Code of Conduct
We create a pleasant environment together. Code of Conduct for Patients and Visitors of the Rijnmond After Hours GP Clinics.
Welcome! You are a guest of Huisartsenposten Rijnmond. We therefore ask you to behave as a welcome guest would do. Specifically, this means treating each other with respect and kindness. Treat others the way you would like to be treated too.
To help us all achieve this, we adhere to the following rules.
This code of conduct applies when you are at an after hours GP clinic, and when you are in contact with us by phone or digitally.
This enables us to provide a safe space for everyone.
If you do not comply with the code of conduct, the Board of Directors of Huisartsenposten Rijnmond may deny you access to the after hours GP clinic. We may also inform your own GP about your behaviour.
In some cases, we may involve the police. If you do not have a permanent address or your own GP, then we will keep track of the undesirable behaviour ourselves.
One last request: please leave the waiting room neat and tidy when you leave. Dispose of your own rubbish so that others can also have a comfortable experience in a clean space.
The Huisartsenposten Rijnmond code of conduct
1. We communicate respectfully with each other
Show that you take each other seriously. Listen to each other and allow each other time to respond or explain.
If things go differently than you would like, then work together to find a solution that is acceptable to all parties involved. Avoid offensive, hurtful or discriminatory comments, language or gestures.
2. We do not accept any form of nuisance, or verbal, physical and online aggression.
This applies to all forms of contact with the after hours GP clinic, whether during a visit, by telephone, digitally or through social media. How to avoid creating a nuisance: Keep your voice down, including when speaking on the telephone, don’t play loud music, make sure to put your rubbish in the bin, and sit properly on the chairs.
You should also communicate respectfully when speaking on the phone or communicating through social media channels
If you cause a nuisance, we will call you to account. After that, if you refuse to cooperate then we will involve hospital security or call the police. We will report any serious instances of nuisance to the police. As the perpetrator, you will be required to pay for any costs incurred.
Verbal aggression: You may not obstruct, intimidate or abuse another person. You may not use a threatening posture or language. We do not tolerate extortion.
Physical aggression: You may not obstruct, intimidate or abuse another person. You may not use a threatening posture or language. We do not tolerate blackmail.
Find more information about online offensive behaviour here (Dutch).
3. Pets
Due to the risk of potentially infectious diseases, pets are not allowed into the after hours GP clinic.
This does not apply to assistance dogs, which are welcome at the after hours GP clinic. The assistance dog must remain in the waiting room, however, and may not accompany you to the treatment or examination room, due to the risk of infection.
4. Vandalism
Please take good care of our belongings and those of others. You may not destroy property belonging to others.
We always report vandalism to the police. As the perpetrator, you will be required to pay for any costs incurred.
5. Dangerous items and weapons
You may not bring dangerous items, weapons or hazardous liquids with you.
If we discover these, we will immediately notify the police. They will confiscate the items and/or weapons. We may also ban you from entering the after hours GP clinic
6. Alcohol and drugs
You may not use alcohol or drugs in the after hours GP clinic. Drug dealing is also prohibited.
If you are under the influence of drugs or alcohol, we may refuse you access to the hospital. We will only allow you in if you require emergency care.
7. Smoking and vaping
The after hours GP clinic is a smoke-free area. Smoking and vaping inside the clinic and on hospital grounds are prohibited by law.
A smoking ban applies to many places in the Netherlands, such as the following:
- Buildings accommodating health care, welfare and social services, such as hospitals and after hours GP clinics.
The smoking ban applies at all times; that is, 24/7.
Which products are covered by the smoking ban?
Naturally, the smoking ban applies to tobacco products such as cigarettes, rolling tobacco and cigars. However, the following products are also included under the ban:
- Vapes (e-cigarettes), with or without nicotine
- Products containing tobacco, such as a bong or joint containing tobacco
- Heating tobacco vaporisers
- Chewing tobacco
- Snuff
You can find more information about the smoking ban at the Central Government website.
8. Sexual harassment
We do not tolerate unwanted intimacies, such as wolf-whistling, sexual comments, looks, gestures and touching, and sexual coercion.
We will report any such incidents internally, and investigate potential subsequent steps. This may lead to a police report.
9. Theft
Stealing is prohibited. We always report theft to the police. The perpetrator is required to pay for any costs incurred.
We advise you to take care of your own possessions too. The after hours GP clinic is not liable for damage to or the theft or loss of your possessions. This is regarded as your personal responsibility.
10. Discrimination
Watch your language! We do not tolerate any form of ridicule, abuse or slighting of others based on origin, religion, gender, age, behaviour, appearance or dress. We also watch our own behaviour.
We will report any such incidents internally, and investigate potential subsequent steps. This may lead to a police report.
11. Photos and moving images (reels, shorts, livestreams, films, videos)
You are required to respect the privacy of our staff and others present within the after hours GP clinic. If you want to take movies or photos, you must always ask for permission first.
You may not take photos or films of others or post them on social media without their consent. Naturally, you may photograph and film your own child/children and family members.
If you want to record the conversation during the consultation, please ask for the consent of the health care provider first. You must have permission to make an audio recording of the conversation using your phone, for example.
Distributing the recording without permission is prohibited by law.
12. Security cameras in and around the after hours GP clinic
Ensuring your safety and the safety of others:
In and around our after hours GP clinic, there are security cameras in place to monitor your safety and ours. These cameras make recordings that we keep for 28 days.
We always report theft, violence or other unlawful behaviour to the police.
Would you like to pay us a compliment?
Or are you perhaps unsatisfied with the care we have provided?
Our employees do their best every day to provide you with the best care possible. If you are satisfied with the care you have received, we would love to hear about that. Please feel free to pass on your compliment to our staff and GPs.
Alternatively, perhaps you have an idea for how we can improve our health care and services. You can submit your compliment or tips for improvement through the online compliments form (Dutch). Naturally, it’s also possible that you are unsatisfied with the care or service you have received. We would like to hear about that too.
You can submit your comments through our online complaint form. (Dutch)
We appreciate the opportunity to learn from your experience with us.
For more information about how Huisartsenposten Rijnmond handles complaints and how to report them, you can consult the complaints brochure and our comprehensive complaints procedure. These are only available in Dutch.
We do not tolerate this behaviour from each other
Nuisance, or verbal, physical and online aggression
Pets
Vandalism
Dangerous items and weapons
Alcohol anddrugs
Smoking and vaping
Sexual harassment
Theft
Discrimination