F.A.Q.

MyDoctor® Membership

What is MyDoctor®?
MyDoctor® membership, with its innovative and comprehensive approach, helps you to actively take care about your health. Doing this, not only will your health improve, but also the quality of life in general. MyDoctor® is a health service which provides you with all the necessary time and attention of the team of physicians, who take care about members' health. The service consists of:

• 24-hour phone consultations with physicians at our call centre through free number +385 1 4882 428, or through interactive on-line video chat
• educational materials related to health on portal: http://www.mojdoktor.hr,
• organizing specialist examinations and health check-ups in MyDoctor® national network of private health institutions
• advice in choosing adequate healthcare in HZZO system, as well as giving interpretations to laboratory and other findings
• second medical opinion
• advice of nutritionist and personal trainer in the house
• organizing house calls, home care or physical therapy and ambulance transportation
• How to become a member of MyDoctor®?

By buying some of the MyDoctor® healthcare packages, you are becoming a member. Those packages include Basic Family Package, Family Plus Package, Corporate management Package and Corporate Employee Package. Family Plus Package can also be bought on-line on our web pages.

How long does my membership last?
MyDoctor® membership is based on a one-year contract.

How will you know if I am a member?
After signing up, each member is given a membership card and PIN-personal identification number and password to ensure the safety of consultations and it serves as member identification when contacting our physicians.

How many numbers does PIN consist of?
PIN – personal identification number has six digits.

How much time do I have to enter PIN?
MyDoctor® service package users, after calling our free number, enter PIN and have 7-10 seconds to do it. If the attempt fails, users have three attempts to retry.

Can I call if I am not a member?
The physicians at MyDoctor® call centre are at service only to the users of service packages. All others can call our free number and contact the operator who will give them detailed information about MyDoctor® services.

What if I need an emergency advice, but cannot access my PIN?
MyDoctor® service package users can call our free telephone number and check their PIN number by presenting their personal information. In this way, they will be able to contact our physicians at the call centre.

MyDoctor® SERVICE PACKAGE FOR THE GENERAL PUBLIC

What is MyDoctor® Family service package?
Specific services of MyDoctor project can be used through family membership (physical persons), or through corporate membership (legal persons).
By becoming a member of MyDoctor, physical persons can choose from three types of family packages, according to their own assessment. Membership is formed on a one-year basis and members are offered to upgrade the existing package.
All members have unlimited access to the 24-hour telephone counsel with physicians at our call centre through free telephone number 0800 20 00 20, or through interactive conversation (on-line video chat), where they can get answers to their questions:

• about their current condition and the options for treatment,
• interpretation of all findings,
• advice in choosing the adequate healthcare package in HZZO system or
• recommendation for specialist examination (with 10% discount) in MyDoctor network, which can be used without limitations, when necessary
• free educational materials related to health on http://www.mojdoktor.hr portal

After becoming a member, what amount of time is required to be able to upgrade the family package?
Members of MyDoctor® are given the possibility to upgrade the existing package immediately after becoming members of MojDoktor®”

Is there an age limit for becoming a member of MyDoctor®?
There is no age limit for becoming a member and accessing MyDoctor® service package.

Does each member get PIN or all members have the same number?
MyDoctor® family package users get a common PIN for their entire family.

Is there a possibility to change the package if I am already a member (e.g. changing plus package for VIP package and vice versa?) Do I pay at once or by installments?
Members of MyDoctor® are offered the possibility to upgrade the existing package, as well as the possibility of paying in 10 installments. The users of MyDoctor® family package have to pay 700 kn extra if they want to upgrade the existing package into family plus package, and 1500 kn extra to change the existing package into family VIP package. Also, the users of MyDoctor® family plus package can upgrade their existing package into family VIP package, with additional payment of 500 kn.

My family needs different kinds of services, is there a possibility to choose from your range of services?
Specific services of MyDoctor® project can be used through family membership (physical persons) or through corporate membership (legal persons). After signing up as a member, our clients can choose from a range of different service packages, depending on their needs. Considering that packages cover different services, it is possible to create an individual package. Since this is not a common practice, and if you have reasonable arguments, you should send a query to MyDoctor® customer service.

If a package is purchased by a single person who eventually marries, can he/she include their family in the package, and under which terms?
Members and users of MyDoctor® family packages can include members of their family and thus use our services jointly.

Do members get a discount if they have been clients for over a year (two or more years)?
MyDoctor® service package users get discounts and additional benefits, when renewing their membership.

What are the advantages and drawbacks of MyDoctor® package in relation to health insurance policies?
MyDoctor® project is based on unique sevice of up-to date call centre (telephone and/or internet) with physicians on-call (24/7/365) who give advice related to health problems and actively participate in solving them. By offering our additional services, we are emphasizing the importance of prevention, which is also unique, and we offer quality education and active attention to diet and physical exercise. Membership fee does not cover the expenses of specialist examinations, diagnostics, dental procedures, etc. (up to the stipulated amount), but the member is always granted 10% discount when those procedures are required. There is no age limit for becoming a member.

Which services can be used by clients who are not members?
At our portal www.mojdoktor.hr, MyDoctor® publishes materials partly available to the general public.

Are there any discounts for singles with no family?
Except discounts defined when renewing membership or additional benefits for members, there are no particular discounts for singles.

What can I do if I want to do a health check-up, and I don’t have a Family VIP package, so this service is not available to me?
The users of MyDoctor® family package can do their health check-up as a part of service of specialist examinations within MyDoctor® network of private healthcare institutions, with 10% discount on the full price of the service.

MyDoctor® SERVICE PACKAGE FOR COMPANIES

What is MyDoctor® service package for companies?
Membership for employees in the corporate program allows easy access to high quality healthcare with unique and most comprehensive program on the Croatian market.
MyDoctor® program for health services for companies contains:

• MyDoctor® package for management,
• MyDoctor® package for employees. Depending on the size of the company, additional benefits can be offered, as well as special discounts depending on the number of potential members.
• MyDoctor® anti-stress programs for employees

Can any company define the services in their package?
Specific services of MyDoctor® project can be used through family membership (physical persons) or through corporate membership (legal persons). When becoming members, users can choose among different service packages, depending on their needs. Given the fact that different packages cover different needs, there is a possibility to create an individual package. Although this is not a common practice, and if there is reasonable need for such a package, you may send the query to MyDoctor® customer service.

Can family members of corporate package users also benefit from your services (as in the case of family packages)?
User members of MyDoctor® corporate service package can also include members of their families and use our services jointly, except those services which are offered only once a year.

What are the main advantages of packages in relation to other offers on the market?
Specific services of MyDoctor® project can be used through family membership (physical persons) or through corporate membership (legal persons). MyDoctor® service packages are conceptually different from additional healthcare, and their core activities are separate from other forms of healthcare. On the basis of these assumptions, they are unique on the market.

What is the difference between your service and additional health insurance?
MyDoctor® user service packages are conceptually different from additional health insurance. The basic and unique service is an up-to-date call centre (telephone and/or internet), where there are physicians on-call (24/7/365) who give advice related to health problems and actively help in solving them. With additional services, we emphasize the importance of prevention and offer quality education and active attention to diet and physical exercise. Membership fee does not cover the expenses of specialist examinations, diagnostics, dental procedures, etc. (up to the stipulated amount), but the member is always granted 10% discount when those procedures are required. There is no age limit for becoming a member.

Can I do health check-up or any other specialist examination during the weekend?
MyDoctor® service package users can do their health check-ups during the weekend (Saturday).

Is stress management charged separately or is it included in the service package?
MyDoctor® program for services and stress management is a particular service package, created independently of other packages. The payment of this service is also independent.

MyDoctor® CALL CENTRE

What is MyDoctor® call centre?
MyDoctor® call centre is a medical counsel available 24 hours a day. At our call centre, general practitioners answer your questions via telephone, chat or e-mail. Counsel services can be used by all MyDoctor® members unlimitedly. Other users have the option to subscribe via internet (on-line video chat/ on-line chat with physicians at the call centre).

What kind of information can I get at your call centre?
At our call centre answers, can be obtained to all questions related to health condition of MyDoctor® service package users and their families, as well as all the details related to all our services.

What if my problems exceed the expertise of the physician who answered the telephone at the call centre?
Physicians at MyDoctor® call centre have at their disposal various specialists and subspecialists who can, if necessary, help or contact the member immediately, according to the nature of the medical problem.

Why do I need a physician on telephone if I have my general practitioner?
Physicians at MyDoctor® call centre cannot replace general practitioners, but they upgrade the client’s healthcare needs by saving the client’s time and money, as well as upgrading the quality of medical service.
You can easily and quickly contact the physicians at MyDoctor® call centre through our free telephone number or internet (chat, video chat), from your home, work, holidays, during travel, or from anywhere else. Physicians are available 24 hours a day, 7 days a week, independently of holidays. Members can use this service unlimitedly and without hurry, which improves communication and enhances quality in solving any health problems.

What are the advantages of your call centre to those of your competition?
MyDoctor® call centre is unique because it is the only up-to-date call centre (telephone and/or internet) with physician on-call, giving advice related to health problems and actively helping in solving them.

How developed is the clients’/users’ awareness of the possible telephone diagnosis and that kind of counselling?
Physicians at MyDoctor® call centre give advice to the service package users related to their health problems. In their work, they follow the principles outlined by excellent medical practice, which means that they form diagnosis in a way described by that very practice. Depending on the nature of the problem, all necessary tests and examinations are undertaken, and physician at MyDoctor® call centre advises whether they are necessary. At that point, service user chooses either MyDoctor® network of private health institutions or HZZO network of health institutions. After check-ups have been done, the user contacts the physician at MyDoctor® call centre to obtain interpretation of findings and prognosis.

 

MyDoctor® INTERACTIVE WEB CHAT

What is MyDoctor® chat?
This is the unique service of chat with general practitioner at MyDoctor® call centre. It is 1 on 1 chat, which means it involves only you and the physician in the chat room. The conversation is coded and then stored, so all the data are secret and classified. Members of MyDoctor® have the unlimited use of such medical consultations. Other readers can go to webpage of MyDoctor® portal and subscribe for a chat with the doctor lasting 5 minutes and 10+2 free minutes.

Can you explain the way videochat functions?
Video chat communication with the physician at MyDoctor® call centre is established through internet portal www.mojdoktor.hr in a specified place. Users of MyDoctor® service packages have unlimited use, and other clients may choose from one of the videochat packages in out on-line shop. After you sign up as user with your user name and password, interface will appear where you will see the physician you are chatting with that moment concerning your health issues. In order for viodechat to function, you have to possess a web camera. In case you don’t have a webcam, this service can stil be used, but text chat only.

Is “quick cam pro“camera available only to the users of FamilyVIP Package?
Web camera is available to the users of both MyDoctor® Family VIP Package and MyDoctor® Manager Service Package.

MyDoctor® NATIONAL NETWORK OF PRIVATE HEALTHCARE INSTITUTIONS

What is MyDoctor® network of medical service providers in the private sector?
MyDoctor® network connects carefully selected private health institutions in Croatia, that offer specialist healthcare and medical diagnostics. At this moment, the network includes over 20 contract-bound private practices of various specialties in all major Croatian cities (Zagreb, Split, Rijeka, Osijek, Dubrovnik, Pula). The basic criteria of selection are expertise and reputation, and our goal is to create a powerful group of private institutions at all levels of healthcare in all Croatian regional centres.
Private practices within MyDoctor® network make sure that our members have their check-ups and examinations in the shortest time possible,and grant a 10% discount to the given services.

What is the minimum time required to arrange a specialist check-up?
Specialist examinations are arranged by the physician on-call at MyDoctor® call centre, immediately after receiving your phone call. The examinarion will take place within 48 hours after your call. After the examination, if the user does not call, physician at MyDoctor® call centre will call him/her and check the client’s health condition to see whether there is further need for additional tests, medical interventions or advice.

Do you arrange check-ups only with private practitioners or can I do it through my social security healthcare?
Specialist check-ups are arranged exclusively within private network of health institutions. When choosing planned healthcare within HZZO network of service providers, we will advise and inform you about available specialist practices and diagnostic tests.

In which region can you arrange a specialist check-up?
MyDoctor® network of specialist practices is carefully selected in all major Croatian cities (Zagreb, Split, Rijeka, Osijek, Dubrovnik, and Pula). The main criteria are expertise and professional reputation, and all practices are contract-bound with MyDoctor®, who defines cooperation and the treatment of MyDoctor® service package users.

Can you sponsor a check-up abroad?
MyDoctor® network of specialist practices does not cross the boudaries of the Republic of Croatia, so we are currently not able to organize or sponsor check-ups abroad. MyDoctor® contacts foreign experts through other services, for example, second medical opinion.

What is your relationship to HZZO?
MyDoctor® is not a contract partner in HZZO network of healthcare services and does not provide its users with using healthcare services without having a primary healthcare.

Reference? What is the most difficult case you solved?
Until now, MyDoctor® has had 10.478 users of family service packages, i.e. 37.564 members (client’s family members). Solving their health problems begins in the counsel of MyDoctor® call centre. For more difficult cases, we have accredited specialists and subspecialists within MyDoctor® network of specialist clinics. Since the quality of service is our main goal, we have chosen partners on the basis of expertise and professional reputation.

Do I need reference from my general practitioner to do specialist check-ups?
Specialist check-ups are arranged by the physician on-call at MyDoctor® call centre exclusively within private network of health institutions, for which you don’t need reference from your general practitoner. When choosing your healthcare provider within HZZO network of service providers, we will advise and inform you about available specialties and diagnostic tests, but for all services within HZZO, you will need reference from your general practitioner.

MyDoctor® HEALTH PORTAL

What is MyDoctor® health portal?
MyDoctor® health portal is available at www.mojdoktor.hr. There is a section for general public, an another section is available only to members. The part aimed at general public brings numerous useful information related to health and healthcare, such as a guide through healthcare facilities and institutions, classification of illnesses, list of medications, patient's rights and so on. Also, every day you can read the latest news related to health at our portal. The portal offers electronic magazine „Health 4 you“ containing a large array of educational articles from all medical areas written by renowned experts,and there is also a special part dedicated to the prevention of illness which brings plenty of useful advice. Through our portal ,you can also chat with general practitioners at MyDoctor® call centre, and you can browse through web shops with medical aids, literature, dietary supplements with more then 500 different products, all of which can be bought online by credit card after which they will be delivered to your address.

What does section of the portal available to members only contain?
By clicking on For members at the top right corner of the page, and entering your user name and password you received after becoming a member of MyDoctor®, you will gain access to the section reserved only for members. It is a knowledge base that gives our members the opportunity to educate and inform themselves about various illnesses, medical procedures and tests. Also, it gives instructions on how to recognize dangerous and less dangerous signs of illness and how to assess the risk for falling ill with different illnesses. MyDoctor® knowledge base is continually growing and developing, so we are soon expecting some unique options such as virtual children's clinic and personal mdical journal.

MyDoctor® SECOND MEDICAL OPINION

What is a second medical opinion?
A certain number of patients are not satisfied with only one medical opinion concerning their illness and the methods of treatment, but they also want to hear the opinion of another physician. MyDoctor® offer their members expert second opinion within 72 hours which, if necessary, involves specialist examination within MyDoctor® network of private specialist clinics.

I want a „second medical opinion“. Can you provide it for me in another country? Which one?
MyDoctor® package users have the option to obtain a second medical opinion by local and foreign medical experts. A particular cooperation has been created with companies and clinics in the USA.

When doing a blood analysis for the purpose of second medical opinion, does the physician only confirm/reject the possibility of using one particular medication/therapy, or he/she reccomends the one that is the best for the patient?
MyDoctor® offer their clients expert second opinion which, if necessary, includes specialist examination with physicians in MyDoctor® network of private specialist clinics. If, on that occasion, other tests are carried out in order to check the impact of medications, our user gets thorough information concerning the individual options for treatment.

Can the service of „second medical opinion“ be transferred to the user’s family member?
Yes, the users of MyDoctor® service package can transfer their service of second medical opinion to some other member of their family.

MyDoctor® PERSONAL TRAINER

What is a personal trainer?
MyDoctor® system of personal trainer enables its users free expert help from educated personal trainer with years of experience. Personal trainer will make an initial assessment of physical condition for each member, and, based on that information, create individual program consisting of physical activity regime and diet program, according to the client’s wishes. Clients will be informed about their progress and further course of their program on a weekly basis or more often, as arranged. All equipment will be provided by the trainer and training can, if desired, take place in one of the fitness centers or other facilities outside the client’s home. Those members already involved with some form of exercise but in need of guidelines will get an individual program for systematic training. The purpose of our program is to help the person to achieve their desired condition healthily and naturally. Investing into prevention and education is the core value of MyDoctor program.

Which types of training does the personal trainer provide?
Personal trainer will make an initial assessment of physical condition for each member, and, based on that information, create individual program consisting of physical activity regime and diet, according to the client’s wishes. Clients will be informed about their progress and further course of their program on a weekly basis or more often, as arranged. All equipment will be provided by the trainer and training can, if desired, take place in one of the fitness centers or other facilities outside the client’s home.

How long does training with the personal trainer last?
MyDoctor® service package users arrange visits with the personal trainer at their home after having their needs and the range of exercises defined.

What does “unlimited“ mean when it comes to personal trainer at home?
MyDoctor® users of family VIP service package arrange visits of personal trainer at their home, after test during which we define the client’s needs and the range of exercises. On the basis of this test, personal trainer arranges with the client the frequency of trainings during the week (maximum of 5 visits a week).

MyDoctor® FOOG

What is FOOG®?
FOOG® is a unique section that enables the users of MyDoctor portal to exchange information, experience and advice. If you know about a good place to do a certain test or examination, for example, or you have read and found out interesting news, or you simply know how to improve your general health condition and solve minor helath problems, you should register to FOOG® and share that with other readers by writing your own post or short article.
As you can see from the title, FOOG® has some, though not all characteristics of a Forum (where you can share some of your experience with others, although it is not designed for making short comments or reviews), and it also has a few characteristics of a blog (it resembles a person's notes, but it is still not aimed at expressing personal opinions or personal accounts). Also, the purpose of FOOG® is not asking for or recevinig medical advice one-on-one, free advertising of one's products or services through posts and it also cannot serve as a „complaints book of Croatian healthcare system“. It involves only messages from one independent reader to another. The whole section has the administrator, so all inappropriate content will be removed. However,there is a possibility that certain content may pass unchecked, especially if it has just been posted. Although our administrators strive to maintain credibility, we must emphasize and warn that this section is exclusively aimed at exchanging messages between individual members, and all advice given at FOOG® are not the responsibility of MyDoctor®.