Frequently asked questions | FAQ

If you have any doubts about whether you need medical assistance,
research has shown that a lot of people find the answers they are looking for on the Internet.

People who are digitally literate

If you are digitally literate, we can often provide you with the help you need via this website.
Please go to the home page of this website and choose your health issue amongst the images.

There you will first have to answer a couple of questions.
After that you will be given some personalised advice.
Alternatively, you can continue the conversation with a colleague via the chat.

People who are not digitally literate

If you are not digitally literate and are facing an emergency,
you can telephone us on +31 (0)24 352 35 79.

If you need immediate advice, you should go to the home page and click on the 'Other complaint' tile:

After that you should select 'Fever'. Answer the questions for your child.

This is mandatory under the Digital Government Act (Wet Digitale Overheid).
Logging in with the DigiD app is safe and easy
because you do not need to remember the Spreekuur.nl login details.

If you would like to find out more about the DigiD app, please go to: https://www.digid.nl/inlogmethodes/digid-app/

You can only log in if you provide an additional level of security.
This is also mandatory under the Digital Government Act.
It requires a one-off check of your ID card, passport or driving licence.

If you do not have a valid Dutch identity document,
you will unfortunately not be able to log in.

Please watch this video for the relevant instructions:

Weekends are often busy.
Sometimes all our assistants will be busy taking calls.
If that is the case, you will be put on hold.

It is important to prepare properly.
You need to write down the necessary details in advance.
We will need the following details on the patient on whose behalf you are calling:

1. Citizen service number (Burgerservicenummer, BSN)
2. Name and address
3. Date of birth
4. GP
5. Medication

NB. If the situation is life-threatening please press 1.

Yes, you can call us via the KPN Teletolk text and image mediation service.
A dedicated KPN employee will then convert your typed text into spoken sentences.

Conversely they will make sure you can understand our spoken sentences.
More information is available here.

If you call +31 (0)24 357 35 79,
you will not have to pay any costs at all.
Until the end of this year you can also call a 0900 number.
However these calls are not free of charge.

You will first be charged four and a half eurocents and then 10 eurocents per minute.
It is better to call our 024 number.

+31 (0)24 – 352 35 79
Please only call us if you truly need a GP quickly.
Otherwise, please wait until your own GP surgery is open.

We may also be able to help you via our digital (online) consultation service (complaint tiles on the homepage).
There you can obtain advice,
or you can converse with us via messages (chat).
You can also submit photos or start a video call.

The digital consultation service is open:

1. on Monday to Friday from five in the afternoon until half past ten in the evening (5.00 pm - 10.15 pm);
2. on weekends from quarter to seven in the morning until half past ten in the evening (7.00 a.m. - 10.15 p.m.);
3. on public holidays from quarter to seven in the morning until half past ten in the evening (7.00 a.m. - 10.15 p.m.).

If you make an appointment, we will be able to provide you with the care you need in good time.
This applies to anyone who needs help.

However, more urgent cases will take precedence.
We will do our best to keep your waiting time to a minimum.

If you are in any doubt, you should call the emergency out-of-hours GP service.
If necessary, we will refer you to another provider.

If you go to the hospital without making an appointment,
you should report to the emergency out-of-hours GP service reception desk.
That is what we have agreed with the hospital.

You can only do so in cases of genuine emergencies.
This means medical issues that cannot wait until your own GP surgery reopens.

Our task is not to deal with everyday medical issues.
If you need help with these, you should make an appointment during the day with your own GP.

Neither is it our task to deal with repeat prescriptions or provide a doctor's second opinion.

That is not a good idea.
We work on the basis of appointments in order of 'urgency'.

If you make an appointment first, we will be able to help you more effectively.
You will also know exactly when to attend.
That means you will not have to wait so long.

This approach enables us to provide everyone with the care they need in order of urgency.
Please contact the digital consultation service at the home page or contact us by phone.

No appointment

If you come to the emergency out-of-hours GP service without having made an appointment,
we will first ask you a few questions about your state of health when you arrive.
This approach enables us to work out how we can quickly provide you with the help you need.

Afterwards, you will be asked to wait in the waiting room if that is at all possible.
The fact that you do not have an appointment may mean that you have to wait longer.

Sometimes there are emergencies that take precedence.
Sometimes consultations with a GP take longer than expected.

We hope that you will be patient and bear with us if you have to wait.
We will try to be with you as quickly as possible.

1. Your ID card or passport.
2. A list of your medications,
3. or the medications themselves.

Yes you can.
We will try to take your preference into account.
Please discuss this with the GP at the emergency out-of-hours GP service.
You are not always obliged to go to a nearby hospital.

The GP always checks the advice given by an assistant.
This is because the GP has ultimate responsibility for that advice.
This is why your bill refers to a 'telephone consultation' (in Dutch: telefonisch consult).

The details we have on you are probably incorrect.
Please call our records department on: +31 (0)24 352 35 76.
You can also send an email to fin-administratie@neohuisartsenzorg.nl

The Dutch Healthcare Authority (Nederlandse Zorgautoriteit) sets the prices you have to pay.
There is nothing we can do about this.

Prices are set by the Dutch Healthcare Authority.
They do the same for other healthcare organisations.
Prices are reviewed every year.

However, different emergency out-of-hours GP services may charge different prices.

Please click for the overview of prices (and switch to English).

Yes, GP care is always reimbursed.
This includes the care we provide in the evenings, at night, at weekends or during public holidays.
The amounts are not deducted from your excess either.
They are included in the basic health insurance package.

Additional charge
However, you may have to pay, or pay an additional charge for:

1. medication prescribed by the GP;
2. treatment by a hospital doctor, a psychologist or another healthcare provider the GP refers you to;
3. blood tests or a scan in hospital that the GP arranges for you.

Excess
Some charges for treatment are deducted from your excess.
The compulsory excess is €385 per year.
This applies to everyone who is over the age of 18.
That means you yourself pay the first €385 of healthcare costs not covered by the basic insurance package.
GP care is included in the basic insurance package.

Whether or not the health insurer contributes above that 385 euros also depends on how you are insured. This may be the case, for example, if you have supplementary health insurance.

How to proceed if you are in any doubt
Please check your insurance documents to find out how are you are covered for healthcare costs.
Alternatively you can telephone your health insurance company.

This is possible in the evening, at night and during the weekends only in the event of an emergency.
You will then be given only as much medication as you need until your own GP surgery reopens.

You can then request the rest of the medication from your own GP.

Yes:

1. In Boxmeer you will find the out-of-hours pharmacy in the main hall (the Atrium) of Maasziekenhuis Pantein hospital.
2. In Nijmegen you will find the out-of-hours pharmacy next to the emergency out-of-hours GP service. This is located in the emergency department (Spoedplein) in the Canisius Wilhelmina hospital building.
3. In Nijmegen you will also find an out-of-hours pharmacy in the Radboudumc hospital.
   It is located next to the main entrance to the hospital.
   
   More information on pharmacies can be found here.

Many types of medication are reimbursed, but the costs will be deducted from your excess.
In the case of other medication, it depends on how you are insured.
You should therefore check your insurance documents.

If you collect medication from the out-of-hours pharmacy in the evening, at night or during the weekend,
you will pay more because it is outside the pharmacy's standard opening hours.

You can find more information at apotheek.nl.

Yes, but only if you previously gave permission to do so.
You can give your permission via your own GP or digitally at www.volgjezorg.nl/en.

Once you have given your permission, our staff and the GP can view a summary of your medical records.

Yes. We record all telephone calls.
This is only permitted under strict legal rules.
We keep the conversations for 5 years.

We do this for training purposes.
Strict rules also apply to relistening to phone conversations.

We do this for training purposes.
It's enables us to improve the quality of our conversations with patients.
A recorded conversation is also an important resource in the event that you want to make a complaint.

Yes. We will let your GP know the next working day.

Yes you can.
You can send an email to: klachtenhuisartsenpost@neohuisartsenzorg.nl.

Please provide, in any event, the following details:

1. Date, time and place of your contact with us (Nijmegen or Boxmeer).
2. Your name, telephone number and date of birth.
3. A brief description of your complaint or suggestion.
4. Does the complaint or suggestion concern someone else?
For example, your parent or child?
If so, it is important that you provide their name and date of birth.

We will then work with you to try and find a solution.
It is important that you remain confident in the service we provide.

If you want to give us positive feedback, please send us an email: info@neohuisartsenzorg.nl

Please write your positive feedback in the email
and tell us when it was that you had contact with the emergency out-of-hours GP service.