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Questions? We're happy to help!

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Request repeat prescriptions and view medical records via your patient portal

Ask a question to the practice

Privacy and safety

Login

How can I login?

As soon as you open the Quin app, you will see the login button. Enter your email address and receive a security code that is valid for 10 minutes. If you enter that code, you are logged in.

Can I change my access code?

Yes, you can change the code you use to unlock the app. In the app, go to settings and choose 'Beveiliging'.

Can multiple people create a medical profile on one account?

At this time, your account can only be used by you. In the future it will be possible to manage multiple profiles, so that you can also keep track of the health of, for example, your children or parents.

How can I add data from my GP to my profile?

Under 'my health' you will find the section 'my GP'. There you can find and select your own GP. It is important to put the information from your doctor in 'my health', because the symptom checker advises you to call your doctor if you have important complaints.

Why do you have to be 18 years or older to use the Quin app?

At the moment the Quin app is only available for adults who want to check their symptoms and get advice about their health. The articles and other medical information are also focused on the health of adults.

I did not receive a verification code after I tried to create an account or log in, how is this possible?

It is possible that the email containing the verification code ends up in your spam folder, we therefore recommend that you check it. If you have not received an email, please contact us by sending an email to hello@quin.md.

General

What does the Quin app offer?

With the Quin app, you can map out your health. In it, you will find the symptom checker, which you can use to get advice any time, day or night. The symptom checker will let you know if you need to visit the GP and whether or not it is urgent. You’ll also be able to get an immediate idea of the possible causes of your complaint.

Is Quin also connected to my GP?

Once you have selected your GP in the Quin app, you can send messages to the practice and schedule an appointment for a video consultation.

Can I use the Quin app for free?

Yes, using the Quin app (including the symptom checker) is free.

I cannot find the app in the App Store or Google Play.

The app is available for download in the App Store (iOS 12 or higher) and in Google Play (Android 6 or higher).

Click on the link above to download the app immediately or go to the App Store or Google Play and look for ‘Quin: my health map’.

 

App Store and the App store logo are trademarks of Apple Inc. Google Play and the Google Play logo are trademarks of Google LLC.

In which languages is the Quin app available?

The Quin app is now also available in English for our non-Dutch speaking patients. If you already have the app in Dutch, open the app and go to Mijn gezondheid > Instellingen > Account > Taal to switch the language to English.

How can I delete my account?

It is not possible to delete your account at this moment. If you would like to delete your account, you can send this request to hello@quin.md

Medical profile

What is a medical profile and how does it work?

In your medical profile you map out your health and lifestyle by answering various questions. If you check symptoms, we can advise you as specifically as possible. Having insight into your medical information also makes it easier for us to give you health tips and keep you informed of how things are going.

Why do I have to answer so many questions?

The more complete you map out your health, the more appropriate we can advise you. When you complete the symptom checker, we take into account everything you have entered to make the advice as personal as possible.

Is the data from my medical profile used for the symptom checker?

The symptom checker asks several questions about the symptom you select, but also takes into account the data in your medical profile. This will check your symptoms even more specifically and we can give you personal advice.

Symptom checker

What is the symptom checker and how does it work?

The symptom checker can give you advice by asking a series of questions. Symptom checking begins with selecting your complaint. Then we ask a variety of questions to see what precisely the problem is and then give provisional advice about whether or not you need to seek medical care and how urgently you need it.

How can I check my symptoms?

You can immediately find the symptom checker on the Quin app home screen. If you want to check your symptoms simply click on the ‘start jouw zorgpad’ button. Then "Choose your starting point". In the screen you can now choose "Check symptom".

Can I use the symptom checker for someone else?

We want the advice we give to be as personalized as possible and while a symptom is being checked, we take into account all of your medical information. Because of this it isn’t possible to use the symptom checker on someone else’s behalf. In future it will be possible to use the symptom checker for other people, so that you can also keep track of the health of your children or parents for instance.

What information is the symptom checker based on?

The symptom checker is based on the method and specific questions that are used in the Dutch healthcare system.

Is the symptom checker medically validated?

The symptom checker is a medical tool that has been developed in collaboration with Dutch GPs. The app is based on their method of assessing symptoms. To check that our symptom checker performs well, it has been tested rigorously.

Can my GP see the symptoms that I have checked?

Your GP will only be able to see the specific check you filled in on the symptom checker if you make an appointment with your Quin Dokters GP after you have checked a symptom. This enables the GP to better offer you help.

Is the symptom checker always available?

You can use the symptom checker at any time to get appropriate medical advice. Bear in mind though, that your GP isn’t always available. If you are in doubt, have other questions or in the case of an emergency, call your GP or 112, immediately.

Making an appointment

How can I make an appointment with my GP?

If you have selected your Quin Dokter's practice in the Quin app, you have the option to schedule an appointment after checking a symptom or from the home feed of the app.

I have selected my Quin Dokters practice, and checked a symptom, but I can’t make an appointment. What’s the problem?

The symptom checker is designed to find out not only what might be causing a symptom, but also to understand its severity. If the symptom you have checked does not immediately require treatment by a doctor, you will not be given the option to schedule an appointment.

Why can I not make an appointment if I am not a Quin Dokters patient?

At the moment, it is only possible to schedule an appointment if you are a Quin Dokters patient.

If you are not a Quin Dokters patient and the symptom you have checked is eligible for an appointment with the GP, you can contact your GP yourself to schedule an appointment.

General

How can I book a video consultation with a GP?

Check out the video below to see the steps you have to take.

This is how a video consultation works:

  1. You (via the Quin app), the GP or practice assistant schedules a video consultation. You will then receive and e-mail detailing the date and time of the appointment.
  2. Five minutes before your appointment begins, open the video consultation by clicking on the button in the e-mail. You can do this on your computer, tablet or phone.
  3. You will find yourself in the digital environment where you can start the video appointment. The GP or practice assistant can now see that you are available.
  4. The appointment will start when the GP or practice assistant is ready. This is a private conversation that only you can see and hear.
  5. You finish the conversation. No data will be saved or stored.

How long does a video consultation usually take?

The scheduled time is 10-15 minutes for a video consultation. It may be longer, or shorter depending on the nature of the issue at hand.

During what hours are video consultations available?

On work days from 08:00/8AM to 14:00/2PM for very urgent complaints, and until 15:000/3pm for non-urgent complaints.

Will my details or data from the video consultation be saved?

No, no details are recorded and/or saved during the video consultation. Only the answers you gave to the symptom checker before the consultation are saved so the Quin GP can prepare for your consultation. After the consultation, the doctor will add notes to your medical dossier, just as your usual GP does after an in-person consultation.

Can I request a video consultation for someone else, like a child, for example?

No, not yet.

How can I prepare for a video consultation with my own GP?

There are a number of things you can do to make your video consultation a success.

  1. Be on time – Get ready and open the video consultation at least 5 minutes before it is scheduled.
  2. Know your complaints – Make sure you can clearly state what bothers you the most. Write it down if necessary.
  3. Stable Connection – Have the conversation on a computer, tablet or phone with a good internet connection and sit somewhere where this connection is stable.
  4. Clear View – Use a device with a good camera and face the light so you can be seen clearly.
  5. Good sound – Check that your microphone is working properly and sit in a quiet room so that you can be heard clearly.
  6. The right browser - We recommend using Google Chrome, Safari or Mozilla Firefox. Our digital environment works best in this browser.

Technical support

I cannot see or hear the doctor well. What should I do if there are technical problems?

Check the video and sound settings of your smartphone. If this doesn't make it better, you can also try to restart the video consultation via the home screen of the Quin app.

What are the technical requirements for a video consult?

Make sure you have a good internet connection, preferably on Wi-Fi. The Quin app is supported for the following devices: Android version 4.1 and higher and iOS 10 and higher.

The connection was lost during my video consult, what should I do?

Please check your internet connection. The GP will try to call you again.

Can't find the answer to your question?

You can send your questions about a video consultation with a GP to hello@quin.md

I cannot see or hear the doctor well. What should I do if there are technical problems?

You can call the GP practice to reschedule or cancel your video consultation.

Will my information be saved during or after the video consultation?

During or after the video consultation, no images, sounds or details will be saved or stored. Just like in a normal consultation, the GP or practice assistant will record the important information into your patient notes.

Video calling with Quin GP with digital walk-in consultation hours

How does the queue work?

Your place in the queue is determined by the seriousness of your symptoms. You will receive a notification when it’s your turn, in the meantime you can do what you like. The consultation will be with a Quin GP.

What is the average waiting time for a video consultation with a Quin GP?

The average wait time varies between 30 minutes and several hours. It depends on how many people are in the queue and how many emergency calls come in. You will be notified when it’s your turn.

Why can’t I see an indication of how long I must wait?

The waiting time varies between 30 minutes and several hours, depending on the number of people in the queue and how many emergency calls we receive. You will be notified when it’s your turn.

Why can’t I join the queue?

On work days you can join the queue for a video consult with a Quin GP from 08:00/8AM until 14:00/2PM for urgent complaints, and until 15:00/3PM for less urgent complaints.

Next to these opening hours there's a maximum number of people who can wait in the queue at the same time. It is possible that between the moment you have selected this option to have a video consult with a Quin GP and you actually enter the queue, the closing time or the maximum number of people has been reached. We advise you to try again at a later time or the next day or make an appointment directly with your doctor by contacting the GP practice. 

Why do I have to use the symptom checker before I can have a video consultation with a Quin GP?

Using the symptom checker means the GP will be properly informed and prepared for your consultation. The symptom checker also lets the GP know how urgent your situation is, and gives them a timeframe within which you need to speak with a doctor.

What medical concerns can be handled via a video consultation with Quin GP?

You can discuss any medical concern via a video consultation with Quin GP, if only to arrange the most appropriate next steps.

Are other GPs informed about my medical history and situation?

The Quin GP is given access to your medical dossier to ensure you get the best possible care and so that your usual GP is kept informed of any unfolding situation.

Who gives other doctors consent to access my medical dossier?

Only you can give consent for others to access your medical dossier. This is something you’re asked in preparation for your video consultation with a Quin GP, and your consent is only granted for the duration of the consultation. Afterwards the Quin GP will no longer have access to your dossier, and your own doctor can see in your dossier how you were assisted by a Quin GP.

How is my usual GP kept informed of what has been discussed?

The Quin GP writes a summary of the video consultation in your medical dossier, which your usual GP can see.

How do referrals or follow-up consultations work via video consultations?

In whatever way you’re used to them working. Any follow-ups can be planned with your usual GP, or another doctor if you wish.

General

I need help activating my account

Do you have any questions or do you need help activating your account for the patient portal?

Please contact your GP practice.

How do I access the patient portal?

Go to the website of your GP practice and search for 'patient portal'. Fill in the form there or call the practice to request an account for the patient portal.

After checking your name, e-mail address and 06 number, you will receive an e-mail with instructions at this address. After creating your password you can easily log in to the patient portal.

What is a patient portal?

The patient portal is an environment in the Quin app that allows you to easily arrange a number of things yourself, such as:

  • Request repeat prescriptions for chronic medication,
  • View medical file and research results.

You need an account to use the portal. You need a 06 number and your own e-mail address for this. On the website of your GP practice you will find the instructions for applying for an account.

What is the advantage of linking my patient portal to my Quin app?

By linking your patient portal to the Quin app, you have all your health matters in one central place. Here you can check health complaints, view your appointments, but also request repeat prescriptions and view your medical file.

How do I request a repeat prescription?

Check out the video below (Dutch only at the moment) or follow these steps:

Safety and privacy

Is it safe to share my data with the Quin app?

Linking your patient portal with the Quin app is safe. Quin does not do anything with the data and does not store any personal information from the patient portal.

How does Quin guarantee the privacy of my data?

The Quin app is secured with a 4-digit access code. In addition, an SMS verification is required as soon as you want to access your patient portal via the Quin app. The developers of the Quin app do not have access to the patient portal and your associated data.

Who has access to my data?

No one but yourself has access to your personal data in the patient portal. Quin does not store any personal information from the patient portal. The developers of the Quin app do not have access to the patient portal and your associated data.

Help with logging in

How do I access the patient portal?

Go to the website of your GP practice and fill out the form for a patient portal to request an account. After checking your name, e-mail address and 06 number, you will receive an e-mail with instructions at this address. After creating your password, you can easily log in to the patient portal via the website or the Quin app.

Watch the video below (Dutch only) for an explanation:

I don't see the option to log in to my patient portal in the Quin app. What should I do?

To access your patient portal via the Quin app, you must ensure that:

  • You have the most recent version of the Quin app. Download or update the app in the App Store ® (iOS) or in Google Play ® (Android).
  • You have a Quin account
  • You have added 'Quin Dokters Puttershoek' as your GP via "My care path" in the Quin app

How can I log in to my patient portal via the Quin app?

Watch the video below to see how to log in to your patient portal via the Quin app or follow the instructions below.

  • To access your patient portal in the Quin app, you must be logged in to the Quin app. You use your Quin account login details for this.
  • Then log in to your patient portal with your patient portal login details. Please note: your patient portal login details differ from your Quin account login details.
  • Then enter the verification code that you received by SMS.
  • After your permission to share data with the Quin platform, your patient portal is linked to your Quin account and you can view your data from the Quin app.

Please note the following safety precautions:

  • If you have not been active in your patient portal for 20 minutes, you will be automatically logged out and you must log in again by means of an SMS verification. The next login also goes through SMS verification.
  • If you have not viewed your patient portal via the Quin app for 30 days, you must log in again with your username, password and SMS verification code.

I have not received a text message to log in. What should I do?

Check the last 3 digits of the phone number to which the SMS will be sent. If this is an incorrect number, please contact the practice so that they can change your phone number.

I accidentally refused to allow my data to be shared with my Quin account and now I can't log in.

To establish the connection, permission is required to share data with the Quin app. You can try to re-establish the connection by clicking Allow next time.

I am unable to login. What should I do?

Please check your username and password and try again. If it still doesn't work, please contact your GP practice.

Why do I have to give permission to share my data with my Quin account?

The patient portal is a different environment than the Quin app. The portal contains personal medical information that is made available in the Quin app after the connection. To make this possible, we need your permission.

Why can't I use my Quin account login details to access my patient portal?

The patient portal is a different environment than the Quin app, so it requires different accounts.

I have lost the login details for my patient portal. What now?

Contact the practice to request new login details.

General

What is the "Ask a question" feature in the Quin app?

Using the "ask a question" function you can safely ask a question to the GP assistant whenever and wherever it suits you. Ask your question about your medicines, test results or about a previous consultation and possibly share photos of a visible complaint. You will receive a response within 2 working days.

How do I ask a question via the Quin app?

Ask your question to the GP assistant via the Quin app. Watch the instructional video below (Dutch only at the moment) or follow the steps below.

Make sure you have added your GP via Contact GP > My GP. Then you have two options:

  1. Click on 'Contact GP' and then on 'Ask your question' or;
  2. You have entered your health complaint in the symptom checker and you will see the option to ask a question to the GP assistant via the Quin app.

After this you:

  • Provide a brief description of your complaint.
  • Give the Quin app permission to send you a notification if you want to receive a notification when the practice has responded to your question.
  • Start the conversation and describe your complaint in more detail now.
  • You may be asked for photos of your visible complaint, which you can take and send directly via the Quin app.
  • The practice aims to answer your question within two working days.
  • Based on the outcome of the conversation, the practice will advise you whether or not to make a digital or physical appointment with the GP.

For which medical or practical questions can I use the "Ask a question" function?

The 'ask a question' function is only intended for non-urgent medical complaints and practical questions. For example, think of a question about your medicines, test results or about a previous consultation.

Who answers my questions?

Initially it will be the practice assistant and where necessary, the general practitioner.

How long does it take before I get an answer to my question?

You will receive a personal answer to your question within 2 working days.

What is the difference between an e-consultation, e-mail and the "Ask a question function" in the Quin app?

By doing this via the Quin app and no longer by e-mail or e-consultation, it is safer, more efficient and the practice has the chat history at hand. The general practice will therefore no longer answer questions by e-mail and e-consultation in the long term.

Safety and privacy

Is it safe to share messages and photos via the 'ask a question' function in the Quin app?

Messages and photos can only be viewed by the practice and will be treated confidentially.

How does Quin guarantee the privacy of my data?

Messages and photos can only be viewed by the practice and will be treated confidentially.

Who has access to my data?

Messages are sent to the GP practice that you have selected in the Quin app. The messages are first read by the GP assistant and, if necessary, also your GP.

Will my message history (including photos) be saved?

Yes, at the moment it is not possible to delete messages and photos in the app.

Can I delete my message history (including photos)?

Deleting chat messages and photos is currently not possible from  the app.

Technical support

My question cannot be sent. What should I do?

Try again. Check your internet connection. Or restart the Quin app

How do I upload a photo?

Once you are in the chat screen, you can choose the + icon to take a photo or select a photo from your photo library. By following the steps in the app, it can be added to the chat.

I'm having trouble uploading a photo. What should I do?

Check that you have given permission in the app to access the camera or your media library. You can set it (correctly) again via the settings of your smartphone.

I have sent a wrong message or photo, can I delete it?

Deleting chat messages and photos is not possible at this moment.

Privacy

Where can I find the Quin privacy statement?

You can find the Quin privacy statement here.

In this privacy statement, we explain which personal details we collect and what we do with them.

How does Quin handle privacy-sensitive information?

The most important rules for handling personal information in The Netherlands are laid out in the AVG (Algemene Verordening Gegevensbescherming, the General Data Protection Regulation (GDPR)). The Quin app conforms fully with these guidelines.

The AVG concerns the lawful handling of personal data. The most important provisions of the AVG can be summarized as follows:

Personal details may only be processed in accordance with the law. For the data subject (the person whose data is being processed), how and why personal details will be processed must be reasonable and transparent.

Personal information may only be collected with a justifiable goal. That goal must be specific and described clearly in advance. The reason for which an organization processes personal information must be compatible with why that personal information is collected.

Does a person or an organization process personal details? Regardless, the person whose details are being processed should be aware of the organization or person who is processing these details (the so-called ‘Data Controller’) and the purpose of the data processing.

If organizations process personal data, their starting point should be ‘as little as possible’. That means that, among other things, the processing of the data must suit the purpose for which those data are being collected.

The Data Controller must therefore make sure that the data are correct and updated as and when necessary.

Data processing must be protected in an appropriate manner. Extra-strict rules apply to special data, for instance when they concern race, health and religious beliefs.

Who are Quin’s partners? Can I trust them?

Quin works with a variety of partners to innovate and make healthcare faster and better. Our partners are specialists in the fields of medical information provision, medical algorithmic imaging, medical decision software and IT-healthcare systems. Alongside these partners, GPs and medical specialists make an important contribution to the medical content and validation of our product. All our partners are respected players in (digital) healthcare and comply with the required quality and data privacy statements.

Safety

Which safety requirements does the Quin app meet?

The Quin app complies with the CE guidelines for Class I medical devices.

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