House rules of Mydent

We work strictly by appointment to provide you with the best possible care without waiting times. This means it is unfortunately not possible to come in without an appointment for treatment. You can easily make or change an appointment by phone, email, or directly at the practice.

If you arrive late for an appointment, it may not be possible to complete the treatment as planned, or it may even need to be rescheduled. We understand that this can occasionally happen, but we kindly ask you to always arrive on time so we can provide you with the care you deserve.

As an extra service, we send you a reminder for your appointment. Please note that this is a reminder, not a confirmation. We expect you to keep track of your own appointments and to arrive on time.

If you cannot make an appointment, please let us know at least 24 hours in advance. This allows us to reassign your reserved time to other patients.

If you do not notify us within the 24-hour period, the following rules apply for regular treatments:

• The first time, no costs will be charged.
• After the first time, we will charge €10 per 5 minutes of reserved time. The total amount will depend on the reserved time slot.
  
  If you repeatedly fail to attend appointments, we reserve the right to deregister you as a patient. You will then be asked to find another dentist. Before deregistration, you will receive a written warning.

We may deviate from these rules if the reserved time or circumstances require it. In that case, the penalty fee may be higher, for example for special treatments or longer time slots.

For missed emergency appointments, a standard fee of €50 will be charged. This applies to both our own patients and patients from outside our practice.

If you have a dental emergency outside our opening hours or on Sunday, you can contact Dental 365 at 085 105 0750. We always do our best to help you quickly, especially in cases of pain. In many cases, we can even help you on the same day.

After your treatment, you will receive an invoice listing the procedures performed. The rates for each procedure are determined nationally and shown with the corresponding code on the invoice.

• Basic insurance: Payment must be made directly in the practice.
• Dental insurance: If you have dental insurance, the invoice will first be sent to your insurer. Any costs not covered will be sent to you by Infomedics, who handle the billing process.
• Guardianship: If you are under financial guardianship, we need prior permission from your guardian before starting treatment.
• WLZ: If you have a WLZ (Long-Term Care Act) indication, please let us know.

We aim to keep everything clear and transparent so that you don’t have to worry about the administrative side of your care.

Address changes and claims
If you move, please notify us, your insurer, and Infomedics (our administrative partner) of your new address. This helps prevent unnecessary interest charges or collection costs.

Claims
Infomedics processes all claims for our treatments and ensures they are handled accurately and efficiently. They can be reached at 036-2031900.

For extensive treatments, you will always receive a clear cost estimate in advance. Once you approve the estimate, we can proceed with the treatment. If you have any questions or doubts after receiving the estimate, we are happy to discuss it with you before starting.

Smoking, pets, and phones:
We want your visit to be as calm and pleasant as possible. Therefore, we ask that you do not smoke in the practice and leave pets at home (except for service dogs). Please set your mobile phone to silent or switch it off so we can treat you and other patients without interruptions.

Please keep an eye on your personal belongings at all times. Unfortunately, we cannot be held liable for damage, loss, or theft of personal items.

We hope you are always satisfied with the care you receive from us. However, if you are not entirely satisfied, we welcome your feedback and will work with you to find a solution.

• Talk to us: If something is wrong, please discuss it with us directly. This often resolves issues quickly.
• Send an email: If you prefer, you can send your complaint to klachten@mydent.nl.
• KNMT Complaint Procedure: If we cannot resolve the issue together, you may submit a complaint free of charge to the KNMT (Royal Dutch Dental Association).
• SGIM: If mediation by KNMT does not resolve the issue, you may contact the SGIM (Dental Disputes Committee). Their decision is binding, but costs may apply.

Your privacy and protection of your medical data are a top priority for us. We strictly follow the General Data Protection Regulation (AVG). Your data is shared only through secure Zorgmail.
All our staff are bound by professional confidentiality and cannot share your information with third parties without your consent.

Right to information
We will always inform you about:

• The nature and purpose of the proposed treatment or examination
• Any risks, consequences, and prognosis
• Possible alternatives
• Associated costs

If something is unclear, do not hesitate to ask.

Extra services

• Financial advice: We provide a treatment plan and cost estimate beforehand and can create a multi-year plan if needed.
• Check-up reminders: We schedule your next check-up 6 months in advance and contact you if you cannot make it.
• Appointment reminders: We send reminders via email as an extra service, though we cannot guarantee you will always receive them.