General Terms and Quality Assurance

This page was last updated on March 2025.

Lume Psychology is an independent psychology practice that works with scientific psychology in order to offer treatment in English and Portuguese. The American Psychological Association (APA) defines evidence-based practice in Psychology (EBPP) as “the integration of the best research with clinical expertise in the context of patient characteristics, culture and preferences”. Our Psychologist Luísa Ferrari Tomé is registered at the Netherlands Institute of Pschology (NIP) under the title NIP Psychologist, with the number 248315.

  1. Execution of agreement

    1.1. The Psychologist Luísa Ferrari Tomé abides by the code of professional ethics established by the Netherlands Institut van Psychologen (NIP). You can read it here.

    1.2. Lume Psychology reserves the right to refuse clients and will state the reason for doing so, if needed.

  2. Appointments, Payment, Cancellation

    2.1. The first consultation or the treatment always take place by appointment.

    2.2. Lume Psychology requires a 24-hour notice period if you are unable to attend a session. If notice is not provided, the clinic reserves the right to charge full payment. However, we understand that unpredictable situations can arise and possible solutions can be discussed individually.

    2.3. The psychologist Luísa Ferrari Tomé will not treat clients under the influence of alcohol or mind-altering substances.

    2.4. Lume Psychology is a private practice that does not hold agreements with any health insurance providers. Clients are therefore responsible for the payment of their session fees.

    2.5. The costs for the treatment declared by Lume Psychology to the client must be paid by the client within 14 days after the date of the invoice. In the event of non-payment with the agreed period stated on the invoice, Lume Psychology can send the client a payment reminder. In the event of overdue payment, Lume Psychology is entitled - unless treatment considerations prevent it - to suspend further sessions until the client has fulfilled their payment obligations.

  3. Liability

    3.1. Sessions have the duration of 50 minutes.
    3.2 A client is responsible for their psychosocial actions and well-being before, during, and after psychological treatment. If there is serious risk behaviour, in which the client or their environment is in danger, Mayra Pachado Psychology reserves the right to terminate the appointment(s) due to insufficient expertise and/or treatment options.

    3.3 Lume Psychology accepts no liability for damage caused by, or in connection with services provided, unless the client demonstrates that the damage was caused by intent, or gross negligence, on part of Lume Psychology.

  4. Quality assurance and complaints

    4.1. Clients have the right to file a complaint if they are dissatisfied with their care. The Quality, Complaints, and Disputes Care Act (Wkkgz) ensures that all healthcare providers, including self-employed healthcare providers like Luísa Ferrari Tomé, have a clear and accessible process for handling complaints. The Wkkgz aims to offer clients an accessible and prompt method for addressing complaints, encouraging both healthcare providers and clients to work together to resolve issues. This process not only meets legal requirements but also serves as an important opportunity to improve the quality of care by learning from complaints and unwanted events. Thus, in compliance with the Wkkgz, Lume Psychology follows these regulations.

    If you have a complaint, it is appreciated that you first inform the psychologist directly so you can try to resolve the issue together.

    If a discussion does not lead to a resolution, clients they can file a possible complaint with the Central Bureau for Complaints Management in Healthcare via klachten@cbkz.nl . Complaints can be filed digitally with the Complaints form. 

  5.  Inclusion and exclusion criteria

    5.1. Lume Psychology only provides care for mild to moderate psychological problems.
    5.2. Lume Psychology does not provide care for: individuals under 18 years old, autism, psychotic disorders, severe trauma, acute suicidality and serious neurological conditions. Seeking specialized care is recommended for these cases.

    IMPORTANT TO NOTE:
    -  Clients in crisis or in an emergency situation should immediately contact their General Practitioner (or huisarts) or call the emergency line at 112.

    -  For suicide prevention,  reach out to 113 or their website.

    -  In cases where people begin experiencing suicidal thoughts after starting treatment, appointments will be discontinued, and they will be advised to contact their General Practitioner (or huisarts) immediately.

  6. Reporting of domestic violence and child abuse

    In the case of suspicion of physical, psychological or sexual violence and neglect, Lume Psychology will follow the 5 steps as stated by the Meldcode Huiselijk geweld en kindermishandeling from the Ministerie van Volksgezondheid, Welzijn en Sport  (Ministry of Health, Welfare and Sport) and the Ministerie van Justitie en Veiligheid (Ministry of Justice and Security).