PATIENTS
General FAQs
How does it work?
Why use the Platform?
The Platform is a tool that allows you to maintain continuous communication and care with your doctors. Through the Platform, you can collect and keep all your medical records and clinical history up to date in one place, avoiding the fragmentation of information across paper and digital documents.
Using the Platform also offers you additional benefits because:
- you have a single communication channel with your doctor, always available and easily accessible
- you always have access to your Personal Health Record, kept up to date with all your clinical information
- you can easily reach any healthcare professional you need without leaving your home
- your health data is safeguarded and protected, unlike on other non-professional tools you may use to stay in touch with your doctor
What can I do on the Platform?
With the Platform, you can:
- prendere visione dell’offerta sanitaria online Ospedale San Raffaele
- search for a doctor or clinic by name, specialty, condition, symptom, or body part
- chat and exchange documents with the doctor or clinic
- receive medical advice, reports, and prescriptions from your doctor through video consultations or written consultations
- store all your clinical documentation in your Personal Health Record, with no limits on file format or storage space
- set up and receive reminders
- request information from the medical office
- view the members of your Care Team who have access to your Personal Health Record
Do I need to install anything?
No, you simply need to be online to use the Platform! You do not need to install any specific software for messaging healthcare professionals, attending telemedicine services (video consultations and written consultations), or uploading clinical documentation to the Platform.
Which devices can I use to access the Platform?
The Platform can be accessed from any device: computer, tablet, or smartphone.
You can access your personal account using your credentials from here, oppure scaricare l’App “Ospedale San Raffaele byWelmed” per Android and iOS and log in using your credentials or biometric authentication (fingerprint or facial recognition).
Does the Platform protect the privacy and security of exchanged data?
Yes. We use the highest security standards for connectivity, infrastructure, encryption, and backups to ensure that all exchanged data is stored securely and remains available for your consultation. The Platform is also GDPR-compliant, ensuring user privacy and proper data ownership and governance.
You can find all the details in the General Terms and Conditions of Use, nell’Healthcare Facility Data Processing Privacy Notice and in thePlatform Data Processing Privacy Notice.
Costs and Payments
What are the prices for services on the Platform?
There are two types of services available on the Platform: Video Consultation and Written Consultation. These can be accessed by patients in two ways:
- Private, where the patient selects the Healthcare Professionals of the Facility.
- Clinic-Based, where the patient selects a Clinic. In this case, the Healthcare Professional is assigned based on the availability and specialties of the medical team associated with that Clinic.
Prices vary depending on the type of service provided through the Platform. Fees are determined by the individual Healthcare Professionals or by the Clinics within the Healthcare Facility.
To view an overview of the prices for services available on the Platform, you can browse the Healthcare Facility’s complete telemedicine offering by visiting hsronline.it.
How do I pay for a service, and what payment methods are accepted?
Payment can be made on the Platform using a credit card or a prepaid card. We accept Maestro, Mastercard, Visa, and rechargeable Postepay cards.
Le transazioni sono interamente gestite dal sistema PayPal, che ti garantisce la massima sicurezza. Non si accettano pagamenti con carta di debito e bonifico bancario.
Will I receive an invoice for telemedicine services provided through the Platform?
Yes. In the “Invoices” section of the menu within your personal account, you can view and print all invoices issued for the telemedicine services you have received through the Platform.
Can I claim the invoices as healthcare expenses for tax deduction purposes? Are they submitted for inclusion in the 730 tax return?
Sì. Le Prestazioni svolte in Telemedicina sulla Piattaforma rientrano a tutti gli effetti nelle spese sanitarie per cui è prevista la detrazione d’imposta del 19% (su un importo che supera la franchigia di 129,11 Euro).
Tutte le spese sanitarie che sostieni per eseguire Prestazioni sulla Piattaforma vengono inviate all’Agenzia delle Entrate, per essere registrate nel tuo modello 730.
Registration and Login
What can I do before registering on the Platform?
You can browse the Platform’s complete telemedicine offering by simply visiting the page hsronline.it and search for a healthcare professional or clinic by name, specialty, condition, symptom, or body part.
Once you start your search, you will be directed to a page displaying the results most relevant to your healthcare needs.
Here, even without registering, you can view the list of healthcare professionals and clinics, including the telemedicine services they provide, pricing, the earliest availability for video consultations, and response times for written consultations.
Se vuoi contattare il Professionista Sanitario o l’Ambulatorio prima di prenotare una Prestazione usa il tasto “Scrivimi” o “Scrivici”: potrai scrivere al Professionista o all’Ambulatorio, ma affinché il messaggio venga recapitato è necessario essere registrati in Piattaforma e aver effettuato il login.
Note: Not all healthcare professionals and clinics have the “Write to Me” or “Write to Us” feature enabled. If this feature is not active, you will need to book a service in order to get in touch with the healthcare professional or clinic.
How do I register on the Platform?
Registration on the Platform is free and only takes a few minutes! You can also register a person for whom you are a parent, legal guardian, or support administrator; simply have their personal information available.
The steps are listed below:
- Go to the registration page as a Patient
- Complete the personal information form by filling in all required fields, marked with an asterisk (*).
- Pay close attention to the section covering the Terms and Conditions, Privacy Notices, and Consent Forms: read the documents available through the blue links and provide your consent to continue with the registration process.
- Click the “Confirm” button.
On the next screen:
- Enter a valid email address that you check regularly.
- Enter your phone number.
- Create a password with at least 8 characters. It may contain spaces, lowercase and uppercase letters, special characters, and numbers. Together with your email address, it will be used to access the Platform whenever you need
- Click the “Confirm” button.
On the next screen:
- Enter the 6-digit code that the Platform sent to the email address you provided during registration. If you cannot find it in your inbox, please check your spam or junk mail folder.
- Click the “Continue” button.
The registration process is complete: you are now inside the Platform. Search for a healthcare professional and use the “Write to Me” feature to contact them.
When you need to access the Platform again, go to the login pageEnter the email address and password you selected, and enjoy all the telemedicine services available on the Platform.
Terms and Conditions and Privacy Notice: what are they and why is it important to read them?
When you register on the Platform, you are asked to read and accept certain terms and privacy notices. This is a necessary step to complete your registration and access the Healthcare Facility’s telemedicine services. Below is a list of the terms and notices that you must review in order to register; these are identified by an asterisk (*).
- General Terms and Conditions of Use: these are agreements between you and the Healthcare Facility that describe the services offered through the Platform, how those services are provided, and the conditions you must comply with in order to use them.
- Healthcare Facility Privacy Notice: this document provides information about how your personal data is processed in relation to healthcare services delivered through the Platform. Your data may also be processed for other purposes, such as sending information about services and marketing communications.
- Platform Privacy Notice: this document provides information about the processing of your personal and health data. It specifies who the data controller is, the purposes of the processing (such as anonymization and sharing through the Personal Health Record), the methods used to process the data, who may have access to it, and your rights regarding that data.
- Doctor–Patient Agreement: this document governs the contractual relationship established between the patient registered on the Platform and the healthcare professional of the Facility who provides the telemedicine services.
All of these terms and privacy notices remain available to you even after completing your registration. You can find them in your Profile Settings, under the “Terms and Conditions” section.
Consents: what are they and why is it important to accept them, even if they are not mandatory?
During registration, we ask you to review and provide your consent for certain specific purposes. While this is not mandatory, it is very important to pay attention and understand what we are allowed to do with your consent—especially regarding your Personal Health Record:
- Consent to Data Anonymization: we ask for your permission to anonymize your personal and health data so that, once it can no longer be linked back to you, it may be used to improve the services offered to healthcare professionals and to optimize the care journey for patients like you.
- Consent to the Personal Health Record: we ask for your consent to allow healthcare professionals on the Platform to access your Personal Health Record. This is important: without your consent, they will not be able to upload clinical documents, collaborate with other colleagues to safeguard your health, or optimize the management of your care. Healthcare professionals who access your data will only be those directly involved in your care journey and/or those engaged to support your treatment and healthcare management.
- Consent to Receive Communications and Informational Materials:: we ask for your consent to allow the Data Controller (the Platform) to send you marketing communications, promotional offers, and informational materials related to preventive healthcare programs.
Find and Contact a Healthcare Professional
How can I view the Platform’s healthcare services offering?
You can browse the Healthcare Facility’s complete telemedicine offering both before and after registering. Visit the page hsronline.it and search for a healthcare professional or clinic by name, specialty, condition, symptom, or body part.
Start your search and you will be taken to a page displaying the results most relevant to your healthcare needs.
Here, even without registering, you can view the list of healthcare professionals and clinics, including the telemedicine services they provide, pricing, the earliest availability for video consultations, and response times for written consultations.
If you would like to contact a healthcare professional or clinic before booking a service, use the “Write to Me” or “Write to Us” button. You can send a message to the healthcare professional or clinic, but in order for the message to be delivered, you must first register and log in to the Platform.
Note: Not all healthcare professionals and clinics have the “Write to Me” or “Write to Us” feature enabled. If this feature is not active, you will need to book a service in order to get in touch with the healthcare professional or clinic.
How can I search for a healthcare professional whose name I already know?
Go to hsronline.it Go to … and enter the healthcare professional’s name in the search bar. From the results page, select the profile of the professional you are looking for to view their detailed page, including the telemedicine services they provide, pricing, the earliest availability for video consultations, and response times for written consultations.
If you would like to contact the healthcare professional before booking a service, use the “Write to Me” button. You can send a message to the professional, but in order for the message to be delivered, you must first register and log in to the Platform.
Note: Not all healthcare professionals have the “Write to Me” feature enabled. If this feature is not active, you will need to book a service in order to get in touch with the healthcare professional.
How can I contact a healthcare professional?
On the detail page of the healthcare professional or clinic you are interested in, you may—provided that the feature has been enabled by the professional or clinic—use the “Write to Me” or “Write to Us” function to send a message before booking a service.
Not all healthcare professionals and clinics have the “Write to Me” or “Write to Us” feature enabled. If this feature is not active, you will need to book a service in order to get in touch with the healthcare professional or clinic.
What is the “Write to Me” feature and what is it used for?
The “Write to Me” feature allows you to contact a healthcare professional who provides telemedicine services through the Platform.
Use the “Write to Me” feature to receive guidance toward the service that best suits your needs. You will be asked to provide your email address and describe your concern, allowing the healthcare professional to gain an initial understanding of your health issue.
To complete the sending of your message to the healthcare professional, you will be asked to log in to the Platform or register if you have not already done so.
Tieni presente che inviare un messaggio al Professionista tramite la funzione “Scrivimi” non equivale a richiedere una Prestazione sanitaria: è solo un modo per contattarlo e avere la sicurezza che sia quello più adatto a te.
Clinics also offer a “Write to Us” feature, which works in exactly the same way.
Why don’t all healthcare professionals have the “Write to Me” feature enabled?
Some healthcare professionals have the “Write to Me” feature disabled. In this case, you will need to book a service in order to get in touch with the professional, and you will be required to register and log in to the Platform.
How do I book a service?
Booking a service is simple:
- search for the healthcare professional using the search bar available on the page hsronline.it. You can search by the professional’s first and last name if you already know it, or by specialty, condition, symptom, or body part (for example: cardiology, hypertension, high blood pressure, headache).
- select the healthcare professional you wish to consult, click the button “Book a Service” or scroll down to view the services provided by the healthcare professional through the Platform.
- choose the service you wish to receive on the Platform (Written Consultation or Video Consultation) and click on “Book”.
- complete registration and log in to the Platform
- fill in the required fields (and attach any clinical documentation you may have) to send your service request to the healthcare professional, then click on Vai al pagamento
- proceed with payment for the service to confirm it. You will receive booking confirmation via email.
Use the “Write to Me” button if you have doubts about which service to book, provided that the feature has been enabled by the healthcare professional.
