FAQ
Questions about booking, access, and what to expect from OpenMedical. The answers below expand on the core questions shown on the home page and cover everything else people typically ask before joining. Use the categories below to jump to what matters to you.
Before your first visit
Practical answers about timing, referrals, and payment.
How quickly can I get an appointment?+
Usually within a few days, depending on the specialty, your reason for visiting, clinic capacity, and the payment route. As soon as you send a request, your coordinator confirms a time that works for you and prioritises urgent situations. For medical emergencies, contact emergency medical services (155); OpenMedical is not an emergency service.
Do I need a referral from a GP?+
No. You can come to us directly, whether you already have a family doctor or not. If a specialist referral is needed later in your care, we arrange it for you.
How does payment and insurance documentation work?+
At the clinic, some services may be covered by Czech public health insurance where the clinic has the relevant contract; the rest is self-paid. Before each appointment your coordinator goes through the costs with you and prepares any documents you need for your insurer. The Insurance and payment section covers the public, commercial, and reimbursement routes in detail.
Do you speak English?+
Yes. We work in your language. Our coordinators speak English, and many doctors offer care in English. All written materials (results, summaries, your written care plan) are available in English on request. If you prefer Czech, that's the default.
Where are you located?+
Our partner clinics are located across Prague. Your coordinator chooses the location based on which clinic best fits each appointment, and always confirms the address with you in advance.
How do I pay?+
You can pay by card or bank transfer. Most care is included in your annual membership, so there are no surprise invoices between visits. If the clinic charges separately for a specific service, your coordinator confirms the cost with you before the appointment is booked.
Can I keep seeing my existing doctor?+
Yes. OpenMedical complements rather than replaces your existing care. If you already have a trusted specialist or GP, your coordinator works alongside them and helps keep everything connected.
After booking
What you receive, how follow-up works, and how care stays organised.
What do I get after the diagnostic?+
A clear explanation of your results in plain language, a written summary, and a specific plan for what to do next. If follow-up care is needed, your coordinator arranges it.
How long until I get my results?+
Most lab results are ready within a few working days, imaging within a week. Your coordinator notifies you as soon as everything is in, and your doctor reviews the results before they reach you.
Will a doctor explain my results to me?+
Yes. Results are never sent without context. You receive a written summary in plain language, and if anything needs a conversation, your doctor goes through it with you in person.
What happens if something unexpected is found?+
Your doctor reviews the finding, your coordinator arranges any follow-up tests or specialist visits, and we walk you through what it means and what your options are. You never have to figure out next steps on your own.
What if I need to cancel or reschedule?+
Just message your coordinator. We ask for at least 24 hours’ notice when possible, but we understand that plans change and we’ll always try to find a new slot quickly.
Insurance and payment
Your coordinator walks through the payment and insurance breakdown before each appointment.
How does payment and insurance work?+
At the clinic, some services may be covered by Czech public health insurance where the clinic has the relevant contract; the rest is self-paid. Your coordinator goes through the costs with you before each appointment. If you have commercial health or travel insurance, you usually pay the clinic directly and then submit the invoice and supporting documents to your insurer. OpenMedical can prepare standard documents for your own reimbursement request, but your insurer decides whether and how much it reimburses.
I have VZP or another Czech public insurer. What does that mean at the clinic?+
Part of each visit is billed to your public insurer where the service is covered; the rest is self-paid. Your coordinator walks through the per-service breakdown before each appointment, so you know in advance what you will pay and for what. Czech public insurance includes all seven public insurers: VZP (111), VoZP (201), ČPZP (205), OZP (207), ZPŠ (209), ZPMV ČR (211), and RBP (213).
Do I keep paying my health insurance after joining?+
Yes. Your statutory insurance continues to cover the care it normally covers. The OpenMedical membership fee is for the coordination, prevention, and access layer on top.
What if my insurance changes during the membership year?+
An insurance change does not automatically end your membership. Please let your coordinator know; we reassess clinic-side billing and standard reimbursement-document handling before future bookings. Commercial-insurer reimbursement always depends on your own policy and your insurer's decision.
I have commercial insurance. What happens?+
You pay the clinic directly. OpenMedical can help prepare or collect standard documents available from the clinic for your own insurer submission. Your insurer decides reimbursement under your policy. OpenMedical is not an insurer, broker, or claims handler, and we do not submit or negotiate claims on your behalf.
Can my family join if we have different insurers?+
Yes. Each household member is enrolled individually and can use a different insurer. The 10% family discount applies per additional household member regardless of insurance route.
Privacy and data
How we handle your health information.
Is my medical information kept private?+
The records OpenMedical holds (your account, coordination communications, and any context you choose to share with us for care navigation) are stored securely and accessible only to authorised OpenMedical coordinators and support staff under role-based access controls, with all access audited. Your medical documentation is held by the partner clinics that deliver your care and is accessible to their clinicians under their own statutory duties. We follow Czech and EU rules for health data, including encryption in transit and at rest and full audit logs.
Where is my data stored?+
Your health data and membership records are stored within the European Union, on infrastructure that meets GDPR and Czech medical data requirements. We do not share your health records or membership information with third parties for marketing or analytics. Current non-medical or operational data flows are limited to the processors named in our policies: public contact-form and callback enquiries reach our operations inbox through website email infrastructure and Google Workspace; marketing email uses MailerLite only when you consent; analytics and advertising cookies on our public website, if you opt in via the cookie banner, are processed by Google in the United States; and telephone calls and the related recordings are processed by CloudTalk headquartered in the Slovak Republic (EU), which for voice routing and recording storage may rely on sub-processors (Twilio and Amazon Web Services) in the United States. See our Privacy Policy and Cookie Policy for the full processor list.
Are calls with OpenMedical recorded?+
Yes. Inbound and outbound calls between you and our team take place via the CloudTalk cloud platform (Slovak Republic, EU) and are recorded for quality assurance, coordinator training, care coordination, and the defence of legal claims. You are informed of the recording at the start of each call. If you do not wish to be recorded, you can request a non-recorded callback at any time by emailing info@openmedical.cz and we will call you back from a line that is not recorded. Recordings are kept for 12 months and then deleted; if a dispute or complaint is pending in relation to a specific call, the relevant recordings are kept until the matter is finally resolved and for one year thereafter. Details including the legal basis and your rights are in the Privacy Policy.
Who can see my results?+
It depends on who holds the result. Clinical results and medical documentation are held by the partner clinic that performed the test, and its clinicians have access under their own statutory duties. Copies or summaries we share with you as part of care coordination are seen only by the authorised OpenMedical coordinators involved in your navigation. Each adult member of your household has their own membership and separate, private records by default. If you want to share access with another adult in your household, let your coordinator know and we will set it up after a written authorisation from you.
Can I download or export my records?+
Two paths, because two different parties hold the records. The coordination and account data OpenMedical holds (your care plan, our written communications, documents you have uploaded, and the appointments we have arranged) can be provided on request after identity and security checks, within the legal time limits that apply to personal-data access requests. You will also be able to export this data yourself from the mobile app when that feature is available. Your medical documentation (clinical notes, examination findings, imaging, lab reports) is held by the partner clinic that delivered the care, not by OpenMedical. You have a statutory right to inspect it and request extracts or copies from that provider under Sections 65 and 66 of Act No. 372/2011 Coll.; your coordinator will help you identify the right partner clinic and submit the request.
What happens to my data if I cancel?+
You keep everything you have downloaded. For the coordination and account data OpenMedical holds, we apply the retention periods set out in our Privacy Policy. For example: account and communication records are kept for the membership term plus four years to defend any legal claims, billing records up to ten years under Czech tax law, and health-related context you shared with us for navigation is deleted or anonymised within 30 days of the navigation purpose ending. Medical documentation is held by partner providers, not by OpenMedical, and is retained by them for the periods required by Decree No. 98/2012 Coll. You can request deletion of specific records OpenMedical holds at any time, subject to those legal retention rules.
Where do you use AI?+
We are introducing AI-assisted tools gradually and only in support functions: drafting support replies, scheduling support, summarising communications, and structured extraction from documents you choose to share for navigation. Every AI-assisted output is reviewed by a human before it reaches you. AI does not make clinical decisions; those are made by clinicians at our partner clinics. Before any AI-assisted tool processes information about your health, we ask for your explicit consent. Full details and your rights are in our Privacy Policy.
Telemedicine and digital care
How remote consultations and the mobile app work.
Can I have a video consultation instead of coming in?+
Not yet. All visits are in person at our partner clinics. Video consultations are on our longer-term roadmap, subject to partner readiness, telemedicine quality and security requirements, and identity-proofing and recording-consent handling. Until then, your coordinator handles between-visit questions by phone and email.
Is there a mobile app?+
Not yet. A mobile app is in development; we have not committed to a launch date. Your coordinator handles appointments, documents, and messages by phone and email, and you receive your written care plan and year-on-year overview directly.
Can I message my doctor directly?+
Today your coordinator is reachable by phone and email and routes clinical questions to the right doctor, so your care stays organised with no dropped handoffs. In-product messaging is on our roadmap; we'll let you know when it's available.