Direct billing to foreign insurance companies.
Q: Do you cooperate with my insurance company?
A: Please review the list of insurance companies on the “Offer for Clients of International Insurance Companies” page on our website to see if your insurance company is on the list. In case you have any doubts, you can contact firstname.lastname@example.org, with a scanned copy of your ID document.
Q: Why did my insurance company not pay for an examination/medication etc.?
A: Please refer to the contract you made with your insurance company or contact your insurance company directly for more information. CM only provides administrative support, and as a third party, it does not have access to the exact details of your policy and is also not responsible to fulfil it. Generally, preventative check-ups and eye examinations are not covered for more than once a year. Furthermore, insurance companies usually reject claims for most pedological inserts, toothbrushes, and other medical devices, dermatological creams, plasma therapy, driving license examinations and so on.
Q: What is a payment guarantee?
A: Depending on your insurance contract, it is usually necessary to inform your insurance company before each appointment at our clinic. Your insurance provider will then provide a guarantee of payment directly to us, or you, in which case please transfer it to CM as soon as possible.
Q: How can I contact my insurance provider?
A: contact details can be found on your insurance ID card, or in your insurance contract.
Q: I no longer live in the Czech Republic; how can I pay my invoice/debt?
A: Before leaving the Czech Republic, please check yours and your families current account balance via email@example.com. You can also contact us on +420 235 360 and ask for the finance department.
Invoices can be paid by bank transfer (we have a euro bank account as well), or through the online client zone. Another way to make a payment is to contact us on our telephone number and debit the amount from your credit card through our bank terminal.
Q: Why have I not yet received the results of my examination?
A: Please check your spam folder in your email, or look into the notifications section on your Client Zone. If you still cannot find your results, please contact your consulting doctor or our call centre at +420 235 260 133, where our operators will gladly connect you to the appropriate healthcare professional.
Q: Why do I have to fill out the Payment Policy form?
A: Without having your exact details, we are unable to provide our direct billing service. By filling out the PP form, you acknowledge that CM is only a mediator for the provision of medical services, and is not responsible for your insurance policy, or your invoices.
Q: Why do I need to show my insurance ID card?
A: This is a basic requirement on our part if you want to use our direct billing service. If we don't have your insurance ID number, we cannot send an invoice to your insurance company, and they will not be able to properly assess and refund your invoices.
Q: I got a prescription from CM, and I want to claim for it from the same insurance company that I am covered by at CM, what can I do?
A: Please ask one of our nurses, who will be more than happy to give you the appropriate DB stamp on the printed e-prescription. Then you can pick up your medication at one of our contracted pharmacies-
BENU- in the AFI building Prague 6
BENU- Walterovo Namesti, Praha 5
Q: I have a foreign insurance company that you work with, but I am aware that some services such as dental or rehabilitation will not be covered. What can I do?
A: We kindly ask you to inform our colleagues at the reception desk of this fact after your appointment, and you can pay for the services on the spot by card or cash.
Membership programs for clients covered by Czech insurance:
Q: Who is eligible for a membership?
A: A Membership is offered in special packages to clients of the below mentioned Czech health insurance companies.
- 111 – VZP (Všeobecná zdravotní pojišťovna)
- 207 – OZP (Oborová zdravotní pojišťovna)
- 211 – ZPMV (Zdravotní pojišťovna ministerstva vnitra)
- 209 – ZPŠ (Zaměstnanecká pojišťovna Škoda)
- 205 – ČPZP (Česká průmyslová zdravotní pojišťovna) - vybrané balíčky (BABY CARE, BASIC CARE, LADY CARE, MATERNA CARE, SPECIAL BABY CARE)
- 201 – VOZP (Vojenská zdravotní pojišťovna) - vybrané balíčky (BABY CARE, BASIC CARE, LADY CARE, MATERNA CARE, SPECIAL BABY CARE)
Q: How can I terminate my contract?
A: The contracts are agreed for an indefinite period with a three-month notice period. The contract must always be terminated in writing, which is possible in two ways:
- agreement to terminate the contract
- termination of the contract stating the reason for termination, which must be delivered to CM in writing with the client's signature.
Q: What are the payment options?
A: The annual membership fee is paid at the beginning of the period either by cash, credit card, bank transfer or in the form of benefits (we accept: Benefits a.s., Benefits Plus).
Q: Do you have family programs?
A: We do not have family programs. The program is always chosen by the individual according to their own needs. The programs are designed for both adults and children (with the exception of LADY CARE and MATERNA CARE I and II, which are programs intended only for women, and the SPECIAL BABY CARE intended only for specific children).
Q: Can I make an appointment with a doctor/specialist which is not included in my membership program?
A: Yes. You can take advantage of all the specialities available at our clinic. If you choose to make use of specialties beyond the scope of your program, the appointment will be charged according to the most up to date CM commercial price list, or at a discount that may be specified in your program.
Q: Can I go to all of CM's branches?
A: Yes! All branches are fully at your disposal. Thanks to our internal online system, the doctor will have access to everything they may need, so there is no need to carry any documentation with you
Q: 24h phone helpline- can I call anytime? Or only after working hours?
A: In addition to standard office hours, our GP's are happy to provide free telephone consultations on our emergency number +420 724 300 301, or if necessary, it is possible to arrange a home visit. The price of such visit is subject to the most up to date CM price list.
Q: If I get pregnant, can I get a partial refund for my LADY CARE program?
A: Yes. The LADY CARE program will be terminated after conception, and you will be transferred to the MATERNA CARE program, which in this case is eligible for a 10% discount. At the same time, the unused funds from the LADY CARE program are deducted from the price of the MATERNA CARE program.
Q: Is there any discount if I join the MATERNA CARE program at a later stage in the pregnancy?
A: Yes, we take into account the current week of pregnancy, and provide a discount accordingly.
Q: If I have a miscarriage, will I get a refund for the program?
A: In case the pregnancy needs to be terminated or is terminated spontaneously or for medical reasons, we will refund in proportion for the unused services.
Q: What kinds of travel vaccinations do you provide?
A: We can provide vaccinations against typhoid fever, hepatitis A and B, meningococcus and yellow fever.
Q: Can I get tested for antibodies against common infectious diseases?
A: Yes, whenever you have your blood taken, we by default detect blood levels of antibodies against common infectious diseases.
Q: Can you issue a vaccination, driving or food license?
A: Yes! We can issue all of these types of licenses.
Q: What do I do if I have a high fever that isn't responding to any antipyretics.
A: If this is the case, arrange a doctor’s appointment as soon as possible.
Q: Do you perform X-ray examinations?
A: Yes, at our clinics we have the facilities to perform X-rays of minor bones. For larger X-ray examinations, we refer you to specialised centres or hospitals.
Q: What kind of equipment examinations are you able to provide to me in the outpatient department?
A: CRP, Strep test, ECG, dental X-ray, panoramic X-ray, small bone X-ray, eye examination using various devices, ergometry, pressure halter.
Q: Can I pay in any other currency other than the Czech Koruna (CZK)?
A: At the Walter branch, it is possible to pay in euros (EUR), but only for planned surgery/treatment.
Q: What is the final cost of the examination?
A: The final price for the examination is determined by the doctor during the appointment, depending on the scope of the performed examinations.
Q: Do I pay for all examinations (lab tests, diagnostic methods, etc.) after my appointment?
A: Generally, yes, but sometimes several laboratory tests may be grouped and sent as one invoice with a slight delay.
Q: What is the availability for scheduled appointments?
A: In case of acute illness, we can arrange a GP/paediatric appointment on the same or the following day. The waiting time for a preventative examination is generally within 2 weeks. Specialist appointments are booked roughly within a week.
Q: Why doesn't my mobile app work?
A: The mobile app no longer has up to date technical support. General information can now be found on the CM website. Your data from your CM account can be found in the Client Zone.
Q: Is it possible to integrate several accounts into one family account on the Client Zone?
A: A joint family account will soon be one of the options on our new Client Zone.
Q: Does CM offer discount packages for physiotherapy, psychology or psychiatry?
A: Currently, we do not offer packages of this type, however, in our more premium membership packages, these specialisations are offered for free.
Q: Does CM offer family packages?
A: We do not currently offer family packages.
Q: Is it possible to change membership programs in the middle of the year?
A: The program type can be changed at any time throughout the year. In the case of transfer to a higher program, the difference in price will be billed.
Q: Why do I have to fill in a confidential form (CF) when registering at CM?
A: CM needs to know some basic information about the client for identification, communication, and invoice billing. Medical information is needed by the physicians to determine the basic medical history and address any medication.
Q: Why do I have to show proof of ID at the reception desk?
A: An ID check is mandatory for all clients for privacy protection reasons, to prevent providing medication or personal information to another client and to avoid confusion.
Q: Can an invoice be sent to me by email and can I pay it at a later date?
A: We do not email invoices. Payment for the appointment must be made immediately following the examination at the reception desk by card or cash (see modified payment policy terms from the 01.03.2019)
Q: Why do I have to pay at the front desk?
A: According to our new payment policy (valid from 01.03.2019) it is necessary to pay the invoice for the examination immediately (the invoice due date is within 1 day). The client thus avoids possible extortion or financial penalties for overdue invoices.
Q: Where can I park when I visit the PARK clinic (Prague 4)?
A: Parking spots are available in the garage building opposite the shopping center Chodov (about a 2-minute walk) or directly under the complex of buildings where our branch is located (parking spaces no. 109, 110, 111).
Q: Does CM accept Czech public health insurance?
A: Yes, Czech public insurance is valid at CM if you purchase a membership program (a list of insurance companies and programs is available on our website).
Q: Where can I register for Czech health insurance?
A: You can take out Czech public health insurance at any branch of one of the Czech insurance companies (VZP, OZP, ZPMV, ZPŠ, ČPZP, VoZP).