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{"id":4196,"date":"2021-10-19T15:59:24","date_gmt":"2021-10-19T13:59:24","guid":{"rendered":"https:\/\/onlinedoctor.ch\/faq\/"},"modified":"2025-06-04T15:25:07","modified_gmt":"2025-06-04T13:25:07","slug":"faq","status":"publish","type":"page","link":"https:\/\/dev.onlinedoctor.ch\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<section class=\"l-section wpb_row height_large color_alternate\"><div class=\"l-section-overlay\" style=\"background:linear-gradient(360deg,#d5e9ea,#ffffff)\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-6 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;+&#8221; font_container=&#8221;tag:div|font_size:72px|text_align:left|line_height:36px&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22color%22%3A%22_content_heading%22%2C%22font-weight%22%3A%22700%22%2C%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%2210px%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;][vc_custom_heading text=&#8221;FAQ&#8221; font_container=&#8221;tag:h1|text_align:left&#8221; use_theme_fonts=&#8221;yes&#8221;]<div class=\"wpb_text_column us_custom_0259209c has_text_color\"><div class=\"wpb_wrapper\"><p class=\"u-reset title--prefix\">Here you will find the answers to frequently asked questions (FAQ) about our service.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"vc_col-sm-6 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;General information&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"g914\"><button class=\"w-tabs-section-header\" aria-controls=\"content-g914\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What is OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-g914\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor is an innovative digital platform that allows you to have a <strong>skin problem<\/strong> assessed quickly, regardless of location and at low cost by an independent specialist licensed in Switzerland. OnlineDoctor is suitable for the assessment of all types of skin problems (e.g. rash, eczema, birthmark).<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"kf52\"><button class=\"w-tabs-section-header\" aria-controls=\"content-kf52\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who is behind OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-kf52\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor is a service of OnlineDoctor AG, based in Switzerland. OnlineDoctor is a Swiss product developed with the help of leading dermatologists. You can find more information about the founders of OnlineDoctor <a href=\"https:\/\/onlinedoctor.ch\/en\/about-us\/\" rel=\"noopener\">here<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"b24f\"><button class=\"w-tabs-section-header\" aria-controls=\"content-b24f\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How does OnlineDoctor work?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-b24f\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><div class=\"ewa-rteLine\">\n<p>No time-consuming registration or login to the platform is required to use OnlineDoctor. We recommend that you use your smartphone for your enquiry. You do not need to download an app or anything similar, but can simply use the service via onlinedoctor.de.<\/p>\n<p><strong>Step 1<\/strong>: Select one of our dermatologists to assess your skin problem for an initial assessment.<\/p>\n<p><strong>Step 2<\/strong>: Describe your symptoms using OnlineDoctor&#8217;s questions and upload three pictures of your skin problem. Then select your preferred payment method.<\/p>\n<p><strong>Step 3<\/strong>: After a maximum of 48 hours, you will receive an email with a link to the recommended course of action from your chosen doctor. We will also send you a 6-digit SMS code with which you can download your personal recommendation for action. You will also receive an invoice receipt by e-mail.<\/p>\n<p>You can find more answers about the process in this FAQ below.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"w511\"><button class=\"w-tabs-section-header\" aria-controls=\"content-w511\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">In which languages is OnlineDoctor available?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-w511\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor is available to users in German, French, Italian and English. The language skills are indicated accordingly on the OnlineDoctor page of the dermatologist.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"n6ba\"><button class=\"w-tabs-section-header\" aria-controls=\"content-n6ba\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Does a request via OnlineDoctor replace a personal visit to the doctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-n6ba\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor generally represents a supplementary service to the personal visit to the practice. Exclusive consultation or treatment via communication media is permitted in individual cases if this is medically justifiable and the required medical care is maintained, in particular by the way in which the findings are ascertained, consultation, treatment and documentation are carried out. The dermatologist will inform you if (in addition) a personal on-site visit is necessary.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"e7e2\"><button class=\"w-tabs-section-header\" aria-controls=\"content-e7e2\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Is OnlineDoctor suitable for emergencies?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-e7e2\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Attention: OnlineDoctor is NOT suitable for acute health problems such as sudden severe symptoms. We explicitly advise you to immediately alert regional emergency care in life-threatening situations.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"o938\"><button class=\"w-tabs-section-header\" aria-controls=\"content-o938\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What are the advantages of OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-o938\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><a href=\"https:\/\/onlinedoctor.ch\/en\/\" rel=\"noopener\">Here<\/a> you will find a selection and description of the advantages that OnlineDoctor offers you.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"eaeb\"><button class=\"w-tabs-section-header\" aria-controls=\"content-eaeb\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who are the dermatologists?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-eaeb\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>All our dermatologists are licensed in Switzerland and have many years of practical experience. They have been carefully selected to ensure the highest quality of advice for you.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"eed5\"><button class=\"w-tabs-section-header\" aria-controls=\"content-eed5\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I use OnlineDoctor in a pharmacy?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-eed5\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The following pharmacies offer OnlineDoctor. By clicking on the links of our partner pharmacies, you can find out in which pharmacies you can use OnlineDoctor.<\/p>\n<section class=\"l-section wpb_row height_medium\">\n<div class=\"l-section-h i-cf\">\n<div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\">\n<div class=\"vc_col-sm-12 wpb_column vc_column_container\">\n<div class=\"vc_column-inner\">\n<div class=\"wpb_wrapper\">\n<div class=\"w-tabs style_default switch_click has_scrolling accordion initialized\">\n<div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\">\n<div id=\"rc33\" class=\"w-tabs-section active\">\n<div id=\"content-rc33\" class=\"w-tabs-section-content\">\n<div class=\"w-tabs-section-content-h i-cf\">\n<div class=\"wpb_text_column\">\n<div class=\"wpb_wrapper\">\n<ul>\n<li><a href=\"https:\/\/www.amavita.ch\/de\/cp\/hautprobleme\" target=\"_blank\" rel=\"noopener\">Amavita<\/a><\/li>\n<li><a href=\"https:\/\/www.benu.ch\/\" target=\"_blank\" rel=\"noopener\">Benu<\/a><\/li>\n<li><a href=\"https:\/\/www.medbase-apotheken.ch\/angebote\/detail\/hautcheck\/\" target=\"_blank\" rel=\"noopener\">medbase<\/a><\/li>\n<li><a href=\"https:\/\/www.rotpunkt-apotheken.ch\/serviceleistungen\/haut-check\" target=\"_blank\" rel=\"noopener\">Rotpunkt Apotheken<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;Costs&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"lec2\"><button class=\"w-tabs-section-header\" aria-controls=\"content-lec2\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What are the costs of an enquiry via OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-lec2\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The one-off costs amount to <strong>CHF 55<\/strong> incl. VAT. You will receive an initial specialist assessment (or second opinion) from OnlineDoctor within 48 hours, including a recommendation for action regarding your skin problem. If the dermatologist recommends an additional visit to the practice, the visit and the consultation\/treatment carried out there are expressly <strong>not<\/strong> included in the costs.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"a139\"><button class=\"w-tabs-section-header\" aria-controls=\"content-a139\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What payment options do I have?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-a139\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><div class=\"ewa-rteLine\">\n<p>You can choose from the following payment options:<\/p>\n<ul>\n<li>Post Finance: Card, eFinance<\/li>\n<li>TWINT<\/li>\n<li>Visa: credit, debit and prepaid card<\/li>\n<li>Mastercard: credit, debit and prepaid<\/li>\n<\/ul>\n<p>Payment with Maestro is not possible within Switzerland.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"q38b\"><button class=\"w-tabs-section-header\" aria-controls=\"content-q38b\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Will the costs be reimbursed by my health insurance?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-q38b\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor works with the largest health insurance companies in Switzerland. If you have health insurance with one of the following insurers, you can benefit from reduced rates:<\/p>\n<ul>\n<li><strong>CSS<\/strong>-insured persons can take advantage of the service at reduced costs. With the code <strong>CSS49<\/strong> you will receive a discount of CHF 6. If you have the supplementary outpatient insurance myFlex? Class outpatient supplementary insurance, then you can have 90% of the cost of the online skin check reimbursed by CSS.<\/li>\n<li><strong>Groupe Mutuel<\/strong> policyholder receive a CHF 6 discount with the code <strong>GM2022.\u00a0<\/strong><\/li>\n<li><strong>SWICA<\/strong> policyholders also receive a CHF 6 discount with the code <strong>SWICA22<\/strong>.<\/li>\n<li><strong>Sympany<\/strong> policyholders with supplementary outpatient insurance (plus or premium) will be reimbursed CHF 11 upon presentation of the invoice (further information can be found below in this FAQ).<\/li>\n<li><strong>\u00d6KK<\/strong>-insured persons also receive the online skin check at a reduced price. With the code <strong>OEKK49<\/strong> you will receive a discount of CHF 6.<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"a5c4\"><button class=\"w-tabs-section-header\" aria-controls=\"content-a5c4\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Where can I download my invoice?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-a5c4\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Once you have received the email with the download link to your recommended course of action, the invoice can be downloaded directly below the medical assessment.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;Process&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"i6e2\"><button class=\"w-tabs-section-header\" aria-controls=\"content-i6e2\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How long does it take to get a response from the dermatologist?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-i6e2\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>In most cases, you will receive a response from the dermatologist of your choice within a few hours. In case of high demand, there is a maximum waiting time of 48 hours. If you have not received a reply after 48 hours, please check your <strong>spam folder<\/strong> first.<\/p>\n<p>From time to time, the e-mail with your recommendation for action may end up there. Otherwise, please contact <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a>. We will take care of your case as soon as possible.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"a8c1\"><button class=\"w-tabs-section-header\" aria-controls=\"content-a8c1\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How much time does a request usually take?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-a8c1\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The time required for a request depends on the amount of information you would like to provide to the dermatologist for the OnlineDoctor skin check. As a rule, the time required is between 5 and 7 minutes.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"sa55\"><button class=\"w-tabs-section-header\" aria-controls=\"content-sa55\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I freely choose the dermatologist who will assess my skin problem?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-sa55\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Yes, with OnlineDoctor you have a free choice of doctor. You can choose someone from all the dermatologists available on the platform.<\/p>\n<p>If your personal dermatologist of choice has not yet joined OnlineDoctor, please send us a message with the name of the dermatologist to <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a>. We will contact him\/her and provide information about OnlineDoctor.\u00a0We will contact him\/her and send information about OnlineDoctor.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"lb8e\"><button class=\"w-tabs-section-header\" aria-controls=\"content-lb8e\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How will my details\/information be recorded?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-lb8e\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>After you have started an enquiry, you will be greeted by the digital chat assistant. This will help you answer all the relevant questions that are important for the dermatologist to assess your skin problem.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"cd45\"><button class=\"w-tabs-section-header\" aria-controls=\"content-cd45\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How many photos do I need to upload?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-cd45\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>To ensure the most accurate specialist assessment, you will be asked to upload 3 photos of your skin problem. It is best to use your smartphone to make your request, as this allows you to take and upload the pictures directly with your smartphone. The photos can be uploaded in the common file formats JPG and PNG. Uploading photos as PDF or Word documents is <strong>not<\/strong> possible.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"qec5\"><button class=\"w-tabs-section-header\" aria-controls=\"content-qec5\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I view the recommendation for action again afterwards?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-qec5\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>As a user, you have the option of saving the recommendation for action locally as a PDF. If the recommendation is not saved within 6 weeks, it cannot be retrieved later. In this case, the request must be made again.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"lff8\"><button class=\"w-tabs-section-header\" aria-controls=\"content-lff8\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I ask the dermatologist any questions after receiving his recommendation for action?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-lff8\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The recommended courses of action prepared by specialists are written in an easy-to-understand way and should answer all open questions. If the dermatologist needs additional information, he\/she will contact you by telephone. Further questions from the patient are not foreseen. For a more detailed discussion, we recommend a personal visit to the dermatology practice.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;Data security&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"a0a0\"><button class=\"w-tabs-section-header\" aria-controls=\"content-a0a0\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Is my personal data secure? How secure is the data transfer?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-a0a0\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><span>Data security is important to us. Because the protection of patient data is critical, OnlineDoctor encrypts all data transfers with SSL\/TLS. To guarantee the highest level of security, OnlineDoctor uses two-factor authentication, which is used in e-banking. With this additional layer of security, OnlineDoctor ensures that only you can access your Skin Check Report.<\/span><\/p>\n<p>You can find further information in our <a href=\"https:\/\/onlinedoctor.ch\/en\/data-protection\/\" rel=\"noopener\">privacy policy<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"j2ea\"><button class=\"w-tabs-section-header\" aria-controls=\"content-j2ea\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Registration and patient account <\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-j2ea\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>In order to protect your personal data, specifically the health data, access to your exam and treatment recommendation is possible only through a secure patient-login (consisting of e-mail address and password). This login is set up by you when you create the case. This ensures that only you, as the authorised person, have access to your sensitive health data. As an alternative, you can login from the login patient area from your patient account and here you can retrieve you exam and treatment recommendation.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"h49c\"><button class=\"w-tabs-section-header\" aria-controls=\"content-h49c\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who has insight into my data?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-h49c\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Only the dermatologist you have selected has access to the data and information you provide for the preparation of the specialist recommendation for action.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"x5b7\"><button class=\"w-tabs-section-header\" aria-controls=\"content-x5b7\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">For what purpose is my data processed?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-x5b7\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The data provided to OnlineDoctor will be used by the selected dermatologist to prepare a recommendation for action. In addition, OnlineDoctor uses this data in <strong>anonymised<\/strong> form for statistical purposes. Under no circumstances will the data be passed on to third parties.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;Technology and support&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"pfbd\"><button class=\"w-tabs-section-header\" aria-controls=\"content-pfbd\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What do I need to use OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-pfbd\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Requests via OnlineDoctor can be made using any digital device such as a smartphone, tablet or even your desktop computer and an internet connection.<\/p>\n<p>OnlineDoctor can be used via common browsers (e.g. Chrome, Firefox, Safari). We expressly do not recommend the use of Internet Explorer or Microsoft Edge, as error-free data transmission cannot always be guaranteed with these two browsers.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"u0db\"><button class=\"w-tabs-section-header\" aria-controls=\"content-u0db\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Is the photo quality of my smartphone sufficient for an assessment of the skin problem?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-u0db\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>As a rule, the photo quality of current smartphones is sufficient to ensure a professional assessment of your skin condition. Please make sure that the photos of the skin problem are sharp and sufficiently illuminated. You should also take photos of the skin problem from different perspectives and distances.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"d235\"><button class=\"w-tabs-section-header\" aria-controls=\"content-d235\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I also use OnlineDoctor at weekends and during holidays?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-d235\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor is generally available to you 7 days a week throughout the year. However, it may happen that your desired dermatologist is on holiday and temporarily not available on the platform. In this case, you can simply select another available dermatologist for your request.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"w3a4\"><button class=\"w-tabs-section-header\" aria-controls=\"content-w3a4\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Can I use the service outside Switzerland?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-w3a4\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>If you are resident in Switzerland, you can use OnlineDoctor regardless of your location, even if you are travelling abroad. It is up to the user to find out about the specific conditions abroad (e.g. data security, telephone\/subscription costs and roaming charges due to data volumes consumed). Unfortunately, mobile numbers with other dialling codes are not currently supported.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"u4c7\"><button class=\"w-tabs-section-header\" aria-controls=\"content-u4c7\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">What can I do if I do not receive a response within 48 hours?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-u4c7\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>This should generally not be the case. Please check the <strong>spam folder<\/strong> of your e-mail inbox first. It may happen from time to time that the e-mail with your recommendation for action ends up there. If you still have not received a response by e-mail within 48 hours, please contact <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a>. We will take care of your case as soon as possible.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"r66c\"><button class=\"w-tabs-section-header\" aria-controls=\"content-r66c\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who can I contact if I have technical problems?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-r66c\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p style=\"text-align: left;\">You can report defects, functional problems or complaints in connection with OnlineDoctor via the e-mail address: <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a>.<\/p>\n<p style=\"text-align: left;\">Our team will try to help you as quickly as possible. If there are technical problems with a request that are related to the browser used (e.g. Chrome, Safari, Firefox), please name the browser used (incl. version) in your e-mail.<\/p>\n<p style=\"text-align: left;\">OnlineDoctor can be used via common browsers (e.g. Chrome, Firefox, Safari). We expressly do not recommend the use of Internet Explorer or Microsoft Edge, as error-free data transmission cannot always be guaranteed with these two browsers.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_small\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">[vc_custom_heading text=&#8221;Cooperation Sympany and OnlineDoctor&#8221; use_theme_fonts=&#8221;yes&#8221; css=&#8221;%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D&#8221;]<div class=\"w-separator size_small\"><\/div><div class=\"w-tabs style_default switch_click accordion has_scrolling\" style=\"--sections-title-size:inherit\"><div class=\"w-tabs-sections titles-align_none icon_chevron cpos_right\"><div class=\"w-tabs-section\" id=\"z038\"><button class=\"w-tabs-section-header\" aria-controls=\"content-z038\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who can use OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-z038\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor is available to all Sympany policyholders with basic and\/or supplementary insurance and who are Swiss residents.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"b1f7\"><button class=\"w-tabs-section-header\" aria-controls=\"content-b1f7\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Does the use of OnlineDoctor replace my insurance model (Telmed, pharmacy, GP and HMO model)?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-b1f7\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>No, the use of OnlineDoctor is a service offer.<\/p>\n<p>Insured persons with an alternative insurance model must adhere to the contract provisions applicable to their model. But they can use OnlineDoctor as a supplement.<\/p>\n<p>If your chosen OnlineDoctor dermatologist recommends an on-site consultation, you will need to visit your model doctor or practice with the recommended course of action you have received.<\/p>\n<p>Your doctor will issue you with the necessary referral. Sympany&#8217;s alternative insurance models are casamed pharm, callmed 24, casamed hmo, casamed hausarzt, flexhelp24. The special conditions of the alternative insurance models are available at <a href=\"https:\/\/www.sympany.ch\/en.html\" rel=\"noopener\">www.sympany.ch<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"z320\"><button class=\"w-tabs-section-header\" aria-controls=\"content-z320\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who can I contact if I don&#8217;t know which insurance model I have?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-z320\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>You can find details of your insurance model in mySympany (<a href=\"https:\/\/my.sympany.ch\/my.policy\" rel=\"noopener\">customer portal\/app<\/a>) or on the insurance policy. Alternatively, you can contact Sympany&#8217;s Customer Service by telephone: +41 58 262 42 00; Mon &#8211; Fri from 8 am to 5 pm.<\/p>\n<p>https:\/\/my.sympany.ch\/my.policy<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"y4c3\"><button class=\"w-tabs-section-header\" aria-controls=\"content-y4c3\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">Who is responsible for OnlineDoctor?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-y4c3\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>OnlineDoctor AG, with its registered office in St. Gallen (CHE-288.196.802; <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a>, <a href=\"https:\/\/onlinedoctor.ch\/en\/\" rel=\"noopener\">dev.onlinedoctor.ch<\/a>), is responsible for ensuring that OnlineDoctor complies with both the relevant legal requirements and the current state of technology and medicine.<\/p>\n<p>The user is responsible for all actions that he takes for himself as well as for a third party.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-tabs-section\" id=\"b611\"><button class=\"w-tabs-section-header\" aria-controls=\"content-b611\" aria-expanded=\"false\"><div class=\"w-tabs-section-title\">How high are the costs for Sympany policyholders?<\/div><div class=\"w-tabs-section-control\"><\/div><\/button><div  class=\"w-tabs-section-content\" id=\"content-b611\"><div class=\"w-tabs-section-content-h i-cf\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The one-off costs are <strong>CHF 44<\/strong>* instead of 55 incl. VAT. You will receive a specialist&#8217;s initial assessment (or second opinion) including a recommendation for action within 48 hours of your request.<\/p>\n<p>If the dermatologist also recommends a visit to his practice, the visit and the consultation\/treatment given there are expressly not included in the costs. Depending on the provider, telephone\/subscription costs may be incurred as part of the enquiry.\u00a0The costs are to be borne by the customer.<\/p>\n<p>* For Sympany policyholders with supplementary outpatient insurance (<a href=\"https:\/\/www.sympany.ch\/en\/individuals\/supplementary-insurance\/outpatient.html\" rel=\"noopener\">plus or premium<\/a>)<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_medium\"><div class=\"l-section-overlay\" style=\"background:var(--color-alt-content-bg)\"><\/div><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p style=\"text-align: center;\">You have not found an answer to your question in our FAQ?<\/p>\n<p style=\"text-align: center;\">Send us an e-mail to: <a href=\"mailto:support@onlinedoctor.ch\">support@onlinedoctor.ch<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"[vc_custom_heading text=\"+\" font_container=\"tag:div|font_size:72px|text_align:left|line_height:36px\" use_theme_fonts=\"yes\" css=\"%7B%22default%22%3A%7B%22color%22%3A%22_content_heading%22%2C%22font-weight%22%3A%22700%22%2C%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%2210px%22%2C%22padding-top%22%3A%220%22%7D%7D\"][vc_custom_heading text=\"FAQ\" font_container=\"tag:h1|text_align:left\" use_theme_fonts=\"yes\"]Here you will find the answers to frequently asked questions (FAQ) about our service. [vc_custom_heading text=\"General information\" use_theme_fonts=\"yes\" css=\"%7B%22default%22%3A%7B%22margin-top%22%3A%220%22%2C%22margin-bottom%22%3A%220%22%2C%22padding-top%22%3A%220%22%7D%7D\"]What is OnlineDoctor?OnlineDoctor is an innovative digital platform that allows you to have a skin problem assessed quickly, regardless of location and at low cost by an independent specialist licensed...","protected":false},"author":1,"featured_media":6737,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4196","page","type-page","status-publish","has-post-thumbnail","hentry"],"rankMath":{"parentDomain":"dev.onlinedoctor.ch","noFollowDomains":[],"noFollowExcludeDomains":[],"noFollowExternalLinks":false,"featuredImageNotice":"The featured image should be at least 200 by 200 pixels to be picked up by Facebook and other social media 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