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- Frequently Asked Questions
This page contains the most frequently asked questions about the patient portal. If your question is not included here, please contact patientportaal@prinsesmaximacentrum.nl.
I am a patient at the Princess Máxima Center. How can I get access to the portal?
Ask the doctor's assistant at the Princess Máxima Center for access to the portal. Once we have set up your access, you can log in with your DigiD. Access must be given physically at the Center itself. This is for safety and security reasons, to ensure that the right people are given access to the right records.
If your child is a patient at the Princess Máxima Center, you first require authorization to gain access to the portal. More information on this is provided elsewhere in these FAQs. You can download the authorization form here.
How do I log in?
Go to the website and click on 'Log in with DigiD'. You can log into the portal with your DigiD. Unfortunately, if you do not have a DigiD, you cannot log in.
There are two ways you can log in with your DigiD: via an SMS code or by means of the DigiD app.
Log in with DigiD via an SMS code
Use your DigiD user name and password to log in. A code will then be sent to your mobile phone.
Logging in with the DigiD app
When using the DigiD app, you log in with a QR code. If you do not have this app, you must first install and activate it.
No DigiD? Here's how to apply for it:
- Open the internet.
- Go to: digid.nl.
- Click 'request digid'.
- Follow the steps provided.
- Note: You will be asked to provide your email address and telephone number, etc.
- You will receive the letter containing instructions for activating DiGiD within 5 working days through the post.
Do I have to log in each time with my DigiD?
Yes, to ensure that your data remain secure and that only you have access to your environment, you must always log in with DigiD.
I cannot log in
There are several possible reasons for this:
- The Princess Máxima Center does not yet have your Citizen’s Identification Number (Burgerservicenummer (BSN)) on file or that of your child. Consequently, the portal remains closed.
- DigiD can malfunction.
- Have you saved the link to your favorites? If so, we recommend you remove the cookies in the internet options and/or delete them in your browser's history/cache.
- You have not yet been authorised. If you have not yet completed the authorisation form, you cannot log in yet. You can fill this form at the central desk.
- If this does not solve the problem, we recommend you phone the UMC Utrecht patient help desk (088 756 88 90)
I want to view my child's record
- As a parent/caregiver/guardian you can apply for authorization for children up to 12 years old. Relevant details are provided below.
- For children between the ages of 12 and 16, the child must co-sign the authorization form for approval. Relevant details are provided below.
- As from the age of 16, the authorization that was previously granted automatically expires. From that age on, only the child has access to the patient portal. If the child is unable to give informed consent, the authorization can remain in effect until the age of 18, at which time the authorization expires and only (you as) a guardian or mentor can gain (temporary) access to the child's portal.
How do I apply for authorization?
Authorizations are requested by means of a form. You can download the form here or collect it at the doctor's assistant's desk located on either the 2nd or the 3rd floor. Hand in the completed form, along with a valid proof of identity, to the doctor's assistants. They will process the authorization as soon as possible. Once it has been processed, you can log in to the portal via DigiD.
Authorizations can therefore only be submitted physically at the Center, not by email or post. This is for safety and security reasons, to ensure that the right people are given access to the right records. Every parent/caregiver/guardian who wants access to the records must adhere to this procedure.
My child does not yet have a citizen service number (BSN). Does this have any repercussions for access to the patient portal?
To gain access to the UMC Utrecht patient portal, patients must have a citizen service number. This also applies to children. If your child does not (yet) have a citizen service number, we cannot give you or your child access to the patient portal. However, you can ask for the child's physical medical file.
May I log in with my child's DigiD?
No. A DigiD user name and password are strictly personal. It is therefore not permitted to log in with someone else's details.
I won't be visiting the Máxima for a while; how can I access the portal?
Medical information is strictly personal by law. That is why access to the portal can only be physically arranged in the Center, not by email or post. This is for safety and security reasons, to ensure that the right people are given access to the right records. Every parent/caregiver/guardian who wants access to the records must adhere to this procedure.
I was shocked by the information I found in the records.
If you want to speak to someone about medical records, contact the primary care provider or nurse specialist via the telephone number or email address that you always use.
I want to change my address/insurance details doctor's details, etc.
The doctor's assistant at the Princess Máxima Center can change your details for you at any time. You can also make changes in the portal. The menu on the left contains the heading 'Patient data' -> Personal settings. There you can change or add most information. Insurance details cannot be changed via the portal. Instead, they must always be passed on to the doctor's assistant.
I can't start up an e-consultation.
The Princess Máxima Center does not yet provide e-consultations.
- If you have a question for a healthcare provider about medical information in the portal, send an email to your department's nurse specialists.
- Do you have a question about an appointment posted in the portal? The appointments in the portal are often not yet definite. The scheduling office will contact you by letter, telephone or email as soon as an appointment is definite. This information is therefore indicative. Still have a question? Contact the planning office via 088 9727272.
- If you have a technical question regarding the functioning of the portal (logging in, authorizing, etc.), ask a counter at the Center or contact the UMC Utrecht help desk on 088 756 88 90 or at patientenportaal@umcutrecht.nl.
I want to view my scans/photos/images. How can I do that?
Images are currently not uploaded properly in the UMC Utrecht portal. We are working hard to update the app to improve this functionality. Once visual material can be accessed again, we will inform you via the portal.
I have a question about a result, consultation report, letter, etc., in the records.
You can ask any questions you might have to the nurse at time of admission. If you are at home, consider whether the question can wait until your next appointment or whether you want to contact the primary medical practitioner or nurse specialist directly.
I have a question about an appointment that I see in the portal.
During scheduling, appointments are inevitably changed in an effort to ensure they all slot in as accurately and effectively as possible. Our scheduling office will telephone, email or send out a letter once an appointment is definite. This communication is always correct and therefore leading. Still have any questions or concerns? Contact the scheduling office via 088 9727272.
Why aren't all my appointments displayed in the portal?
During scheduling, appointments are inevitably changed in an effort to ensure they all slot in as accurately and effectively as possible. Our scheduling office will telephone, email or send out a letter once an appointment is definite.
When are my appointments definite?
The appointment is final as soon as you receive your appointment letter.
Information is missing in the file. Where can I find it?
Some parts of the records are not displayed in the portal. If you cannot find information that you would like to see, you can report this to the primary medical practitioner during your next visit.
My child has just turned 12. Why can't I log in anymore?
According to the Dutch Medical Treatment Agreement Act (WGBO), children from the age of 12 have a say in decisions about their care and treatment. Via an authorization form they can state whether they only want to access their patient portal themselves, or whether they want to give their parent(s)/caregiver(s)/guardians access as well. You can have your authorization reinstated on your next visit to the Princess Máxima Center on the condition that the child co-signs the authorization.
My child has just turned 16. Why can't I log in anymore?
As from the age of 16, the authorization that was previously granted automatically expires. From that age on, only the child has access to the patient portal.
If the child is unable to give informed consent, the authorization can remain in effect until the age of 18, at which time the authorization expires and only (you as) a guardian or mentor can gain (temporary) access to the child's portal.
I want to view the details/records of my deceased child.
The portal is closed upon death. However, you can request a print-out or a USB stick containing the records by completing the 'Request copy of medical file' form together with the primary medical practitioner.
What is the patient experience monitoring?
The Princess Máxima Center would like to improve care based on your experiences. The patient experience monitor was created for this purpose, with questions about waiting times, for example. We and other hospitals have asked the independent agency Expoints to send out this questionnaire. This allows you to complete the questionnaire anonymously; the answers cannot be traced back to a person. For more information: www.prinsesmaximacentrum.nl/vragenlijst.
To process your experiences anonymously and compare them with other hospitals, we share your contact details with Expoints. This includes your name and e-mail address. Participation is voluntary; you can decide for yourself whether to complete the questionnaire. If you object to us sharing your contact details with Expoints, please send an e-mail to secretariaatzorg@prinsesmaximacentrum.nl. You will then not be contacted for completing this questionnaire.
Data breach procedure
If you see data that does not belong in the medical record, report this to the chief practitioner as soon as possible.
I have feedback
Your feedback is very important to us. Do you have feedback about the patient portal? Please send an email to patientportaal@prinsesmaximacentrum.nl
Can I still see consultation reports after the new patient portal is live March 2nd?
For the time being you can only view a summary of consultation reports. This is a temporary situation that is expected to last until the end of April/mid-May. Afterwards, all consultation reports can be viewed in full again. You can view the summaries of consultation reports and the information about treatment goals, medications and patient letters from March 2.
It is good to know that consultation reports absolutely do NOT disappear. Due to the transition to the new electronic patient record, they are temporarily not visible to parents and children, but ARE visible to healthcare providers. So if you need more than just the information in the summary, ask the healthcare provider to show this and possibly forward it to you.
Can I still see lab results after the new patient portal goed live on March 2nd?
You will temporarily not be able to view lab results from March 2. These can be viewed again via the portal from the end of March. You can of course request them from the practitioner. We apologize for the inconvenience.
My question is not listed here, but is important. Where can I get my answer?
- For medical questions, contact the primary care provider or nurse specialist.
- For questions about appointments, contact the scheduling office via 088 972 72 72.
- For all other questions regarding the UMC Utrecht patient portal, email
patientportaal@prinsesmaximacentrum.nl
