House rules

General rules

• Follow the instructions of our staff.
• Staff may ask you for proof of identity if there is a reason to do so. Sometimes this is even required by law.
• You may use a mobile phone, tablet or laptop, as long as it does not disturb others. Switch off your phone during your conversation with the GP, nurse practitioner, practice nurse or doctor’s assistant.
• Don’t speak Dutch or English? Then please bring an interpreter.
• Alcohol and drugs are not permitted in the practice. If you behave inappropriately while under the influence, we will refuse you entry.
• Smoking and carrying weapons are not permitted. Pets are not allowed inside, with the exception of assistance dogs.
• Recording conversations, taking photos or filming is only allowed with the permission of the healthcare provider. A recording is intended as a memory aid, so that you can listen back to the conversation later for yourself.
• Do you have a question for the doctor’s assistant by phone? Please bear in mind that she only has limited time, so that the phone line stays free for other patients.
• Request repeat prescriptions via the prescription line (option 2) or via the Uw Zorg Online app (our patient portal app).
• Under the Wet op de geneeskundige behandelingsovereenkomst (WGBO, the Dutch Medical Treatment Contracts Act), you give the GP complete information about your health.
• Our staff treat your personal data confidentially. Read more in our privacy statement.
• The practice is not responsible for the theft of belongings in the building or on the grounds outside.
• Are you dissatisfied with a member of staff or with the way things are done at the practice? Then please follow our complaints procedure.

Consultations

• Consultations are by appointment only.
• An appointment lasts 15 minutes. In that time, we discuss one complaint or two minor complaints. If you would like to discuss more, ask for a double appointment. If you have more than two complaints, please let us know in advance; we will then schedule several appointments.
• You can cancel an appointment free of charge up to 24 hours in advance. If you do not cancel in time, we cannot help another patient and we will charge a no-show fee. This is not reimbursed by your health insurer.

Code of conduct

We ask everyone in our practice to:

• treat each other politely and with respect; we do not tolerate aggressive behaviour;
• give each other space for the sake of privacy and not disturb other people’s conversations;
• not use physical or verbal violence;
• not engage in unwanted intimate behaviour: no remarks, jokes, gestures, touching or other behaviour that makes someone feel uncomfortable or threatened;
• not discriminate: bullying, insulting, ridiculing, verbally abusing or disadvantaging someone because of their background, age, behaviour, appearance or clothing is not permitted;
• treat our staff, who are expert and discreet, with respect.

We do not accept theft, threats or vandalism. We always report criminal offences to the police; we will charge you for the costs. These rules apply to all contact with our practice.

Consequences: yellow and red card

1. First yellow card. If you do not follow the house rules, we will speak to you about your behaviour and may give you an official warning. We may also refuse you access to the practice.
2. Second yellow card. If you still do not follow the rules after that, you will receive a final official warning.
3. Red card. If you continue to break the house rules, we will end the treatment relationship in accordance with the guideline of the KNMG (Royal Dutch Medical Association). We will then remove you from our patient list and no longer provide you with care.

Please note: in the event of physical violence or a threat to life, we will give you a red card immediately and remove you from our patient list.

Our team works hard every day to give every patient the best possible care. Thank you for your cooperation.

Team Hohmann & de Vet