules say so. The care provider sends a reasoned written judgement with the measures it will take.
Disputes body and publication
If the client is not satisfied, the full case file can go to the disputes body. Rulings are published in anonymised form and the annual report comes from the same records.
The rules behind your procedure
Adminio's customers in healthcare are Dutch, so these are examples from Dutch healthcare law.
Adminio is set up around your own rules of procedure, so each route follows the rules that apply to it.
Wkkgz
The Healthcare Quality, Complaints and Disputes Act: a complaints regulation, a complaints officer, a reasoned judgement within six weeks and affiliation with a recognised disputes body.
Wzd and Wvggz
Complaints committees for involuntary care and compulsory mental health care, with members from outside the care provider and short deadlines.
Youth Act (Jeugdwet)
A complaints regulation for youth care, with a committee of at least three members and a chair who does not work for the provider.
Wmo 2015
A complaints regulation for providers of certain tailored social support services.
Frequently asked questions
Yes. Many care providers fall under more than one set of rules. In Adminio you set up a route for each, with its own steps, deadlines and letters, and decide per complaint which route applies.
Only the people whose role requires it. Client and care provider see their own part, committee members see the cases of their own committee, and the complaints officer works apart from those who judge the complaint. All data is stored within the European Union.
Yes. A disputes body can check admissibility against its own rules, let parties submit documents in a shielded part of the case file, prepare the hearing in a part the parties do not see, and publish anonymised rulings from the same records.
We set up your environment based on your rules of procedure, templates and roles. Most committees are live within five working days, others take a few weeks. Ongoing cases can come along, and you decide when to go live.
Curious how Adminio would work for your committee?
In 30 minutes you tell us which rules your complaints follow, and we show you how Adminio handles them.
Book a 30-minute callWhy Adminio
Everything in one system
Intake, case file, scheduling, hearing, advice and archive. The entire complaints procedure in one secure environment where complainant, respondent and committee work together. Hearings are scheduled in a few clicks, the minutes are written up automatically and the draft advice is ready. Parties can even respond by email: documents are filed in the right case automatically.
An assistant that does the digging
The case file is built, organised and summarised automatically. The hearing is written up and the advice prepared. The assistant searches the documents and finds similar rulings and legislation, with explanations and summaries. If what was said at the hearing differs from what is in the documents, the assistant flags it straight away.
Set up the way you work
We configure Adminio around your rules of procedure, your templates and your roles. Your ongoing cases come along, and you decide when to go live.
Adminio is built by people who know this work from the inside. Our founders have worked in the housing sector for years, and one of them has long served on disputes committees. That experience is in everything we build. Today Adminio also supports complaints committees in healthcare and education.
Curious whether Adminio fits your committee?
Book a 30-minute call. You tell us how your procedure runs today, and we show you what Adminio changes. Then you decide, in your own time.
Book a call →
mr. drs. Kevin Korevaar
Legal expertise and architecture · Member of a housing-sector complaints committee
mr. drs. Philip van Moll
Founder, former Big4 and tech
Tell us about your complaints procedure
Tell us how complaints come in today and who handles them. We'll then show you what your routes and deadlines look like in Adminio. The conversation is without obligation.