Dietitians Midden Nederland (DMN) has been a Feeddex customer since 2023, and since then, 188 patients (they refer to them as patients rather than clients) have given their opinion. There are currently around nine dietitians working at various locations in and around Utrecht and Amersfoort.
Marjon Verheij is a dietitian at DMN and has been working there for over 5 years. Until December 2024, she also had her own practice (where she also worked with Feeddex).
Marjon Verheij is a dietitian at DMN and has been working there for over 5 years. Until December 2024, she also had her own practice (where she also worked with Feeddex).
Why do you work for DMN and no longer for your own practice?
Marjon: "In addition to my work as a dietitian, I am also a doctor's assistant. After moving, I started working as an assistant at another general practice. My own practice was now too far away to continue providing good care. That's why I closed it down."
Marjon: "In addition to my work as a dietitian, I am also a doctor's assistant. After moving, I started working as an assistant at another general practice. My own practice was now too far away to continue providing good care. That's why I closed it down."
What characterizes DMN's approach?
āDMN has a broad approach with many different specializations. It is a large team, with many locations, and we consult with each other a lot, which is very pleasant! In addition, there is also a lot of attention for the supervision of dietitians in training.ā
What is your experience with the introduction of the PREM Dietetics/Paramedicine?
"It's a shame that the PREM survey has been 'imposed' by health insurers, because it adds an extra administrative task and costs. However, it is a useful survey and we always ask every patient to complete a questionnaire after closing a file. In the past, we asked patients to tick a box at the intake for both the feedback report and the question of whether a satisfaction survey could be sent out. We have now made this a single tick box; one agreement for both the report and the survey, because we want to be sure we are GDPR compliant!"
Have you changed anything since you started conducting ongoing client satisfaction surveys? "The results are fine, but we don't always share them with each other, which is a shame. What we don't always realize is that it's a perception survey, so it's not about whether the treatment is effective, but whether we are good listeners to the patient and his or her circumstances. We haven't changed much, but we have, for example, adjusted the voicemail message to indicate that we will call back, but not within a certain number of hours; you simply can't always live up to that expectation."
āDMN has a broad approach with many different specializations. It is a large team, with many locations, and we consult with each other a lot, which is very pleasant! In addition, there is also a lot of attention for the supervision of dietitians in training.ā
What is your experience with the introduction of the PREM Dietetics/Paramedicine?
"It's a shame that the PREM survey has been 'imposed' by health insurers, because it adds an extra administrative task and costs. However, it is a useful survey and we always ask every patient to complete a questionnaire after closing a file. In the past, we asked patients to tick a box at the intake for both the feedback report and the question of whether a satisfaction survey could be sent out. We have now made this a single tick box; one agreement for both the report and the survey, because we want to be sure we are GDPR compliant!"
Have you changed anything since you started conducting ongoing client satisfaction surveys? "The results are fine, but we don't always share them with each other, which is a shame. What we don't always realize is that it's a perception survey, so it's not about whether the treatment is effective, but whether we are good listeners to the patient and his or her circumstances. We haven't changed much, but we have, for example, adjusted the voicemail message to indicate that we will call back, but not within a certain number of hours; you simply can't always live up to that expectation."
Do you discuss the results or comments that clients leave in the survey internally?
"It is discussed occasionally, but honestly not very often. In addition to advice, there are also many compliments in the responses... The 9.2 is a very good score and we should actually take more time to discuss this internally because it is also great motivation for us!"
Results are published (after patient approval) on Zorgkaart Nederland. We report on the latest developments in this area in our newsletter; perhaps your dietitians have already seen this. Both the areas for improvement and the compliments are usually posted online.
"I wasn't entirely aware that this was so transparent. It's great to see!"
You have a beautiful, comprehensive, and clear website, but you are not using the free widget provided by Zorgkaart Nederland. Aren't you proud of the great rating your clients give you?
"We are very busy with our patients and all the administrative matters. We will be changing this soon to better inform (new) patients. Of course, it's also very nice to see that patients are very enthusiastic!" (DMN has now placed the widget on its homepage).
Do you think new patients sometimes look online to see what others' experiences have been?
"I haven't heard much from patients about seeing something online and having questions about it. There is sufficient growth in new patients, and we usually receive new patients through GP practices with which we are affiliated, the MDO (Multi-Disciplinary Consultations) and working groups in which we actively participate, and by informing fellow healthcare providers about the contribution of a dietitian and the latest developments in our field.
A number of health insurers mention the Zorgkaart Nederland score in their care finder; what do you think about that?
"I can't say much about that because I haven't received any questions about it, but I can imagine that patients have more confidence in a practice if there are many reviews with a good score."
At Feeddex, we try to provide more information about the use of our dashboards and how, for example, to draw up a report that meets the conditions for collecting extra KP points (Paramedics Quality Register), but also other things to help dietitians. What could Feeddex do for Diƫtisten Midden Nederland?
"The explanation of the PDCA cycle for earning KP points is useful in itself, but we do earn those KP points anyway because we do a lot of training, etc. It's a difficult question, really, because we don't really feel like we're missing anything. Perhaps it would be useful if we received a periodic overview or feedback or something similar, for example, every quarter. This would motivate us even more and take some of the pressure off."
"It is discussed occasionally, but honestly not very often. In addition to advice, there are also many compliments in the responses... The 9.2 is a very good score and we should actually take more time to discuss this internally because it is also great motivation for us!"
Results are published (after patient approval) on Zorgkaart Nederland. We report on the latest developments in this area in our newsletter; perhaps your dietitians have already seen this. Both the areas for improvement and the compliments are usually posted online.
"I wasn't entirely aware that this was so transparent. It's great to see!"
You have a beautiful, comprehensive, and clear website, but you are not using the free widget provided by Zorgkaart Nederland. Aren't you proud of the great rating your clients give you?
"We are very busy with our patients and all the administrative matters. We will be changing this soon to better inform (new) patients. Of course, it's also very nice to see that patients are very enthusiastic!" (DMN has now placed the widget on its homepage).
Do you think new patients sometimes look online to see what others' experiences have been?
"I haven't heard much from patients about seeing something online and having questions about it. There is sufficient growth in new patients, and we usually receive new patients through GP practices with which we are affiliated, the MDO (Multi-Disciplinary Consultations) and working groups in which we actively participate, and by informing fellow healthcare providers about the contribution of a dietitian and the latest developments in our field.
A number of health insurers mention the Zorgkaart Nederland score in their care finder; what do you think about that?
"I can't say much about that because I haven't received any questions about it, but I can imagine that patients have more confidence in a practice if there are many reviews with a good score."
At Feeddex, we try to provide more information about the use of our dashboards and how, for example, to draw up a report that meets the conditions for collecting extra KP points (Paramedics Quality Register), but also other things to help dietitians. What could Feeddex do for Diƫtisten Midden Nederland?
"The explanation of the PDCA cycle for earning KP points is useful in itself, but we do earn those KP points anyway because we do a lot of training, etc. It's a difficult question, really, because we don't really feel like we're missing anything. Perhaps it would be useful if we received a periodic overview or feedback or something similar, for example, every quarter. This would motivate us even more and take some of the pressure off."