Digital Clinic

What do I gain from using the Digital Clinic?

With the Digital Clinic app you have direct and cost-efficient access to a doctor, without the hassle of spending time on the move or waiting in line.

When does the Digital Clinic operate?

The Digital Clinic is open virtually from 8 am to 8 pm.

Where do I find the Digital Clinic app?

The App Store for Apple devices or the Play Store for Android devices. Search for Digital Clinic and this icon:

How much does the Digital Clinic app cost?

You can download the Digital Clinic app free of charge. The first 2 visits (provided they take place within 2 months) are also free of charge. All subsequent visits cost €25.

How do I register by mobile phone number so the doctor can contact me?

For technical reasons, you must fill out your mobile phone number as follows: +3069ΧΧΧΧΧΧΧΧ. If you do not fill out your number in this format, we will not be able to contact you.

Why do you ask for my Social Security Number (AMKA)?

• It is the best way to identify you individually (without any mistakes or confusion between patients with the same name).
• When all the rest of the services have been activated – such as appointment scheduling, e-prescription, link to your medical file at out hospitals – we will need it to link you to all these platforms.
• It does not change, so you do not have to update it (as opposed to your ID Card No. or some other document). If the national legislation changes, we will make the necessary adjustments.

Why do you ask for so much information (address, gender, father’s name, mother’s name, etc.)?

• We need this information to open a case file in the Hospital’s IT system. It is the same information we would need if you visited one of our hospitals as an outpatient or inpatient.
• They are also mandatory fields for us to be able to invoice you (for services that carry a cost).

Do I have to schedule an appointment to talk to one of the Digital Clinic doctors?

No appointment is necessary. Once you log in to the app and start the chat, the first available doctor will talk to you within 60 minutes at the latest.

What is the medical specialty of the Digital Clinic doctors?

The app doctors are internists or GPs, backed by the prestige of the Hellenic Healthcare Group (Hygeia, Metropolitan Hospital, Mitera, Metropolitan General, Leto & Creta Interclinic).

How is the diagnosis performed remotely by the doctor?

The doctor will review your answers to the relevant questionnaire (we call it the “symptoms questionnaire”), which you can choose to fill out before starting the chat with the doctor, to save time. Otherwise, the doctor will send it to you at the beginning of your chat. The doctor will then ask for extra information if necessary, by posing additional questions. They may also ask you to send photos using the app camera (it operates just like any other chat app). If there is sufficient information, the doctor will make the diagnosis and give you instructions. If necessary, they may also send you a prescription for medications.

The doctor will decide whether they can manage your case, whether they need to refer you to another specialist or whether you need to seek help externally (visit to a doctor’s office for a physical exam). No need to feel inconvenienced; it is for your own safety and optimal treatment. You will not be charged for the service; you will simply spend some minutes of your time.

The doctor may request tests that require your physical presence at a lab or a doctor’s office. In this case, the chat will remain as pending until you have uploaded the results in the chat, so the doctor may reach a conclusion as to the treatment of your problem.

If you undergo the tests at an outpatient clinic / department of our Group’s hospitals, you will receive a significant discount.

Can I write to the doctor directly without filling out the questionnaire first?

Of course. You can write to the doctor directly without filling out the questionnaire, especially if you can’t find a questionnaire that fits your symptoms.

What can I discuss via the Digital Clinic?

The Digital Clinic doctor will provide instructions on mild medical issues that may concern you, which are neither medical emergencies nor chronic conditions.

The doctor and the app certainly cannot replace a visit to a doctor’s office or a hospital. The services available to you through the app are basic medical instructions and can address simple cases of symptoms, which do not require a physical exam.

I don’t think that my problem can be resolved remotely. Can I talk about this on the Digital Clinic?

The Digital Clinic doctor will decide whether they can address your problem remotely. If you are given a referral, the chat will not be charged.

I started a Digital Clinic appointment, but I closed the app because I had to do something else. Can I log in again?

Yes, you can. Open the app and all your active chats will appear in the main menu. Enter the chat to continue talking to your doctor. If your doctor sends you a message while you are not on the app, you will receive an audio and visual notification, provided you have given your consent in the relevant fields when asked.

I’ve talked to the doctor and now I want to talk to them again. Can I do so?

Each time you need a doctor, your request will be answered by the doctor on call on the specific day and time.

The doctor takes time to answer. What should I do?

During your chat with the doctor, there may be period of time when the doctor is preparing your referral or is talking to another patient at the same time. Don’t worry. You can continue with your other affairs and when the doctor sends you a message, the app will notify you, so you may enter and continue your chat.

Do not opt for the app in case of an emergency, as the doctors may not be readily available to answer right away. You may need to wait a few minutes.

Can the doctor issue a referral for medical tests?

If necessary, the doctor will ask for basic lab tests to help with the diagnosis. They will send you a referral for these tests on your mobile and your chat will be concluded once you return with the test results (uploaded as a photo). With all the information at hand, the doctor will decide on the next steps. Even then, they may refer you to a doctor for a physical exam. You will not receive a diagnosis and treatment, and you will not be charged for the time the doctor spent on the app.

If the doctor asks for tests, can I have these performed at a HHG Hospital?

If you want to have your tests performed at the HHG (Hygeia, Metropolitan Hospital, Mitera, Metropolitan General, Leto & Creta Interclinic), you will receive a 30% discount off the private price list by displaying the coupon you received through the app. You can use it at any cashier within our Hospitals. This discount does not apply for molecular testing.

Can I schedule an appointment with a doctor or department at a HHG Hospital?

At the moment, you cannot schedule an appointment with a doctor at their office or at one of the Hellenic Healthcare Group Hospitals through the app. This option is being developed and you will soon be able to use it. The same applies for scheduling tests. To schedule an appointment, you need to contact our Hospital departments

Can the Digital Clinic doctor view my test results online?

At the moment, the Hospital systems with the test results have not yet been linked to the app, so the doctor cannot view them directly. We are working on it so they can be available soon. However, you can take photos of the results and send them via the chat.

I experience various symptoms that may involve many doctors. Am I covered with one Digital Clinic visit?

At the Digital Clinic, you will discuss every single symptom with the doctor and they will guide you, either by making a diagnosis and recommending suitable treatment or by referring you to the right specialist.

Is the Digital Clinic suitable for children?

No, at the moment we are only addressed to adults (over 18 years).

Once we have added the Pediatrician specialty in the Digital Clinic specialists, you will see it as a separate service in the list of available services.

Can I use my app to discuss a health problem of another person?

No, each individual user registration is strictly personal. Users must contact the doctor only for issues that concern them, as the information available to the doctor, such as Social Security Number (AMKA), age and phone number, relate to the person on the chat. Furthermore, for reasons of personal data protection (GDPR), the app must ensure that the user has obtained written consent from the person with the health problem, which is not feasible at the moment digitally.

Is my data safe when I use the Digital Clinic?

We have taken all the necessary measures to safeguard the data you share with us and have ensured that we fully comply with the legislative requirements regarding the protection of sensitive data.

In addition, the app does not store information on your mobile, but on its own platform, based on the electronic identity of each patient.

Is video-conferencing available as an option?

We have chosen the chat and sending photos where necessary for patient/doctor communication. The option of a call or video-conference is not available.

Can the Digital Clinic doctor renew by prescription?

That is not the aim of the app. The doctor who will talk to you will prescribe medications for your symptoms at the time of the chat. These prescriptions cannot pertain to chronic conditions or medications that concern chronic treatments and recurring prescriptions. If such a service becomes available in the future, you will see it as a separate service in the list of available services.

Are e-prescriptions through the National Organization for Healthcare (EOPYY) possible?

At the moment, e-prescriptions by the Digital Clinic doctors through the National Organization for Healthcare (EOPYY) are not possible. We will notify you if this changes.

Can I get a sick leave certificate through the Digital Clinic?

No, this option is not available at the moment.

How much do Digital Clinic visits cost?

Provided the doctor issues a diagnosis and a prescription through the Digital Clinic, the cost is €25. In any other case, what has been described so far about charges applies.

If the doctor cannot help me, will I get a refund?

Before the chat starts, you will be asked to confirm the credit card charge for the cost of the service. The amount is then pending. If the doctor refers you to a specialist, you will not be charged for the doctor’s time and the pending amount will be returned to your credit card.

Does my insurance cover the cost of the Digital Clinic?

The Digital Clinic app is something completely new for Greek insurance standards, so a reasonable time has to pass before this can happen. We are working towards it, though.

Do I get a receipt for the Digital Clinic services?

Payment to the Digital Clinic is via credit card. This ensures transparent transactions in terms of online payment systems. So you will receive the relevant receipt in the email you declared.

I have a complaint or a question about the app. What do I do?

If you have a complaint or a question about the app, you can contact us at customer_service@digitalclinic.gr.

What’s your experience when it comes to apps like this?

The Digital Clinic app was developed in partnership with Mehiläinen, the largest healthcare group in Finland, with extensive experience in the development and provision of digital medical services, having served over 1,200,000 patients since 2017. The Mehiläinen apps have received the highest industry ratings in app stores and the Net Promoter Score (NPS).