Terms of care

1. Invoices and reimbursement

A payment agreement governs the way in which the claim is submitted and the reimbursement is paid out. A payment agreement does not automatically mean that ADHD Medisch Centrum has a care purchasing contract with your health insurer or that your care will be fully reimbursed. Your health insurer determines the amount of the reimbursement on the basis of your policy conditions.

With a payment agreement

ADHD Medisch Centrum has a payment agreement for policyholders of Zilveren Kruis, ZieZo, FBTO, Interpolis, De Friesland, De christelijke zorgverzekeraar, VGZ, VGZbewuzt, Univé, IZA, IZZ, UMC Zorgverzekering, UnitedConsumers, ZEKUR, Zorgzaam, ONVZ and VvAA Zorgverzekering. This also applies to patients who are covered by the Regeling Medische zorg Asielzoekers (the medical care scheme for asylum seekers) through RMA Healthcare. We submit the claim for insured care directly to your health insurer. You therefore do not need to submit the care invoice yourself. You may, however, receive a separate invoice for costs that you have to pay yourself, such as the personal contribution or costs due to a no-show (missed appointment).

Without a payment agreement

ADHD Medisch Centrum does not have a payment agreement for policyholders of a.s.r., Ik kies zelf van a.s.r., CZ, CZdirect, Just, Nationale-Nederlanden, OHRA, Menzis, Anderzorg, VinkVink, DSW Zorgverzekeraar, Stad Holland Zorgverzekeraar, Zorg en Zekerheid, Salland, HollandZorg, Aevitae and AZVZ. Are you insured with one of these health insurers? Then you will receive a digital or paper claim invoice from ADHD Medisch Centrum. You submit this invoice to your health insurer yourself. You pass on the reimbursement you receive from your health insurer to ADHD Medisch Centrum. The part of the invoice that is not reimbursed by your health insurer may fall under the goodwill scheme of ADHD Medisch Centrum. The conditions of the goodwill scheme apply to this.

All invoices must be paid within 14 days of the invoice date.

Personal contribution and goodwill scheme

After the advice consultation, you will receive a one-off invoice of €250 for the personal contribution. If you meet the conditions of the goodwill scheme, ADHD Medisch Centrum will waive the part of the insured care costs that your health insurer does not reimburse, after deduction of the personal contribution of €250. The goodwill scheme does not apply to the personal contribution of €250, the deductible, no-show invoices and reimbursements that your health insurer has paid directly to you.

Authorisation

Some health insurance policies require prior authorisation before treatment can start or be continued. No authorisation is needed for diagnostics. Without timely authorisation, treatment may not be able to start, may be interrupted or may not be continued.

2. Appointments and no-shows

Appointments must be cancelled at least 24 hours in advance. In the event of late cancellation, absence or unavailability, an amount of €100 will be charged.

After repeated no-shows, ADHD Medisch Centrum will discuss with you whether, and under what conditions, the care pathway can responsibly be continued. Depending on the circumstances and after careful assessment, repeated no-shows may give cause to assess whether there is a sufficiently serious reason to terminate the treatment agreement.

3. Emergencies and crisis

ADHD Medisch Centrum does not have a crisis service and does not provide acute or emergency care. In the event of a psychiatric crisis or medical emergency, contact your GP or, outside your GP’s opening hours, the out-of-hours GP service (huisartsenpost). Call 112 in the event of immediate or life-threatening danger. Your GP or the out-of-hours GP service can call in the regional crisis service if necessary.

These terms of care apply from the start of your intake and form part of the treatment agreement between you and ADHD Medisch Centrum.

The treatment is subject to, among other things, the Wgbo (Medical Treatment Contracts Act) and other applicable laws and regulations.

Throughout your pathway, a lead practitioner (regiebehandelaar) is responsible for coordinating your treatment.

Both you and ADHD Medisch Centrum are expected to make every effort to work well together and to comply with the agreements made.

Signing or digitally accepting these terms of care does not automatically mean that treatment will also be started after the diagnostics.

In the event of a conflict between these terms of care and the general terms and conditions of ADHD Medisch Centrum, these terms of care take precedence.

For treatment at ADHD Medisch Centrum, a valid referral from an authorised referrer is required before the start of the care pathway. You must provide this referral in good time.

Is a valid referral missing, and is the care not reimbursed as a result? Then the costs may be at your own expense.

If, during the care pathway, a new or additional referral is needed on the basis of laws and regulations, a new care need or the policy conditions of your health insurer, we will inform you of this. You remain responsible for providing it in good time.

During the diagnostics, we assess whether treatment at ADHD Medisch Centrum is appropriate and medically indicated. Various healthcare providers may be involved during the diagnostic and treatment pathway, such as doctors, nurse specialists, psychiatrists and psychologists.

ADHD Medisch Centrum collects, in various ways, the information that is needed to carefully assess your symptoms, functioning and care needs. For this purpose, use may be made of, among other things, diagnostic interviews, questionnaires, collateral history (heteroanamnese: an interview with someone close to you), ROM (Routine Outcome Monitoring) measurements and information from other healthcare providers involved.

You are expected to cooperate in collecting this information and to provide the requested information in good time, completely and truthfully.

If treatment is started, we draw up a treatment plan together with you. This records the treatment goals, the proposed treatment and the agreements made.

The treatment plan is drawn up on the basis of the information available at that time. If a medical or care-related reason for this arises during the pathway, the practitioner may propose not to start, to adjust, to temporarily interrupt or to end a treatment. This may be the case, for example, if the treatment is not sufficiently effective, is no longer medically responsible, side effects or health risks arise, or other care turns out to be more appropriate. A change to the treatment plan will be discussed with you.

Adjusting or ending a specific treatment does not automatically mean that the entire treatment agreement or the entire care pathway is terminated. The conditions for this are described in article 15.

Your situation may be discussed in a multidisciplinary consultation (MDO) with the healthcare providers of ADHD Medisch Centrum who are involved in your care. This allows them to think along together about your diagnostics and treatment. The conclusions and agreements from the MDO are recorded in your medical record.

The way in which we claim for the care depends on the agreements that ADHD Medisch Centrum has with your health insurer. We distinguish between:

• a claim invoice: this is intended for claiming the care provided from your health insurer, states the care services provided and contains the full amount for the care provided, calculated on the basis of the rates of the Dutch Healthcare Authority (NZa);
• a payment invoice: this states the amount that you have to pay to ADHD Medisch Centrum yourself.

A claim invoice is not automatically a request for payment of the full invoice amount.

A payment agreement governs the way in which the claim is submitted and the reimbursement is paid out. A payment agreement does not automatically mean that ADHD Medisch Centrum has a care purchasing contract with your health insurer or that your care will be fully reimbursed. Your health insurer determines the reimbursement on the basis of your policy conditions.

4.1 Claims and invoices for insurers with a payment agreement

ADHD Medisch Centrum has a payment agreement for policyholders of Zilveren Kruis, ZieZo, FBTO, Interpolis, De Friesland, De christelijke zorgverzekeraar, VGZ, VGZbewuzt, Univé, IZA, IZZ, UMC Zorgverzekering, UnitedConsumers, ZEKUR, Zorgzaam, ONVZ and VvAA Zorgverzekering. This also applies to patients who are covered by the Regeling Medische zorg Asielzoekers through RMA Healthcare.

When we have a payment agreement with your health insurer:

• we claim for the insured care directly from your health insurer;
• your health insurer pays the reimbursement directly to ADHD Medisch Centrum;
• you do not need to submit the care invoice to your health insurer yourself.

You may, however, receive a separate payment invoice for:

• the personal contribution of €250;
• a no-show;
• care or costs agreed with you in advance that are not covered by insured care.

These payment invoices must be paid in full within 14 days of the invoice date.

For patients who are covered by the RMA Healthcare scheme, the financial conditions of that scheme apply. They do not pay a compulsory deductible or a personal contribution of €250.

4.2 Claims and invoices for insurers without a payment agreement

ADHD Medisch Centrum does not have a payment agreement for policyholders of a.s.r., Ik kies zelf van a.s.r., CZ, CZdirect, Just, Nationale-Nederlanden, OHRA, Menzis, Anderzorg, VinkVink, DSW Zorgverzekeraar, Stad Holland Zorgverzekeraar, Zorg en Zekerheid, Salland, HollandZorg, Aevitae and AZVZ.

When we do not have a payment agreement with your health insurer:

• you receive a digital or paper claim invoice from ADHD Medisch Centrum;
• you submit this invoice to your health insurer yourself, in good time;
• you provide the full reimbursement statement from your health insurer to ADHD Medisch Centrum;
• you pass on the reimbursement that your health insurer pays directly to you to ADHD Medisch Centrum within 14 days.

The claim invoice may state the full amount for the care provided. This does not automatically mean that you have to pay the part that your health insurer does not reimburse yourself. If you meet the conditions of the goodwill scheme, ADHD Medisch Centrum will waive the non-reimbursed part of the insured care costs, after deduction of the personal contribution of €250.

Separate payment invoices, for example for the personal contribution, the deductible or a no-show, must be paid in full within 14 days of the invoice date and are not covered by the goodwill scheme.

The amount of the reimbursement is determined by your health insurer and depends on, among other things:

• your policy conditions;
• the type of health insurance you have taken out;
• the level of the rate applied by your health insurer;
• any authorisation;
• your compulsory deductible and any voluntary deductible;
• your health insurer’s reimbursement policy.

You are responsible for checking your policy conditions and the expected reimbursement in advance. ADHD Medisch Centrum cannot give any guarantee about the amount of the final reimbursement. Your health insurer determines whether, and up to what amount, the care is reimbursed.

5.1 Deductible with a payment agreement

When ADHD Medisch Centrum has a payment agreement with your health insurer, we claim for the insured care directly from your health insurer. The reimbursement granted is paid directly to ADHD Medisch Centrum.

Do you still have a compulsory or voluntary deductible outstanding? Then your health insurer will charge you this amount or settle it in accordance with its own conditions. You will not receive a separate invoice for this from ADHD Medisch Centrum.

The compulsory and any voluntary deductible remain entirely at your own expense and are not covered by the goodwill scheme.

5.2 Deductible without a payment agreement

When ADHD Medisch Centrum does not have a payment agreement with your health insurer, you submit the invoice to your health insurer and your health insurer pays the reimbursement directly to you.

Your health insurer may offset your outstanding compulsory or voluntary deductible against this reimbursement. You still owe ADHD Medisch Centrum the amount that is withheld as deductible. You can see on your health insurer’s reimbursement statement which amount has been offset as deductible.

The compulsory and any voluntary deductible remain entirely at your own expense and are not covered by the goodwill scheme.

6.1 Personal contribution of €250

A one-off personal contribution of €250 applies to your care pathway. This personal contribution is intended as a contribution towards the costs of the care pathway that cannot be fully funded from your health insurer’s reimbursement.

The personal contribution is invoiced after the advice consultation. If your pathway ends before the advice consultation, the personal contribution is invoiced when the pathway ends.

The payment invoice must be paid in full within 14 days of the invoice date. The personal contribution is not covered by the goodwill scheme.

6.2 What does the goodwill scheme involve?

ADHD Medisch Centrum does not have a contract with all health insurers. For non-contracted care, your health insurer may therefore reimburse only part of the insured care costs. Of the remaining part of these care costs, you pay the personal contribution of €250 (article 6.1). ADHD Medisch Centrum waives the rest under the goodwill scheme, provided that you meet the conditions below.

To be and remain eligible for the goodwill scheme, you must:

• meet your payment obligations towards ADHD Medisch Centrum;
• submit claim invoices to your health insurer in good time;
• provide complete reimbursement statements to ADHD Medisch Centrum in good time;
• pass on reimbursements that your health insurer pays directly to you to ADHD Medisch Centrum within 14 days;
• pay the compulsory and any voluntary deductible yourself;
• cooperate fully and in good time with claims and authorisation requests;
• provide requested information and documents in good time, completely and truthfully.

In the event of late payment, the procedure described in article 6.4 applies.

6.3 What is not covered by the goodwill scheme?

The goodwill scheme does not apply to:

• the personal contribution of €250;
• the compulsory and any voluntary deductible;
• no-show invoices;
• care that is not covered by insured care and about which you were informed in advance;
• costs that are not reimbursed because you did not provide requested information or documents, or did not provide them in time or in full;
• costs that are not reimbursed because you did not cooperate, or did not cooperate in time or sufficiently, with a claim or authorisation request.

6.4 Lapse of the goodwill scheme

The goodwill scheme applies only as long as you meet the associated payment and cooperation obligations.

If you do not meet a payment obligation, you will first receive a payment reminder and then a final demand.

If you do not pay within the period stated in the final demand, the goodwill scheme lapses for the outstanding and future invoices.

The lapse of the goodwill scheme means that the part of the insured care costs that is not reimbursed by your health insurer will after all be entirely at your expense.

For policyholders of, among others, a.s.r., Zorg en Zekerheid, ONVZ, Salland and Aevitae, prior permission from the health insurer may be required before treatment can start or be continued. This permission is called an authorisation (machtiging). No authorisation is needed for diagnostics.

You are responsible for checking whether an authorisation is required for your health insurance, policy or treatment and for obtaining it in good time. ADHD Medisch Centrum will cooperate within reasonable limits and, where possible, can prepare and submit the authorisation request on your behalf.

Your health insurer assesses the request and decides whether the authorisation is granted. ADHD Medisch Centrum has no influence on this decision. Moreover, an authorisation that has been requested or granted does not automatically mean that all care costs will be fully reimbursed.

For a timely and complete request, you must:

• provide the requested information and documents in good time;
• complete and sign the necessary forms;
• answer questions from ADHD Medisch Centrum or your health insurer in good time;
• provide additional information when asked to do so;
• notify ADHD Medisch Centrum immediately of any changes to your health insurance or policy.

You remain responsible for checking the progress and the outcome of the authorisation request. ADHD Medisch Centrum will inform you of the progress known to us and will cooperate with the request where possible.

Do you not cooperate, or not cooperate sufficiently, despite a written request and a reasonable period of time? Then the authorisation request may not be completed in time or in full, and treatment may not be able to start, may be interrupted or may not be continued.

If an authorisation cannot be requested or obtained in time due to a lack of cooperation on your part, the care pathway may be terminated. Costs that are not reimbursed as a result remain at your expense and are not covered by the goodwill scheme.

We process your personal data and medical data in accordance with the General Data Protection Regulation (GDPR, in Dutch: AVG), the Medical Treatment Contracts Act (Wgbo) and our privacy policy.

Where necessary, your data are processed for purposes including:

• diagnostics and treatment;
• keeping your medical record;
• claims and authorisations;
• quality monitoring;
• legal obligations.

Medical data are only shared with third parties if you have given your explicit consent for this, if this is necessary for the provision of the treatment by directly involved healthcare providers, or if disclosure is required or permitted by law.

In our privacy policy you can read more about your rights, including the right to access, a copy, supplementation and, insofar as legally applicable, correction or destruction of your record.

In accordance with the Wgbo, the medical record is kept for at least twenty years from the last change to the record, unless a longer retention period is required by law.

ADHD Medisch Centrum may use artificial intelligence to support administrative processes, communication and reporting. AI is used exclusively in a supporting role and never for independent medical decision-making.

A conversation is only recorded and processed with the help of artificial intelligence if you have given your explicit consent for this in advance. You may refuse or withdraw this consent at any time. This has no consequences for your right to care.

A report drafted by artificial intelligence is always checked by an authorised healthcare provider and adjusted where necessary before it is included in your medical record. The audio recording is deleted as soon as it is no longer necessary for drafting and checking the report.

AI in reporting

After a consultation about your care, such as an MDO, your practitioner may dictate a summary, which is worked up into a draft report with the help of artificial intelligence. The consultation itself is not recorded in its entirety. This draft report is also checked by an authorised healthcare provider and adjusted where necessary before it is included in your medical record.

The processing takes place through the supplier of our electronic patient record, with whom we have made arrangements in a data processing agreement.

You can find more information about this processing in our privacy policy.

You must use the prescribed medication in accordance with your practitioner’s instructions. Medication is prescribed, adjusted or discontinued solely on the basis of your practitioner’s professional assessment.

Inform your practitioner immediately of any changes in your health, pregnancy, use of other medication, allergies and side effects.

Checks may be necessary for safe treatment, for example of your blood pressure, heart rate or weight. If necessary checks are not carried out, or not carried out in time, medication cannot be started, repeated or continued.

An appointment must be cancelled at least 24 hours before the agreed time.

A no-show occurs when you:

• do not attend an in-person appointment;
• cancel less than 24 hours before the agreed time;
• cannot be reached for a telephone appointment;
• are not present at a digital appointment.

For each no-show, an amount of €100 will be charged to you personally. This amount is not reimbursed by your health insurer and is not covered by the goodwill scheme.

In the event of demonstrable force majeure, the missed appointment will not be registered as a no-show.

11.1 Appointments and no-shows during the diagnostic pathway

After the first no-show, you will receive a written warning.

After the second no-show, ADHD Medisch Centrum will discuss with you whether, and under what conditions, the diagnostic pathway can responsibly be continued. Depending on the circumstances and after careful assessment, repeated no-shows may give cause to assess whether there is a sufficiently serious reason to terminate the treatment agreement.

If the treatment agreement is terminated, ADHD Medisch Centrum takes into account its professional duty of care and the applicable due care requirements. If this is medically necessary, we will ensure careful completion, handover or referral back.

11.2 Appointments and no-shows during the treatment pathway

After the first and second no-show, you will receive a written warning.

After the third no-show, ADHD Medisch Centrum will discuss with you whether, and under what conditions, the treatment pathway can responsibly be continued. Depending on the circumstances and after careful assessment, repeated no-shows may give cause to assess whether there is a sufficiently serious reason to terminate the treatment agreement.

If the treatment agreement is terminated, ADHD Medisch Centrum takes into account its professional duty of care and the applicable due care requirements. If this is medically necessary, we will ensure careful completion, handover or referral back.

All invoices from ADHD Medisch Centrum must be paid in full within 14 days of the invoice date. This applies to, among other things, the personal contribution, the compulsory and any voluntary deductible, no-show invoices, invoices for uninsured care and other amounts that are at your expense under these terms of care.

If an invoice is not paid within the payment term, you will first receive a payment reminder.

If payment is still not made after that, you will receive a final demand with an additional payment term of 14 days. This demand states which extrajudicial collection costs may become payable if payment is not made within this term.

If payment has still not been made in full after this additional payment term has expired, your entitlement to the goodwill scheme lapses, ADHD Medisch Centrum may hand over the outstanding claim for collection, non-urgent appointments may, insofar as this is medically responsible and with due observance of the applicable laws and regulations, be temporarily suspended, and ADHD Medisch Centrum may assess whether there is a sufficiently serious reason to terminate the treatment agreement, as referred to in article 15.2.

When suspending appointments or terminating the treatment agreement, ADHD Medisch Centrum acts in accordance with its professional duty of care, the requirements of the Wgbo and other applicable laws and regulations. A treatment agreement is only terminated if there is a sufficiently serious reason for this as referred to in article 15.2, and the required due care has been observed.

Emails, voicemail messages and messages via the patient portal are dealt with during office hours and are not intended for urgent questions or crisis situations.

ADHD Medisch Centrum does not have a crisis service and does not provide acute or emergency care.

In the event of a psychiatric crisis, a medical emergency or danger to yourself or others, you must contact:

• your GP;
• the out-of-hours GP service;
• the regional crisis service;
• 112 in the event of immediate or life-threatening danger.

Your GP or the out-of-hours GP service can call in the regional crisis service if necessary.

ADHD Medisch Centrum does not accept aggression, threats, discrimination, intimidation, violence, fraud, theft, vandalism or other criminal or seriously transgressive behaviour.

Depending on the nature and seriousness of the behaviour, ADHD Medisch Centrum may:

• address you about your behaviour and make additional agreements with you;
• temporarily or permanently deny you access to the premises;
• call in the police or other competent authorities;
• report the matter to the police if there is reason to do so;
• assess whether there is a sufficiently serious reason to terminate the treatment agreement.

In the event of an acute or serious unsafe situation, measures may be taken immediately to protect patients, visitors and employees.

If the treatment agreement is terminated, ADHD Medisch Centrum takes into account its professional duty of care and the due care requirements that apply to this. If this is medically necessary and can be carried out safely, we will ensure careful completion, handover or referral back.

15.1You may decide to end your care pathway yourself. We advise you to discuss this with your practitioner first, so that the consequences and any next steps can be carefully discussed with you.

15.2ADHD Medisch Centrum can only terminate the treatment agreement if there is a sufficiently serious reason for this. This may be the case, among other things, in the event of:

• two no-shows during the diagnostic pathway;
• three no-shows during the treatment pathway;
• serious or persistent payment arrears;
• not cooperating, or not cooperating sufficiently, with a necessary authorisation request;
• knowingly providing or withholding relevant incorrect or incomplete information;
• not cooperating, or not cooperating sufficiently, with necessary medical checks;
• aggressive, threatening, violent, fraudulent or other seriously transgressive behaviour;
• a seriously and permanently disrupted treatment relationship;
• a situation in which ADHD Medisch Centrum cannot provide appropriate, responsible or safe care;
• other circumstances as a result of which ADHD Medisch Centrum cannot reasonably be expected to continue the treatment.

15.3The presence of one of these circumstances does not automatically mean that the care pathway will be terminated. ADHD Medisch Centrum assesses in each situation whether there is a sufficiently serious reason and which measures are appropriate and necessary.

15.4In the event of termination, we take into account our professional duty of care and the applicable due care requirements. Where necessary, we will inform your GP and ensure careful completion, handover or referral back.

During the intake, diagnostics or treatment, it may become clear that the care provided by ADHD Medisch Centrum is not appropriate, not medically indicated or no longer responsible.

We will discuss this with you and explain why the care cannot be started or continued. Where necessary and possible, we will refer you back to your GP or advise you on more appropriate care.

Not starting or not continuing care because it is not appropriate or not medically indicated is a decision about the content of care and is separate from termination due to failure to comply with agreements or other obligations.

Do you have a complaint about the care provided or about the way you have been treated? If so, preferably discuss it first with your practitioner or lead practitioner. We will try to resolve your complaint together with you.

Do you not want to discuss your complaint directly with your practitioner, or are you unable to resolve it together? Then you can make use of the complaints procedure of ADHD Medisch Centrum and ask the complaints officer for support.

More information about the complaints procedure, the complaints officer and the affiliated disputes body can be found in our complaints procedure on the website.

ADHD Medisch Centrum is affiliated with the Geschillencommissie Zorg Algemeen (in Dutch) (opens in a new window), the disputes committee for healthcare. For free and independent advice about a complaint, you can contact the Klachtenloket Zorg (in Dutch) (opens in a new window), the healthcare complaints desk.

By signing or accepting digitally, you declare that:

• you have received these terms of care and have had the opportunity to read them;
• you have taken note of the no-show policy;
• you agree to these terms of care.