Code of conduct at our polyclinic

1. Respectful behaviour

We treat every patient with respect and always strive to provide care with a smile. Any form of aggression, swearing or shouting will not be tolerated. Please treat us as you would like to be treated yourself.

2. An open environment

We maintain an open mindset and welcome everyone. Discrimination or disrespectful behaviour based on religion, skin colour, gender or sexual orientation will not be tolerated.

3. Quality of care

We ensure our care providers are qualified and foresee continuing education. You can be confident you will receive quality care regardless of which care provider you see.

We value patient-oriented care and initiate dialogue when making (medical) decisions to tailor care to individual needs. You are free to ask questions if things aren't clear. At the same time, we maintain high quality standards. Examinations or treatments that are deemed unnecessary or potentially harmful cannot be enforced. That assessment is made by the care provider.

4. Punctuality

We strive to treat every patient on time with the appropriate attention. This is possible only if every consultation starts on time. We stress the importance of being on time for your appointment. In exceptional cases, consultations may overrun, and we appreciate your understanding.

Please register ten minutes before your appointment at the reception desk or appointment kiosk to ensure it starts on time.

Are you unable to make it? Cancel your appointment as soon as possible so we can help other patients more quickly. You can cancel yourself online up to 48 hours before the scheduled appointment. If you need to cancel your appointment within 48 hours, please contact our medical secretariat at medsec@itg.be or +32 (0)3 247 66 66.

5. Mindful email communication

You visit our polyclinic for specialised care. To ensure we can focus fully on your care, we ask you to be deliberate when sending emails to your care provider. Only matters directly related to your treatment should be discussed via e-mail. The care provider will decide if a consultation is necessary instead of initiating communication via email.

6. Prescriptions

The doctor will provide you with sufficient prescriptions during your visit. If you schedule your next consultation too late, you may run out of prescriptions. Requesting additional prescriptions by phone or email creates extra work for our doctors and administrative staff. To avoid this, please ensure you make your appointments on time.

7. Professionalism

We are committed to professionalism and focus entirely on you during your consultation. Please turn off your mobile phone when interacting with our reception staff and care providers.

8. Additional guidelines

• Do not leave any belongings unattended in the waiting room, and do not take items that do not belong to you.

• Pets and vehicles such as electric scooters are not allowed in the polyclinic and should wait outside.

• We prioritise the privacy and data protection of our patients. You can read about your data processing in our privacy statement.

Failure to adhere to the rules will result in appropriate action. The individual in question will be addressed and may be denied access to the clinic. Further steps may be taken if necessary.

Thank you for helping us create a safe and respectful environment for everyone!