Questions

Here you will find answers to frequently asked questions. For any other queries, please get in touch.

General

The new Well health platform is a mobile app that acts as a gateway to digital healthcare services in Switzerland. Well gives you access to leading digital healthcare services via a single platform, so no need for multiple individual apps. Customers get straightforward, round-the-clock access to quality-controlled healthcare services tailored to them. In the initial phase, an MVP (minimum viable product) version will be available. This will allow us to gather rapid feedback and expand our product and services on an ongoing basis.

The first services to be offered on the platform will be a symptom checker; electronic prescriptions allowing you to directly order medication for collection or delivery via a pharmacy of your choice; a safe place for storing and retrieving health data; and a simple digital entry point for initial and follow-up contact with healthcare professionals. Users will be able to get medical support, book telemedical consultations, order medication, and more. The platform serves as the patient’s personal, digital guide within the Swiss healthcare system, supporting them on their healthcare journey.

You can sign up for the app in the App Store from the end of August 2021. The app will be available to test as an MVP (minimum viable product) until the end of 2021. You can also sign up for early registration here.

The term MVP (minimum viable product) is part of the lean start-up philosophy. A product is created quickly and simply with the basic core features. An MVP is launched in order to start testing the product with end users as soon as possible. Early application in a real-world environment allows development to take place on an iterative and highly targeted basis. By taking the MVP approach, Well aims to offer its users a usable product fast, plus develop the app further based on feedback and in line with the needs of end users.

It is the first time that various partners in Switzerland have come together to create personalised, digital guide through the healthcare system. The Well platform is impartial and open to all interested parties. The Well app offers anyone in Switzerland an end-to-end user journey through the healthcare system. Users feel they are in safe hands with the app, from their first health query through to diagnosis, doctor’s appointment, and prescriptions.

Well users receive rapid, high-quality treatment with full transparency, active support with their health questions, a wide range of digital and in-person health services, and safe management of their health data. Well allows you to connect to the Swiss healthcare system at the click of a button!

Well’s investors are the Swiss health insurers CSS and Visana, the telemedicine provider Medi24, and the online pharmacy and technology provider Zur Rose AG.

Data Security & Account

All your data stored in Well is encrypted and highly secure, which means that Well will not access your data for any unintended use.

It may be required that some of your data is shared with third parties in order to use specific services. In such cases Well will seek your explicit consent, meaning you can always decide what happens to your data. The end user remains in exclusive possession of their health data and this data cannot be viewed by any other party without their consent. No data is shared with insurance companies.

Details of data storage and data security can be found in the Well terms and conditions.

No. When you have a mandatory or alternative health insurance model you must always adhere to the contractual provisions applicable to your model. You can use the Well app in addition to this.

All data in Well is encrypted, which means that unauthorised third parties cannot access the data. Well does not have access to your password.

Well processes your data only to the extent necessary for providing its services to you. This is explained in further detail in Well’s data privacy notice.

Yes. You will find the “delete profile and data” button in the account section of your profile. When you click on it you will have to confirm twice that you really want to delete your profile and data. Once confirmed, Well will delete all your documents and data and this cannot be undone.

Well wants to make sure that only you have access to your account and data. We therefore ask you to complete a two-factor authentication each time you log in.

Symptom Checker

The symptom checker can help you to understand if your condition or your symptoms require that you see a doctor, contact telemedicine, or administer self-treatment.

The symptom checker uses a medical-questionnaire system that is based, among other things, on evaluation of scientific studies by the Institute for Family Medicine at the University of Bern.

No. You must always adhere to the contractual provisions applicable to your insurance model regardless of the recommendation.

Yes. At the start of the symptom check you can indicate if you are performing the symptom check for yourself or for someone else.

Telemedicine

A telemedicine appointment is a consultation held with a medical consultant over the phone. A tele-consultation is required by some insurance models before you are allowed to visit the doctor in person. Remember that you should always adhere to the contractual provisions applicable to your insurance model.

Telemedicine

A telemedicine appointment is a consultation held with a medical consultant over the phone. A tele-consultation is required by some insurance models before you are allowed to visit the doctor in person. Remember that you should always adhere to the contractual provisions applicable to your insurance model.

e-prescription

You should tell the doctor or telemedicine consultant that you wish to receive the prescription in the Well app. The doctor or telemedicine consultant will then send a code to your email address, which you will have to enter into Well. Once you have entered the code, the connection is established with the respective doctor and the doctor is able to send you prescriptions, which are displayed in Well.

Currently you can only receive prescriptions from the Well telemedicine provider. In the future you will be able to get a prescription from any doctor connected to Well.