In the GESTALT psychotherapeutic practice of Stefan Berzel, complaints from clients and other cooperation partners are received both verbally and in writing and serve as an opportunity to consider or initiate improvement measures.

Complaints are processed systematically as follows:

• During the initial consultation, clients are encouraged to ask questions, make suggestions, and even express criticism regarding the therapy or the practice procedures.
• To enable clients to file an anonymous complaint, a form is available for download, which clients can complete at home, and drop anonymously into the practice mailbox. COMPLAINT FORM
• All client complaints are recorded and documented in a structured complaint list immediately after they are received.
• Every complaint submitted with a name will be answered promptly by the practice owner, personally, if possible in person or by telephone, or, if this is not possible, in writing. A corresponding note will be made in the complaints register.
• Measures to remedy and prevent similar complaints in the future will then be defined and implemented. These measures will be documented in the complaints list.
• The effectiveness of the implemented measures will subsequently be reviewed. A schedule will be established for this purpose. The schedule and results of the effectiveness review will also be recorded in the complaint list.
• If the measures do not have the desired effect, alternative measures will be planned and implemented.
• The complaint list is maintained continuously and stored in the file folder “QM - Applications - Complaint Management”.

The next stage of the complaint is the Ethics and Arbitration Board:

The primary task of the Ethics and Arbitration Commission is to advise, clarify and, where possible, mediate conflicts between patients and therapists.