Complaints and feedback
At Visus Eye Clinic, quality and patient satisfaction are our top priorities. Our team is committed every day to providing you with the best possible care and service — from your first contact with us until your full recovery.
If your experience does not meet your expectations, we genuinely want to hear from you. Your feedback helps us continuously improve the care we provide.
You can easily share your experience with us or submit a complaint. We take every report seriously and use your feedback to further enhance our services.
If you are dissatisfied with any part of the care or service provided by Visus Eye Clinic, you may express this verbally or in writing.
- Verbally: Discuss your concerns with a member of our clinic staff. If needed, the staff member can assist you in completing a complaints form.
- In writing: Submit your complaint through the digital complaint form on our website, or
- Send a letter by post to:
Visus Eye Clinic, Attn. Internal Complaints Officer,
Lichtenauerlaan 100, 3062 ME Rotterdam. - E-mail: You may also contact the complaints officer directly at: klacht@visusoogkliniek.nl.
The management acknowledges that submitting a complaint is not always easy and values openness about dissatisfaction. Complaints help us identify areas for structural improvement in our care and services. If desired, the internal complaints officer can support you in drafting your complaint.
We recommend discussing any concerns first with the staff member involved. Often, a conversation can resolve misunderstandings. When this is not possible or does not lead to a satisfactory outcome, you can submit your complaint to the complaints officer.
The complaints officer acts in accordance with the Quality, Complaints and Disputes in Healthcare Act (Wkkgz) and the complaints regulations. The management ensures that the complaints officer performs her duties independently and that all complaints are assessed objectively.
If you are not satisfied with the outcome of the internal complaints procedure, you may contact the external disputes committee of the Dutch Association of Independent Clinics (ZKN). The disputes committee only handles complaints that have first been reviewed internally. Information about this procedure can be found in the complaints regulations and on the committee’s website: www.zkn.nl/geschillen.
- Click here for the Complaints Regulations
- Brochure of the External Disputes Committee (Dutch)
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To determine whether you are eligible for treatment at Visus Eye Clinic, a comprehensive preliminary examination is performed free of charge and without obligation. This information is essential for determining which treatment is best suited to your eyes, age, and preferences. Because every eye is unique, what is ideal for one person may not be as suitable for another.
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