Treatment agreement between you and Femmecare

1What is this agreement?

This treatment agreement is an agreement between you and Femmecare. It states that Femmecare provides you with medical care and that you agree to this.

The treatment agreement comes into being as soon as you have an appointment and a doctor or care provider at Femmecare starts your examination or treatment.

2Who provides the care?

Femmecare provides insured medical care. This means that the care you receive from us falls under health insurance, provided you have a valid referral from your GP and the care is insured.

Care is provided by doctors and other care providers who are trained and qualified to do so. Our care providers work in accordance with the medical guidelines, laws and quality standards applicable in the Netherlands. We follow these guidelines because they ensure:

• safe and responsible care;
• care that is proven to be effective;
• equal and fair treatment of patients;
• careful use of medical examinations and treatments.

Femmecare provides planned care and works in accordance with the standards for good care. This helps us give you the right care at the right time.

Femmecare is responsible for the care you receive from us and for organising it properly.

3Your treatment

You receive a clear explanation of:

• your symptoms;
• the proposed examination or treatment;
• possible risks and alternatives.

You decide for yourself whether you agree to the treatment. You can always ask questions or say that you do not want something.

4Your medical file

During your treatment we create a medical file. It contains the details needed for good care. Your details are treated confidentially.

5Transfer of care

Sometimes it is necessary to transfer your care to another care provider, for example your GP or a hospital. This only happens if:

• it is clear who is taking over your care;
• the other care provider agrees to this.

Until that moment Femmecare remains responsible for your care.

6Working together in the event of complications or serious incidents

Femmecare works together with the hospital. If a complication arises during or after your treatment that requires additional or emergency care, we:

• first arrange immediate and safe care;
• contact the hospital if necessary;
• transfer your care carefully to the hospital.

The transfer of your care is always clear and careful. It is recorded who is responsible for your further treatment. Where possible, Femmecare stays involved in your care and ensures good coordination and aftercare.

Symptoms that cannot wait? On our emergency care page you can read who to call and when. In a life-threatening emergency, always call 112.

7Payment and reimbursement

You are responsible for paying for the treatment yourself. This is how it works:

1. You receive the invoice from Femmecare.
2. You submit this invoice to your health insurer yourself.
3. Your health insurer usually reimburses 65% to 100% of the invoiced amount. This depends on your health insurance and policy.
4. After receiving the reimbursement, you transfer the amount received to Femmecare’s bank account.

The part of the invoice that is not reimbursed by the health insurer may be waived as a gesture of goodwill. If goodwill is offered, you pay no personal contribution beyond the statutory own risk.

The above applies only to patients with Dutch health insurance. Patients insured outside the Netherlands are responsible for their own claim; the goodwill arrangement does not apply to them. You can read more about costs and reimbursement on our rates page.

7.1 Goodwill is a gesture, not an entitlement

The goodwill arrangement is a voluntary contribution by Femmecare. It is a gesture, not an entitlement: you cannot derive any rights from this arrangement. Femmecare assesses each request individually and may amend or end the arrangement. Goodwill is granted only when all of the conditions below are met.

7.2 Conditions for goodwill

7.3 Lapse period: 30 days after the invoice date

Questions about your invoice? Email rekenkamer@femmecare.nl.

8Conduct

At Femmecare we consider a safe and respectful atmosphere important. We treat you with respect, and we expect the same from you. This means that:

• we communicate with each other normally and politely;
• there is no aggression, threatening behaviour, intimidation or discriminatory conduct;
• we respect each other’s boundaries.

If this does not happen, Femmecare may decide to end the contact or the treatment.

9Your rights and obligations

10Complaints or questions

Are you dissatisfied or do you have a complaint? We would like to hear it, so that we can look for a solution together. Submitting a complaint costs you nothing.

1. Discuss it with your doctor

   A misunderstanding can often be resolved in a conversation. This is not required: you may also go straight to the next step.

2. Help from the complaints officer

   An independent complaints officer from DOKh will help you free of charge. Telephone 072 527 91 00 (option 2) or geschillen.dokh.nl.

3. Submit your complaint in writing

   Email klachten@femmecare.nl. We confirm your complaint within 5 working days; you receive our written response within 6 weeks.

4. The disputes committee

   Not satisfied with our response? You can then put your complaint to the independent DOKh disputes committee, of which Femmecare is a member.

11Finally

This treatment agreement is based on the Dutch Medical Treatment Agreement Act (WGBO). By receiving care at Femmecare you agree to this treatment agreement.