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

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.

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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 adriana@young.co.cz. You can also ask for a consultation by phone or in person with the Practice Manager (contact details are available at reception).

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2. When you enter the practice please insert your health insurance card (if you have one) into the patient check-in kiosk. 

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

We may also 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.

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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, leave a voice message or inform us by using our patient app Emmy (preferred variant). As you know, there is high demand for our services and someone else will be happy to take your place.​

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.

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4. For all check-ups (acute and non-acute), medical certificates and other administrative tasks you need an appointment. We cannot provide these services without an appointment. Please send us a request via patient app Emmy (https://moje.sestraemmy.cz/-/young-co), 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 (does not apply to acute ailments). 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, over the phone or preferrably by sending us a request via Emmy with regard to 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.

Please come for your appointments (preventive, pregnancy check up, check up for driving license etc.) 15 minutes earlier since check up by a nurse is required prior the check up by the doctor. 

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5. The order in which patients are seen is primarily determined by the time of their appointment with the doctor or nurse. The doctor can decide to change the order of patients (but only if it is necessary), not the receptionist֦. Neither can the receptionist influence the needs of other patients, and hence the time each patient spends with the doctor.

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

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7. 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. We sort waste, please respect that. 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.

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8. If there currently is a general regulation on covering the mouth and nose in medical facilities, please observe it.

Please observe this rule also if you come to our practice with a respiratory illness, you can help protect the health of other patients as well as our staff. You can purchase the face mask at our reception if you do not have one.

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9. Do not take children to the practice during morning hours unless absolutely necessary. Our waiting room does have a small children's corner, but in the morning there are sick people, and your child is exposed to a 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.

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10. Please do not make phone calls at the practice. Bear in mind that there are sick people in the waiting room, 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.

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11. 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.

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12. 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.

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13. 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.

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14. 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.

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15. Issuing repeat prescriptions. We issue repeat prescriptions to patients with stable, chronic conditions who undergo a preventive check up every two years (applies also to the self-pay patients with the Care+ programme). Even in this case you will be asked by your doctor to come in person for a check-up every so often, usually every 3-12 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.

Unfortunately, we are not able to issue repeat prescriptions to self-pay patients who do not subsribe to the Care+ programme without their prior consultation with the doctor.

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16. 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.

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17. 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 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.

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18. 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.

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19. 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.

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

 

RELATED INFORMATION

21. 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.

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22. We cannot answer all your phone calls. Our phones rang once in every three minutes on average. However, our nurses must primarily address the needs of patients who are present in our practice before they are able to answer a phone call.

That is why we have adjusted the communication - you can leave us a request / message via patient app Emmy (https://moje.sestraemmy.cz/-/young-co) or via „Emmy's voice„ (on 222 366 166) during office hours. You can also try to call us directly (again on 222 366 166) daily between 9-10am and 2-3pm. Patients with the Care+ programme have an option to use telephone number and e-mail address for direct communication.

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

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24. 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.

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25. 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.