FAQ

Billing

How much does a prescription renewal cost?

We charge a maximum of CHF 39 for a prescription renewal. We will only renew your prescription as a “temporary measure”. In other words, we will renew your prescription for medicines you already take, in the smallest quantity available. For obvious reasons, we cannot provide you with a prescription for any psychotropic drugs (benzodiazepines, anti-depressants, neuroleptics etc.) or any opioids prescribed on counterfoil books. If possible, you should send us a copy of the original prescription. Please note that we will only renew your prescription once.

Why should I use your platform when telemedicine is included in my basic health coverage?

In contrast to telemedicine insurance models, our platform is not a gate-keeping solution. You do not need to go through us in order to see a doctor. If you choose Soignez-moi.ch, you are consulting with a doctor regarding an emergency, which requires diagnosis and treatment by a doctor. By using our platform, you can be sure that you will have direct access to a doctor who will treat you. After answering a few questions, you will find out immediately and without having to leave the comfort of your own home if you need to go to Accident & Emergency or to a doctor. In addition to our guarantees regarding personal data, we are completely independent and not linked to any health insurers, therefore ensuring that your medical data will be limited to Soignez-moi.ch. You will also be reimbursed for your care because it is an emergency. The General Terms and Conditions of telemedicine models allow for this exception.

How does the money-back guarantee work, regarding an answer within the hour?

Once you have completed the questionnaire and we are able to treat your case, we guarantee that you will be contacted by one of our doctors within the hour. If this doesn’t happen, you will be treated like any other patient and your consultation will be provided free of charge.

What is included in the price of CHF 59?

The complete consultation is included. In other words, it includes all of the contact you have with the doctor during your case. This includes any communication with the pharmacist, the report that you, and your general practitioner where applicable, will receive, the follow-up questionnaire and all the answers to your questions during the management of your case.

How much will I be reimbursed?

Our bill of a maximum of CHF 59 plus any additional tests/checks and medicines will only be reimbursed by your health insurance if you have exceeded your excess. In this case, a 10% share of the total amount will be deducted (unless you have already exceeded the maximum annual share of CHF 700).

Do you always send a report to my general practitioner?

We will only send a report to your general practitioner if you allow it. However, we do recommend you do this because it is important for your general practitioner to have a full and up-to-date overview of your medical history.

Will I receive an invoice at home or will it be sent directly to my insurance company?

The invoice will be sent to your address. You must then pay it and send it to your insurance company for reimbursement.

Do I still need to pay if you can’t help me?

If your answers to the questionnaire show that you need to see a doctor, go to Accident & Emergency or call 144, the medical guidance is completely free. You can also receive the results of your questionnaire without providing any personal data. You can send it to yourself via e-mail, save it or print it. You can use it if you go to a walk-in clinic or a doctor. We also offer you the option to make an appointment online with the doctor of your choice.

How can I pay?

You can choose to pay either by invoice or electronically by credit card or Twint®. Soon, you will also be able to pay using Apple Pay® and Paypal®.

How much does it cost?

If your answers to our questionnaire confirm that we can help you, you will pay a maximum of CHF 59 at the end of your treatment. You will receive a Tarmed bill which needs to be paid within 30 days. Additional tests/checks and medicines are not included in the price of CHF 59 but will be reimbursed by your basic health insurance.

Usage

Can I receive a medical certificate if deemed unfit for work?

After your telephone conversation with the doctor and if your medical situation justifies a sick leave certificate, a short-term certificate can be provided on an exceptional basis.  If you believe that you need the leave to be extended, you will have to go to your usual general practitioner. In order to avoid abuse of the system, our doctors will not provide more than one medical certificate per year.

What type of prescription renewal will I receive?

We will only renew your prescription as a “temporary measure”. In other words, we will renew your prescription for medicines you already take, in the smallest quantity available. For obvious reasons, we cannot provide you with a prescription for any psychotropic drugs (benzodiazepines, anti-depressants, neuroleptics etc.) or any opioids prescribed on counterfoil books. If possible, you should send us a copy of the original prescription. Please note that we will only renew your prescription once and we will notify your general practitioner of the renewal.

Can I use Soignez-moi.ch in a country other than Switzerland?

Yes, there are no geographical restrictions to the use of Soignez-moi.ch. However, if you are not covered by Swiss health insurance, you will have to pay for your consultation directly (by credit card or Twint®). The electronic prescription system only works in Switzerland, so you would need to print any prescription provided and take it to a pharmacy abroad.

Do you treat children?

No, we only treat adults (over the age of 18). We do not treat paediatric cases.

What should I do if you cannot treat my case?

If we cannot treat you, we will let you know if you need to visit a doctor, a walk-in clinic, Accident & Emergency or if you need to call 144 directly. You can receive the results of your questionnaire without providing any data. You can send the report to yourself via e-mail, save it or print it. You can also make an appointment online with the doctor of your choice.

Is Soignez-moi.ch an app that I need to download on my phone or computer?

Soignez-moi.ch is an internet platform which is accessible at all times, wherever you are, via your browser, whether on your mobile phone, tablet or computer. It is not an app that needs to be installed on your mobile phone, tablet or computer.

Can I contact the doctor directly?

Yes, you can contact the doctor at any time by sending a message or photo via the platform. They will then reply to you during the platform’s opening hours (Mon-Fri: 8am-8pm and Saturday: 10am-6pm), either by message or by calling you directly on your mobile phone. However, you cannot call the doctor yourself.

Do I need to have a mobile phone to use Soignez-moi.ch?

You don’t need to have a mobile phone to fill in the questionnaire and request a consultation given that the platform is available on all types of device. However, you must have a mobile phone so that the doctor can contact you. When the doctor calls you, it will always be on your mobile phone. You may also receive notifications regarding the progress of your consultation by text message. Moreover, your mobile number is your username for your Soignez-moi.ch profile.

Do you use artificial intelligence?

No, we only use protocols. In other words, these are medical algorithms, which can be compared to decision trees. They provide the doctor with a structured medical history, so allowing them to get to the heart of the problem. They are the same questions a doctor would ask you if you went to your local surgery for an appointment.

Where do the questionnaires come from?

The questionnaires are designed and written by experienced doctors. They have been checked by our medical management team and thoroughly tested by hundreds of users in hospital emergency departments. They are the same questions a doctor at your surgery would ask you. All of our protocols are available as open-source material to ensure complete transparency and guarantee the best possible medical quality.

Who asks the questions?

The questionnaires are designed and written by experienced doctors. They have been checked by our medical management team and thoroughly tested by hundreds of users in hospital emergency departments. They are the same questions a doctor at your surgery would ask you. All of our protocols are available as open-source material to ensure complete transparency and guarantee the best possible medical quality.

How will the doctor contact me?

The doctor will only contact you once they have read the results of your questionnaire (medical history). They will then call you on your mobile phone to decide on your treatment with you and determine any additional tests/checks that may be required.

Can I consult Soignez-moi.ch as often as I like?

During the management of your case, you can contact the doctor whenever you feel it is necessary. You just need to log onto the platform and send a message or photo. The doctor will answer you during the opening hours of the platform (Mon-Fri: 8am-8pm and Saturday: 10am-6pm) either by message or by calling you directly on your mobile phone. However, we limit our service to a maximum of 4 consultations per patient per year.

If I don’t really know what’s wrong, what should I do?

You cannot select multiple symptoms so choose the symptom that is bothering you the most. Don’t worry. If in doubt, the protocols in place are designed to find the underlying cause of your problem. For example, if you are suffering from a headache and have sinusitis, the questions will give us the right result.

If I have different symptoms, what should I do?

Don’t worry, we often suffer from numerous, widespread symptoms. Just select the symptom that is bothering you the most. If you’re not sure, that’s not a problem: there are protocols in place which are designed to find the underlying cause for your symptoms. For example, if you are suffering from a headache and have sinusitis, the questions we ask will lead to the correct result. For the moment, we cannot treat trauma cases, such as fractures, twists or sprains, and you cannot select multiple symptoms.

Security

Will you use my data if rendered anonymous?

Your consultation data may be rendered anonymous and used, but this would only be for scientific research purposes. The other data regarding your use of our platform is not saved. Our confidentiality policy outlines the specific cases in which your data can be used.

What security standards do you have in place?

We implement the highest security standards to guarantee that your data is protected and secure. Data security and protection are vital and our platform is certified in line with the strictest standards. We apply ISO27001, DPCO and GoodPriv@cy standards. The first concerns data security management, the second guarantees the protection of your personal data in line with current data protection laws (DPCO) and the last one is used for exemplary implementation of data protection and related security of information. All of your data is stored on servers in Switzerland only.

What data do you keep?

We will only keep the data regarding your use of the platform if you have a consultation. Like any medical surgery, we keep the personal and medical data you have provided. Your data is kept within Soignez-moi.ch and is not shared with third parties. It is only used for consultations and administrative purposes. Moreover, our doctors are aware of the confidential use and respect of data. Finally, we apply ISO27001, DPCO and GoodPriv@cy standards. All of your data is stored on servers in Switzerland only.

How do you use my data?

If we cannot handle your case, we won’t keep any information about your use of our platform. We will only keep your medical and personal data if you have a consultation, like any medical surgery would. Your data is retained within Soignez-moi.ch and is not shared with third parties. Furthermore, we apply ISO27001, DPCO and GoodPriv@cy standards. The first concerns data security management, the second guarantees the protection of your personal data in line with current data protection laws and the last one is used for exemplary implementation of data protection and related security of information. All of your data is stored on servers in Switzerland only.

Profile

Can I turn off e-mail or text notifications?

Yes, you can turn off e-mail or text notifications regarding your case. However, at least one type of notification must be activated, so you can choose either e-mail, text message or both.

What information do you need to create my profile?

You need to have your health insurance card, a mobile phone and a valid e-mail address to sign up. You must also be over the age of 18.

Can I delete my account?

Yes, you can delete your account at any time. As is the case with any medical practice, the medical data you have given us will be stored for 10 years.

Can I create a profile for someone else?

Yes, you can set up a profile beforehand for a parent for example. However, you need their health insurance card and access to their mobile phone and e-mail address. You will not be able to pick up medicines under someone else’s name without their signed consent.

Can I create my profile beforehand?

Yes, you can create your profile beforehand. You need to have your health insurance card, a mobile phone and a valid e-mail address to sign up.

Pharmacy

Do I need to make an appointment at the pharmacy to have the tests/checks carried out?

No, you do not need to make an appointment at the pharmacy to have the additional tests/checks. However, the pharmacy will be notified of your arrival and the type of test/check that needs to be carried out.

How quickly do I need to make my way to the pharmacy to have the tests carried out?

There are no time limits, you just need to go to the partner pharmacy you have chosen during its opening hours.

Can I go to any pharmacy to collect my medicine?

Yes, you can go to any pharmacy to collect your medicine.

What should I do if my usual pharmacy is not one of your partner pharmacies?

Unfortunately, you cannot have any additional tests/checks carried out in a pharmacy that is not one of our partners. We recommend that you suggest becoming a member of our network to your local pharmacy. Please note that you can choose any pharmacy, whether a partner or not, to collect your medicine.

How do I choose a pharmacy for the tests?

You can choose to have your additional tests/checks done in any pharmacy that is a member of our network of partners. The doctor will suggest the nearest pharmacy to you or one that suits you best. However, please note that you can go to any pharmacy to collect your medicine.

Doctors

Which medical quality standards do you enforce?

Unlike some European countries, there are no quality standards for telemedicine in Switzerland. However, we do everything we can to ensure you receive the best treatment possible. First of all, we guarantee that everything the doctor does is recorded and saved. We undertake automatic monitoring of cases to make sure that your symptoms have improved or disappeared entirely. You can also contact a doctor on the platform at any time if necessary. Moreover, we have implemented internal quality checks, including a Critical Incident Risk System used in hospitals. This system allows us to follow up on any incident, which is automatically reported and dealt with by our medical management. Finally, all of our protocols are open-source to ensure full transparency and guarantee the best medical quality possible.

Do you call on specialists?

No, not currently. We only have doctors who are general practitioners or internists. In certain cases concerning dermatology, we may request the opinion of a specialist. We may also develop protocols for some other fields in the future.

Can I meet and have a consultation with your doctors in person?

No. You cannot meet or have a consultation with the doctors on the platform. Our doctors are also not authorised to market their services to you or offer you a consultation in person.

Can I choose the doctor who will treat me?

No. The on-duty doctor will respond to your request and your questions/answers to the follow-up questionnaire, or deal with the results of your tests/checks. Unfortunately, you cannot choose the doctor who will treat you for the time being.

Have your doctors received specific training?

Yes, our doctors are trained specifically in medicine and must take a test on the platform to ensure that they are qualified to treat patients via telemedicine.

How do you recruit your doctors?

Our medical management only chooses doctors who are experienced in primary healthcare. Our doctors must also maintain their practice in a surgery in addition to their work for Soignez-moi.ch. Our doctors are then trained specifically for telemedicine and take a test on the platform to ensure that they are qualified to treat patients via telemedicine.

Are your doctors Swiss or located in Switzerland?

All of our doctors are experienced and work in Switzerland, but they are not all Swiss nationals. However, all of them work in a surgery alongside their work at Soignez-moi.ch. As a result, you can be sure that our doctors keep their feet firmly on the ground because they treat patients in person at their surgery during the week. They can therefore answer your queries and treat you in the best possible way. Moreover, our doctors have completed specialised training in telemedicine.

Will a doctor treat me?

Yes, we only work with doctors. As opposed to some telemedicine platforms, at Soignez-moi.ch you have direct access to your doctor. They will contact you and treat you. You may be seen by several doctors if additional tests/checks are required for example, or if you contact us again because your symptoms have worsened.

Will a doctor contact me?

Yes, a doctor will contact you and treat your case. You may be contacted by several doctors over the course of your treatment if, for example, you need additional tests or checks or if you contact the platform again because your symptoms have worsened.

Who are the doctors who work on the platform?

All of our doctors are experienced practitioners who work in Switzerland and who work in a surgery alongside their work with Soignez-moi.ch. As a result, you can be sure that our doctors keep their feet firmly on the ground, as they treat patients in person in their surgeries during the week. This means that they can answer your queries and treat you in the best way possible. Furthermore, our doctors have completed specialised training in telemedicine.