If you have a question for the assistant or you want to make an appointment with one of the GPs, you can call us on workdays: 070-3824777. Press 8 for English, then press option 5 to make an appointment.

When making an appointment, the assistant will ask you several questions:

• Personal details: Name, date of birth, and if necessary you address and phone number.
• Medical question: The assistant will ask you for which medical problem you want to see a doctor. By doing this she can evaluate how urgent the problem is and how long the appointment will take. She can also give you tips and advices.
• Preference for doctor and/or location: The assistant will ask if you have any preferences for a specific doctor or location and will take this into consideration when making the appointment.

Note: For an appointment with the doctor, 10 minutes is scheduled. 
If you want to discuss several complaints, or for some other reason 
need more time, you can indicate this when making the appointment. 

Are you unsure about making an appointment? On the websitemoetiknaardedokter.nl 
you can see for yourself whether you should go to the doctor or what you could do 
yourself if you have complaints.

Repeat prescriptions can be requested online 24 hours a day via the 
patientportal or via our recipe line (070-3824777, option 2). 
During office hours you can request repeat 
prescriptions by telephone by the assistent (option 5)

When repeating prescriptions always keep close the following details:

• Patient information: Name, date of birth, address and phone number
• Name and dose of the medication
• Dose per day
• Details of the pharmacy
• Take of or delivery

Note: because of the processing time of the repeated prescription at the pharmacy, it is of great importance to repeat the medication in time!

Every weekday between 11.00 and 12.00 am several general practitioners do consultations telephonically (070 3824777, option 6).

You can call a general practitioner for short questions, advices and results.

For small medical issues such as cleaning of the ears, treatment of warts, measuring blood pressure, removing stitches etc. You can visit the consultation hour by the doctor’s assistant. An appointment is necessary.

The conslutation hour is held on:

• Workdays between 14.00-15.00 at the Boomsluiterskade 299.

It is possible to make an appointment for laboratory blood tests at the location Boomsluiterskade 299.

You always need an application form and proof of identity when you come.

You also need to make an appointment. Testing is done daily between 08:00 and 10:00.

Within our practice several nurse practitioners for mental health are functioning. In consultation with the general practitioner, they can give individual support to patients with mental health problems within our practice.

The general practitioner can refer you to the nurse practitioner for mental health to get a better idea of your mental condition, to start the required treatment and to support during treatment. Together with the nurse practitioner you can set goals to work towards. These goals will be set in an individual treatment plan. The support will take place in the form of conversations. Furthermore, e-health can be used as an extra support. Usually 5 contacts (or less) with the POH-GGZ are sufficient.

If necessary, you will be referred to a specialist outside the practice. The POH-GGZ can then ensure a good transfer to a psychologist or mental health institution.

Cancel and no show

We reserve 60 minutes for an intake and 30 minutes for a follow-up consultation.

Given the limited number of places available, we request that you cancel the appointment in time if you are unable to attend.

If you do not cancel, or cancel less than 24 hours (1 working day) prior to the appointment,  will charge a no-show rate of €20. You cannot make a new appointment until this rate has been paid.

When making an appointment, the doctor’s assistant will ask several questions about your medical problem.

The assistants are trained to examine your medical problem. By doing this, they can estimate how urgent you will have to see a doctor and how much time is needed for the appointment.

The assistants are also educated to give you advices about your medical problem. The general practitioner and assistants frequently confer about this.

For patients who are registered at De Doc we are available 24 hours 
a day through our online patientportal. 
With the portal you can make appointments, repeat prescriptions 
and ask the doctor brief questions (e-consults). You are therefore not
 bound by our opening times and you avoid waiting times on 
the telephone.

Registration

To use the patient portal, you must register. Registration is only possible for patients who are registered in practice. In addition, a unique e-mail address must be used. It is not possible to link multiple accounts to the same e-mail address.
After registration your data will be linked to our GP information system. Due to the importance of privacy, we check all links. Once this link is ready and confirmed, you will receive a confirmation email and you can get started.

N.b. When requesting the account you will be asked for your address details and e-mail. It is nice if these match the information that is known to us. Therefore always inform us on any changes such as removals.

Repeat medication
In the online portal you can repeat medication that has been prescribed by us and that you use more often. If you are logged in to your account you will see an overview of the known medication that can be repeated. Here you select the medication that you want to repeat. By choosing “recept aanvragen” you confirm the choice of the medicine to be repeated.

You will receive a confirmation of the medication you have repeated.

E-consultations

With the option “vragen stellen” you can ask brief, NOT urgent, questions to one of our doctors. You can think of questions about lab-results, medication use, follow-up after an earlier consult and others. The e-consultation is certainly not suitable for matters that are urgent or for which the doctor must physically examine you.

If you have doubts about the seriousness of the complaint, always contact the practice by telephone.

Make appointments

<Unfortunatelly it is currently not possible to make appontments with the portal>

In the web agenda you can see which places are still available in the diaries of the different doctors. You can schedule an appointment here at the time of your preference. You will receive an automatic confirmation of the appointment you have made.

Making online appointments is only suitable for single (short) complaints that are not urgent. If you need more than 10 minutes or want to discuss several complaints, please contact the assistant. We also advise you to contact the assistant for questions that are urgent (or if you have doubts about this).

Note: Appointments at Doctor Anema, Stevens, De Jong and Muller are always at Boomsluiterskade 299. Appointments at doctor Haanstra are exclusively for patients who are registered at Doc Haanstra and are always at Stationsweg 35.

Use the app
You can open our patientportal with the link on our page. You can also use the portal on your smartphone. You choose the Uw Zorg Online app in the App Store (iOS) or Google Play (Android).

Have you been to the doctor? Your GP enters your medical data on his computer in your medical file

For instance:

• the advice of the doctor
• the results of the investigation
• the list of your medicines

You can then read your medical data online on your own phone or computer. This is possible after you log in securely to our digital patientportal. You will then have more information to talk to us about your health and to make a choice about your treatment.

Would you like to view your health data on the Internet? Then register now on our online patient portal. Would you like more information about the portal and the digital possibilities. Read our information about the online patient portal.

General practice De Doc is available during office hours  via 070 3824777.

For our Enlish menu, press 8.

For a better service a menu is used:

• Option 1: Emergency line
• Option 2: Repeat prescriptions (24 hours a day)
• Option 3: Cancel an appointment (24 hours a day)
• Option 4: Check resultsfrom a diagnostic test (You will be called back between 15.00 and 16.30)
• Option 5: Personal contact with one of the assistants (till 16.00, unavailable between 13.00 and 14.00)
• Option 6: Telephonic consultations (11.00-12.00)
• Option 9: Intercollegiate talks

Note: we kindly request to use the emergency line only for health problems which need acute medical action of one of our practice workers. Examples are: severe shortness of breath, acute occuring paralysis or chest pain.

Note: the assistents have lunch between 13.00 and 14.00. Between 16.00 and 17.00 only emergency line

In the evening, at night and during the weekend you can call the general practitioners service HADOKS in case you urgently need a doctor. The phone number is: 070 3469669.

It is important to us that everyone feels safe and that we all treat each other with respect.

It can sometimes happen that people get angry or feel frustrated when they don’t feel well or when something doesn’t go as expected. We want to emphasize that we do not accept aggressive behaviour in our practice.

What is aggressive behaviour?

Aggressive behaviour includes shouting, cursing, insulting (over the phone, at the counter or in the consultation room) or even hitting or kicking staff or committing acts of vandalism. These aggressive remarks are very annoying and threatening to those who have to put up with them.

All incidents where employees feel insulted or threatened are recorded and discussed within the practice. The physicians’ assistants are usually the first to hear insulting or threatening language because they are the first to have contact with the patient, either by phone or at the front desk. The general practitioner and the practice manager will be informed of this and one of them will contact you. One of the following measures is taken for each situation, depending on the seriousness of the aggressive behaviour:

• You apologize for your behavior to the employee/doctor involved;
• You will receive a written warning that you must find another GP practice if you repeat;
• In the event of a serious form of aggression – a serious (discriminatory) insult – you will have to look for another GP practice immediately.
• Any form of physical violence will be reported to the police. In that case you will also have to look for another GP practice.

If you have to find another general practice, this means that, from that moment on, you will no longer be treated at the Doc.

We hope, of course, that it will never come to that. We believe that a mutually respectful relationship between patient and caregiver is of the utmost importance.

How to deal with disagreement and anger?

When you are feeling ill or when someone close to you is ill, you may be more impatient and get angry more quickly. We fully understand that. We work with and for sick people every day. And we too are human and can make mistakes as caregivers. If things go wrong or if you don’t agree with the care offered, that needs to be discussed. That is in your interest, but also in ours. We can learn from this. So if you are angry or irritated about something, ask for a conversation. We prefer to have this conversation privately instead of at the counter. Together, we will then look for solutions.

We ask for your understanding and your cooperation.

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Training practice

We believe it is important to provide access to good general practice medical care in the future. We therefore offer internships for GP’s in training. The Doc works together with the GP education program at Leiden University Medical Center (LUMC) for this. A general practitioner in training is associated with the practice for a minimum of one year. He is linked to and supervised by a qualified doctor within De Doc for the entire period.

Scientific research: Your data for the best care

In addition to training general practitioners, we also collaborate on research with the LUMC to improve health and healthcare for you and the people in our neighborhood and city. This collaboration is called ELAN (Extramural Leiden Academic Network).
Researchers may use an anonymous copy of your digital medical data, sometimes supplemented with data from other registrations. Information such as your name, address and your set doctor is not provided to the researchers. If you do not want this, you can indicate this to us. For more information see the ELAN poster and patient brochure, on the internet or in our waiting room.

Since 2014 De Doc and Doc Haanstra have been cooperating.

With this cooperation the quality of our services has been given a boost, thanks to both practices. They can stand in for eachother and work on careprograms and protocols together.

Patients keep the general practitioner they are familiar with, but can also use the wide range of services which is offered by both practices.

Do you have a complaint and would you like to know what you can do yourself?

Are you worried and unsure whether you should see a doctor?

On the website Moetiknaardedokter you wille find information about various complaints and you will receive advise on what you can do yourself and when you should contact your doctor.

The website is available in English, German, Polish, Arabic, Turkish, Russian and Ukrainian.

The general practitioner or family doctor is a physician who is specialized in primary health care, prevention and family based medicine. This includes a wide range of medical issues but also psychological problems, travel medicine and chronic illnesses for example. A GP is part of what, in Holland, is called the “1st Line” and this means it easily and freely (if insured) accessible for everyone. It is necessary to register with a practice however. A GP is based in a specific residential area and cooperates with other health care providers in that area, you can think of fysiotherapists, dietitians or social welfare.

Specialist care, the so called “2nd Line” is accessible after referral from a GP except when a visit to the first aid department is necessary. For emergencies someone can call the general alarm number (112) or the alarm number of the GP (in our practices see 070-3824777, option 1). Urgent care in weekends and evenings is also provided by GP’s in close cooperation with the first aid departments and is accessible via HADOKS (070-3469669).

The AVG is the new law for the protection of your privacy and personal data. Under this law an organization that works with personal data has certain duties. The person whose data is processed has certain rights. In addition to this general law specific rules apply for privacy in health care. These rules are, among other things, mentioned in the medical treatment Agreement Act (WGBO). This privacy policy is intended to inform you of your rights and our duties that apply on the basis of the AVG and the WGBO.

General practitioner
In our general practice personal data is processed in several ways. Firstly in order to be able to treat you medically and secondly to bill you or your insurer for the treatment. In addition, processing is necessary to, for example, prevent serious risks to your health or in fulfilment of a legal obligation (for example, the mandatory reporting of infectious disease under the Act Public Health (WPG)).

The duties of De Doc

GP the Doc is, according to the AVG, responsible for the processing of personal data. Our duties are as follows:

• Your data will be collected for specific purposes:
  • for care services;
  • for effective management and policy;
  • for support of scientific research, education and information.
• There is in principle no processing done for other purposes.
• You will be notified of the fact that personal data is processed. This can be done by your healthcare provider, but also through a directory or via our website.
• All employees of De doc are committed to deal with your personal data confidentially.
• Your personal information is secure from unauthorized access.
• Your personal data will not be kept longer than is necessary for good health care.

For medical records this retention period is in principle 15 years (starting from the last treatment), unless longer retention is necessary, for example for the health of yourself or of your children. This is at the discretion of the practitioner.

Your rights as a data subject:

You have the following rights:

• The right to know whether and which personal data is processed.
• The right to inspect this data and obtain a copy of this data (for as far as the privacy of another person is not compromised).
• The right to correction, addition or deletion of data if necessary.
• The right to ask for (partial) destruction of your medical data, (only if there are no third parties who have an interest in the retaining of this data and the law doesn’t require the retaining of the data).
• The right to add your own statement (of a medical nature) to your file.
• The right to object to the processing of your data(only in specific case).

If you want to make use of your rights please contact us. Your interests can also be represented by a third person. In which case we ask you to provide a written explanation. We will request identification of this third person.
Provision of your personal data to third parties
The staff of the Doc are obligated to deal with your personal data confidentially. This means, for example, that your consent is needed to pass your information to third parties. However there are some exceptions to this rule. Sometimes the law requires doctors to pass certain information. For instance when there is a serious danger to your health or that of others. Information is also routinely passed to other health care workers such as pharmacists in order to process your prescription.
When you want your information to be available to other healthcare workers through electronic means you have to give separate permission for this. Ask for the folder about the LSP.

Transfer of your medical history
When you choose a new GP it is important that he/she knows your medical history. It is common that your previous GP transfers these files to your new GP. Your previous GP does this as soon as possible, in any event within one month after you have asked him/her to transfer the files.
Transfer is done via a secure messaging system. If your GP is not connected to this system (Vecozo) the files are sent by regular mail.

Question or complaint
Do you have a question or a complaint? For example, with whom we share your data or our handling of your medical data? Do not hesitate to ask your doctor or contact our manager Jolanda van Kesteren.

We will always do our best to help you as good as possible. However, it can occure that you are dissatisfied about someting. If this is the case, we would like to hear this so we can search for a solution together.

Find a solution with us

We appreciate it if you initially talk over your complaint personally with the concerning employee of the practice. If you would like to do so, you can submit your complaint through the complaints form. You can send this to our practice by email (info@dedoc.nl). After we have received the complaint, the concerning employee, one of the general practitioners or our complaints coordinator will contact you within 2 workdays.

An independent complaints officer

If this is difficult for you or if you are unable to find a solution with us, you can discuss your complaint with an independent complaints officer. The complaints officer will work with you to find a solution to your complaint or problem. The complaints officer can try to mediate the complaint. The complaints officer does not choose a party and therefore has no judgment. Everything you tell the complaints officer is confidential. You can use the complaint form on the HADOKS website. If necessary, the complaints officer can be reached on telephone number (070) 302 98 20.

In order to properly handle your complaint or signal, it is important that you provide a clear description of when the event took place and about which you are not satisfied. They would also like to receive your name, address, place of residence and telephone number.

Do you prefer to send your complaint to HADOKS by post? Then you can do this at the address below:

Klachtenregeling
T.a.v. de Klachtenfunctionaris
President Kennedylaan 15
2517 JK Den Haag

The disputes committee

If you cannot find a solution with your general practitioner and mediation by the complaints officer, you can request a ruling on your complaint from the disputes committee. This independent committee consists of a chairman (jurist) and members on behalf of the patients and members on behalf of the GPs. The committee is assisted by an official secretary who is also a jurist. The opinion of the disputes body is binding. More information can be found on their website