Teleconsultation is a video consultation carried out remotely between a patient and a health professional. It allows patients to be treated and followed up without having to come to the medical practice. Teleconsultation was essential in the COVID-19 emergency situation because it limited travel as well as interpersonal contact and thus the risk of contamination. As COVID is still relevant today, teleconsultation is still a recommended consultation tool.

No, it is not mandatory. The teleconsultation platform allows a direct electronic exchange of the consultancy fees, the prescription (pharmacy or medical analysis laboratory), and the Certificate of Incapacity for Work.

Yes, you can by using a smartphone, tablet or laptop; if your computer, tablet or mobile phone is equipped with an HD camera, the teleconsultation will be optimal.

Please check if your camera is activated. Also check your browser: the system is compatible with the following browsers: Safari, Chrome, Firefox and Microsoft Edge.

If necessary, please download one of these browsers.

The system is compatible with Safari, Chrome, Firefox and Microsoft Edge browsers. If you are using another browser, then please download one of these recommended browsers.

Yes, otherwise the service is not available.

If you have forgotten your password, click on the "Forgott password", enter your ID and click on « Send recovery email » to receive a link to reset your password.

No, you cannot change it. Please contact our Helpdesk (phone number +352 27 12 50 18 33 - email: helpdesk@esante.lu), who will assist you in this process. 

You can change your bank details (IBAN + BIC) in the module "My account". 

Please contact our Helpdesk (phone number +352 27 12 50 18 33 - email: helpdesk@esante.lu), which will take the necessary steps to solve this problem as soon as possible.

Check if you have clicked on the link in the email you received as the last step of your enrolment. If you have not done so, please contact our Helpdesk (phone number +352 27 12 50 18 33 - email: helpdesk@esante.lu) who will have to reset your account.
 

For each new connection to the application, you will have to enter your registration number, your personal password, and the unique code sent by sms.

The code that is sent to you by sms is a unique code that you have to enter when you connect (after having entered your personal number and password). At each new connection, a new code will be sent to you by sms.  

There are two different cases:

1. You already had a user account for the first version of the teleconsultation service (before 14/7/2020):

Your agenda will be permanently available from 7 am to 11 pm. It is therefore very important that you block the times when you do not want to be available for appointments. There are several ways of blocking the unavailability slots:

- by 10-minutes slots: you simply click on the box for the chosen time - a small window opens allowing you to indicate the duration of the slot you want to block. Please note: since a day covers the period from 7am to 11pm, be sure to take this into consideration when locking your schedule;

- all day: you must click on the box of the day you wish to block. This can be repeated on a weekly basis.

Locked slots are then displayed in red. The remaining available slots are displayed in green, and the fixed appointment slots in blue.

2. You have activated your user account after 14/07/2020:

Your calendar will be completely locked. From then on you will have to unlock the time slots where you want to be available for teleconsultation appointments. To do so, position yourself on the box of the chosen time - a small window will open allowing you to indicate the duration of the slot you want to unlock.

At this point you will have to cancel the appointment with the patient in question (who will then have to reschedule another appointment with you), and you will have to make the required changes in your diary. The patient will be informed by email.

The patients make the appointments in the doctors' diaries, in the available slots.

Yes, you can view them in your agenda itself, which gives you the possibility to view them by month, week or day.

When a patient makes an appointment, he/she has to enter a number of details, which allow you to contact him/her if necessary. For the teleconsultation itself, however, you do not need to contact the patient; he/she receives a link (via email) which he/she must click on to participate in the teleconsultation at the agreed time.

Please select your appointment in question, and then click on the e-consultation button. Check your camera, adjust the sound and check your microphone. You will see yourself on the screen. Then click on commencer la consultation’.  As soon as your patient is connected, you will see him/her on the screen.

You will receive a notification confirming that the documentation you have completed (Certificate of Incapacity for work, IT, order, invoices ...) has been sent to the relevant recipient.

You are the prescriber:

• If the prescription is automatically transmitted by the teleconsultation platform: no specific action is required on your part.
• If the prescription is not automatically transmitted by the teleconsultation platform (see error message when sending): please print, stamp and sign it and send it to the patient, either by post or in person.

You are a pharmacist:

You can retrieve the medication prescriptions generated by the teleconsultation in the secure eDocuments area of the eSanté Platform, accessible through your eSanté account, based on the patient's registration number.

If the patient comes :  

• without a prescription: you can retrieve the original prescription from eDocuments, based on the patient's registration number.
• with a prescription that contains a QR code (bottom left): you can retrieve the prescription in eDocuments, based on the QR code or the patient's registration number
• with a prescription without QR code but signed and stamped by the prescriber: you can deliver it in the usual way (the prescription is not in eDocuments).
• with a prescription without QR code and neither signed nor stamped by the prescriber: you cannot issue this prescription. Please inform the patient to either wait to receive a prescription signed and stamped by the doctor by post or to collect it from the doctor.