Questions? We’re happy to help!

Questions? We’re happy to help!

Please note that the English version of the app will be live soon

Video consultations with the practice

Log in into the app

Installing the app

Privacy and safety

Our collaboration with Quin

Re-activating account

How do I re-activate my patient portal account?

You can login using the same details as the ones of your former HAPK account.

What are the functions of the patient portal?

  • Request repeat prescriptions for chronic medication
  • Start an email consultation with your doctor
  • View your medical file and examination results

I need help reactivating my account

Do you have any questions or do you need help reactivating your account?

The assistants or Quin Support Service are happy to help you!

Request account

Why do I need an account for the patient portal?

Quin Dokters Amsterdam uses a patient portal. In this portal you can easily arrange things yourself, such as:

  • Request repeat prescriptions for chronic medication,
  • Start an e-consultation with your doctor,
  • View your medical file and investigation results.

You need an account to use the portal. You need a mobile phone number and your own e-mail address for this. Here you will find the instructions for applying for an account.

How do I request an account?

Contact the assistant and let them know that you want to request an account for the patient portal.

After checking your name, e-mail address and mobile phone 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.

General

Why is this a video consultation and not an appointment at the GP practice?

The guidelines for visiting GP practices are very strict at the moment. So that as many GP appointments as possible can take place, we offer you appointments digitally. The GP or practice assistant then has a fixed timeslot to focus completely on your complaints and discuss with you what advice or treatment is best for you. Just like when you come to the practice.

How does a video consultation work?

This is how a video consultation works:

  1. 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.

Will my information be saved during 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.

How long does a video consultation last?

A video consultation lasts around 10 minutes. The GP or practice assistant has a fixed timeslot to focus completely on your complaints and discuss with you what advice or treatment is best for you.

Preparation

How can I prepare for my video consultation?

There are a number of things that you can do to make your video consultation go as smoothly as possible.

  1. Be there on time – sit down and open the video consultation at least five minutes before it is planned to start.
  2. Know your symptoms – make sure that you can clearly tell the doctor what is troubling you most. Maybe write it down.
  3. Stable connection – Run the video consultation on a computer, tablet or telephone with a good internet connection and go and sit somewhere where the connection is stable.
  4. Clear image – use equipment with a good camera and sit with your face in the light, so that you can be seen clearly.
  5. Good sound – make sure that your microphone works well and sit in a quiet room, so that you can be heard clearly.
  6. The right browser – we advise you to use Google Chrome, Safari or Mozilla Firefox. Our digital platform works best in these browsers.

Technical questions

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

In the event of technical difficulties, it is sometimes helpful to reload the page or close down the screen. Click on the button in the e-mail to restart the video consultation. We advise you to use Google Chrome, Safari or Mozilla Firefox.

Is my browser suitable for video consultations?

We advise you to use Google Chrome, Safari or Mozilla Firefox.

I cannot see or hear the doctor well. What should I do?

During a video consultation, you need working image and sound connections. For this reason, you have to give permission to use the microphone and camera. This permission is requested and must be given on the device you use to perform the video consultation. If you do not grant permission, no working image or sound connection can be set up and the doctor or practice nurse will not be able to see or hear you.

On a mobile phone, you will be asked to give permission to access the microphone and camera after pressing the button to start the video consultation. This permission will be requested again each time you start a new video consultation.

On a computer, the browser will ask for access to the microphone and camera. This varies depending on which browser you are using.

More information on changing access to the camera and microphone for each browser:

Google Chrome: https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DDesktop&hl=nl 

Safari: https://support.apple.com/nl-be/guide/safari/ibrwe2159f50/mac 

Firefox: https://support.mozilla.org/nl/kb/bekende-problemen-met-audio-en-video-verhelpen 

Microsoft Edge: https://support.microsoft.com/nl-nl/help/4468232/windows-10-camera-microphone-and-privacy 

Rescheduling/ cancelling

I want to reschedule my video consultation. Is that possible?

You can call your GP practice to reschedule your video consultation.

I want to cancel my video consultation. Is that possible?

You can call your GP practice to cancel your video consultation.

My video consultation is canceled. What should I do?

At the moment, it is only possible to plan a new video consultation by phoning your GP practice. They will give you more information.

Log in

How can I log in?

As soon as you open the Quin app, you will see the login button. Fill your e-mail address in here. You will receive a security code sent to this e-mail address. This security code is valid for ten minutes. Once you have filled in this code in the Quin app, you are logged in.

Can I change my access code?

Yes, you can alter the code that you use to unlock the app. In the app, go to ‘Settings’ and chose ‘Security’.

How can I add details of my GP to my profile?

Under ‘My health’, find the section entitled ‘My GP’. Here, you can look for and select your own GP. It is important to add your GP’s information to ‘My Health’, because if the complaint you enter into the symptom checker requires medical attention, the app will advise you to phone your GP.

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

At the moment, the Quin app is only suitable for use by adults who want to check their symptoms and get advice about their health. The medical articles and other pieces of medical information also relate to adult healthcare.

I have not received a verification code after I tried to create an account, or tried to log in. What’s the problem?

It is possible that the e-mail containing your verification code has ended up in your spam folder. Therefore, we advise you to check that first. If the e-mail isn’t there, please contact us at support@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 in contact with my GP?

Whenever you make an appointment with your GP after checking symptoms with the symptom checker, this symptom check will be shared with your GP. Apart from your GP, nobody else has access to this information.

Installing

Is it free to use the Quin app?

Yes, it is completely free to use Quin app.

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

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

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.

My GP

How can I add details of my GP to the Quin app?

In the Quin app under ‘My health’, find the section entitled ‘My GP’. Here, you can look for and select your own GP. It is important to add your GP’s information to ‘My Health’, because if the complaint you enter into the symptom checker requires medical attention, the app will advise you to phone your GP.

Medical profile

Can more than one person make a profile on one account?

At the moment, your account is only for your use. In future it will be possible to manage more profiles so that you can also keep track of the health of your children or parents for instance.

What is a medical profile and how does it work?

In your medical profile you can map out your health and lifestyle by answering a variety of questions. If you need to check your symptoms, we can use this information to tailor advice specifically to your situation. Having insight into your medical details also means that we can more easily give you healthcare tips and keep up with how you are doing.

Why do I have to answer so many questions?

The more complete your health map is in the app, the more appropriately we can advise you. When you fill in the symptom checker, we take into account all the information you’ve given us so that we can make the advice we give you as personalized as possible. 

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

The symptom checker asks a variety of questions about the symptom that you select, but also takes into account the details that are already in your medical profile. Because of this, your symptoms can be checked more specifically, and we can give you more personalized advice.

The 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 ‘Check symptom’ button.

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.

Remove account

How do I remove my account?

At the moment removal of an account is not possible directly via the app. If you want to remove your account, you can send an email to support@quin.md

Privacy

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.

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.

 

Safety

Which safety requirements does the Quin app meet?

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