Practice Policies – Tandheelkundig Centrum Arnhem Noord

To help us organise our work efficiently and avoid misunderstandings in communication, our practice has established the following policies. All patients are expected to be aware of these rules.

You can find our practice policies below:

Appointments and Treatments

Treatments are carried out by appointment only.
Severe pain complaints are treated within 24 hours (excluding weekends and public holidays). We reserve dedicated time slots each day for urgent cases. If extensive aftercare or completion of an ongoing treatment is required, a follow-up appointment will be scheduled.
No treatment is performed during a routine check-up. If treatment is required, a separate follow-up appointment will be arranged.
If you have a healthy mouth, we usually take dental X-rays once every two years. This interval may vary depending on your oral health. X-rays may also be taken in case of pain complaints or if any abnormalities are detected during a routine check-up. This helps us make an accurate diagnosis.
It is your responsibility to attend your routine check-ups so that we can detect any changes or potential problems in time. If you do not follow this schedule, you cannot hold the dentist responsible for issues that may arise. We may send you an email reminder when it is time to schedule an appointment. This is a courtesy service and no rights can be derived from it.
Before your scheduled appointment, we may send you a reminder by email and SMS. This is a courtesy service and no rights can be derived from it.
You remain responsible at all times for making and attending your appointments.
You are welcome at our practice even if you have health-related concerns. Infection prevention measures in Dutch dental care are very strict, allowing treatment to be carried out safely.
If you wish to reschedule your appointment, please inform us by phone at least 24 hours in advance. If your appointment is on a Monday, you may cancel by email during the weekend, provided this is done at least 24 hours in advance. If you fail to reschedule in time (including in case of illness), we are obliged to charge for the reserved treatment time, treatment room, and dental team. We charge €10 per 5 minutes of reserved treatment time (code C90), up to a maximum of €150. Repeated missed appointments may result in removal from our patient list.
This policy applies to all rescheduling requests, including family circumstances, travel delays, traffic, or any other reason. Our staff are not permitted to assess the validity of reasons. This ensures a fair and consistent policy in which all patients are treated equally.
By scheduling a follow-up appointment, we assume that you agree to the proposed treatment.
Our staff speak Dutch and English. We kindly ask that communication takes place in one of these languages. If this is not possible, please bring an interpreter.
We expect our patients to actively cooperate and take responsibility for achieving and maintaining good oral health.
Aggressive behaviour, verbal or otherwise, will not be tolerated.

Complaints and Second Opinion

We make every effort to ensure our patients are satisfied. However, if you have any concerns or complaints about your treatment or our practice, we encourage you to discuss them with us. Please submit your complaint by email to info@tcan.nl. We will then contact you to discuss the matter. A conversation often helps clarify concerns and allows us to improve our care.
If you would like more information about dentistry and dental treatments, you can visit www.allesoverhetgebit.nl or contact the Dental Information Point (TIP) by phone on 0900 202 5012 (€0.15 per minute). Both provide independent information and are established by our professional association, the KNMT.
If we are unable to resolve the issue together, you are free to use the KNMT complaints procedure to which we are affiliated. This procedure complies with the requirements of the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz). Submitting a complaint is free of charge. The procedure offers two options: mediation and formal complaint handling, which may result in a binding decision.

Payments

From 1 January 2026, you will receive your invoices directly from our practice instead of via Infomedics. We use the Payt software for this. This system allows you to access your invoices in a personal online environment (no account required). You can also easily pay your invoices using iDEAL and communicate with the practice through the portal if you have questions about your invoice or would like to arrange a payment plan. We kindly ask you to make use of these digital tools. You have the following options:
- You can reply directly by email.
- You can use the invoice portal. You can access this via the email by clicking the button ‘invoice file’. In your invoice file, you will find a ‘message’ window where you can leave a message. In both cases, we will respond as soon as possible.
Your invoice clearly shows which amount is reimbursed by your health insurer. If you have any questions about reimbursement, please contact your own insurer directly.
Our standard procedure is to first submit your treatment costs to your insurer. The part not covered by your insurer will then be invoiced to you. You will have 14 days to pay the invoice. You can do so using digital payment methods such as iDEAL. If we do not yet have your email address, or if we have an outdated one, and you would like to receive your invoices by email, please provide us with your correct email address as soon as possible.
We expect payment to be made before the due date stated on the invoice. If payment is not received by this date, you will automatically be in default without further notice. If a free reminder remains unpaid, we may refer the matter to Payt debt collection services for an out-of-court collection procedure. Statutory interest and collection costs may then apply. However, we aim to keep healthcare costs as low as possible. Please avoid additional charges by paying on time and using the digital payment options available, such as iDEAL. Also ensure that we always have your up-to-date personal and insurance details to prevent unnecessary delays, costs, and administrative work.
All your personal data is stored in a highly secure environment. The Payt software is certified (NEN7510), ensuring that your data is handled safely and securely. For more information about your invoice, your online environment, or Payt, please visit the page for patients.

Your Privacy and Personal Data

We would like to inform you about how we process your personal data.

We store your personal and medical data digitally in order to provide you with appropriate care. Your data is processed in accordance with our privacy and data security policy. By receiving treatment at our practice, you consent to this storage and processing of your data.

This is how we handle your personal data:

We store and use your personal data to provide you with appropriate care.
We only share your data with third parties when necessary for providing proper care. Where legally required, we will request your consent in advance.
Your data is processed on the basis of the treatment agreement as defined in the Dutch Medical Treatment Contracts Act (WGBO).
You may request access to parts of your personal data by submitting a written request.
If you believe the data we hold about you is incorrect, you may request in writing that we correct it.
You may request that we delete your personal data. Please note that this may affect our ability to provide appropriate care. The WGBO requires a retention period of 15 years. In such cases, your data will be stored in an inactive archive, inaccessible to regular users.
You may withdraw your consent for us to process your personal data. In that case, we may no longer be able to guarantee appropriate care. Your data will then be stored in an inactive archive (see above).
You may object if you disagree with how we process your personal data.
We will inform you if there has been an issue involving your personal data.
We do not retain your data longer than necessary to provide appropriate care and comply with the legal retention periods set by the WGBO.
The above also applies to personal data we receive from third parties.
Under this legislation, individuals aged 16 and over are responsible for making their own appointments and requesting personal information. You may authorise another person to act on your behalf by means of a written authorisation form.

Other Policies

If your personal details change (such as address, phone number, email, GP, or insurance), we kindly ask you to inform us via email at info@tcan.nl or at reception.
If your health condition changes (for example due to specialist treatment, new medication, an allergy, or pregnancy), please inform your practitioner during your visit.
A dentist may at any time delegate tasks to a qualified dental assistant or dental hygienist.
Pets are not allowed in the practice, except guide dogs and assistance dogs.
Smoking, mobile phone use, photography, eating, and drinking are not permitted in waiting or treatment rooms.
Security cameras are installed in and around the practice for your safety and ours.
If the practice is closed or unreachable, you can contact Dental365 for emergency care on 085-018 9461.
If the cost of a treatment exceeds €500, you will receive a treatment estimate. This estimate is based on your current situation and treatment plan. Changes may affect the final cost. Please allow for a margin of approximately ±15%, for example due to changes in your oral health, fees, laboratory costs, or material costs.
No rights can be derived from a treatment estimate. The estimate is valid for a maximum of two months from the date of issue.