Terms and Conditions
§1 Rules on prepayments for visits at Centrum Terapii Dialog
1. Definitions:
– Service Provider – Centrum Terapii Dialog Feldman Nowak sp.k., ul. Stryjeńskich 19/18U, 02-791 Warszawa
– Patient Portal – the website operated by the Service Provider at: https://portalpacjenta.psychiatrzy.warszawa.pl
– Terms and Conditions – these terms and conditions for the provision of electronic services by the Service Provider
– User – a natural person with full legal capacity who (i) has completed Registration on the Service, or (ii) has booked an appointment with a Specialist via the Patient Portal
– Specialist – associates of the Service Provider who are a physician / psychologist / therapist or another person not listed above performing activities in the scope of health services, providing health/medical services
– Registration – the process of creating an Account
– Account – an entry in the Patient Portal database concerning Users, from which access to specific Services results
– Service – a service provided electronically consisting of sending and receiving data via public telecommunication systems at the individual request of the service recipient – the User, without the simultaneous physical presence of the parties
§2 Rules on prepayments for visits at Centrum Terapii Dialog
1. Visits at Centrum Terapii Dialog:
– conducted remotely (online via the Patient Portal or by telephone);
– in-person visits with child and adolescent specialists;
– diagnostic visits (including diagnostic packages) with child and adolescent specialists;
– in-person first-time visits with a given Specialist;
– and home visits;
require payment within 60 minutes of booking the appointment.
2. Failure to pay for the visit within 60 minutes of booking results in cancellation of the visit. The patient will be informed of the cancellation via SMS to the number provided at the time of booking.
3. Payments for packages of meetings or trainings (i.e. the “Psychologist in Practice” training, online workshops, trainings, group meetings) require prepayment. The amount is non-refundable once the meetings/trainings have begun.
§3 Rules for rescheduling or cancelling visits requiring prepayment
1. The patient has the option to change the date or cancel a scheduled visit free of charge up to 48 hours before the planned start time of the visit.
2. Cancellation of a visit in accordance with point 1 of §2 may be done via the patient account on the Patient Portal, by telephone during the clinic’s business hours at 22 436 83 50, or by email during the clinic’s business hours at przychodnia@terapiadialog.pl.
3. It is not possible to change the date of a scheduled visit if less than 48 hours remain before the start of the visit.
4. In the event of cancelling a visit less than 48 hours before its planned start time, the patient bears its full cost and is not entitled to a refund for that visit.
5. Booking and paying for a visit whose scheduled time is less than 48 hours from the moment of booking results in the loss of the ability to reschedule the visit, and in the event of its cancellation the patient bears its full cost.
6. In the event of failure to cancel a visit and failure to appear at it, the planned start time of the visit is deemed to be the start of the service.
§4 Rules for refunding payments for visits requiring prepayment
1. A refund of payment for a visit that did not take place is possible only if the patient cancelled it more than 48 hours before its planned date.
2. A refund of payment for a visit covered by prepayment, cancelled in accordance with these Terms and Conditions, is made within 7 days of its cancellation: a) to the account number from which it was paid – in the case of payment made via the Patient Portal, b) to the account number provided to a Patient Service Department employee when cancelling the visit – in the case of a form of payment other than that mentioned in subpoint b).
3. If the account number referred to in point 2, subpoint b) of these Terms and Conditions is not provided, the payment for the visit is marked as an overpayment and may be used by the patient to pay for another visit, service, or product at Centrum Terapii Dialog.
4. If the visit was cancelled by Centrum Terapii Dialog less than 48 hours before its planned start date, the patient is entitled to a full refund of the payment for that visit.
a) In the case of a remote visit, the patient should remain ready to attend the scheduled visit at the agreed time; the patient’s unavailability within 10 minutes of the planned start time, despite attempts to contact the patient, will prevent the visit from taking place, and in such a situation the patient is not entitled to a refund.
b) In the case of a home visit, the patient should remain ready to attend the scheduled visit at the agreed time at the address indicated when booking the visit or provided no later than 48 hours before the planned visit date; the patient’s absence at the agreed address 30 minutes before the planned visit time, or refusal to admit the physician to the premises, will prevent the visit from taking place, and in such a situation the patient is not entitled to a refund.
c) In the case of an in-person visit, the planned start time of the meeting is deemed to be the start of the service (provided the visit was not cancelled earlier in accordance with these Terms and Conditions); if the patient does not appear at the visit, the service is deemed to have been performed and no refund is due.
d) In the case of the patient being 10 minutes late for an in-person visit, the physician, due to insufficient time to conduct the examination and visit properly, has the right to refuse to admit the patient to the visit; in this situation the patient is not entitled to a refund of payment for the visit.
6. When booking visits that will be conducted remotely, the User and the Service Provider undertake to use video and/or audio equipment. The equipment must enable a good quality connection. The User declares that they possess the appropriate devices, software, and internet connection enabling them to use the service. The right to a refund does not apply if the visit does not take place for technical reasons on the User’s side (e.g. failure to log in to the Patient Portal at the designated time, lack of internet access, or if the telephone number is unreachable), and also if the User does not ensure safe conditions for conducting the visit, e.g. during the visit driving a car or performing other activities constituting a hazard or hindering the proper course of the visit.
7. Failure to indicate the address for conducting a home visit at the time of booking or at the latest up to 48 hours before the planned start of the visit will prevent it from taking place, and in such a situation the patient is not entitled to a refund of payment.
8. In the event of a delay in starting the visit, arising on the part of a Centrum Terapii Dialog specialist, of more than 10 minutes from the planned start time of the visit, the patient may inform the Patient Service Department of their resignation from the visit while retaining the right to a refund of payment.
9. In the case of telephone visits, a Centrum Terapii Dialog specialist:
a) may contact the patient from 30 minutes before the planned start time of the visit – the patient should remain ready to attend the visit during this time,
b) will make 3 attempts to call the patient – three failures to answer or rejections of the call are deemed to constitute the patient’s absence, resulting in no possibility of obtaining a refund for the visit,
c) may contact the patient using a withheld/private telephone number – the patient must ensure that their device does not block incoming calls from withheld numbers; if the patient does not answer a call due to blocking of incoming withheld calls, the visit is deemed not to have taken place due to technical problems on the patient’s side, and the patient will not have the possibility of obtaining a refund of payment for that visit,
d) telephone visits can only be conducted to Polish telephone numbers.
10. The patient will not receive a refund of payment in the event of not appearing for an in-person visit at the scheduled time, or in the event that the patient does not present a document enabling identity verification before the health service is provided (identity card, driving licence, passport).
§5. Rules for using the Patient Portal
1. The Service Provider provides, among others, the following Services: it provides a search engine for appointment times with Specialists cooperating with Centrum Terapii DIALOG, enables booking of an appointment with Specialists cooperating with Centrum Terapii DIALOG, payment for visits, enables completing consent for the electronic transmission of medical documentation, enables ordering medical documentation from Centrum Terapii DIALOG, and enables access to codes for e-prescriptions and recommendations from the visit.
2. Access to all Patient Portal services is free of charge.
3. Booking an appointment with a Specialist requires providing a First Name, Surname, telephone number, and PESEL number.
4. Every User may book an appointment with a Specialist via the Patient Portal, provided that they verify their mobile telephone number by entering the code that is sent each time to the telephone number entered by the User when booking.
5. Booking a visit with a Specialist is possible only if the User gives explicit consent to the processing by the Service Provider of the User’s personal data concerning health (Article 9(2)(a) of Regulation 2016/679, the so-called GDPR) and to the disclosure of this data to the chosen Specialist. The Service Provider informs that failure to give consent to the processing of the User’s personal data makes it impossible to book a visit via the Patient Portal.
6. When booking a visit in the system, the User simultaneously creates an account on the Patient Portal. In order to Register, the User fills in the form found at https://portalpacjenta.psychiatrzy.warszawa.pl/pl/register, providing the following data: First Name, Surname, Telephone number, email address, PESEL number. By creating an account on the Patient Portal, the User simultaneously consents to the processing of data, as well as to contact by telephone or email necessary to carry out the visits.
7. Upon registration, the User sets their own password for the account, with which they will be able to log in to the system.
8. When registering an account, the User may give voluntary consent to receive information about news, services, and special offers from Centrum Terapii Dialog to the data (email, telephone) provided when registering the account. Consent may be withdrawn at any time via the registered account on the Patient Portal.
9. After logging into the system, the User has, among others, the ability to book a visit, view the history of scheduled visits, cancel visits, and pay for visits.
10. The Service Provider provides Users with access to their own personal data and enables it to be corrected and supplemented via the account on the Patient Portal or after contacting the Patient Service Department of Centrum Terapii DIALOG.
11. The User is responsible for the security and confidentiality of their Profile password. The Service Provider is not liable for unauthorised access to the Account resulting from third parties obtaining the password. In the event of a suspicion that the password may have been disclosed to third parties, the User undertakes to change the password immediately or to contact the Service Provider for this purpose.
12. The Service Provider will make every effort to ensure the correct functioning of the Service and will provide assistance in resolving problems related to its operation.
13. Via the Patient Portal, the User has the ability to pay for all of their visits.
14. When booking visits that will be conducted remotely, the User and the Service Provider undertake to use video and/or audio equipment. The equipment must enable a good quality connection. The User declares that they possess the appropriate devices, software, and internet connection enabling them to use the service.
15. Patients’ visits are scheduled for a specific date and time. Due to their particular nature, situations may arise in which a visit with a specialist may run longer than planned. We therefore kindly ask Patients to allow for a time buffer in case of extended waiting for a visit. Thank you for your understanding.
16. The User accepts the fact that visits booked via the Portal may, in exceptional situations, not take place due to technical problems; in such a situation, persons representing the Service Provider (the Patient Service Department) will contact the User and arrange another meeting date.
17. Complaints, as well as comments, suggestions, and errors on the site may be reported by writing to the email address: przychodnia@terapiadialog.pl
18. In matters not regulated by these Terms and Conditions, the provisions of the Act on the Provision of Electronic Services and the Act on Copyright and Related Rights shall apply.
§6. Diagnostic packages
1. Centrum Terapii Dialog offers the option of enrolling in a psychological diagnosis package for both adults and minors.
2. The detailed scope of the packages is described on the website: https://www.psychiatrzy.warszawa.pl/dla-dzieci/ and https://www.psychiatrzy.warszawa.pl/centrum-diagnozy-psychologicznej-dialog/.
3. Before enrolling in a package, the Service Provider recommends attending a consultation visit with a diagnostician to confirm whether the given diagnosis is necessary and to assess the direction in which the diagnosis should be conducted.
4. All visits within a diagnostic package are conducted by one person. In exceptional circumstances (e.g. a longer absence of the diagnostician) it is possible for the diagnosis to be completed by another diagnostician.
5. When enrolling oneself or a minor in a chosen psychological diagnosis package, payment must be made in advance within a maximum of 1 hour of enrolment, and the dates of all visits included in the package must be booked.
6. Each visit within the package is subject to the prepayment rules applicable at Centrum dla Dzieci i Rodzin Dialog and Centrum Terapii Dialog and may be rescheduled or cancelled at the latest 48 hours before the scheduled date.
7. In the event of cancelling a visit in a manner not in accordance with these Terms and Conditions, i.e. when less than 48 hours remain before a visit scheduled within the package, it is necessary to book an additional visit with the diagnostician in order to complete the diagnostics.
8. The package is valid for 6 months from the date of the first visit, meaning that the last visit within the package may be conducted within 6 months of the date of the first visit.
9. Due to the time required to prepare the written opinion, the last visit may take place at the earliest 2 weeks after the second-to-last visit.
10. The written psychological opinion and recommendations following the diagnosis are issued and discussed during the last visit included in the package.
11. In exceptional cases, an additional visit outside the package may be recommended.
12. The written opinion is not subject to an additional charge.
§7. Reviews published on the website www.psychiatrzy.warszawa.pl
1. Reviews submitted require verification and approval before publication. The verification time for a review is a minimum of 24 hours. In the event that additional verification of the credibility of the review is necessary, this time may be extended.
2. Reviews published on the website may only concern visits carried out at Centrum Terapii Dialog clinics. A review will not be published if it concerns treatment of the patient by a Specialist at a location/facility other than treatment at the Service Provider’s facility.
3. Information regarding the date of the visit and contact details are needed solely for verification purposes and will not be published anywhere. Without providing this data, the review will not be published.
4. The submitted review must describe events concerning the Service Provider. Only one review may be submitted per event/visit. Subsequent reviews concerning the same event will not be published.
5. A review may not be published if the Service Provider or another person deems that the published content violates their rights, personal interests, good practice, feelings, morality, principles of fair competition, legally protected secrets, undermines an obtained education, contains untrue information, or accuses [someone] of serious negligence or medical error not confirmed by a final court judgment.
6. A review should concern one’s own experiences. A review will not be accepted if it was written by third parties. An exception is a situation where the patient is a child and the parent was present in the consultation room, or where guardians describe the consultations of an elderly or disabled person who is unable to submit a review themselves.
7. All reviews are posted on the website www.psychiatrzy.warszawa.pl
§8 Paid prescription service
1. At Centrum Terapii Dialog, in exceptional situations a patient may obtain a paid prescription without a visit.
2. This service is available to patients who have had at least 2 visits with a psychiatrist at Centrum Terapii Dialog, and no more than 3 months have passed since the last visit.
3. Issuing a prescription without a visit must be preceded by a visit with a physician conducted within the last 3 months, i.e. it is not possible to receive two prescriptions without a visit in a row.
4. In order to order a paid prescription without a visit, one must contact the Patient Service Department, which, after verifying that the above criteria are met, will arrange the service for an agreed day.
5. The request for issuing a prescription without a visit will be forwarded to the physician after the patient pays for the service within 60 minutes of booking via the Patient Portal. If payment is not made within 60 minutes, the service will be automatically cancelled.
6. Before paying for the service on the Patient Portal, the patient is required to complete a prescription order form, which will automatically appear on the Patient Portal after clicking the “Pay” button next to the prescription service:
7. The patient completes in the form the list of medications they take regularly in accordance with the recommendations of the treating physician at Centrum Terapii Dialog, indicating in turn: the name of the medication, the dose, the type of dosing, and the necessary number of packages,
8. The patient declares that, when placing the prescription order, they do not currently have medications that would ensure continuity of treatment for the next 28 days.
9. The physician may issue the patient a prescription for medications for a maximum of 28 days of treatment (regardless of the number of packages indicated by the patient), calculated on the basis of the dosing indicated by the treating physician in the medical records.
10. The physician, after each analysis of the medical records, assesses the possibility of issuing a prescription without a visit, which means that they may refuse to issue a prescription for the patient or refuse to issue part of the ordered medications.
11. In the event of a refusal to issue the prescription, the funds paid by the patient may be used towards a subsequent visit at Centrum Terapii Dialog or refunded to the patient’s account.
12. In the event that the physician issues part of the ordered medications or a smaller number of packages than indicated by the patient in the form, the patient is not entitled to a partial or full refund for the prescription.
13. In the event of ordering and paying for a prescription without a visit, it is possible to cancel or reschedule the service at the latest up to 48 hours before the planned performance of the service.
§9 Diagnosis of ADHD in adults
1. Diagnosis of ADHD for adults consists of at least 2 meetings with a psychiatrist, during which a psychiatric examination is conducted, including examination using diagnostic tools and forms selected by the psychiatrist. The ADHD diagnostic package for adults does not include follow-up visits after the completion of diagnostics.
2. The number of meetings and their duration is decided by the psychiatrist conducting the diagnostics.
3. At the patient’s request, at the end of the ADHD diagnostics for adults, the psychiatrist issues a medical certificate confirming or negating the presence of a hyperkinetic disorder (ADHD) in the patient.
4. Before beginning ADHD diagnostics for adults, the patient is required to pay for the entire diagnostic process (all meetings and tools used to conduct the examination) – the price of the full ADHD diagnostics for adults is included in the current price list on the website https://www.psychiatrzy.warszawa.pl/cennik/.
5. The rules regarding cancelling or rescheduling meetings are set out in §3 of these Terms and Conditions, as well as:
a) in the event of the patient’s absence at a diagnostic meeting or cancellation of a meeting not in accordance with the rules set out in §3, the patient is required to cover the cost of an additional meeting with the psychiatrist; the cost of the visit is specified in the price list on the website https://www.psychiatrzy.warszawa.pl/cennik/.
6. After beginning the ADHD diagnostics process for adults, in the event of resignation during its course, it is not possible to receive a full or partial refund of funds.
7. Meetings within the ADHD diagnostics for adults must be conducted by a single psychiatrist (it is not possible to begin and end the diagnostics with different physicians).
8. In the event of the end of cooperation with the physician of NZOZ Centrum Terapii Dialog during the course of diagnostics, NZOZ Centrum Terapii Dialog undertakes to ensure diagnostics with another physician, and in the event that additional meetings are necessary due to the change of physician, NZOZ Centrum Terapii Dialog will cover the costs of the additional meetings.
9. The patient is required to complete all meetings within the ADHD diagnostics for adults within 3 months of the date of the first visit within the diagnostics. If the patient does not complete the ADHD diagnostics for adults within 3 months, further meetings will only be able to take place with the consent of the diagnosing physician, and in the event of such consent, they will involve the necessity of paying for the additional meetings in accordance with the price list contained on the website https://www.psychiatrzy.warszawa.pl/cennik/.
10. Conducting ADHD diagnostics for adults does not guarantee receiving a diagnosis of a hyperkinetic disorder (ADHD) – the diagnostic process may also conclude with a negation of the possible presence of the disorder in the patient. A diagnostic result inconsistent with the patient’s expectations does not constitute grounds for a refund of funds.
