General conditions for services provided by Santé s.r.o. Private Healthcare Network to individual clients

Transcription

1 General conditions for services provided by Santé s.r.o. Private Healthcare Network to individual clients 1. Basic provision These General Commercial Conditions specify and govern relationships between the Client and Santé s.r.o. Private Healthcare Network (hereinafter referred to as "General Commercial Conditions"). Terminology 1.1. "Core Sites" the Core Sites include: 24 Pštrossova, Prague 1; 9 Želetavská, Prague "Service Price List" a list of prices of services provided by Santé that are not paid by health insurers. The current Price List is available on the Core Sites and/or on "SANTÉ LINE" a call centre established to receive and handle Clients requirements as an around-the-clock service; Tel.: 1212, tel. number for calls from abroad: "Contractual Partners" physicians and/or healthcare facilities "Account" funds available to cover services not paid by health insurers "Santé s.r.o. - Private Healthcare Network" or "Santé" Santé s.r.o., Company Reg. No. (IČO): , registered office: Prague 1, 24 Pštrossova, Postcode: ; registered in the Companies Register administered by the Prague metropolitan Court, Section C, File and all Santé s Contractual Partners "Client" an individual using services and other deliverables provided by Santé. 2. Provision of services 2.1. Santé provides its services on the Core Sites in Prague and, through its Contractual Partners, throughout the Czech Republic If requested by the Client, Santé provides a medical record summary and a list of payments made for Santé s services according the Service Price List Services not paid by health insurers are paid by the Client according to the Service Price List Description and scope of selected services that Clients are entitled to as part of their healthcare service packages or buy them individually: Home Visit Service The Home Visit Service takes the form of visits by general practitioners and paediatric general practitioners (services provided to children and juveniles). The Home Visit Service provided by Santé physicians does not replace medical and rescue services (emergency ambulance service). The Home Visit Service is provided in homes, as well as in other places, such as hotels, Clients workplaces, etc. The Home Visit Service is provided in Prague and within 20 km beyond the boundaries of Prague Medication Delivery The Medication Delivery service includes collection of medication at a pharmacy and transport of such medication to a Client-specified location in Prague or within 20km beyond the boundaries of Prague.

2 The Medication Delivery service is provided every working day between 8:00 AM and 4:00 PM. The Client pays the delivered medication against a receipt in cases where such medication is not paid by health insurers and/or in cases where health insurers pay a part of the medication price and the remaining part is paid by the patients Client Transport The Client Transport service means transportation to the Core Sites and to Contractual Partners. The Client Transport service is provided every working day between 8:00 AM and 4:00 PM. The Client Transport service is provided in Prague and within 20 km beyond the boundaries of Prague. 3. Prices and payments 3.1. Services can be paid cash; payments with a payment card or from prepaid credit (in the Client s account opened at Santé for payments of Santé-provided services) can only be made at the Core Site receptions. Services provided outside working days or outside the working hours of Santé or a Contractual Partner can only be paid cash Services to be paid outside the Core Sites can only be paid cash On working days (Mon-Fri) the Core Site receptions also accept vouchers. Specimens of vouchers accepted by Santé are displayed visibly at the Core Site receptions Services not paid by health insurers and/or paid by health insurers only in part are paid by the Client according to the Service Price List. Depending on the type of the service package bought by the Client, some services are subject to an additional fee the Client is always notified of such additional fee by the SANTÉ LINE upon ordering the service concerned The Service Price List is available to the Client at the Core Site receptions and at Contractual Partners. Outside these premises the information on the price of each service is provided to the Client by the physician According to the Therapy Plan particularly for prosthetic dentistry services the Client is obliged to prepay credit (in the Client s account opened at Santé for payments of Santé-provided services) amounting to 0% of the price of the prosthetic work concerned. In other cases the amount of prepaid credit required to be paid by the Client for each service (in the Client s account opened at Santé for payments of Santé-provided services) is set by the physician To assure payment of any receivables that may be incurred by the respective delivering parties in connection with equipment rental services, the Client is obliged to prepay credit (in the Client s account opened at Santé for payments of Santé-provided services) the amount of which is set by Santé The information on advances lodged and payments made by the Client is provided to the Client, upon his/her request, by the reception of the Core Site concerned or by the SANTÉ LINE Payments for services provided to nationals of EU countries are governed by the same rules that apply to Clients who are nationals of the Czech Republic. Payment by nationals of countries outside the EU are governed by relevant legislation, and the payment terms & conditions depend on relevant international treaties and agreements. Detailed information regarding healthcare services provided to foreign nationals are part of the current Service Price List commentary Payments by individuals that are not nationals of any EU country or any other countries constituting the European Economic Area and that are not payers of compulsory health insurance or commercial health insurance in the territory of the Czech Republic shall be made for each healthcare service, under a point value system in which the point value concerned is multiplied by 8 (CZK 8/point) Healthcare services funded by health insurers for Czech nationals are governed by the Czech Republic s legislation, primarily the Public Health Insurance Act (At No. 48/1997 Coll.) as amended If, considering the difficulty of the treatment concerned, it is deemed necessary and/or desirable, the treatment options proposed and their respective prices (calculations) will be included in the Client s Informed Consent Form. After selecting one of the treatment options, the Client shall confirm by signing the Informed Consent Form that he/she agrees to receive the selected treatment and undertakes to pay its price within a set deadline The Client agrees that the method of performing the treatment and/or the price thereof may change as a result of objective changes in relevant circumstances (such as changes to legislation, increased input costs medications, vaccines, medical aids, etc.) and/or as may be agreed between Santé and the Client.

3 4. Client s rights and obligations 4.1. The Client can choose services from the service portfolio offered by Santé The Santé PROGRAMMES and Santé CARDS include the "Care Organiser" service. The Care Organiser includes patient care organiser service provided by the SANTÉ LINE, professional approach by Santé staff and services provided by the Core Site receptions The patient care organiser service provided by the SANTÉ LINE includes : Making appointments for medical check-ups (in line with physicians s opening hours); The Client is entitled to call the SANTÉ LINE at any time, i.e. 24/7 all year round; If necessary, the Client is recommended a suitable healthcare facility with other specialised services/lies of expertise; Communication between the SANTÉ LINE and the Client; by phone, , text messages; Organisation of preventive care and vaccination if such service is part of the Client s service package (scope of healthcare service); Phone consultations with medical staff regarding health problems 24 hours a day, all year round Santé staff members professional approach includes: Maximum responsiveness, individual approach to each Client, information and instruction provided to Clients in connection with their health problems; Physicians with top-class professional expertise; Possibility to consult various specialists about health problems The reception service includes: Coordination to ensure timely admission of Clients; Provision of information about the scope of care, services and new products/innovations offered by Santé; Daily newspapers; Access to a copier, fax and telephone The Client is obliged to automatically present his/her health insurance certificate (card) on each occasion of seeing a doctor about a medical matter The Client is obliged to inform Santé of any changes to his/her identification data without undue delay (primarily ID card/passport data, the existence and type of health insurance, etc.). Proceeding in line with relevant legislation, Santé is entitled to check or verify such documents and other identification data of the Client, make copies of and archive such documents, and the Client gives his/her consent thereto. Santé staff members are not obliged to accept any dubious documents the Client may use to prove his/ her identity or the existence of his/her health insurance The Client is obliged to make appointments for medical check-ups exclusively through the SANTÉ LINE The Client is obliged to pay for the provided services, in accordance with the Service Price List Underage Clients are always represented by a statutory or contractual representative that shall prove his/ her authorisation to act on behalf of the underage person concerned. 5. Santé s rights and obligations 5.1. Santé is obliged to provide the Client with treatment within the set opening hours; the SANTÉ LINE informs the Client of any changes made to the opening hours Santé is obliged to enable the Client to get familiar with the Service Price List Santé is obliged to inform its Contractual Partners of the Client s agreed scope of care Santé guarantees Contractual Partners compliance with relevant standards In the event of an urgent need, Santé undertakes to provide the Client with treatment as soon as possible; the decision regarding prioritisation of urgent cases is taken by the physician Santé is obliged to accept and investigate any complaints it may receive If requested by the Client, the Client can be registered on the Core Sites, provided that the physician s available patient capacity makes that possible.

4 6. Complaints and acknowledgements 6.1. The Client is entitled to make complaints and/or acknowledgements directly at Santé A complaint, acknowledgments or inquiry made by the Client may take the form of a phone communication on the SANTÉ LINE, verbal communication or written communication (including ) The Client is entitled to approach any Santé staff member to make complaints, acknowledgements and inquiries in writing Making a complaint does not relieve the Client of his/her obligation to duly pay the price of the services and/or deliverables used by the Client All complaints are handled as soon as possible; in exceptional cases the deadline is 15 working days from the date of receiving the complaint. When receiving a complaint by phone, Santé informs the Client of the actions to follow Clients complaints regarding healthcare services are addressed by a special committee established by Santé for this purpose Any production of dentistry products establishes a contractual relationship between Santé and the Client. Dentistry products include removable and prosthetic items (inlays, onlays, dental crowns and bridges, prostheses, etc.) and are regarded as consumables The Client is entitled to claim defects on consumables, i.e. tailor-made dentistry products, within 24 months. This right does not apply to usual product wear and to defects caused by incorrect use. The dentist is obliged to make the Client familiar with proper use and maintenance of the product The Client acknowledges and agrees that in cases of dental prostheses that may be difficult or impossible to repair the Client is obliged to make a complaint, if any, without undue delay after the provision of the product concerned. 7. Other arrangements 7.1. These Conditions apply to services provided by Santé, unless a different scope of mutual rights and obligations is set by Santé or agreed with the Client, in which case such agreement shall always be made in writing By signing the contract that entitles the Client to use services provided by Santé, the Client confirms to Santé that he/she is familiar with these General Conditions, understands them completely, agrees to their wording, accepts them in full and undertakes to comply with them. Further, by signing the contract, the Client acknowledges that Santé is entitled to amend these General Commercial Conditions at any time. Any change to the General Commercial Conditions shall be reported to the Client s address and the new wording thereof shall always be published in an appropriate manner (primarily on Should the Client disagree to a change made to the General Commercial Conditions, the Client is entitled to reject such changes in the General Commercial Conditions and terminate the contract for that reason, with a two-month notice period The General Conditions are available for inspection on each Core Site and/or on These General Conditions shall enter into effect on 12 May, Santé is entitled to refuse to provide the Client with a healthcare service if the Client refuses to pay an advance as required. This provision shall not apply to urgent healthcare services No set-offs of receivables that may arise under the contract to which the General Commercial Conditions apply/relate shall be accepted The Client s rights arising under the contract to which the General Commercial Conditions apply/relate must not be transferred without prior written consent from the other party. 8. Client s consent to the processing of personal data and dissemination of commercial information 8.1. Protection of the Client s personal data is governed by the Personal Data Protection Act (Act No. 101/2000 Coll. on Personal Data Protection and on Amendments to Selected Legislation) as amended The Client hereby grants to Santé its consent to processing Client-provided personal data in compliance with the aforesaid Act for the purpose of providing services and/or healthcare deliverables, for the period

5 considered absolutely necessary, unless explicitly stated otherwise The Client is entitled to request Santé for information regarding the processing of the Client s personal data The Client is entitled to approach and request the Personal Data Protection Office to take remedial measures should the Client find out that Santé as the data administrator or any other party that processes the data violated its obligations in processing the Client s personal data. In such case the Client is entitled to require that such parties do the following: Refrain from actions that lead to violation of their obligations; Remedy such situation or provide, at their expense, an apology or some other form of satisfaction; Correct the Client s personal data or make them complete to ensure that such data are correct and accurate; Block or destroy the Client s personal data; Pay financial compensation if the breach of obligations concerned violated the Client s right to human dignity, personal integrity and/or good reputation or the right to protect his/her name With a view to improving the service quality, any conversations on the SANTÉ LINE may be monitored and recorded The Client agrees that Santé, as well as all other companies of the Santé Group, i.e. the parties constituting the Group, are entitled to provide the Client with commercial and other similar information, i.e. primarily information on new services and other new developments, using the Client contact details acquired in connection with the use of Santé-provided services, i.e. primarily by , phone, text messages and in writing. The Client is entitled to withdraw this consent at any time by sending an stating the Client s wish to withdraw this consent at: hsr@sante.cz, obchod@sante.cz, info@sante.cz. In:... Date:... First name:... Last name:... Signature of legal representative:...