Frequently Asked Questions

How do I start using Emmy?
You need to find out if your doctor is already using Emmy. If so, simply create an access using the button above. You will need your email address and mobile number for this. Therefore, for Emmy to work correctly, you must be using the current version of Chrome, Firefox or Safari, whether you are using Emmy on your computer or mobile.

How do I find my doctor's office at Emmy?
You can usually find offices by the name of your doctor. It may be that your doctor uses the name of the company he runs to refer to his office. If you are not sure, ask your doctor to give you this information.
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What if my doctor doesn't use Emmy?
We will be happy if you bring your doctor to the attention of Emmy and pass on the information to him. We believe that Emmy will be a great help not only for patients, but also for doctors.
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Is Emmy free for the patient?
Yes, patients do not pay anything for using Emma. Emma's services are paid for by the doctor's office you communicate with through Emma.
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How is my data secured at Emmy?
We maintain a high standard of data security. Emmy runs on the AWS platform, which can be called the most technically advanced platform of its kind in the world, and also holds ISO 27001, ISO 27017 and ISO 27018 security certificates. That's why the same AWS services are used by banking, financial, and healthcare providers around the world. Full encryption of all data transfers is a matter of course and from the outset we make sure that we comply with all legal obligations regarding the protection of personal data (in particular the GDPR). Your doctor remains the primary administrator of your data at Emmy.
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What if I lose my password?
To restore your access, you will need the email and phone number that you entered when you first registered.

Who reads the news sent through the Emmys?
Your reports are processed by the office staff. We cannot guarantee who will read a particular message. It also depends on how the practice sets up our Emmy.

I would like to do something for someone else (my child, grandmother, grandfather, etc.) How should I proceed?‍
At Emmy, you can represent other patients - for example, your child or a relative. You must ask the office to add you as a representative of a relative or other patient. Then you will be able to communicate in the Emmy program both for yourself and for the person you represent.
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If you do not see the option to create a request such as “I want to add my child to Emmy” or “I want to represent a patient at Emmy”, write to the office with a request such as “I did not choose from any type of request” and ask for this option.

Please note that, especially in the case of representation between adults, the office may require the signature of the power of attorney of the represented person or a similar written confirmation of his will.

If you accidentally logged into the Emmy system under the name and surname of the person you represent (most often with your child's data), you can correct your data by clicking on your name in the upper right corner and then selecting “Change data”.

What if I change my office?
In case you change doctor and want to continue to communicate with him and order through Emma, all you have to do is select the new practice you want to communicate with. If the new practice does not already use Emmy, your Emmy login will remain functional, and the moment the new practice starts using Emmy, it will be enough to add the practice.

Can I use Emmy to make an appointment with a specialist?
Emmy can connect you to multiple practices, so it only depends on whether the specialist's office uses Emmy. We will be happy if you bring your other treating doctors to the attention of Emmy and pass on the information to them. Emmy is able to adapt to work in offices of various specializations.

What if no one from the office responds?
Also, a doctor can get sick like any other person or there may be a technical problem. Each practice has its own time rules for responses. If no one has responded to your messages from Emma for several days, try visiting the office's website first or contacting the practice by phone or otherwise.
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What else can Emmy do?
Emmy is really just a tool, not a living sister. It will not help in the office with the administration of injections. However, it can be of great help to doctors and nurses by helping them organize a calendar, find out information about patients for exposure e.g. sick leave. We believe that there are a large number of activities that a machine can perform in the office so that doctors and nurses really have more time for their patients. We plan to gradually teach Emmy these mostly administrative and repetitive activities as well.

What if I don't have or don't use email?
In this case, you will not be able to create a login. However, setting up an email is very easy nowadays and surely someone will be happy to help you. Just do not forget to write down your login information somewhere.

What if I don't have a smartphone, computer or internet?
Of course, it is possible that even today not everyone uses these technical facilities. In this case, you will not be able to use Emma's help in contacting the office and you will have to continue to use the telephone line. Once Emmy knows, someone else who has a smartphone will be able to represent you.

What if I use the same email address with my husband or wife?
For the security of your personal data, only one person with one phone number and one email address can log in to the Emmy service. Therefore, each of you must log in using a different email account.

What if I prefer to call?
We understand that written communication does not suit everyone. However, Emmy is very helpful in ensuring that nurses and doctors have the space and time to devote to patients who are right in the office. Emmy helps you decide which requests your doctor or nurse will handle with you over the phone, through Emma, or in the office. By submitting a request through Emma, you will help the office staff better prepare for you and help you better.

Am I not going to the office anymore?
Your doctor will not cancel the phone line, it will only be (thanks to Emma) less stressed and will really only serve for urgent calls from patients. The more requests to the office Emma handles, the sooner you will be able to call when you really need it.

Who is behind all this?
Emma's virtual nurse was created by a team of six general practitioners from all over the Czech Republic, led by founder Timothy Young, who embarked on the project after ten years of experience running a GP practice in Prague. The system is operated by Czech limited liability company Emmy.md s.r.o.
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