PATIENT GUIDE & FAQs



Your guide to getting care at the IHCH


ALL ABOUT APPOINTMENTS

All about scheduling an appointment, referrals to insurance


PLAN YOUR TRIP

Directions, parking and how to get to us


KEEPING SAFE

How our operations have changed and what you can expect during your visit to the IHCH during the Covid-19 pandemic


QUESTIONS? GET IN TOUCH WITH US

View our telephone numbers, email addresses and contact information for the different departments


INSURANCE, BILLING AND PRICE LIST INFORMATION

All about what insurances we work with, how bills are processed and our Polyclinic price list


OUR POLICIES, YOUR RIGHTS AND RESPONSIBILITIES

Find out more about our privacy policy, our cancellation policy and the IHCH Code of Conduct


FAQ’S


OUR CARE

BILLING & FINANCE

  • What makes us different?
  • Polyclinic waiting times
  • Who should I contact for out-of-hours urgent medical care?
  • Can I get a refil for a medication that was prescribed abroad?
  • What is KPN messenger zorg and why do you use it?
  • I don’t want to use KPN messenger, is there an alternative?
What makes us different?

As an international health centre, run by internationals like you, we not only speak your language but we also understand what it is like to live abroad. The Dutch healthcare system is likely to be different to what you are used to. We adapt to your needs where possible and offer extra services, such as a travel clinic, prevention health checks and much more. We also work with many international insurances and often can bill your insurance directly, so that you don’t have to deal with the hassle. Our services are all at the same location, with our GP Family practice, pharmacy, Polyclinic specialist care and dental clinic all under the same roof! 

Polyclinic waiting times

Our Polyclinic waiting times vary depending on the specialist you wish to see. We generally have much shorter waiting times than most hospitals, and usually see you within 1-4 weeks. Click here to access the latest report on our average waiting times.

Who should I contact for out-of-hours urgent medical care?
For life-threatening emergencies call 112

For urgent medical care during weekends, nights or national holidays call the GP out-of-hours post (Hadoks Zorg) on 070 346 96 69.
Dental out-of-hour emergencies call dental 365 on (0)85 105 0750

Can I get a refil for a medication that was prescribed abroad?

After a consultation with one of our GP’s he/she can prescribe the same medication you started taking abroad. If your medication is not available in The Netherlands we will almost always be able to supply you with the equivalent medication. In all other instances, we will make an effort to import your original medication, while obeying possible legal restrictions and regulations.

For prescriptions for controlled substance (opiates, sleeping pills, tranquillizers etc) you will always be invited for a consultation with one of our GP’s first.

What is KPN messenger zorg and why do you use it?

In accordance with the GDPR (General Data Protection Regulation) all sensitive data, including medical and financial information are submitted to your secure portal provided by KPN Zorg Messenger. To view the content in your secure portal you first have to sign up and create an account with KPN Zorg Messenger. You will receive an invitation from us to do so.

Please note that:
– the chat function is not monitored
– your email address is also your username.

I don’t want to use KPN messenger, is there an alternative?

In accordance with the GDPR (General Data Protection Regulation) sensitive digital correspondence should be sent through in a secure and encrypted manner in order to protect your personal data.

Should you wish to receive correspondence by non-secured (normal) email, please send us an email authorising us to send your correspondence by standard email instead of via KPN messenger zorg.

  • What insurances do you work with?
  • Are all your services covered by insurance?
  • Why was the invoice sent to me and not to my insurance?
  • Why is the invoice only sent to me 3 months after the appointment?
  • I didn’t have an appointment on the date you sent me the invoice reminder
  • I didn’t receive the invoice. I didn’t know I had to pay something.
  • I want the original invoice (for co-payment reminders)
  • Why did I receive an invoice for an annual subscription fee? (inscrijftarief)
What insurances do you work with?

For our GP Family practice, we have contracts with all Dutch insurances. For certain international insurances you will be asked to pay the bill yourself directly after the appointment, and then request reimbursement from your insurance.

For our Polyclinic, we have contracts with many international insurances and ONVZ Dutch insurance. For more information, click here.

Are all your services covered by insurance?

All GP and pharmaceutical services are covered with Dutch insurance, although not always for 100%.  Insurance companies may apply deductions from your own risk (eigen risico).  For other services, such as physiotherapy, coverage is dependant on your personal policy. We recommend you check your individual insurance policy or ask your employer about their collective insurance policies for all details.

Please click on the following links for more on our billing and insurance information:

Why was the invoice sent to me and not to my insurance?

You may have received the invoice directly if you are insured with a company with which we do not have a direct billing contract, or if you have not provided us with your insurance information. We only can send invoices to certain foreign insurances and ONVZ Dutch insurance. Please click on the below links in order to find out which insurers we have direct billing contracts with.

Why is the invoice only sent to me 3 months after the appointment?

The Dutch regulatory system differs from most other countries. In the Dutch hospital sector the system is that not directly after a visit but at the end of a treatment period -with a first treatment 3 months- all the variables of the actions like consultations, diagnostic tests, operations will be entered into a governmental supervised computer program that decides on the price that can be charged to the patient. This price depends largely on the overall diagnosis given, the so called DBC.

For more information about the DBC billing system, click here. 

I didn’t have an appointment on the date you sent me the invoice reminder

The date in the invoice reminder is when the invoice was generated and sent through the secured messaging portal. This is not the date the appointment took place. For privacy reasons, we are unable to disclose the appointment date in the payment reminder.

I didn’t receive the invoice. I didn’t know I had to pay something.

Invoices are sent by secure email (KPN messenger zorg) in accordance with the GDPR law. You will receive an email from KPN messenger notifying you of our email. You will have to make an account with them if you do not already have one (instructions are provided in the email). If you cannot access the KPN messenger or do not want to use it, you may inform us and we would send the invoice to you as a normal PDF attachment in the future.

I want the original invoice (for co-payment reminders)

The invoice was sent directly to your insurance who then partially paid the invoice. If you wish to have a copy of the invoice, you may email us at ppwinfo@ezorg.nl .Unfortunately, we cannot send a copy of the invoice automatically. We also do not have a separate invoice for patient shares, only a notification. This notification is sent as a normal email.

Why did I receive an invoice for an annual subscription fee? (inscrijftarief)

In the Netherlands, the wages of GP’s consist of a subscription fee (inschrijftarief) that covers the fixed costs of the GP practice (building costs, doctor’s assistants, administration, etc.). These costs are ongoing, which is why you pay the subscription fee once a year -even if you have visited a GP or not. In addition to the subscription fee, there is a consultation fee that is charged only when you have an appointment with the GP. 

There is an exception to this rule for transient (passant) patients who require medical attention, but are not residents of the Netherlands or live in another town. These patients pay only a consultation fee, but at approximately three times the standard fee.

For more information about the inscrijftarief, click here. 


We offer a wide range of services

Our popular services



Dental Care


We offer a full range of services including general, preventative and aesthetic dental care.




Mole Mapping


Mole mapping uses a state of the art high-resolution camera that identifies, tracks and records all your moles, as well as flag those that are suspicious, in a system called mole mapping.




Prevention


Our preventive services include health checks, travel medicine and children’s immunizations, nutritional counselling and smoking cessation




Paediatric Care


Our Well Child Clinic at the IHCH is specifically designed for newborns and children until 5 years of age. This periodic growth & development check enables a full body assessment of your child’s health and development




Join our centre


We’ve been there. We know the daily challenges that expats like you face when you move to the Netherlands. We hope to make at least one aspect of that easier for you: healthcare.
The Dutch healthcare system is probably different to what you may be used to. All our services are conveniently located at the same address, and we offer tailor made healthcare to suit your needs.

To join our centre, register with us


Register at the IHCH

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