or “internal regulations” of the general practice MUDr. Youngová & spol., s.r.o.

 

For Guidelines for Patients in .pdf please click here.

Violation of these Guidelines has consequences. In cases of repeated or serious breach, we can legitimately terminate your care under article 48 par. 2 (d) of the Act No. 372/2011 Coll. on health services, as amended. In the event of termination of your care for violation of these internal regulations, we will give you a written notice stating the reasons for this step, in accordance with article 48 par. 5 of the same law.

  1. We respect the rights of patients If you have a suggestion, complaint or problem, you can describe it and leave it in the box for complaints and suggestions beside the entrance door, or – preferably! – write an email to This email address is being protected from spambots. You need JavaScript enabled to view it.. You can also ask for a consultation by phone or in person with the Practice Manager (contact details are available at reception). You can also express your opinion via the electronic questionnaires that we regularly send.

  2. When you enter the practice please present your health insurance card (if you have one). We may require you to prove your identity with a valid form of photo ID (identity card, passport, residence permit). Otherwise your visit to the doctor may be refused.

    Please let us know as soon as possible of any changes in your health insurance company, name, home addresses, phone numbers, e-mail or employer.

    If you need to leave the waiting room without seeing a doctor or nurse, please tell our receptionist, so that we know where you are.

  3. Observe the date and time of your appointment. If you find that you are unable to arrive on time for an appointment, please call or send us an SMS or email. As you know, there is high demand for our services and someone else will be happy to take your place.

    • If you do not show up for your appointment (whether with a doctor or a nurse) or cancel your appointment less than 24 hours in advance without good reason, you will not be able to make further appointments by phone or via the web portal until you first come to make an appointment in person.
    • If this happens three times during twelve consecutive months, we will ask you to deposit 1 000 CZK as a condition for making further appointments. The deposit shall be forfeited if you fail to arrive without informing us or if you cancel your appointment less than 24 hours in advance. We will return it to you upon request if you no longer wish to make appointments.
    • If you arrive more than 5 minutes late for an appointment, your visit to the doctor may be postponed or cancelled, to avoid disruption to the timing of other patients’ appointments. We therefore recommend that you aim to arrive in good time.
  1. The order in which patients are seen is determined by a doctor. We make every effort to observe appointment times. Unforeseen situations can however arise and delay your appointment. Most often this is caused by clinical needs of the patient in front of you , which require more doctor’s time than planned. We cannot influence this in advance, because often we do not know what brings you to the doctor. Please therefore leave enough time after your appointment if you need to be somewhere in a hurry.

    Registered patients have priority over unregistered ones, unless clinical reasons dictate otherwise.

  2. For all check-ups, medical certificates and other administrative tasks you need an appointment. We cannot provide these services during the morning walk-in hours or outside our normal opening hours. (The same applies to subscribers to our package of extended services, who can access our services outside of normal opening hours only on the basis of an appointment.) Please do not therefore leave your request for these services to the last minute. You may need to make an appointment one, but also two or more weeks in advance (depending on the season and our doctors’ workload). Your doctor may additionally request supplementary examinations before providing the necessary confirmation. This is especially so if you do not go for a preventive check-up every two years.

    Should you need a quick occupational health check-up before starting a new job, this must be arranged in advance with the doctor – we understand that this type of examination often cannot wait as long as (say) three weeks. The same applies to preoperative examinations this type of examination can be arranged in person or over the phone, but not online because of the need to schedule the necessary tests (laboratory and ECG). For the same reasons, please note that your appointment will be at least three working days after the time that you arrange it (but ideally longer, please don’t leave it to the last minute!).

    We recommend that you organise any check-up during pregnancy after the 20th week of pregnancy.

  3. The morning "walk-in" times (between 8 and 9:30am on weekdays) are primarily reserved for urgent health problems and it is important to arrive before 9:30am. Although we do our best to keep waiting times down, please be prepared to wait a long time for treatment (until 12 noon). We therefore recommend bringing a book or using our free wireless internet access.

    Our doctors start seeing walk-in patients from 8:00am and the doctor determines the order in which they will be seen, not the receptionist. Neither can the receptionist influence the needs of other patients, and hence the time each patient spends with the doctor. One doctor may therefore be faster and some patients who arrived after you may be examined before you. Even in the walk-in times, we do our best to ensure you are seen by a doctor you know, but we cannot guarantee it. The names of the doctors working during walk-in hours on any given day can always be found on our website, which is regularly updated.

  4. Please clear up after yourself.Our practice has a water dispenser, next to which there is a bin for waste. Please dispose of all used cups and other waste here. In case you are not able to drink all the water in your cup, it can be poured down the sink in the toilet area and disposed of in the bin next to the dispenser. You can also use the children's corner in the waiting room. If you do, please tidy up after yourself and leave all the toys and books in their place.

  5. Accept a face mask if the receptionist actively offers it to you. It happens rarely, but occasionally our medical staff may evaluate your condition as presenting a risk for the transmission of infection to other patients. In this case you will be offered a face mask ie. a protective mask that goes over your mouth and nose. Accept it, please, and do not endanger other patients unnecessarily.

    Face masks are available free of charge and you can ask for one yourself, if you believe that your symptoms may threaten another patient in the waiting room or vice versa you feel threatened yourself. Vulnerable people include pregnant women, people undergoing oncological treatment or with a severely immunodeficient condition, and even just those coming with a problem that is not infectious in origin (accidents, check-up after discharge from hospital, etc.) This situation arises especially in winter when there is the highest incidence of infectious diseases.

  6. Do not take children to the practice during walk-in times unless absolutely necessary. Our waiting room does have a small children's corner, but in the morning it is full of sick people, and your child is exposed to a high risk of infection. If you can get someone else to look after your child, please do so. If you need to come with your partner and you do not have any other childcare options, consider whether it would be better to wait with the child somewhere else and take turns in the waiting room. We do not give priority to patients with children.

  7. Please do not make phone calls at the practice. Bear in mind that in the morning the waiting room is full of sick people who are not feeling well and your calls may disturb them. They also disturb the receptionist who needs to attend to people on the phone and in person. If your call is essential, please let the receptionist know and then go into the hallway outside to avoid disturbing others.

  8. No verbal or physical assaults, no shouting or raising of voices. Our practice tries as far as possible to meet our patients’ needs and we'd like to maintain the friendly environment that we have. If you are not satisfied with something, or something has made you angry and the problem cannot be resolved on the spot, please contact our Practice Manager, who will help to find the best possible resolution for the situation. His phone number is available at reception.

  9. All forms of racism and discrimination are unacceptable. Roughly a third of our patients come from countries other than the Czech Republic and the same goes for our team. Together we form a multicultural team that provides health care to all patients regardless of their skin colour or nationality. We will not tolerate any expressions of discrimination, whether orally or in writing, based on the race, ethnicity, nationality, gender, sexual orientation, age, disability, religion, belief or worldview of our patients or employees.

  10. We speak Czech and English and we understand Slovak. For this reason, we cannot treat patients who do not speak Czech, Slovak or English – or rather, we can treat you only if you are accompanied by an interpreter who is competent to interpret between your language and Czech.

  11. The time available for each appointment is limited. Please take care in making appointments to choose the right kind of appointment. For instance, if you are booked for a standard appointment, it is not usually possible to do a preventive check-up or the examination for a driving license, since each type of appointment requires a different length of time with the nurse and the doctor.

    There may also be situations where the doctor asks you to come again to continue dealing with your problems. We understand that sometimes you may need to address several problems at once, but our doctors must also have regard for other patients waiting to be seen, to avoid running late. It happens rarely, but if it does, please respect your doctor and arrange another appointment.

    It may also happen that you arrive for your appointment with a partner or another close person who goes with you to see the doctor. This is absolutely fine, but if the appointment is for one patient, then the person accompanying you will not be seen by the doctor.

  12. Space in our waiting room is limited. If you come during our walk-in times with another person or persons and the waiting room is full of sick patients with no place to sit, please expect your companion to be asked by the receptionist to give up their place to someone who needs it more.

  13. Issuing repeat prescriptions. We issue repeat prescriptions to patients with stable, chronic conditions. Even in this case you will be asked by your doctor to come in person for a check-up every so often, usually every 6-12 months depending on your clinical condition.

    We will issue further repeat prescriptions only after this check-up. Each request for a repeat prescription is assessed by a doctor and so – if you do not request a repeat prescription in the context of a consultation in person with the doctor – the process of reviewing your application and issuing the prescription typically takes two working days.

  14. Consent to medical procedures. We do not require your written consent for any procedure carried out in the practice, except in cases specified by law (for example, consent to the collection of blood for an HIV test). For this reason, it is important to speak up and tell us if you do not agree with the approach proposed by your doctor.

  15. We try to make it possible for you to see the same doctor as far as we can, and we encourage you to contribute to this also, e.g. by your choice of doctor when making an on-line appointment. We cannot guarantee that you will see the same doctor every time, but we work as an integrated team and your medical records are accessible to all our doctors.

  16. The prices of services that are not covered by public health insurance can be found on our website and in the practice waiting room. You are required to pay for any services provided that are not covered by your health insurance company; if you do not know whether or how a given service is charged for, please ask.

  17. It is forbidden to smoke and consume alcohol or other addictive substances in the practice. Also, please do not bring dogs (except guide dogs) or other animals to the practice.

  18. It is forbidden to take photographs or to make video or audio recordings in the practice without our prior written consent.

 

RELATED INFORMATION

  1. There are questions that we have to ask. During a doctor’s examination, especially during your first visit, the doctor usually asks if you have been ill in the past, about any ongoing illness or illness in the family. The doctor must also ask basic questions about your work, housing, family circumstances, etc. Typical questions are:

    • Are you married?
    • Do you have children? How many? How old are they?
    • Do you live with your family or by yourself?
    • Do you live in a family home or in an apartment?
    • Are you working? Where? What is your position? Do you work shifts or at night?

    This is not because the doctor wants to ask sensitive things about you and your family, but because your social and work environment can play a role in your health and often influence it strongly.

  2. We cannot take all phone calls. Our telephones ring on average every three minutes. Our nurses’ main job however is to address the needs of patients physically present in the surgery, and only then can they take calls. Nevertheless, we manage to take about half of all incoming calls. You will have a better chance that we take your call if you call after 4pm or after 1pm on Wednesday and Friday.

  3. The waiting room is monitored by CCTV with recording for your and our safety.

  4. The surgery is a teaching practice for the First Medical Faculty of Charles University in Prague and you may therefore meet students during your consultations here. You are however under no obligation to enable their presence, should you not wish to. It is also accredited for training of young doctors, who typically leave us after gaining their full professional qualifications.

  5. If you register with another general practitioner (GP), your new doctor will write to us requesting an extract from your medical records, to which we will respond within 30 days. By law, your medical records themselves are not passed from one GP to another.

Guidelines for Patients (“internal regulations”) of the general practice MUDr. Youngová & spol., s.r.o.. version 1.5 of 19. 9. 2018