frequently asked questions and contact

If you can't find the answer to your question below, send an e-mail or call the office of the GP Medical Post Midden-Holland:
huisartsenpost@hapmh.nl
+31 (0)182-322 478 (only during office hours)

General

What is the GP Medical Post Midden-Holland (HAPMH)

 

The HAPMH is a cooperative venture between all GPs in the municipalities of Ammerstol, Benschop, Bergambacht, Berkenwoude, Bodegraven, Boskoop, Bleiswijk, Cabauw, Driebruggen, Gouda, Gouderak, Haastrecht, Hekendorp, Krimpen aan de Lek, Lekkerkerk, Moerkapelle, Moordrecht, Nieuwerbrug, Ouderkerk aan de IJssel, Oudewater, Papekop, Polsbroek, Reeuwijk, Schoonhoven, Snelrewaard, Stolwijk, Vlist, Waarder, Waddinxveen, Zevenhuizen en Zwammerdam.

De HAPMH provides urgent GP care outside regular consultation hours: every day between 5:00 PM and 8:00 AM, throughout the weekend, and on all recognized public holidays.

Can I just turn up at the GP Medical Post?

 

No. It is important for you and the organization that you telephone the GP Medical Post first and explain the problem or symptoms to the doctor's assistant. Together, you and the doctor's assistant will determine whether or not an appointment is needed for a consultation, or if a doctor will visit you at home. The telephone number of the HAPMH is: +31 (0)182-322488.

What kind of problems cannot be dealt with by the GP Medical Post?

 

Troublesome but non-urgent problems can wait until your own GP practice is open again for consultations. Repeat prescriptions can only be issued for medicines that are absolutely essential and only for a short period. You should not consult the GP Medical Post for a second opinion or if you don't have time on normal working days to see your own GP.

I am in the area on holiday or visiting people, and I urgently need to see a GP outside regular consultation hours. Can I call the GP Medical Post?

 

Yes, of course you can call. If your own GP is not affiliated to the GP Medical Post scheme, you can call the HAPMH for urgent cases outside regular consultation hours. If you come to the GP Medical Post for a consultation, you will need to pay either electronically (by debit card) or in cash straight away. You will receive a receipt for this. In case of a telephone consultation, an invoice will be sent to your home address. You can then declare the costs to your health insurance provider.

Why do I have to identify myself when visiting the GP Medical Post?

 

Identification is required by law. Furthermore it is important to register the correct data in connection with the invoice. Always bring your ID showing your Social security number and your insurance card with you to the GP Medical Post.

Law Partial prohibition of face-covering clothing
We think it is important that you feel welcome for emergency GP care at the HAP. We do not exclude anyone from appropriate care.
To identify and provide good care you will be asked to take off your nikab, burka, full-face helmet or other face-covering clothing.

Which care providers work at the Huisartsenpost?

 

● GPs
● GPs in training. These always work under the supervision of a doctor. The degree of supervision depends on the phase in the training.
● Nursing Specialists. These are nurses who have followed additional training. They see a predetermined selection of health complaints. If necessary, they consult with a doctor. They may also deregister (certain) medicines.
● Physician Assistents. They are similar to the Nursing Specialist, except that the prior education may be different, eg physiotherapy.
● Consultation hours GP doctors. These are doctor's assistants who have followed additional training and are therefore able to handle a selected number of health complaints independently. These contacts are always authorized by a doctor.
● Triagists. These are doctor's assistants who have had additional training in assessing the (telephone) request for help. With the help of an electronic triage system, she determines how urgent the request for help is.
● Doctor's assistants. The doctor's assistants who work for us already have a lot of experience and are in training as a triagist.
● Medical students. Due to a shortage of triagists, we also use medical students to assess the telephone request for help. They have also received training for this.

Complaints / compliments

What can I do if I am dissatisfied and want to report this, or if I want to pass on a compliment?

 

Complaints

A lot of people work at the HAPMH. It is possible that you are not satisfied about certain aspects of the contact you've had with us.

We think it's important that you share your complaint with us.

For you it's the possibility to discuss the complaint with us. For us it's an opportunity to see if we can make things better in our organisation.

If possible discuss the complaint directly with the GP or the employee at the GP Medical Post. If this is not possible you can submit the complaint to an independent and impartial complaints officer who will work with you to find a solution through mediation.

You can download the complaintsform here. You can also use this form to tell us things you think we need to know, but are not severe enough for a complaint.

If you have filled in the form, please sent it to:

Huisartsenpost Midden-Holland
T.a.v. Commissie Klachten en Meldingen
Antwoordnummer 10123
2800 VB Gouda

If the mediation doesn't succeed, you can submit your complaint at the 'Geschillencommissie Huisartsenzorg'. This committee can decide on your complaint. For more information: www.skge.nl/patienten.

Compliments

If you wish to pass on a compliment about the GP Medical Post and/or your treatment at the GP Medical Post, we would be pleased to hear from you. You can send us an e-mail or telephone us.
E-mail: huisartsenpost@hapmh.nl
Telephone: +31 (0)182-322478

Costs

What does a visit to the GP Medical Post cost?

 

The current rates are shown here. These rates apply in the evenings, at night, and at weekends, and have been determined by law by the Dutch Healthcare Authority (Nederlandse Zorgautoriteit, NZa).

I only spoke to the doctor's assistant but I still received an invoice. Why is that?

 

Any time you contact the GP Medical Post and are given medical advice over the telephone, you or your health insurance provider will receive an invoice. You will still receive an invoice even if your only contact was with the doctor's assistant and he/she provided you with medical advice. The doctor's assistant has been trained for this and does this under the responsibility of the GP on duty. The medical advice given by the doctor's assistant is always assessed afterwards by a GP.

How can I get a bill while I did not go to the scheduled appointment?

 

If you don't appear at an appointment that was scheduled for you, you get an invoice for a phone consultation.

Medicines

I have run out of my medication. Can I get a repeat prescription via the GP Medical Post?

 

Only in urgent cases the GP Medical Post issues repeat prescriptions. You will never be given a prescription for more of the medication than is required until you can contact your own GP for a repeat prescription. Certain medicines are never provided by the GP Medical Post.

The doctor at the GP Medical Post has prescribed medicine. How can I get that medicine in the middle of the night?

Does the doctor at the GP Medical Post know which medicines I use?

 

Sometimes this is possible, but the information isn't always accurate or visible.
This is why it is important to bring along an up-to-date overview of the medicines you are currently using. (You can pick up this overview from your own pharmacy.)

Medical details

Do the GPs have access to my medical details?

 

If you have given your permission to your own doctor the GP end assistant on the HAPMH can see a summary of your medical report. However, it is not 100% reliable that this is working, technically. So, it is still important that you tell the doctor about your medical history.

Will my own GP be informed if I have had contact with the GP Medical Post?

 

Yes. Your own GP will be informed about your contact with the GP Medical Post on the next working day.

What happens to the data collected for Nivel?

 

Our GP medical post participates in the collection of data for scientific research by the Netherlands Institute for Healthcare Research (Nivel). Nivel has a very strict privacy policy and does not receive information from us that allows patients to be directly identified. Patients can request more information from our care provider (s) and also register their possible objections.

More information can be found on the website of Nivel Zorregistraties first line: http://www.nivel.nl/zorgregistraties and for privacy protection: https://www.nivel.nl/nl/NZR/over-nivel/privacybescherming.

Privacy

How is my privacy protected?

 

Does the GP Medical Post record telephone conversations? Is this allowed?

 

Yes. All telephone conversations with people who call the GP Medical Post will automatically be recorded. They will be stored in a secure environment for one year, in accordance with the statutory guideline. The conversations are recorded from the moment that the doctor's assistant answers the telephone until the moment that the connection with the doctor's assistant or the GP is broken.

A number of strict rules - statutory and internal - apply to the recording of the conversations. For instance, the recording of the conversations has been reported to the Dutch Data Protection Authority (College Bescherming Persoonsgegevens). Within the GP Medical Post, strict rules apply to listening to conversations again at a later date. These rules are set out in a protocol.

Why are telephone conversations recorded?

 

All conversations are recorded for the following reasons:

  • To prevent any misunderstandings arising at a later stage about whether things were done correctly, for instance in the event of a complaint or a difference of opinion about advice given.
  • To be able to evaluate conversations between the patient and the assistant and between the assistant and the doctor on duty within the framework of quality monitoring.
  • For the purposes of checking the quality of the telephone communications and improving this if necessary.
  • For use as a source of information if any complaints from patients arise.

Home visit by the doctor on duty

I don't have transport. Can the GP come to me?

 

No. Not having transport is not a reason to send the emergency doctor on duty. Patients must take care of their own transport. The GP on duty will only visit the patient at home if transport is not possible for medical reasons.

Are there time limits within which the visiting doctor must reach the patient?

 

This depends on the judgement of the patient's condition. In cases requiring real urgency - for instance if the patient's life is or could be in danger - the rule is applied that a medical expert must arrive within 20 minutes. This could be the GP on duty at the GP Medical Post or it could be an ambulance. If the patient's condition is less critical, the GP on duty will try to reach the patient as soon as possible. Naturally, emergency cases take precedence over less urgent visits, as is the case for your own GP.

What is the role of the doctor's driver?

 

If you cannot be transported to the GP Medical Post for medical reasons, a GP will visit you at home. The GP will be brought by a driver who can also provide medical assistance. The driver has been given special training for this role. For instance, at the instructions of the doctor, the driver can hand the doctor medical instruments, or operate equipment used by the doctor.

How will the GP get to the right address as quickly as possible?

 

The drivers of the GP on duty are very familiar with and knowledgeable about the region. The cars are also equipped with a navigation system.

In which circumstances can a GP use a flashing light and siren when driving?

 

The drivers of the GP on duty are allowed to use a flashing light and a siren in cases when time is of the essence and a person's life is in danger and the doctor needs to reach the patient as quickly as possible. In principle, as is the case with ambulances, the doctor should arrive within 15 minutes.



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