Frequently Asked Questions

We do have some terms and conditions, we consider this important information.

That’s why it is on the top of the FAQ food chain:)

Ready?

---

Terms and Conditions – The Student Doctors

Welcome to The Student Doctors general practitioner service. Please note that this is a paid service, and by using our services, you (the user/patient) agree to the following terms and conditions. We strongly advise you to read our FAQ for further details about the service.

1. Urgent Medical Matters

1.1. Users acknowledge that urgent medical matters cannot be adequately addressed through our chat service.

1.2. Users are advised to contact Hadoks emergency services in case of urgent medical issues.

1.3. We encourage users to reach out to us first before utilizing Hadoks emergency services.

2. Emergency Number

2.1. Users agree that they know how to find the emergency number. After logging in, they can access the emergency number by clicking the “Make an Appointment” button and locating it in the lower right corner of the following page.

2.2. The emergency number should only be used in urgent medical situations where immediate attention is needed or when response times are deemed too long.

3. Availability of Emergency Line

3.1. The emergency line is only available on weekdays (08:00 – 17:00) and is closed on official Dutch holidays.

4. Response Time

4.1. While we strive to answer inquiries as quickly as possible, users acknowledge that response times may be delayed due to factors such as a shortage of doctors. In case of a medical issue requiring urgent attention, users must call the emergency line or seek healthcare elsewhere.

5. Patient Status and Obligations

5.1. Patients are registered at The Student Doctors practice as “passing-by” patients. This means they do not have access to all aspects of Dutch first-line GP healthcare. As “passing-by” patients, the practice does not receive periodic funds for their care, and we are not obligated to provide healthcare at all times or be present within 20 minutes in case of an emergency.

For comparison, patients registered at a standard practice receive full healthcare services, including immediate attention in case of an emergency. However, at The Student Doctors, we offer greater flexibility and accessibility, assisting more people without being restricted by location.

6. Payment

6.1. Users acknowledge that The Student Doctors is a paid service, costs are explained in the FAQ and can change over time due to legislation.

6.2. We strive to ensure an easy and low administrative load for our patients by directly invoicing insurances that allow this process.

6.3. If direct invoicing to the insurance provider is not possible or permitted, The Student Doctors reserves the right to send the invoice directly to the patient.

6.4. Patients are responsible for ensuring their insurance details are correct and up to date in their records to facilitate smooth invoicing.

6.5. Patients are obligated to pay invoices sent to them directly within the stated timeframe. Failure to do so may result in additional administrative fees or refusal of further services.

6.6. Users acknowledge that the consultation time is not limited to the face-to-face interaction. It also includes time spent preparing for the consultation and completing necessary follow-up tasks, such as writing referrals or updating medical records.

7. Startup Phase Disclaimer

7.1. Please note that we are a startup business, and errors may occur within the online environment, which could affect your experience.

8. Registration Process

8.1. Patients must complete the identification process via chat to be fully registered. Incomplete registrations will not be considered.

9. Medication Prescriptions

9.1. We do not prescribe medication without a referral note from a previous doctor or a valid medical explanation of use.

10. Patient Responsibility for Information

10.1. Patients are responsible for ensuring that their file contains all necessary information, including a detailed medical history, current medication use, allergies, intoxications, and family history. We encourage patients to provide their medical file via chat or through FileTransfer from their previous GP.

11. Diversity and Inclusion

11.1. We welcome patients of all backgrounds and skin colors. Discrimination of any kind is not tolerated.

12. Intellectual Property

12.1. All content, trademarks, logos, and service marks displayed on the Service are the property of The Student Doctors or its licensors. You are not permitted to use any of these without our prior written consent.

13. Dutch Healthcare System

13.1. Patients acknowledge that the Dutch healthcare system may differ from what they are accustomed to. Doctors in the Dutch system may approach tests and referrals thoughtfully, taking into account the patient’s benefit and social acceptability. This approach reflects the public healthcare system, as opposed to a private one.

Conclusion

By using The Student Doctors’ services, you agree to abide by these terms and conditions. We reserve the right to update or modify these terms at any time. It is your responsibility to review these terms periodically for changes. If you do not agree with these terms, please do not use our services. For any questions or concerns, please contact us, and be sure to check our FAQ for more details about our services.

---

Access to our healthcare services is granted only after completing the registration process in full. After your initial registration, we will review your application, and depending on availability we will send you an e-mail with confirmation of registration.

Once registered, you’ll have access to our digital platform for scheduling appointments and communicating with our medical team.

The Student Doctors follow a digital-first approach. After logging in, you can start a conversation through our secure platform to discuss your medical concerns with our team. We prefer online contact, but some problems are better discussed in person via a call me back appointment or a physical appointment.

Yes, after logging in, you have the option to schedule a “Call Me Back” appointment. Our medical team will contact you at the agreed time to address your medical queries.

To schedule a physical appointment, log in to our platform and request an appointment. Our medical team will review and approve your request based on medical necessity.

Our physical appointments take place at the following address: Nieuwe Uitleg 29. For directions, click here. Access is only granted if you have an appointment.

No, access to the clinic is granted only to patients with scheduled appointments.

Upon confirmation of your appointment, you will receive an email with a code to open the clinic’s door. Proceed to the end of the hallway and make yourself comfortable while waiting for the doctor.

In case of life-threatening situations, please call 112. In case of a very urgent, but not life-threatening situation, call us on the emergency line provided after login. Head to appointments, call the number and press 1 to reach our emergency line.

Payment procedures vary depending on your healthcare insurance provider.

We will take care of your administrative hassles. We will always send the invoice directly to your insurance provider. If the provider does not pay us directly, we ask you to pay the invoice. We will provide you with a payment link and an invoice. You can reimburse the costs, please follow the instructions of your healthcare insurance provider.

• We work together with Insure to Study and AON.

• We accept the European Health Insurance Card (EHIC). Make sure you send us a copy of your EHIC.

Doctor consultations are billed based on the amount of time spent on healthcare-related questions during the conversation, whether online or in person.

What are the costs for patients?

International insurances

The costs for patients are based on the NZa tariffs (Nederlandse Zorgautoriteit) for foreign patients without Dutch insurance. These tariffs are as follows:

• Short consultation: €19.56
• Normal consultation: €39.12
• Long consultation: €78.25

It’s important to understand that the costs reflect not only the time spent during the consultation itself but also the additional time and effort required for:

• Preparing for the consultation (e.g., reviewing your medical history).
• Writing prescriptions and referral letters.
• Consulting with specialists if needed.
• Handling administrative tasks related to your visit.

This ensures that we can provide high-quality care while meeting the necessary regulatory and administrative requirements.

*For EHIC, AON and Insure to Study we can process the invoice directly, no payment is necessary.

Dutch healthcare insurances

We can directly send invoices to the insurance, you do not have to pay anything.

Additional costs are possible in case of other examinations (i.e. bloodexam, ultrasound, X-rays) and in case of a referral to the specialist.

If you have questions about the costs or services provided, feel free to contact us. We are committed to transparency and quality in your healthcare experience.

You can request repeat prescriptions through the form provided after logging in. Please attach a photo of the medication box for clarity and include the original prescription. If you don’t have a prescription, an in-person consultation is required before we can prescribe any medication.

Only for urgent medical care after hours, you can contact HADOKS at 070 346 9669. Please use this service only if your complaints cannot wait until regular office hours.

We appreciate your feedback! You can share your thoughts via the different feedback buttons, or just click here.

To streamline communication and maintain simplicity, we use starting a conversation on our digital platform as our primary communication channel. This allows us to keep all interactions in one place.

Yes, this is possible! Please do read chapter 5 of our terms and conditions, to fully understand our services.

We are open from 08:00 – 17:00, Monday through Friday. We strive to answer via chat within 24 hours or faster.

We would love to talk to you right away, but as a start-up, we need some time to get there. So for now we will respond within 24 hours. Aiming to be faster every day.

During weekends we are in chill mode. So if you send us a message on Friday after 14:00, we wil respond to you on Monday. For urgent situations you can reach us until 17:00 off course.

The Student Doctors is an initiative to provide international students with healthcare that is tough to find in The Netherlands. With a digital-first approach, we aim to answer your healthcare-related questions online and see you in person when necessary. Being a start-up we start with a closely guarded pack of colleagues. We aim to grow slowly, so we can guarantee the high quality that we stand for.

At the start, we have a response time of 12 hours. It’s a bit long, we know. As we grow we will be able to increase the flock of doctors. Meaning that we will be able to answer your questions faster every day. Our goal in the near future is to help you within minutes after you start a conversation.

We will introduce new features regularly, and we kindly ask you to provide us with all the feedback you got. Hiccups are part of the journey and are to be expected, we thank you in advance for being patient with us.

After logging in, you can get in touch with us by starting a conversation. An available doctor will answer your question, upon which your conversation starts. It’s as simple as WhatsApp, both you and the doctor can be online or offline. You can share documents, photos, or pdf’s.

Soon you can choose which doctor you want to talk to based on what language they speak, their medical expertise, and more.

We are currently only situated in The Hague, but aim to open hubs in the bigger Student Cities.

So keep an eye on us!

Of course, enjoy the read!

Privacy Statement

At The Student Doctors, we are dedicated to preserving your privacy, and this statement outlines how we manage your personal data. Our data processing adheres to the General Data Protection Regulation (GDPR), the corresponding Dutch implementing law, and all applicable healthcare privacy regulations, including the Medical Treatment Contracts Act (WGBO).

Overview

At The Student Doctors, we may process various types of your personal data. This is essential for appropriate medical treatment and necessary for handling treatment-related financial matters. Moreover, data processing might be required to address severe health threats or fulfill legal obligations (e.g., mandatory reporting of infectious diseases under the Public Health Act).

Additionally, we process non-identifying patient information, such as details about care provision and service usage. This information is not shared with other parties. This data is used exclusively in aggregated or pseudonymized forms to develop and optimize care methods, processes, and solutions.

Responsibilities

As per the GDPR, The Student Doctors is the data controller for the processing occurring within our premises. We adhere to the following obligations:

Your data is processed for specific purposes:

• Providing healthcare
• Communicating with you
• Efficiently managing The Student Doctors, including financial settlement
• Maintaining quality standards (unless you object)
• Supporting scientific research, education, and information (unless you object)

Processing for other purposes is minimal. Legitimate interest-based processing is limited to aggregated or pseudonymized data. We notify you when processing your personal data, through your care provider, informational materials, and our website. All staff members are committed to maintaining your data’s confidentiality. We employ robust security measures to prevent unauthorized data access. Personal data retention aligns with healthcare requirements, typically up to 20 years after the last treatment, unless prolonged retention is necessary for health reasons.

Data is processed primarily for medical treatment and legal obligations. Some processing is based on legitimate interests, and certain data might be processed with your consent.

Your Data Rights

As a data subject, you hold the following rights:

The right to know whether your personal data is processed and the extent of processing. The right to access and rectify data (without infringing on others’ privacy). The right to request partial or complete destruction of medical data, subject to legal considerations. The right to add a medical self-declaration to your file. The right to limit processing and object in specific cases. The right to withdraw consent for processing based on consent. The right to file a complaint with the Dutch Data Protection Authority.

To exercise these rights, contact us verbally or in writing. You can also designate a representative to act on your behalf.

Sharing Data with Third Parties

The Student Doctors staff is bound by confidentiality. Explicit permission is required for sharing personal data with third parties, with exceptions under specific circumstances. Some data exchanges occur for healthcare provision purposes, such as sharing data with pharmacists and other healthcare providers.

We collaborate with service providers for tasks like using a general practitioner information system, governed by processing agreements adhering to GDPR guidelines.

Data Exchange

With your explicit consent, we securely exchange relevant medical data with the general practitioner (HAP) via the National Exchange Point or other suitable services. This ensures coordinated healthcare provision. Medication data might also be shared with pharmacies and medical specialists, promoting medication safety.

File Transfer

When you choose a new healthcare provider, your medical history is crucial. Your old provider typically transfers your patient file to the new one within one month. You have the right to inspect and receive a copy of your file, and it can be transferred via secure email.

Questions or Concerns?

For questions or concerns about data sharing or management, including medical data handling, your healthcare provider is available for discussion.

Contact Information

The Student Doctors, Nieuwe Uitleg 29 2514BR The Hague