Complaints and information

AZJP has an Ombuds Department, which is independent and neutral. The Ombuds Department handles all complaints about the services of AZ Jan Portaels, provided for in the Patients' Rights Act (2002). In addition to handling complaints, you can also contact the Ombuds Department for reporting a (medical) incident and information on your rights as a patient

How and who handles incidents, complaints and suggestions is clarified in the Internal Rules of Procedure, which can be found at the bottom of this page.

Before contacting the Ombuds Department, you should first try and discuss the problem with the person or department involved. If you are unable to resolve the issue or if you find it very difficult to start this conversation yourself, you can call in the Ombuds Department.The ombudsperson will listen to you, provide information and attempt to mediate between the parties involved.

Complaints/Questions about billing, lost and found objects and damage and the like (see above) are only dealt with the Ombudsman's Office in second instance. In other words: When you talked to the departments and managers involved first, but you are dissatisfied with the way your complaint was handled.

There are several ways to contact the Ombuds Department:

  1. In writing Attn: Ombudsdienst AZ Jan Portaels, Gendarmeriestraat 65, 1800 Vilvoorde
  2. By e-mail: ombudsdienst [at] (ombudsdienst[at]azjanportaels[dot]be)
  3. By phone. If the ombudsperson is unavailable, you can always leave a voicemail message.

    Phone number: T 02 257 56 54  
  4. During a personal meeting (please schedule an appointment by phone). 

    Opening hours:

    The Ombuds Department is open on Mondays and Tuesdays from 8:30 AM to 3 PM and on Thursdays and Fridays from 8:30 AM to 12:00 noon

    Outside of office hours and on weekends, you can leave a voicemail or send an email. 

    During the months of July and August on Mondays, Tuesdays and Wednesdays from 8:30 AM to 3:00 PM.


The Ombuds Department of AZ Jan Portaels is located in block F, first floor.

If you are admitted to the hospital, and have difficulty getting around, you can ask someone working in your department to invite the Ombudsperson to visit you.

Lost and found

Make sure that you do not bring any valuables into the hospital. If you are carrying something of value with you during your stay, you can ask your nursing team to put your valuables in a safe place.

Just as in everyday life, you have to take care of your own belongings (e.g., make sure you don't lose your ring, bag, etc.).

However, if you have lost something valuable and you suspect that a member of the hospital staff is or could be responsible, be sure to speak to someone in your department's nursing team. An internal civil liability reporting form will then be filled in. Each report is reviewed separately.

Have you lost something at the reception desk, in the elevators, in a waiting room, etc.? Then be sure to stop by the reception desk as well. They are often the first point of contact when lost items are found. If you're lucky, our reception staff will be able to return the item you lost.


If you have experienced personal harm or if your personal property was damaged and you suspect that the hospital or a staff member could be responsible, it is important that you speak to a member of your nursing team. The necessary internal paperwork will then be completed and the necessary legal steps will be taken.

Damages caused by accident, by your own actions or by a third party who does not work for the hospital are not the hospital's responsibility. E.g.: you accidentally stepped on your glasses. If the nurse drops your glasses and a glass is broken, you can file a report and the matter will be investigated.


The hospital is not responsible in case of theft. If you suspect you have been the victim of theft, you must report it to the police yourself. You can be file a police report by calling T 02 253 33 33. Be sure to also notify the nursing team of your department.