Centraal Bureau Klachtenmanagement in de Zorg

What Centraal Bureau Klachtenmanagement in de Zorg does

Centraal Bureau Klachtenmanagement in de Zorg (CBKZ), legally Centraal Bureau voor Klachtenmanagement B.V., is a Dutch private professional services firm headquartered in Gorinchem that helps healthcare providers (zorgaanbieders) comply with mandatory Dutch healthcare legislation — most notably the Wkkgz (Wet kwaliteit, klachten en geschillen zorg). The company was founded in 2015 and operates under director Jan de Hoog, who has been active in the field since 1995. It is built around five interlocking service lines: external complaints officers (delivered via subscription), independent complaints committees chaired by lawyers with healthcare experts as members, calamity investigations conducted under a proprietary 11-step PRISMA-aligned methodology compliant with IGJ (Inspectie Gezondheidszorg en Jeugd) requirements, a CRKBO-registered five-module accredited training program for klachtenfunctionarissen, and interim/detachment staffing. Named customers include GGZ (Geestelijke Gezondheidszorg), Moria, De Hoop, SIRIZ, and LDH.

The business is fundamentally a knowledge- and people-services business rather than a software or platform business. Its core 'technology' is a codified body of regulatory expertise and a proprietary methodology rather than a software stack: Wkkgz/Jeugdwet/WMO/BOPZ compliance know-how, PRISMA-based root-cause investigation procedures, and the VKIG-aligned training curriculum. CBKZ also acquired the complete Leertraject klachtenopvang en -bemiddeling learning pathway from Klachtenmanagement Zorg in April 2023, consolidating ownership of the national complaint-handler training curriculum. Training is delivered across at least eight regional Dutch locations and in-company; all training is VAT-exempt due to CRKBO registration. The company holds an AVG/GDPR-compliant privacy posture, operates with 16 core professionals plus an extended network of sector experts, and reports having trained over 300 complaint handlers cumulatively.

CBKZ monetizes through a mix of recurring subscription revenue (external complaint handlers with annual contracts), professional services fees (committees, investigations, custom klachtenregeling drafting, sparringpartner advisory, interim staffing), and unit-priced training (modules priced at €1,165-€1,645 per attendee plus a €109 KNOV midwife session). Pricing on services is largely quote-based and customized to organizational size and complexity. GTM is sales-led and direct: website/SEO, monthly newsletter, knowledge-bank content, phone, and email, combined with field-based outreach to Dutch healthcare decision-makers. The company is privately held with no disclosed institutional investors, no funding history, and no patent or technology platform.

Name

Centraal Bureau Klachtenmanagement in de Zorg

Legal name

Centraal Bureau voor Klachtenmanagement B.V.

Website

https://cbkz.nl

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

11–50 employees

Short description

CBKZ is a Dutch private professional services firm, headquartered in Gorinchem, that helps healthcare providers comply with the Wkkgz law through external complaint handlers, complaints committees, calamity investigations, accredited training programs, and interim staffing services across the Netherlands.

Ownership category

akta.pro rank

Product category

Healthcare complaint management services

NAICS

Office Administrative Services (5611), All Other Business Support Services (561499)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Payment Integrity, Audit, Appeals & Grievance Support (BPAAAFAJ)

akta.pro secondary industry

Medical Coding, Billing & Clinical Documentation Support (BPAAAFAD)

Keywords

• Healthcare complaint management
• Wkkgz compliance services
• Calamity investigation healthcare
• Complaint handler training
• External complaints committee

Headquarters

HQ city

Gorinchem

HQ country

Netherlands

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Others

Revenue model

1. Klachtenfunctionaris diensten: Providing external complaint handlers to healthcare organizations through subscription or per-incident arrangements. Organizations receive guaranteed access to qualified, independent complaint handlers.
2. Training and education: Modular training programs for complaint handlers, healthcare quality staff, and complaints committees. Programs are accredited and offer register points for professionals registered with Registerplein.
3. Klachtencommissie diensten: Establishing independent complaints committees for complex complaints, led by experienced lawyers with healthcare content experts as members.
4. Calamiteitenonderzoek: External investigation services for incidents and calamities in healthcare organizations, including PRISMA analysis and report writing.
5. Detachering/Interim: Detachment of complaint handlers for temporary support during illness, pregnancy, or peak workloads in healthcare organizations.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels4 records

Core offering

CBKZ provides Dutch healthcare organisations with outsourced complaint management personnel (external klachtenfunctionarissen), independent complaints committees led by lawyers, and incident/calamity investigations delivered through PRISMA analysis. It also drafts Wkkgz-compliant complaints regulations, offers an advisory sounding-board service for in-house complaint handling, and runs a CRKBO-registered modular training programme (five modules plus specialised courses) that issues accredited register points for healthcare complaint handlers.

Product overview

CBKZ is a service-based organization offering a portfolio of complaint management services for healthcare providers. The core offerings consist of external complaints officers, external complaints committees, incident investigations, and custom complaints regulations. These are complemented by a modular training program (5 modules) for complaints officers, specialized trainings for complaints committees and specific healthcare sectors, and interim staffing services. The company serves healthcare organizations in the Netherlands to help them comply with Wkkgz legal requirements.

Differentiator

Problem solved

Functional benefit

Products and services

• Externe klachtenfunctionaris (External complaints officer) Subscription- or on-demand-based external complaints officer service delivering independent and impartial handling of complaints for Dutch healthcare organisations to meet Wkkgz requirements.
• Externe klachtencommissie (External complaints committee) Independent external complaints committee for complex complaints, comprising professionals with extensive healthcare experience chaired by a lawyer.
• Calamiteitenonderzoek (Calamity investigation) External incident investigation service conducting thorough investigations into healthcare incidents and calamities and producing reports with recommendations using PRISMA analysis methodology compliant with IGJ requirements.
• Klachtenregeling opstellen (Complaints regulation drafting) Custom drafting of written complaints procedures for healthcare organisations, compliant with Wkkgz legal requirements.
• Interim klachtenfunctionaris (Detachering / Interim staffing) Temporary staffing service placing experienced complaint handlers at healthcare organisations during illness, pregnancy or workload peaks, deployed through a nationwide network.
• Training programme for klachtenfunctionarissen (5-module accredited curriculum) Five-module CRKBO-registered training programme for healthcare complaint handlers aligned to the VKIG professional profile, awarding 20-30 Registerplein register points per module and covering fundamentals, treatment, mediation, management and specialisation.
• Incompany training Klachtencommissie cliënten/patiënten Incompany training for client/patient complaints committees covering the theory and practice of complaint procedures under Wkkgz, with interactive case handling.
• Training Klachten in de verloskundige zorg (midwifery complaint handling) Training programme for KNOV members on complaint handling in midwifery care, covering Wkkgz requirements and complaint response procedures.
• Incompany training Omgaan met klachten in de zorg Incompany training of two half-days on the Wkkgz and complaint mediation, with case studies tailored to the client organisation.
• Incompany training Klachtencommissie medewerkers Two-day incompany training for employee complaints committees covering the theoretical and practical aspects of complaint procedures.
• Leertraject klachtenopvang en -bemiddeling (acquired from Klachtenmanagement Zorg) Comprehensive national learning pathway for complaint reception and mediation for healthcare complaint handlers, transferred from Klachtenmanagement Zorg to CBKZ in 2023.

Quantifiable outcome

• Trained over 300 complaint handlers in the healthcare sector
• +1 more outcomes

Named customers6 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

One partnership is on record.

• Klachtenmanagement ZorgcoreStrategic or Co-development Partner · 25 April 2023CBKZ acquired the 'Leertraject klachtenopvang en -bemiddeling' (Learning Path for Complaint Reception and Mediation) from Klachtenmanagement Zorg, expanding their training offerings for complaint handlers in healthcare. This transfer included ownership rights to the comprehensive national training for complaint handlers.

Scale indicators3 records

Recent moves6 records

Expansion highlights4 records

Broad incumbents

• VvAA: Dutch professional services and insurance provider for healthcare professionals, offering legal, quality, and advisory services including practice support; comparable as an incumbent serving Dutch healthcare with overlapping quality/compliance advisory.
• Kiwa: Large Netherlands-headquartered testing, inspection, and certification body with healthcare compliance and quality services; comparable as an established incumbent offering overlapping healthcare quality and certification services to Dutch providers.
• Perspectief (TNO / healthcare quality): TNO's healthcare unit provides applied research and advisory on Dutch healthcare quality, safety, and patient experience; comparable as a larger institution offering overlapping healthcare quality and improvement services.

Others

• Nictiz: Dutch knowledge center for healthcare IT and information standards; adjacent ecosystem player influencing healthcare quality and complaint data infrastructure relevant to CBKZ's regulatory environment.

Direct peers

• DKS (Dutch Knowledge Network for Healthcare Quality): Dutch healthcare quality improvement network providing training, advisory, and tools to providers; comparable as a Netherlands-based specialist focused on healthcare quality education and compliance support.
• MediRisk: Dutch mutual insurer and service organization supporting healthcare providers on claims, incidents, and complaints; directly comparable as a Netherlands healthcare-provider-facing complaints and incidents service.
• Zorgbelang: Dutch organization supporting patient interests, including complaint support and patient advocacy services in healthcare; comparable as a Dutch provider-facing patient complaint and quality intermediary.
• Stichting Klachten & Geschillen Eerstelijnszorg (SKGE): Dutch foundation handling complaints and disputes in primary care; directly comparable as a Netherlands healthcare complaints resolution service operating under similar Wkkgz framework.
• Quarant: Dutch consultancy specializing in healthcare quality, safety, and incident investigation; directly comparable as a Netherlands-based healthcare quality and calamity/incident advisory firm serving providers with similar regulatory drivers.

Regional players

• Equalis (formerly PRC): European healthcare accreditation and quality improvement organization with Netherlands activities; comparable as a regional quality/compliance specialist for healthcare providers.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/cbkz_zorg
• LinkedInlinkedin.com/company/cbkz

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles11 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Centraal Bureau Klachtenmanagement in de Zorg