General Terms and Conditions

Mental World is subject to various laws and regulations that govern the healthcare sector. You can find our quality statute, which is approved by the Dutch Healthcare Authority (NZa) and pertains to our legally recognized and authorized healthcare institution, on our website. Additionally, we adhere to several internal policies, summarized in these General Terms and Conditions.

Pre-Service Information

Before we can begin providing care, we require a few things from you: acceptance of our General Terms and Conditions, consent for the exchange of information with your general practitioner and relevant agencies, and agreements regarding the funding of your care. These terms are outlined in the 'Care Agreement,' which we will ask you to sign during your initial appointment.

Respectful Collaboration

We are committed to transparent collaboration with our clients and other stakeholders. We respect the cultural backgrounds, customs, religions, orientations, genders, values, and choices of our clients. We strive to engage as equals, respecting your preferences and boundaries, and expect the same in return. We do not tolerate discrimination, threats, or violence. In cases of domestic violence, abuse, neglect, or criminal behavior, we will take appropriate action to ensure the safety of both clients and staff. If boundaries are crossed, we will address the issue and, if necessary, report it to protect everyone involved.

Records & Planning

At Mental World, we utilize the Careweb platform for our electronic patient records (EPD). Together with your care provider, you will establish a plan for your treatment, involving all relevant parties. Once we reach an agreement, the plan is finalized. It is crucial that everyone adheres to the agreed-upon terms. Should you feel that changes are needed, we encourage you to share your thoughts. If we identify any new challenges or solutions, we will communicate them to you promptly. Throughout your care, we may ask you to complete one or more questionnaires to gain a comprehensive understanding of your needs and challenges. These assessments may also be required by funders, such as insurers or municipalities, and are used anonymously for research and comparison among care providers.

For clients under the age of 23, we are legally required to report our involvement in the Young People at Risk Reference Index (VIR). This index only includes contact information and does not contain detailed case information. Its purpose is to facilitate coordination among various support agencies.

Privacy & Data Sharing

We securely store client and stakeholder information in our digital records (EPD). Our Privacy Policy provides detailed information about your rights regarding the processing of personal data, what data we collect, and the reasons for doing so. Our organization strictly adheres to current laws and regulations, ensuring the confidentiality of your information. Information is shared among our staff only when necessary. The terms regarding privacy, records, and data sharing are documented in the care agreement. As a rule, we do not share detailed information from your records without your consent and limit shared information to what is necessary. However, in accordance with legal requirements or in emergencies, we may deviate from this rule.

When billing a municipality or health insurer, we are required to submit basic personal data (name, date of birth, gender, BSN). In some cases, we may also need to provide health-related data, such as policy or claim details. For claims submitted to your health insurer, a diagnosis-related code must be included. If you prefer not to have this information on your claim, you may sign an additional privacy statement. However, even with this statement, the health insurer may still be able to trace the claim back to a diagnosis, as each claim is associated with a unique rate. If you choose not to share any personal or required data with funders, you may opt to pay for your care independently.

Complaints procedure

Mistakes can happen wherever people work, and we are no exception. While we strive to provide the highest quality care, we understand that errors or decisions may occur that you find difficult to understand or accept. As a client or stakeholder, you have the right to file a complaint regarding any (perceived) mistakes or decisions. The complaints procedure allows clients to express dissatisfaction and helps us improve the quality of our services.

If you have a complaint, we encourage you to first discuss it with your contact person. If the issue cannot be resolved, a meeting with the manager or another mediator is the next step. For confidential matters between you and your care provider, you may also approach the manager or a confidential adviser directly. If your complaint remains unresolved or if you prefer not to follow the previous steps, you can submit a written complaint directly to the external Complaints Committee at LVVP@klachtencompany.nl. This independent committee will investigate your complaint and provide a ruling.

Confidential Adviser

If you have a concern or issue that you cannot or do not wish to discuss with your contact person or their manager, you can approach the confidential adviser. The confidential adviser operates independently and handles all inquiries with strict confidentiality. No substantive information will be disclosed without your consent. The adviser will discuss the issue with you and offer guidance on potential actions. The adviser can also mediate in conflict situations. You can reach the confidential adviser directly at vertrouwenspersoon@MentalWorld.nl.

Safety First

Our team works closely with all stakeholders to ensure a safe environment for our clients and their surroundings. If safety is at risk, we will take action, even if you or those involved prefer otherwise. When possible, we will first discuss our concerns with you or the involved parties to create a plan for restoring safety in the short term. In severe cases, where support is insufficient or there is immediate danger, we will report the situation to the police or a municipal authority. Even in such situations, we remain involved and maintain communication. Intervention is sometimes necessary, and we approach it with transparency. Mental World adheres to all national laws, protocols, and procedures in these situations. We recognize that people sometimes struggle to care for themselves or others effectively during certain periods or phases.

Financial Responsibilities

At the start of your treatment, you will receive relevant information regarding the financing of your care, including any potential out-of-pocket costs. If you cannot attend an appointment, you must notify us at least 24 hours in advance. You can cancel appointments by phone, voicemail, or email, through either the branch or your care provider. If you fail to attend an appointment without timely cancellation, we will charge a fee of 95 euros per hour.

Customised Accessibility

We establish clear expectations so that you know what to expect. Together with your care provider, you will determine your needs and agree on when your care provider will be available to you. In case of an emergency, always dial 112.