TERMS OF SERVICE & PATIENT INFORMATION

For International Video Consultations

To ensure a high-quality medical experience and clear communication, we ask that you read the following guidelines regarding our International Video Consultation service.

By booking an appointment, you acknowledge and agree to these terms.

1. Scope of Service (Medical Advisory)

  • Advisory Nature: This video service is strictly a medical advisory consultation. It is not a substitute for an in-person physical examination.
  • No International Prescriptions: Due to cross-border regulatory restrictions, Dr. Wagner cannot issue valid prescriptions, sick notes, leave certificates or referrals for patients residing outside of Switzerland.
  • No Emergency Care: This service is not suitable for acute emergencies. In case of urgent medical distress, please contact your local emergency services immediately.

2. Eligibility & Insurance

  • International Focus: This service is designed exclusively for patients residing outside of Switzerland or those without Swiss insurance linkage.
  • Self-Pay Only: All fees are private, self-pay contributions. This service cannot be billed to Swiss compulsory health insurance (OKP/KVG) or international travel insurance by our practice.

You will receive a receipt which you may attempt to submit to your private insurance at your own discretion, no amendments to this receipt will be possible nor communication on your behalf with your private insurance.

3. Preparation & Document Review

To respect the time allocated for your medical analysis, strict limits apply to document review:

  • Standard Consultation: Includes the review of up to 2 pages of existing lab results or reports. These must be typed and clearly legible with a font size no smaller than 10 point.
  • Extended Consultation: Includes the review of up to 10 pages of patient history. These must be typed and clearly legible with a font size no smaller than 10 point.
  • Excess Documentation: Documents exceeding these limits sent prior to the appointment cannot be reviewed within the standard fee.

If you have a complex history exceeding 10 pages, please contact us for a custom quote or book a Second Opinion package.

4. Technical Requirements & Environment

The quality of the consultation depends on your connection.

  • Your Responsibility: Please ensure you have a stable high-speed internet connection and a quiet, private environment.
  • Connectivity Issues: Refunds cannot be issued for missed appointments or poor call quality caused by technical issues on the patient's side (e.g., weak WiFi, uncharged devices, computer updates etc.).
  • Punctuality: Please join the call 5 minutes early. If you are late, the time will be deducted from your session to respect the next patient's appointment.
  • Language: Dr. Wagner can conduct your call in either German or English. Please indicate on booking which you prefer.

5. Post-Consultation Reports & Data Privacy

  • The Summary: You will receive a structured written summary (PDF) of the doctor’s recommendations within 2 working days following your appointment.
  • Secure Delivery (HIN): Switzerland has the strictest data privacy laws in the world. To protect your data, we send reports via HIN (Health Info Net) encryption.

You may receive a link to download your report securely only to your registered email address provided at time of booking.

  • Booking Reference: When communicating with us, please always include your appointment date and time and send communication from your registered email address.

6. Follow-up Questions

Our goal is to provide a comprehensive summary during the call and in the written report.

  • Clarifications: Administrative questions (payment, scheduling) are free of charge.
  • Medical Follow-ups: Any further medical questions arising after the consultation and report delivery are considered new medical services.

This is billed at CHF 50 for a 10 minute slot. You may book a "Follow-up 10 Min" slot via Doctena for this purpose. Only 1 slot can be booked, if more time is required, please book a second video consultation.

7. Physician Availability & Medical Emergencies

While every effort is made to honour scheduled appointments, medical care remains our highest priority.

  • Unforeseen Medical Emergencies: In rare cases, Dr. Wagner may be required to cancel or interrupt a scheduled video consultation due to an urgent medical emergency involving another patient.
  • Rebooking: If this occurs, we will be in touch to rebook your appointment at a mutually convenient alternative date and time as a priority.
  • No Refund in This Case: As the consultation remains reserved and will be provided in full at a later time, refunds are not issued for cancellations initiated by the physician due to medical emergencies.

We appreciate your understanding that such situations are inherent to medical practice and handled with the utmost responsibility.

8. Patient Cancellation Policy

  • 24-Hour Notice: Cancellations without charge can be made more than 24 hours in advance via the Doctena platform. These will be refunded automatically.
  • Late Cancellations: Appointments cancelled with less than 24 hours' notice, or "No-Shows," are charged at the full rate to cover the reserved physician time.

9. Satisfaction & Feedback

We strive for excellence in every interaction.

Following your consultation, you may receive a brief questionnaire.

We value your honest feedback to help us maintain our high Swiss standards of care.