Frequently Asked Questions
Audio recordings of the phone calls are made:
Read full answerYes. All phone calls are automatically recorded. The calls are recorded from the moment the out-of-hours GP service picks up the phone until the moment the connection with the assistant or GP is lost. All incoming telephone calls to the out-of-hours GP service are recorded and stored for quality purposes and in accordance with the statutory objection period. The recorded conversations are treated with the utmost confidentiality and are subject to medical confidentiality. If you have a complaint about the handling of your request for GP care, you can listen to the conversation. To do this, an application must be submitted and a procedure must be completed. The recorded calls are […]
Read full answerYou can call the out-of-hours GP service at a local rate. These are the costs of using your (mobile) phone. The amount of these costs depends on your telephone provider. The costs of a telephone consultation are separate from this. The basic insurance covers the costs of the general practitioner and therefore also of the out-of-hours GP service. If you are insured, the bill will go directly to your health insurer. If you are not insured, you pay the costs of the consultation or prescription directly at the out-of-hours GP service. You can only pay by debit card at the post. Payment must be made prior to the consultation.
Read full answerYou will have a well-trained and experienced triage assistant on the line. They prefer to have the patient on the line. If you are calling for someone else, make sure that you are with the patient and that you have all their personal details at hand. Depending on your situation: Are you dealing with a life-threatening situation? Press ‘1’ on your phone. You will then be given priority.
Read full answerNo. The phone is answered by a specially trained assistant. The assistant will give you good advice. This advice is always checked by the general practitioner. If necessary, the assistant will also make the appointments for a visit to the post office or a doctor’s visit at your home.
Read full answerThe out-of-hours GP service provides emergency care. To assess the degree of urgency, the doctor’s assistant will ask you a number of questions about your emergency health complaints. Only then can the assistant determine how quickly and what help is needed. In this way, an appointment can be scheduled if necessary, so that you do not have to wait unnecessarily long when you come to the post.
Read full answerHow long you have to wait before you get someone on the line depends on how many people call the out-of-hours GP service at the same time. If it is very busy, you may have to wait longer.
Read full answerThere are two types of questions that are asked; about your personal data and about your medical data. Your personal data is intended for our administration and the GP on duty. Questions about your health are to estimate how quickly you need to be helped and by whom. The assistant on the phone is specially trained for this purpose. Afterwards, all her advice is reviewed by the GP.
Read full answerNo, then you call the dentist on duty.
Read full answerYes, if there are complaints that cannot wait until the next working day, you can call the out-of-hours GP service.
Read full answerThe out-of-hours GP service is there for urgent health complaints, for which you would otherwise call your GP. The Emergency Department at the hospital is intended for serious situations, where the help of a medical specialist is required. When in doubt, call the out-of-hours GP service first.
Read full answer
The Dutch Healthcare Authority (NZa) is a national organisation that sets the rates for healthcare institutions. Every year, the NZa examines the rates that the out-of-hours GP service is allowed to apply. The rates may differ per out-of-hours GP service.
Read full answerThen probably not all your insurance details are correct.
Read full answerThe doctor’s assistant acts under the responsibility of the general practitioner on duty. All recommendations are checked and assessed by the doctor. For each request for help, a registration is made for the medical file of the own GP. In the case of a telephone consultation, it is not necessary that there has been contact between a patient and the GP at the out-of-hours GP service.
Read full answerThe out-of-hours GP service cannot change the amount of the bill. This is determined by the Dutch Healthcare Authority (NZa).
Read full answerYou are required to take out your own health insurance. Patients who cannot prove that they are insured must pay directly at the out-of-hours GP service. These patients can claim the costs afterwards if they are insured for this. This also applies to all foreign tourists.
Read full answerYes, you can pay the costs of a visit to the out-of-hours GP service via the ATM.
Read full answerYou can receive a separate bill from the pharmacy for medication that you have been given during your visit to the GP emergency station or a visit. In the evening/night/weekend hours, a surcharge is always charged by the pharmacy.
Read full answer
If you call the GP emergency station, an experienced doctor’s assistant will answer the phone. She asks you what the complaint is. She will also ask you about your medication and your insurance details. Make sure you have it handy. Also bring your ID with you to the out-of-hours GP service. This is mandatory and can be requested. Depending on your complaint, the assistant can:
Read full answerOn weekdays from 17:00 until 08:00 the next morning. On weekends from Friday 17:00 to Monday 08:00. On public holidays from 08:00 to 08:00 the next day.
Read full answerNo, you should always call first for an appointment. The out-of-hours GP service is only there for complaints that are urgent in the evening, night, weekends and during public holidays. If your complaint is not urgent, you can see your own GP the next working day.
Read full answerIf you are unsure whether your complaint is urgent, check thuisarts.nl or use the app Should I see a doctor? If you are still in doubt, call the out-of-hours GP service for consultation.
Read full answerThe out-of-hours GP service is there for complaints that cannot wait until the next working day. If your complaint arises suddenly, if you have (chronic) complaints that suddenly worsen or if your child becomes seriously ill, call the out-of-hours GP service.
Read full answerYou do not need emergency care for complaints that you have been dealing with for some time or complaints that are only a nuisance at that time. Even if you don’t have time during the day, you can’t go to the out-of-hours GP service.
Read full answerNo, we understand that if you don’t have transport this can be very inconvenient for you, but it is not a reason for the GP to make a home visit. So you have to take care of your own transportation.
Read full answerVisiting cars are available at all GP surgeries. If it is medically necessary, the GP can be with you within fifteen minutes. The cars are then allowed to drive with blue flashing lights. Waiting times are longer for visits to patients who are less urgent.
Read full answerNo, the out-of-hours GP service is intended for urgent health complaints that cannot wait. There is not enough capacity at the out-of-hours GP service for matters that can wait until the normal opening hours of your GP’s practice.
Read full answerThe car of the out-of-hours GP service is equipped for the provision of emergency care and is equipped with sufficient medical equipment, such as a ventilator and a defibrillator. If necessary, assistance can be requested from the ambulance service.
Read full answerDo you urgently need a GP in the evening, at night or at the weekend? Then call the out-of-hours GP service. Urgent complaints are health complaints that cannot wait until you can see your own GP the next working day. For example, increasing shortness of breath, symptoms of paralysis, severe pain, a seriously ill child or an accident in the house. Or if you are so worried that you want to seek medical advice!
Read full answerThe triage assistant asks for the following patient information, among other things:If you are calling for someone else, you will also need the following information for that person.
Read full answer
From 2013 onwards, your GP and pharmacy may only share your medical data with other healthcare providers if you give them permission to do so in advance. Other healthcare providers may only request your data if this is necessary for your treatment. You can give your consent via the website ikgeeftoestemming.nl. You can fill in your details and send them with DigiD by SMS.
Read full answerYes, the next working day your GP will be informed of the content of your contact with the out-of-hours GP service. Unless the wrong GP is listed.
Read full answerYes, that is possible. You have the right to inspect and receive a copy of your medical file within the period of the statutory retention obligation. We usually refer you to your own GP, who will receive a full report of every contact with the out-of-hours GP service.
Read full answerAs a patient, you must give permission at your own GP practice to share your medical data with the emergency room. It’s wise to do that. If you do not give your consent, emergency rooms and pharmacies will not be able to access your medical records. Not even in emergency situations!
Read full answer
Normally, patients arrange repeat prescriptions with their own GP. Only in urgent cases is it possible for the GP on duty to prescribe a repeat prescription. The doctor will then prescribe as many prescription medicines as necessary until the next consultation hour of your own GP. Please note that the pharmacy charges extra outside office hours. These costs can be up to 40 euros and are at your own expense.
Read full answer
In principle, it is your turn immediately because the appointment is already made by telephone. However, you may have to wait for a while. Because consultations run late or because acute requests for help come in between.
Read full answerBecause consultations run late or because acute requests for help come in between. Especially on Saturdays it is often very busy and the waiting time can be longer. The appointment you receive from us is therefore also a target time. The employee at the counter can usually estimate how long the actual waiting time is.
Read full answerIt is not allowed to take images, such as films or photos, of employees or general practitioners at the out-of-hours GP service. In addition, we ask you to follow the instructions of our staff. They will do their utmost to ensure that you are helped quickly.
Read full answerNo, you have to take care of your belongings yourself. At the out-of-hours GP service, we are not liable for theft, loss or damage to your belongings.
Read full answerWe are required to register your Citizen Service Number (BSN). The BSN is a unique personal number. It is used for reliable exchange of medical data and it prevents mistaken identity.
Read full answerOf course we can help you. But it is necessary that you come by at a later time with your identification. We are obliged to check your BSN. Without your BSN, we cannot request your medical data from healthcare providers other than your GP.
Read full answer