Effective from December 2, 2024

Introduction

Dear Clients,

We are pleased that you have chosen the private healthcare group CARE MEDICO for your treatment. Thank you for the trust you place in us. Since 2003, we have been dedicated to providing high-level healthcare services in a premium environment using the most advanced methods, equipment, and scientific knowledge. Our highly qualified doctors, healthcare professionals, and support staff strive to provide sensitive, professional, and painless care, respecting all your biological, psychological, and social needs. The success of any treatment or procedure depends on collaboration between you—our clients—a positive attitude, and trust in your attending physician. Therefore, please respect the rules established in these Internal Regulations of CARE MEDICO s.r.o., including its subsidiaries ORTO MEDICO s.r.o., UROGYN MEDICO s.r.o., and DENT MEDICO Písek s.r.o.

 

Client Rights

Every client of CARE MEDICO s.r.o., ORTO MEDICO s.r.o., UROGYN MEDICO s.r.o., and DENT MEDICO Písek s.r.o. is entitled to respectful and dignified treatment and the protection of privacy while receiving healthcare services.

• Minors under 15 years can only be treated in the presence and with the consent of their legal guardian or an authorized representative.
• Minors aged 15 and above can be treated without the presence of their legal guardian, provided written consent has been provided using the standardized company form available at the reception desk.

Every client has the right to choose their attending physician or laboratory technician if the professional is accepting new clients and is qualified for the requested service or treatment within their specialization. Clients are entitled to complete information about their health condition and treatment progress.

In case of a worsened epidemiological situation, certain client rights may be limited to ensure the health and safety of staff and other clients. Such restrictions will be applied only to the necessary extent, for example, limitations on movement, access to premises, or visitor entry.

 

Admission of New Clients

New clients may visit any CARE MEDICO facility by prior appointment, which can be arranged through the reception desk or online using the following communication channels:

• By phone:
  • +420 225 990 990 (dentistry)
  • +420 225 990 999 (gynecology, urology, proctology, angiology, surgery)
  • +420 225 990 995 (orthodontics)
• By email: info@caremedico.cz
• Via online booking form: Available on the respective clinic’s website.
• Through social media messaging:

When scheduling an appointment, the client must specify the reason for the visit, whether the issue is acute (painful), the name of the desired physician (if applicable), and their preferred time for treatment. Clients should also indicate the facility where they wish to be treated. Providing an email address and phone number is mandatory for appointment registration.

To be admitted, new clients must truthfully and completely fill out the “Medical History Questionnaire” available electronically at the reception. False information in this form may lead to an inappropriate treatment plan with potential adverse consequences.

New clients must present their health insurance card and one additional identification document (e.g., ID card, driver’s license, or passport). Clients are required to provide these documents upon every visit to the reception and actively report any changes to their contact details, address, health status, or insurance provider since their last visit.

 

Operating Hours

Operating hours vary by facility and are displayed at the entrance and on the websites of each specialization. Any extraordinary closures will be announced on the respective websites or social media platforms.

 

Waiting for Treatment/Examination

Clients with scheduled appointments must arrive at least five minutes early and report to the reception. An automated check-in system (available on tablets) may also be used. Appointment reminders are sent 2-3 days prior via SMS, allowing sufficient time for rescheduling if necessary. Parking is available at each facility but is limited to the duration of the client’s visit.

During the wait, clients may familiarize themselves with the price list, read provided newspapers, or use the complimentary refreshments. Facilities include restrooms, baby-changing stations, and children’s play areas, all free of charge.

Clients are advised to keep valuables, money, and personal documents with them at all times. These should not be left unattended in reception or other areas of the facility.

In exceptional cases, a client’s appointment may be postponed or canceled due to:

• Emergency procedures for other clients
• Unforeseen extension of prior appointments
• Physician’s illness
• Technical issues (e.g., equipment failure, power outage).

 

Provision of Healthcare Services

Healthcare services are provided exclusively to registered clients, including emergency care. Unregistered clients will receive emergency care only if capacity allows.

Services are divided into standard (covered by health insurance) and premium (requiring co-payment). Complete price lists are available at the reception and on the clinics’ websites.

Clients insured by providers without agreements with CARE MEDICO or its subsidiaries must pay directly for all services. Details of partner insurance providers are available online and at reception.

 

Refusal of Services

CARE MEDICO reserves the right to refuse services in accordance with Act No. 372/2011 Coll. on Healthcare Services, particularly in cases of:

• Late arrival for appointments
• Infectious diseases
• Intoxication or inappropriate behavior
• Failure to follow pre-treatment instructions

Repeated no-shows or last-minute cancellations may result in permanent refusal of service.

 

Data Protection

CARE MEDICO processes personal and sensitive data in compliance with GDPR (Regulation (EU) 2016/679) and relevant Czech laws. Clients’ data is securely managed and accessible only to authorized personnel. For inquiries, contact the Data Protection Officer at gdpr@caremedico.cz.

 

Complaints and Feedback

Clients may submit complaints or suggestions via email at ombudsman@caremedico.cz. All cases are investigated and responded to within 30 calendar days. Appeals may be directed to the appropriate administrative authority, such as the Prague City Hall.