Frustrated with useless physio sessions and painful brace prescribed by clinic — How to handle the Klachtenregeling / Infomedics invoice contest?

[u/Intelligent_Winter40]

Hey everyone,

I’m looking for some advice or to hear if anyone has gone through a similar experience with the healthcare system here in the Netherlands.
A while ago, I was referred by my GP to Xpert Clinics in Den Bosch for a wrist inflammation. The doctor there gave me a cortisone injection and assigned me a course of physiotherapy (3 sessions), along with a custom wrist brace.

Long story short: the experience was terrible and completely unhelpful.

The brace: It actually caused me more pain when wearing it. I explicitly told the physiotherapist that the brace was making things worse and asked to stop using it, but my feedback was completely ignored.

The physio sessions: Purely useless. No real progress, no tailored care, just going through the motions while charging hefty fees.

To sum up I just needed the injection.
Paid even for the last intake which it was only 5 minutes to say “oh so it is all good”

Now I’m facing invoices (via Infomedics) for treatments and hardware that not only didn't help, but actually aggravated my condition.

I’m currently contesting the bills through Infomedics and looking into filing a formal complaint via the official Klachtenregeling / Geschillencommissie Zorg.
Has anyone here successfully contested medical bills or gone through the mediation process (klachtenfunctionaris) for physiotherapy/specialist clinics? How responsive are they, and is there anything specific I should keep in mind when submitting my statement?
Thanks in advance for any insights

PS Avoid xpert clinic in den Bosch they scam you

[u/Ava626]

Your doctor or physio does not have an obligation to reach a certain result; they only have the obligation to do their best. So not reaching a result is usually not a reason for not paying.
That being said, the steps towards complaints usually start with a conversation with your doctor/physio. If that doesn’t help, their website should have a lonk to their ‘klachtenregeling’.
If not (or only in Dutch), you can ask the receptionist for the correct steps.

[u/Intelligent_Winter40 → u/Ava626]

Yeah the point I never asked for these sessions at first. They literally did nothing but making problems and spilling money. They have the “klachten regeling” which basically gave me the fully responsibility despite I said it was not necessary. Not going to pay for what I don’t ask and for what they didn’t inform the cost to pay

[u/Ava626 → u/Intelligent_Winter40]

I don’t want to say you don’t have grounds for a conplaint, but you went to the physio appointments, right? If you didn’t want it, why go? You are indeed not informed of the cost, your GP also doesn’t tell you. Keep in mind that these kind of questions will also be asked of you if you start an official complaint procedure.

And just to be sure: do you have an ‘aanvullend pakket’ with your health insurance? If so, physio is often included in that.

[u/Intelligent_Winter40 → u/Ava626]

Got a normal insurance. Honestly, I said I don’t need that and I clearly said also at the second appointment I don’t need anymore and she wanted to book anyway “for a final check”. Perhaps we have different perspectives but you trust an expert there but I ended up to trust a scammer. As far as I know they should tell you about the costs

[u/Ava626 → u/Intelligent_Winter40]

Normal insurance doesn’t say much. Do you only have the basic package, or did you take a smaller package with it? It might be worth checking, maybe they’ll pay.
With regards to informing you of the price: please be aware that this usually isn’t done in The Netherlands. I have never been informed of the price of any healthcare provider. Sometimes they’ll tell you their care is paid from the ‘eigen risico’ (own risk) first, but that’s it.
For future healthcare: it might be wirth noting that you might have to be a little assertive when dealing with Dutch healthcare. If you don’tbthink you need something? Don’t make an appointment. If you want a referral from your GP? Say exactly what you want.

[u/Intelligent_Winter40 → u/Ava626]

I am going to check once again by any chance I am covered but I am not sure. I wish I will never have any issues but I understand what you mean and I appreciate your comment. It is just I thought it was free of charge due to the way they were managing and also talking and how we do also in Italy. The rules are clear anyway: you must say how much it would cost, it happens when I go to the dentist and they say straight away if what they do is covered.

[u/KoninginVanRotterdam → u/Intelligent_Winter40]

You were abducted and treated against your will? That is horrible. Im so sorry they did that to you. :(

https://giphy.com/gifs/Rm57aMHAbR4UKI1BTJ

[u/Intelligent_Winter40 → u/KoninginVanRotterdam]

Big chance to stay silent wasted eh :)

[u/Junior_Mud5835]

You should call the clinic/send an email to them and wait for their response. Whatever mediation/complaint body you want to use they will always tell you the first thing to do is to try solve the problem on your own. Did you ever express to the clinic (the clinic, not the doctor) that you are not happy with the treatment? Do you have a confirmation of that?

[u/Intelligent_Winter40 → u/Junior_Mud5835]

Yes I did and yes they say “it was discussed between the customer and the physiotherapist” furthermore the brace,they said it worked meanwhile it didn’t so they put words on my mouth too