FAQ

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.

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.

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 tells you which documents to ask the clinic for if you claim from your insurer. The Insurance and payment section covers the public, commercial, and reimbursement routes in detail.

Yes. We work in your language. Our coordinators speak English, and many doctors offer care in English. Your written care plan and all our communication are available in English. Reports and results come from the clinic, and your coordinator tells you which clinics can issue them in English. If you prefer Czech, that's the default.

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.

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.

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.

Your doctor explains your results in plain language and gives you a written summary and a clear plan for what to do next. If follow-up care is needed, your coordinator arranges it.

Most lab results are ready within a few working days, imaging within a week. The clinic gives you the results directly, and your coordinator books a follow-up so your doctor can go through them with you.

Yes. Your doctor explains your results and gives you a written summary in plain language. If anything needs a longer conversation, your coordinator books a visit so your doctor can go through it with you in person.

Your doctor explains what the finding means and what your options are. Your coordinator arranges any follow-up tests or specialist visits, so you never have to figure out next steps on your own.

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.

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. Your coordinator tells you which documents your insurer needs and helps you request them from the clinic, but your insurer decides whether and how much it reimburses.

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).

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.

An insurance change does not automatically end your membership. Please let your coordinator know; before future bookings we check again how the clinic bills your visits and which documents you need for reimbursement. Commercial-insurer reimbursement always depends on your own policy and your insurer's decision.

You pay the clinic directly. Your coordinator tells you which documents your insurer needs and helps you request them from the clinic, which issues them to you. 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.

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.

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 do not accept or store medical documents such as reports or test results; you keep them and bring them to your visits. We follow Czech and EU rules for health data, including encryption in transit and at rest and full audit logs.

Our CRM database is stored in the European Union, on Hetzner servers in Germany, and its backups are kept in the EU too. We do not share your health information or membership information with third parties for marketing or analytics. Some operational services may also process data outside the EU, under the EU-US Data Privacy Framework and Standard Contractual Clauses: emails you exchange with us, including contact-form enquiries, are handled by Google Workspace (Google LLC, United States); analytics cookies on our website are processed by Google if you allow them in the cookie banner; and telephone calls and 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. Marketing emails are sent by MailerLite in the EU, and only with your consent. See our Privacy Policy and Cookie Policy for the full processor list.

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 30 days 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.

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. OpenMedical does not receive or store your results. 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.

Two paths, because two different parties hold the records. The coordination and account data OpenMedical holds (your care plan, our written communications, 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.

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: messages and notes in our CRM are kept for the membership term plus 30 days, during which you can download them; the contract, payments, and appointment records for the membership term plus four years to defend any legal claims; and accounting records for five years and VAT documents for ten years under Czech law. 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.

We are introducing AI-assisted tools gradually and only in support functions: drafting support replies, scheduling support, and summarising communications. 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.

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.

Not yet. A mobile app is in development; we have not committed to a launch date. Your coordinator handles appointments and questions by phone and email, and you receive your written care plan directly. Please don't email us medical documents; bring them to your visits.

Today your coordinator is reachable by phone and email. For clinical questions, they book you a consultation or tell you how to reach your doctor directly, 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.