Frequently asked questions – Family Practice Tyrol
Here you will find answers to the most frequently asked questions about our practice, our services and how to contact us. If your question is not listed, you can reach us at any time via Medflex or tell our telephone assistant what you need.
📅 Dates & opening hours
When is the practice open?
Our current opening hours can be found on the homepage and on Google Maps. Please note that times may occasionally change – the current version is always displayed at the bottom of our website. Please be aware that there are times when we can only treat patients with appointments – except in life-threatening emergencies.
Do I always need an appointment?
For planned matters – such as check-ups, blood draws, or follow-up appointments – we ask you to book an appointment in advance.
For acute complaints, you are also welcome to come without an appointment during our acute consultation hours. For this, we use Quickticket – meaning dedicated acute treatment slots – which generally allow for a short waiting time on site. Tickets can be obtained >online or >by phone.
Why can I only come at certain times by appointment?
In order to devote the necessary time and attention to detailed matters such as living wills, mother-child health check-ups or similar services, we have to reserve certain times during which we treat only patients with appointments, except in life-threatening emergencies. This allows us to focus fully on such matters during these times and offer you the attention you deserve.
Why can’t I just come spontaneously?
We also have limited capacity and unfortunately cannot be there for everyone at all times. By using an appointment system, we ensure that you are attended to without long waiting times and that we can take the necessary time to deal with your concerns.
How do I book an appointment?
The easiest way is via our >online booking system. Alternatively, you can send us a message via >Medflex or use our >digital phone assistant.
Same-day acute tickets can be obtained >online, >by phone, or in person on site.
What should I do if I have acute symptoms outside of opening hours?
Outside our office hours, the medical on-call service can be reached on 141. In life-threatening emergencies, please dial 144.
📞 Availability & Communication
Why can’t you be reached directly by telephone?
We deliberately chose a digital telephone assistant. This allows us to focus fully on our patients in the surgery – while at the same time offering you the opportunity to submit your enquiry without having to wait on hold. Our staff take care of the patients in the surgery personally, while you can calmly explain what you need to our assistant – without any conflicts.
How does the telephone assistant work?
Essentially, it functions like a modern answering machine. Your request will be received, categorised, and forwarded to our practice team for processing. We will take care of it reliably and get back to you.
What is the quickest way to get to the surgery?
The fastest way is via Medflex – our digital patient communication system. There you can send messages, order prescriptions and request appointments. You can reach us by telephone via our digital assistant – after closing time, we reliably process all incoming requests. This allows us to concentrate fully on caring for patients in the surgery.
What is Medflex?
Medflex is our secure, GDPR-compliant communication platform for patients. It allows you to easily send us messages, order prescriptions or request appointments – without having to wait on hold. You can access it via our website.
Can I also send an email?
No, unfortunately not. As there is no uniform encryption standard for emails, some of them could be viewed by third parties completely unencrypted. This is not an option for us when it comes to sensitive medical data. We also comply with the applicable data protection laws, which we consistently respect. Please use Medflex instead – secure, simple and direct.
Will I receive a reminder before my appointment?
Yes, you will usually receive an automatic appointment confirmation and reminder via the booking system, provided you have given your consent.
📋 Prescriptions & referrals
How do I order a prescription?
You can conveniently order prescriptions via Medflex – please specify the name of the medication, strength and pack size. Our digital telephone assistant will also be happy to take your prescription order, without any waiting time. We will take care of it reliably. Please do not wait until you have only one tablet left – unforeseen delays can never be completely ruled out. Processing time is up to 2 working days, but it is usually faster.
When do I need a referral to a specialist?
In Austria, you can consult many specialists without a referral. For certain specialities or at the request of the specialist, we will be happy to issue you with a referral – after the benefits and purpose have been assessed by our doctors.
🔬 Laboratory & Diagnostics
When can I come in for a blood test?
Blood samples are taken daily at our surgery. On days when the surgery is open in the afternoon, samples are even taken twice a day. We kindly ask you to make an appointment – however, blood samples can usually be taken without an appointment during acute periods.
Why do you take blood samples before treating infections?
We have our own modern laboratory, which provides us with a complete blood count and inflammation values within minutes. This enables us to provide more targeted treatment, avoiding unnecessary antibiotic therapy while still being able to react quickly when necessary. This is modern general medicine as we understand it.
🩺 Statutory health insurance vs. private health insurance
What services does the health insurance fund cover?
As a health insurance-approved practice with an ÖGK contract, we cover a wide range of general medical services, including diagnostics, therapy, referrals, vaccinations and preventive medical check-ups. You can find an overview on our page on health insurance services.
What are private services, and why are they charged separately?
Some services are not included in the health insurance catalogue, but still require our time, expertise and equipment. These are therefore billed as private services. We will, of course, inform you in advance and transparently about the costs involved.
Can I submit the costs for private services to my insurance company?
That depends on your insurance policy. Many supplementary or optional medical insurance policies reimburse such services in full or in part. We will be happy to issue you with an invoice upon request.
⚽ Sports medical examination
What does a sports medical examination involve?
For children under the age of 10, the examination includes an ECG and a physical examination. From the age of 10, a blood test and a medical assessment of athletic fitness are also included.
Why is there a charge for the sports medical examination?
The sports medicine fitness examination is not covered by health insurance and is not covered by statutory health insurance. As it involves our time, the ECG machine and a medical assessment, it is billed as a private service. Many sports clubs or private health insurance companies cover these costs on request.
Do you issue fitness certificates?
Yes, after conducting the appropriate examination, we will issue a medical certificate confirming general fitness for sport upon request.
🧒 Caregiver leave
When will I receive confirmation of my care leave, and how much will it cost?
If your child is undergoing treatment with us, we will issue you with a medical certificate for care leave free of charge – this is a matter of course for us.
If your child is not undergoing treatment with us but you still require written confirmation, a fee will be charged in accordance with the applicable recommendations. Please note: If your employer expressly requests a medical certificate, they are obliged to cover the costs – not you as the patient.
👶 Mother and child health handbook & preventive care
Which mother-child health check-ups do you carry out?
We offer all mother-child health check-ups that are possible within the scope of general medicine – from internal medicine check-ups during pregnancy to child examinations in the first year of life.
When should my child start attending preventive health check-ups?
The first preventive medical check-ups are scheduled for the first few weeks of life. We accompany your child from birth – please feel free to contact us and we will explain the procedure for the first appointment.
Which vaccinations are offered?
We offer all vaccinations recommended in the Austrian vaccination schedule – for children and adults. In addition, we also provide special travel vaccinations as part of our travel medicine services.
✈️ Travel medicine
What vaccinations do I need for my trip?
That depends on your destination, the length of your trip and your personal vaccination status. We recommend that you make an appointment for a travel medicine consultation at least 4–6 weeks before departure – this will allow sufficient time for vaccination series and the necessary immune response.
Can I get a yellow fever vaccination from you?
Yes. Dr Marco Schönberger is a certified yellow fever vaccination doctor. Please make a separate appointment for this.
🆕 New patients
Are you currently accepting new patients?
We have temporarily suspended the admission of new patients in order to ensure the quality of care for our existing patients. We will, of course, assist you with any urgent matters. We will inform you here as soon as we have capacity again.
What should I bring to my first appointment?
Please bring your e-card and, if available, any relevant previous findings, medication lists or vaccination documents. This will help us to provide you with the best possible care right from the start.
🧾 Data protection & data
How is my data stored?
Your data will be stored exclusively on GDPR-compliant European servers. It will only be passed on to third parties if this is necessary for communication, service provision or billing purposes and if a corresponding contract exists with the respective third party. Detailed information can be found in our privacy policy.
Can I access my findings digitally?
Findings are documented in our practice software and can be viewed during your appointment or provided upon request. We use Medflex for digital transmission. Transmission via email is not possible for data protection reasons.
Is the practice allowed to communicate with my pharmacy?
Only with your express consent. Without this, we will not pass on any information.