Fees, Privacy & Complaints

Practical information

Costs of your treatment at the NPI

We want to inform you well about the costs of treatment at the NPI. Read this information carefully, so you won't be faced with any surprises.

Reimbursement by your health insurer

Your health insurer will only reimburse you for your treatment if you have a referral from a recognised referrer, for example your general practitioner or medical specialist. All health insurers in the Netherlands reimburse treatment at the NPI, but there are differences.

Check the policy conditions of your health insurance to see exactly what you will be reimbursed. Or ask your insurer. The NPI is known to your health insurer under the name Arkin. The NPI is part of Arkin. Arkin's AGB code is 06290732. Your health insurer may ask for this code. Click here for an overview of the status of the agreements that Arkin has with health insurers for 2026.

Deductible

The treatments of the NPI are reimbursed from the basic insurance. Adults from the age of 18 have a mandatory deductible of 385 euros per year. This means that you pay the first 385 euros in healthcare costs yourself. Only then will your health insurer pay the costs. If you have opted for a higher deductible, that higher amount applies. It is possible that your health insurer does not reimburse the costs of some care providers or does not reimburse them in full. Check or check with your health insurer.

When do you get a bill?

From the first introductory meeting, the intake, the NPI opens a file for you. In this document, we write down everything about your intake and your treatment: from the first registration phone call to the last conversation with your practitioner and its administration. We also write down all the time we spend on your treatment. Ultimately, the costs for your treatment are calculated according to the national agreements on the Care Performance Model (ZPM).

Every month we send a bill to your health insurer. If these costs are still within your deductible, you will receive an invoice from your health insurer.

If your treatment lasts longer than a year, the NPI is obliged to charge your health insurer for the treatment per year. This means that every year of the treatment you will receive a bill for paying the legally required deductible.

Treatment minutes on the bill

You can see on your health insurer's bill exactly when you were treated by whom and for how long. It is possible that the number of treatment minutes on the bill differs slightly from the actual number of minutes of your treatment. Only if the difference between the pre-planned treatment time and the final treatment time is more than 15 minutes, this will be adjusted on the bill.

Do you have any questions?

• Most questions and answers about the costs can also be found in the frequently asked questions on the Arkin website, of which the NPI is a part.
• Questions about reimbursements and your deductible can be asked to your health insurer.
• If you have any questions about the rates, you can look at the website of the Dutch Healthcare Authority (NZa).
• Do you have problems with your health insurer about, for example, reimbursements? Then you can contact the Foundation for Complaints and Disputes in Health Insurance (SKGZ).
• You can ask your therapist questions about your treatment.

Complaints, tips and compliments

We are always looking at how our care can be improved. We have the quality of our care tested and we regularly check how satisfied our clients are. If you have a complaint, a tip or a compliment, we would love to hear from you! This can be done in various ways. 

Tips, experiences and compliments

You can pass on tips, experiences and compliments to us via info@npsai.nl.

You can also always leave a review of your treatment on ZorgkaartNederland. This is an anonymous and independent online platform by and for clients.

Complaints

We do our best to provide you with the best possible treatment. However, it may happen that you are not satisfied. For example, you may have a complaint about decisions about your treatment, or you may feel that your practitioner is not adhering to the agreements about your treatment. You may think that an employee of the NPI has not handled you or your medical data properly. Or you don't feel safe in the waiting room, for example.

Whatever your complaint is, we would love to hear from you! In our general complaints leaflet you can read what steps you can take.

If you have a complaint, we would like to hear from you! You can read which steps you can take in our general complaints folder.

In the video below you can also see what you can do if you have a complaint.

You can report your complaint via this link.

Do you have mandatory treatment according to the Compulsory Mental Health Care Act? Then it is possible that your complaint will be dealt with via a different route. First read the complaints leaflet Wvggz.

For complaints about your bill , please contact our complaints billing officer. Send an e-mail to: klachtenfacturatie@arkin.nl.

Do you have questions about the deductible that your health insurer charges for our care? Look at the frequently asked questions and answers about the bill.

You can also download the full complaints policy .

The NPI protects your privacy. This is regulated by law. It means that we keep information about you and your treatment safe and do not share it with others, unless you have given permission to do so. We comply with Arkin's privacy policy. This describes the rules that our employees must adhere to when dealing with personal data and files. You can read the privacy regulations here. You can also request it by telephone from our secretariat on 020 590 47 00.

What happens to your file?

If you are registered with the NPI, we will create a file. This contains your personal data, your treatment plan and notes about how the treatment is going. We will not keep your file longer than necessary. Files of clients are usually kept. The NPI ensures that your data is stored safely, that it is not lost and that only people have permission to access it.

Sometimes your treatment requires your practitioner to share information from your file with a colleague within Arkin. This only happens if it is necessary and if it helps with a good solution for you. Of course, if we want to do this, we will always discuss it with you.

What happens to your data that is sent to the NZa?

Since 1 September 2023, all mental healthcare institutions have been obliged to provide data about clients to the Dutch Healthcare Authority NZa. The data is used, among other things, to improve healthcare performance. There has been a lot of attention about it in the media, on this page we tell you more about the provision of this data.

View your file
You have the right to view your own file. You can ask your practitioner for your file. If there are errors or things that are not important, you can ask for this information to be changed. If you want a copy of your file during your treatment, you can request this through your practitioner. Are you no longer being processed and would you like a copy of your file? Please contact our Healthcare Administration. They will then provide you with a form that you must fill in to request a copy. You can reach the Healthcare Administration by calling 020-590 4700 or emailing za.npi@arkin.nl.

General terms and conditions for mental health care

If you come to the NPI for treatment, we will make agreements about your treatment together. These agreements include the General Terms and Conditions for Mental Health Care (ggz). This states what you, the NPI and Arkin must adhere to. Of course, what is stated in the law also applies.

Various organizations have written the general terms and conditions together: GGZ Nederland, the National Platform GGZ (LPGGZ), the Dutch Patient Consumer Federation (NPCF) and the Consumers' Association. All healthcare organizations that are members of GGZ Nederland adhere to these conditions. Arkin is a member of GGZ Nederland, so is the NPI.

Our house rules

House rules apply at our locations. You can find it here.