Trust, telehealth by Europ Assistance

What is teleconsultation service?

Teleconsultation service by Europ Assistance can be a remote consultation with a doctor (GP or specialist), but it can be also medical advice to answer your questions, explanation of medical results, or even a coaching session with one of our healthcare professionals (nutritionist, nurse specialized in stress management, smoking cessation or sleep disorder).

What is NOT teleconsultation service?

Our service is not an emergency service. If we detect in your symptoms you declare a potential urgent condition, we either advise you to have a face-to face visit or that you call the emergency unit of your location.

What is usually excluded from teleconsultation service?

Whereas more and more medical decisions can be taken by a healthcare professional at a distance, some conditions or requests are still difficult to be managed remotely: issuance of a prescription (depending on local regulations) or if authorized, the renewal of a treatment over a certain period, issuance of a fit to work certificate, requiring advanced medical information, pregnancy follow-up. Also, when patients present certain symptoms, health symptom checkers or healthcare professional may recommend a face-to-face visit instead of a teleconsultation (loss of consciousness, important nosebleed, chest pain, ...).

How long is a teleconsultation?

Each teleconsultation can be of duration up to 30 minutes; nevertheless, for certain specialties, our doctor may need more time. In that case, we take the time needed or propose another teleconsultation session later.

How to start my teleconsultation?

In the email confirmation and in the reminder you receive 10 minutes before your appointment, you will find a link to connect at the date and time of the teleconsultation. You can access whenever you want. At the time of the consultation, the waiting room will appear and our doctor will open the consultation.

Can I refuse the video and have the consultation only by phone?

Yes, even if you chose "videochat" when booking your appointment, you can change your mind at the last minute and even during the consultation with the doctor. Just accept the "audio" mode, your camera will not be activated.

I cannot connect at the time of the consultation. What happens?

5 minutes after the time of your appointment, in the case you do not show, our supervisors are alerted and our staff will call you back to know if something is doing wrong. If everything fine, you can connect to the consultation during the 30 minutes of the time slot that you booked. If the time has passed, you should book another teleconsultation.

When can I book a teleconsultation?

You can book 24/7 a teleconsultation over the next 7 days, by selecting a timeslot that is available in the online calendar.

How long should I wait to have a doctor online?

We offer a 24/7 teleconsultation service. You can schedule a service within 15 minutes. Our doctors may not be available at the exact time you are looking for, but will be on time at your appointment.

Can I cancel or modify an appointment?

Yes, you can cancel and modify an appointment up to 10 minutes before the consultation. Just click on the link in the confirmation email you received and select cancel. To modify, you should first cancel and then choose another time slot in the calendar.

Can I book 2 appointments for the same specialty for the same person?

No, we do not allow multiple appointments for the same person and the same specialty. You can book another appointment only once the one you booked has been completed.

Should I install an app?

No, no need to download an app. Just click in our web app onto the link and follow our guidance.

How to know if my browser or my system are compliant to use the videochat?

In the email confirmation you will receive, we list all the systems for which our solution is optimized, so that you can check in advance. The list is as below: - Desktop: Edge from 17 , Firefox from 22, Chrome from 23, Safari for MacOs from 11 - Mobile: Safari for iOS from 11, Android Browser from 76, Chrome for Android from 76, Samsung Internet from 9.2

I don't have a camera for the video. Can I still benefit of a teleconsultation?

Yes, our teleconsultation can be perfectly managed via audio and chat.

Can I use my smartphone for the teleconsultation?

Yes, you can use a computer, a tablet or a smartphone.

Is Internet mandatory to access the service?

Yes, a minimum bandwidth is mandatory for the appointment booking, the chat and the audio. A good quality connection is required for the video. If the bandwidth is not sufficient, the system will automatically switch from video to audio, without disconnecting you.

What to do in case of a disconnection during a consultation?

In the case you are disconnected with the doctor during a consultation, simply click on the same button to access the service. You will be connected with the same doctor. In case the quality of the bandwidth is really too bad, our doctor will propose to call you back on the phone number you declared at the time of the appointment, or another phone number that you can indicate.

Going through the symptom checker, how do I know if I am eligible to a teleconsultation or not?

Our symptom checker is analysing the symptoms you declare and indicates you the healthcare solution that may correspond the best to your condition. Only conditions that our doctors consider they can manage at a distance are eligible, i.e. runny nose, vomiting, temperature for less than 24 hours, etc.

In which cases am I not eligible to a teleconsultation?

Our service is not an emergency service. If we detect in your symptoms you declare a potential urgent condition, we either advise you to have a face-to face visit or that you call the emergency unit of your location.

How can I be sure of the qualification and the quality fo the medical doctor?

Europ Assistance is selecting the medical professionals that manage the teleconsultation service as per different criteria: medical background and experience, soft skills to take care of the patient at a distance, capacity of autonomy to face all individual situations.

What are the specialties available at Europ Assistance?

We can offer the following specialties: general medicine, pediatrics, gynecology, psychology, cardiology, health coaching, nutrition coaching.

In the case the doctor does not show at my teleconsultation, what happens?

This is a situation that should not happen, nevertheless, our healthcare professionals are human, and may have themselves a constraint not allowing them to attend your appointment. 5 minutes after the time of your appointment, in the case the doctor does not show, our supervisors are alerted. If another doctor is available, your teleconsultation will be automatically rerouted to the available doctor. If no other doctor available, our staff will call you back to apologize for the inconvenience and propose another time slot with you.

How can I be sure of the data security?

All our solutions are highly secured, ISO 27001 and GDPR compliant, for the highest guarantee of your data protection, at every moment of the teleconsultation.

Where are my personal data hosted?

Your personal data are hosted on the Europ Assistance servers.

Can I access my personal data and ask to delete them?

Yes, you can contact Europ Assistance to ask information about which personal data we collected for the teleconsultation service. We can also delete all information that is not mandatory to keep for regulatory purpose.