Patient rights and responsibilities (EN) Patient rights and responsibilities (EN)

Rechten en plichten

Ensuring good care together

At Isala, we believe that good care is only possible if you and your care provider communicate properly with each other. Doctors and nurses cannot see what you feel, think or want. It is important that you tell them what you do and do not want. Ask questions if anything is not going as you expected. Think about your treatment proactively. We work together to ensure good, safe care.

Your rights

This is what you can expect at Isala:

Care for everyone

Everyone is welcome at Isala, regardless of age, gender, race, ancestry, religion, sexual orientation or disability. You will receive care from compassionate care providers who take your needs and feelings into account.

Know your doctor

You have the right to know the names of your primary practitioner and the doctors, nurses and other care providers providing treatment or care. If you do not know who your primary practitioner is, ask.

You are entitled to a primary practitioner, you must be informed about who the primary practitioner is and the primary practitioner cannot simply end the treatment relationship with you.

Clear information on your treatment

You have the right to clear information on your examination or treatment. This can be provided in your own language if necessary. You can request the help of an interpreter for free.
Please inform your doctor if your vision or hearing is impaired. We can then use aids to provide the information in another way if necessary.
Also inform your doctor if you have trouble reading or writing. Your doctor can take this into account.

Your doctor informs you of:

• your diagnosis;
• the pros and cons of a treatment;
• the expected result of the treatment;
• any other treatment options;
• the waiting times of examinations and treatments (only in Dutch).

Doctors, physicians, nurses and other healthcare-providers do their best to inform you as clearly as possible. You may not fully understand or remember all the information provided. If this happens, you can always ask for clarification or further information.

Consent

Your verbal consent is required for any treatment at Isala. After the consultation, the doctor will record your consent in your medical file.
For simple matters, your doctor may assume that you consent if you do not object. Simple matters include taking a blood sample, giving an injection and performing an X-ray.
You always have the right to refuse a treatment or examination. Your doctor is obliged to inform you. Discuss with your doctor why you do not want a treatment or examination. Together, you can determine what care you do need in that case.
If you are admitted to Isala and you leave the hospital against your doctor's advice, the hospital and doctor are not responsible for the medical consequences of your departure.

Attention to pain relief

We pay a lot of attention to pain relief at Isala. Proper pain relief contributes to your recovery, because it is easier for you to be active without pain, for example. Always be honest with your doctor or care provider about your level of pain. Together, you can determine the most suitable type of pain relief.

Confidential treatment of medical information

At Isala, we treat your medical information with care. Your medical information is contained in your patient file. You can read more about this on the page Your patient file (only in Dutch). You can access parts of your medical file on MijnIsala.nl.
Only the care providers directly involved in your treatment can view your medical file during your treatment.
All doctors and care providers at Isala are bound by professional secrecy. This means that they cannot disclose anything you discuss to third parties.

Deciding on your treatment together

At Isala, we consider you a partner. Your doctor does not make decisions about your treatment, you decide together. You can expect your doctor to explain your treatment, after which you can discuss which treatment is best for you. Do not hesitate to ask questions and discuss your doubts and concerns.

Good to know:

• You can always bring someone along to a consultation. Two hear better than one.
• It may be useful to write down your questions, concerns and ideas at home. This can help you remember them during your consultation.
• Remember that there are always various options, such as whether or not to undergo surgery. Discuss the options with your doctor.
• Also visit 3goedevragen.nl

Medical power of attorney

If you are no longer able to make decisions about your treatment, you can appoint a legal representative. This person is then responsible for making the decisions about your treatments. We can provide information on how to appoint a legal representative.

Children under the age of 16

In the case of children under the age of 16, the parents or legal representative will also be asked for consent for a treatment.

Visitation during your admission

You can receive visitors while staying at Isala. We keep our visiting hours as extensive as possible. Cosult the leaflets Admission in Isala about practical information on visitation (see below).
If you do not wish to receive visitors, please inform your nurse. You always have the right to refuse a visit.

Honest information about scientific research

We carry out scientific research at Isala. This is necessary to continue to improve treatments. If you have any objections to this, please inform your doctor. If your doctor asks you to participate in scientific research, it is good to know that:

• It is your decision whether or not you participate in scientific research.
• You can end your participation at any moment.
• Your decision on whether or not to participate in scientific research does not affect your medical care at Isala.

Information about your discharge from the hospital

Hospital admission is only temporary. Afterwards, you can return home or go to a rehabilitation centre or nursing home, for example. It is important that the transition from the hospital to the next location is as smooth as possible. To that end, we discuss your discharge with you (or your loved ones) as early as possible. If necessary, we can arrange a transfer to an institution for follow-up care in consultation with you (or your loved ones).

Before you leave the hospital, you will receive information about:

• the reason for your admission;
• which medication you will be given;
• the guidelines you will need to follow;
• the aftercare you will require.

We will send your general practitioner information about your stay at Isala so that he or she can take over the care when you return home.

Information about the costs of your care

Your doctor will tell you if the cost of your care will not come out of your deductible.

Help with a second opinion

You have the right to request a second opinion, i.e. the opinion of a doctor from another hospital. Your doctor at Isala can help you with that, if you wish.

Permission for photographs, audio and video recordings

You may be asked to participate in an interview or video recording at Isala. This could be for purposes such as use on our website or for making an educational video.
Whether or not you participate in this is entirely your decision. If you wish to participate, you will be asked to sign a form granting your permission.

Spiritual care

Being ill can raise many questions and uncertainties. To help you deal with them, we have spiritual counsellors at Isala. They can help you and your loved ones with questions on ethical matters. They are present in the hospital from Monday to Friday between 08:30 and 17:00. Outside of these times, a spiritual counsellor can be called for you at any time. Ask your nurse.

Your obligations

Ensuring good care together What do we expect from you?

You provide accurate information

You provide us with accurate information on:

• who you are;
• what medication you use;
• which health insurer you are insured with.

In order to provide good care and information, it is important that we know who you are and which health insurer you are insured with. It is also important that we know what medication you use. For every visit, please bring a valid proof of identity, proof of insurance and an up-to-date medication list. You can obtain an up-to-date medication list from your pharmacy.

You are honest with your doctor

You are open and honest with your doctor and other care providers. They are happy to help you decide on your treatment. That is only possible if you let them know how you feel and what you are thinking. It is best if you follow your doctor's advice. If you are unable to do so, do not understand or have doubts about the advice, talk about it with your doctor.

You treat all hospital staff with respect

Aggression towards Isala employees in any form will not be tolerated. Any incidents of aggression will be reported to the police.

You keep your appointments

You arrive at your appointment on time. If you cannot make it, you must cancel your appointment at least 24 hours in advance. This allows us to help another patient in your place.

Photography and filming at Isala

If you would like to make photographs or video recordings during your stay at Isala—e.g. of your child in the ward—please do not include any other patients or staff members in the picture, or ask for their consent beforehand.
If you wish to make an audio recording—e.g. of a consultation with an employee or doctor to listen to at home in peace—you must inform the employee or doctor beforehand.

If you have a complaint, talk about it

If something does not go the way you want, or if you feel that mistakes are being made, talk about it with the care provider involved. This could be your doctor or a nurse. You can often solve the problem together. If this does not help, you can ask to speak to the operational manager of the department.
You can also contact the complaints officer. For more information about this or about submitting a complaint, consult the leaflet Submitting a complaint (see below).