Frequently Asked Questions

Presence statements are available through the app or in your personal area. Access “My Information > Episode history > Consultations or exams > Download the presence statement”.

Escort statements can only be made available on the same day, in person, at the counter, as soon as the client leaves the consultation or examination. This declaration cannot be made available afterwards.

Miraflores Clinic:

JCS clients have a discount on parking “Rotunda de Miraflores”. To use the discount, follow these steps:

      1) Insert the ticket into the automatic payment box.
      2) Scan the barcode found on the clinic’s invoice through the automatic reader.
      3) Make the payment.

Additional notes:

• The entrance to the park is through Avenida Cáceres Monteiro.
• Discount does not apply to users who enter the park with the Via Verde identifier.
• Discount rates are only applicable to users who have an invoice from their visit to the Clinic.

Cascais Clinic:

Park at CascaiShopping's parking lot.

Sintra Clinic:

Enter through Alegro Shopping Center's parking lot.

Carcavelos Surgical Clinic:

Clínica Europa has a parking lot with 64 spaces.

Moscavide Clinic:

Moscavide Medical Center does not have its own parking lot.

- On the website:

1. Check the opening hours of our clinics by choosing the option 'Clinics';
2. Then, choose 'Medical Clinics' or 'Radiology Clinics';
3. Select the clinic of your choice, where you will find, among other information, the opening hours.

- In the APP:

1. Access your 'Personal Area', through your mobile phone APP;
2. On the menu on the left, choose the option 'Units';
3. Select the respective clinic and then you will have information about the opening hours.

On the website:

1. Choose Analyses and Laboratories > Analysis and Collection Units
2. Find your Collection Unit at Joaquim Chaves Laboratory, using the filters.
3. On the map, you will find the desired unit or units. Click the unit to see the address and opening hours.
   
   

In the APP:

1. Access the APP on your mobile phone and log in.
2. On the left-side menu, choose the option Clinical Analysis Units.
3. Search and/or choose a unit and click the icon to see the address and opening hours.

- On the website:

1. Check the address of a clinics by choosing the option 'Clinics';
2. Then, choose 'Medical Clinics' or 'Radiology Clinics';
3. Select the clinic of your choice, where you will find tha address, among other information

- In the APP:

1. Access your 'Personal Area', through your mobile phone APP;
2. On the menu on the left, choose the option 'Units';
3. Select the respective clinic and then you will have information about the address.

- Clínica de Miraflores:

Yes, we have a cafeteria, located on Floor 0, next to the reception of Clinical Analyses.

- Cascais Clinic:

We do not have a cafeteria service. However, since the clinic is located in CascaiShopping, the shopping centre itself has various cafeteria services.

- Entrecampos Clinic:

We do not have a cafeteria service, but there are, relatively close to the clinic, cafes and restaurants.

- Faro Clinic of Gastroenterology:

We do not have a cafeteria service, but there are, relatively close to the Clinic, cafés and restaurants.

- Sintra Clinic:

We do not have a cafeteria service. However, since the clinic is located in the shopping centre Alegro Sintra, the shopping centre itself has several cafeteria alternatives.

- Carcavelos Surgical Clinic

Yes, we have a cafeteria, located on Level 4.

- Moscavide Clinic:

We do not have a cafeteria service, but there are, relatively close to the clinic, cafes and restaurants.

You can find here information about the privacy and data protection policy of Joaquim Chaves Saúde.

On our website, choose the Agreements tab. In the text field, write the insurer / health subsystem to access information on the services covered. Some doctors, specialties or medical acts may not be covered by your agreement. In case of doubt, confirm with your insurance entity.

The amount payable depends on the conditions of your policy. In case of doubt, contact the financial entity directly (insurance or health subsystem).

On our website, select the option “Clinical team” from the menu. Then, use the filters and select the desired doctor. Within the doctor's profile, you will find an agreements area. Alternatively, use the search icon / free text field and search for the doctor's name.

Note: The agreement listed in the doctor's profile may not apply to all clinics.

Yes. Your insurance or health subsystem card is a prerequisite for admission for consultation, examination, or clinical analysis.

- On the site:

1.On the homepage, choose the option “Schedule Clinical Tests”;

2.Choose the post where you want to perform your collection;

3.Click on "Continue";

4.Select the timetable you want;

5.Fill in the form with your details and attach the medical prescription for your analyses (mandatory document to finalise this process);

6.Confirm that you are aware of the data protection information and click on make an appointment. Subsequently, you will receive an e-mail with confirmation of your appointment;

7.Afterwards, you will receive a contact from us, on the day before the act, with information regarding the preparations/instructions to take into account.

Note: although we perform analyses on a first come first served basis, there may be analyses that, due to their recommendations and/or collection instructions, require prior booking with our service. If you have this indication, please contact us to make the respective appointment or to clarify any doubts, through 214 124 300.

- Na APP:

- In the menu, choose 'Analyses and laboratory > Sampple Collection units';

- On the page 'Analyses and collection stations', at the end, find the button 'Search for analysis';

- On the new page, type the name of the analysis to perform or identify the analysis in alphabetical order;

- After choosing the desired analysis, confirm if in the fields 'Recommendations' and/or 'Harvesting Instructions', there is any indication that it requires prior booking;

- If you have this indication, please contact us on 214 124 300 (call cost for national fixed network), to make the respective appointment.

1. Reception – Includes attendance, file management, and user orientation.
2. Collections - Collection of biological samples and related information with a professional and friendly service, ensuring full respect for users’ rights.
3. Screening - Execution and control of the laboratory's pre-analytical phase, namely the receipt, verification, processing, and primary manipulation of biological samples.
4. Analytical Phase - Analytical study of samples in the Laboratory, where a wide range of tests are performed on body fluids, tissues, or other substances collected from patients, in a highly technological and precision environment, using a variety of techniques and equipment.
5. Post-Analytical Phase - Processing, preparing and delivering the Analysis Bulletins.

On the website:

1. Choose Analysis and Laboratories > Analysis and Collection Units from the menu
2. Find your Collection Unit using the filters.
3. On the Map, you will find the desired unit or existing units in the chosen area, and see the address, opening hours and collection times.

In the APP:

1. Access your Personal Area.
2. On the left menu, choose the Clinical Analysis Units.
3. Search and choose the respective unit where you will find information on opening hours, contact and address.

- On the website:

1.In the menu, choose 'Analyses and Laboratories > Analyses and Collection Stations';
2.Find the collection unit which is most convenient for you, to perform your clinical analyses, using the filters;
3.On the map, you will find the desired post or posts in the chosen area and, by clicking on the post in question, you will have information regarding opening hours.

- In the APP:

1.Access the APP, on your mobile phone, and log in;
2.On the left-hand menu, choose the 'Units' option;
3.Search and/or choose the respective post and, by clicking on the post's icon, you will have access to information regarding opening hours.

The JCS Personal Area is your personal online area where, among other features, you will be able to make appointments and browse your activity at JCS clinics.

You can access your personal area through our website, by clicking on the Personal Area icon in the upper right corner, or on your mobile phone by downloading our APP, which is available for free on Google Play and the App Store.

Anyone over the age of 18 can join the Personal Area. Those under 18 years of age may be added as descendants.

On the website:

1. At the top of the page, on the navigation bar, click the Personal Area icon;
2. Click on 'Join';
3. Fill in the form, with all the requested data;
4. Read and accept the 'Terms and Conditions' and click on 'next';
5. You will have 3 fields to fill in, namely 'Validation code', 'Password' and 'Password reset';
6. In the field 'Validation Code', you should put the code that you have received, at that moment, through SMS, on the mobile number that you registered;
7. In the field 'Password', you should create your own personal and untransferable password;
8. In the field 'Repeat Password', you should confirm the password you are creating;
9. After the three fields have been filled in, click on 'Finish' and your registration will be complete.

In the APP:

1. Download our APP, which is available for free on Google Play and App Store under the name "Joaquim Chaves Saúde";
2. Open the application and click on 'Join';
3. Fill in the form, with all the requested data;
4. Read and accept the 'Terms and Conditions' and click 'Confirm';
5. You will have to fill in, namely the 'Validation Code', with the PIN that you will have received at that moment via SMS on the mobile phone number you registered;
6. After filling in the Pin, click on 'Start' and your registration will be completed.

Note: to have full access to the App/Personal Area functionalities, you must first physically validate your account in one of our medical clinics

The Personal Area / APP has the following features:

1. Consult future appointments.
2. Check in (only available on the APP), clicking on “Tickets”.
3. See appointments.
4. Cancel or reschedule appointments.
5. Cancel exams.
6. Consult results of clinical analyses and exams.
7. Check the status of your online appointments’ requests.
8. See information about collection units and medical clinics (website and APP).
9. Access your invoices.
10. Change personal data.
11. Add descendants, thus extending every feature to them.
12. Add fingerprint authentication (only available on the APP).
13. Request a contact.

Through the site:

1. At the top of the page, in the navigation bar, find the option Make an appointment and then choose consultations.
2. Log in to your Personal Area.
3. In the menu on the left, choose the Appointments option, following all the steps.

Through our APP:

1. Access your Personal Area by logging in to the APP.
2. Choose the option Appointments from the left-side menu and follow the steps.

On the website:

1. Access your Personal Area.
2. You will see the records of all your appointments. To confirm future appointments, select Upcoming Dates.

In the APP:

1. Access your Personal Area through your mobile APP.
2. Choose the agenda option on the left menu.
3. Upcoming appointments will be displayed automatically.

The check-in option is only available on the APP.

1. Access the APP on your mobile phone and log in.
2. In the menu on the left, choose the Tickets option.
3. You will see the appointments on that same day.

Note: The check-in option may not be available for all clinics. This option is available 1 hour prior to the appointment.

After checking in, wait in the waiting room for the call.

On the website:

1. Access your Personal Area.
2. You will see the records of all your appointments. To confirm future appointments, select Upcoming Dates.
3. Select the desired appointment and the options Cancel or Reschedule will appear. Choose the desired option and follow the steps until you complete the rescheduling / cancellation.

In the APP:

1. Access your Personal Area. Choose the option Agenda.
2. Upcoming appointments will be displayed automatically.
3. Select the medical procedure to reschedule and the options Cancel or Reschedule will appear. Choose the desired option and follow the steps until you complete the rescheduling / cancellation.

Note: For exams, only the cancellation option is available.

It is possible to obtain the presence statement in “My information> Episode history > consultations or exams > download the presence statement”.

- Through the website:

1. At the top of the page, on the navigation bar, click on Personal Area and Appointments;
2. Click on 'Forgot your password?’
3. Enter your username / email address and click 'Next';
4. You will have 3 fields to fill in, namely 'PIN', 'Password' and 'Re-type Password';
5. In the 'PIN' field, you should put the PIN you have just received, via SMS, on the mobile phone number of your registration;
6. In the second field, 'Password', you should define your own personal and untransferable password;
7. In the third field, 'Re-type Password', you should confirm the password you are creating;
8. After all three fields are filled, click on 'Next'.

- Through the website:

1. At the top of the page, on the navigation bar, click on 'Personal Area and Appointments';
2. On the menu, on the left, choose the option 'Configurations';
3. Fill in the 3 fields, respectively, with: 'Current password', 'New password' and repeat the new password chosen;
4. Click 'Save'.

By accessing your 'Personal Area', you can update some of the data in your file.

- On the site:

1. At the top of the page, in the navigation bar, click on Personal Area and Appointments;
2. Click on your name and choose the element of the household where you want to make the change;
3. Make the change/update, in the desired field, and click 'Save';
4. The change request will be sent to our services, so that it can be visible and updated in your file.

- In the APP:

1. Access the APP, on the mobile phone, and choose the option 'Information' in the menu on the left;
2. Choose the option 'Contact Request' and indicate the subject for which you wish to be contacted - 'Change of data';
3. Indicate the data you wish to change and the contact method and select the 'Send' option;
4. The change request will be sent to our services, so that it can be visible and updated in your file;
5. It is also possible to change the name through the 'My Information' option, by selecting the 'Edit' option.

On the website:

1. Access your Personal Area and click on your name.
2. Select the Add descendant option.
3. Fill in the form with your descendant's data and click Save.
4. You will have restricted access to your descendant and make appointments for now. In person, at one of our receptions, you can request to unlock the remaining options, presenting the respective documentation.

APP:

1. Access the APP on your mobile phone.
2. In the options bar on the left, choose the option My data.
3. Choose the Add descendant option.
4. Fill in the form with your descendant's data and click Save.
5. You will have restricted access to your descendant and make appointments for now. In person, at one of our receptions, you can request to unlock the remaining options, presenting the respective documentation.

Your descendant may be associated in your Personal Area up to the age of 18, and the association will automatically cease when reaching that age.

At that time, your descendant should create its own Personal Area.

Your descendants' features are available as if they were your own. At the beginning of each appointment, choose who the appointment is for. I you want to filter the activity of just one of your family members, access "My data" in the left-hand menu, then "Manage Accounts" and select the name of the person.

It is not possible to associate ascending relatives to your Personal Area. The Personal Area must be created in their own behalf.

Gastroenterology results, and digitalised documents from cardiology, imaging, clinical pathology and cardiology.

On the website:

1. Access your Personal Area
2. Click the left side menu, and select "My Information”.
3. Access "Clinical Results" and select the exam.
4. If you just want to access the "Report", just click this option.
5. If you want to access "Image Results", click the option "Request Medical Images”.
6. Select "Yes" on the option “receive the result by email”, enter your email, then click send.
7. Your request will be automatically registered, and, within a maximum of 15 minutes, you will receive a notification with the results.

In the APP:

1. Access your Personal Area.
2. Click the left side menu of the screen and select "My Data”.
3. Access Clinical Results and select the exam you want to view.
4. If you just want to access the Report, just click on this option.
5. If you want to access the Image Results, click on the Request Medical Images option;
6. Select “Yes” on the option “receive the result by email”, enter your email, then click send.
7. Your request will be automatically registered, and, within a maximum of 15 minutes, you will receive a notification with the results.

Note: when the images are ready for the user to download, the user will automatically receive a notification in the APP. This step must be done on a computer, as mobile phones do not support this type of file download.

If you cannot access the images of your exams on the MAC (Apple), you should first download the following viewer: https://apps.apple.com/us/app/osirix-hd/id419227089. 

On the website:

1. Access your Personal Area.
2. In the options bar on the left, choose "My Information”.
3. Select the "Invoices" option.
4. Select the option "Paid Invoices" or "Unpaid Invoices".
5. Click the desired invoice to view the document.

In the APP:

1. Access your Personal Area/APP.
2. In the options bar on the left, choose “My Information”.
3. Select the “Invoices” option.
4. Select the option “Paid Invoices” or “Unpaid Invoices”.
5. Click the desired invoice to view the document.

On the website:

1. Access your Personal Area.
2. In the options bar, on the left, choose "My Information”.
3. Select the "Invoices" option.
4. Choose the option "Paid Invoices" or "Unpaid Invoices".
5. Click on the desired invoice to view the document.

In the APP:

1. Access your Personal Area/APP.
2. In the options bar, on the left, choose the option “My information”.
3. Select the “Invoices” option.
4. Select the option “Paid Invoices” or “Unpaid Invoices”.
5. Click on the desired invoice to view the document.

1. Access your Personal Area/APP.
2. On the left options bar, choose the Invoices option.
3. Select the Unpaid Invoices option.
4. Click on the desired invoice to view the document.
5. In the lower left corner of the document, find the Multibanco entity, reference, and amount to make the payment.

Although the ATM references are not valid, Joaquim Chaves Saúde has a collection policy, so you should settle your invoice as soon as possible.

1. Go to your 'Personal Area'/APP;
2. On the options bar on the left, choose the option 'My Data';
3. Select the option 'Invoices';
4. Select the option 'Invoices and Debt';
5. Click on the desired invoice, in order to view the document;
6. In the lower left corner of the document, you will have information about the entity, reference and amount, which you should use to make the respective payment.

Through the website:

1. At the top of the page, find the option Schedule and then choose Consultations.
2. Log in to your Personal Area.
3. In the menu on the left, choose the Appointments option, and follow the steps.

Through our APP:

1. Access your Personal Area by logging in to the APP.
2. In the menu on the left, choose the option Schedule, and follow the steps.

If your child is a minor, you can add them to your Personal Area/APP and make the corresponding appointment.

See also the following questions on the Personal Area / APP topics:
How do I register in the Personal Area
How can I add descendants in my Personal Area
How can I make appointments through my APP | Personal Area

On the website:

1 - Access your Personal Area.
2 - Your scheduled appointments will appear. To confirm future appointments, select Upcoming Dates.

In the APP:
1 - Access the Personal Area through your mobile APP.
2 - Choose the agenda option on the menu on the left.
3 - Upcoming appointments will be displayed.

On the website:

1 - Access your Personal Area.
2 - Your upcoming appointments will be displayed. To confirm future appointments, select Upcoming Dates.
3 - Select the desired appointment and the options Cancel or Reschedule will appear. Choose the desired option and follow the steps until you complete the rescheduling / cancellation.

In the APP:
1 - Access your Personal Area. Choose the option Agenda.
2 - Upcoming appointments will be automatically displayed.
3 - Select the medical procedure to reschedule and the options Cancel or Reschedule will appear. Choose the desired option and follow the steps until you complete the rescheduling / cancellation.

Note: For exams only the cancellation option is available.

Whenever you make an appointment at one of our Clinics, you will receive an email with the details of the appointment.

If you have our APP, access future appointments on the left side tab under Agenda.

As long as your mobile phone number is in your file, you will receive an SMS with a reminder of your appointment within the two days prior to the appointment, with the date, time and clinic.

You can check in for your appointment in two ways:

If you received a check-in code via SMS:

1. Go to the check-in kiosk and choose the PIN code option on the left of the screen.
2. Enter the code you received by SMS and then choose the desired medical procedure that will appear on the screen.
3. Remove the ticket and check if you should wait at the counter, or if you should wait directly at the office.

Automatic Check-in through the APP.

1. Access the APP on your mobile phone and log in;
2. In the menu on the left, choose the option 'Waiting tickets';
3. The bookings you have for the day will appear;
4. After checking-in, the client should wait in the waiting room for the call, directly to the appointment office.

Note: The check-in option may not be available for all clinics. It is only allowed for consultation type acts and can only be done within 1 hour before the appointment time.

On the website:

1. Choose Clinics and then Medical Clinics.
2. Select the desired clinic and you will see the existing specialties listed.

In the APP:

1. Access your Personal Area through the APP.
2. On the left menu, choose the option Units / Medical Clinics.
3. Select the desired clinic and then choose specialties and Clinical Areas.

1. On the website, choose the option/tab Schedule > Medical Exams.
2. Select the desired option in Exams, then the desired Exam Type.
3. In the Unit field, select the clinics where the exam is performed.
4. If you want to be contacted later, fill in the remaining fields and click Book an exam.

- In APP:

1. Access the APP, through your mobile phone;
2. On the left-hand menu, choose the 'Units' option;
3. Select the clinic of interest and then choose 'Exams';
4. If you wish to request an appointment so that you can be contacted later, fill in the remaining fields and click on ‘Book an exam’.

You must arrive at our clinics at least 15 minutes before your exam, to guarantee the admission process in advance.

Bring your prescription, and your insurance card or health subsystem (if applicable). Otherwise, you will not be able to perform the exam.

We have several exams that require previous preparations and, some of them, require specific care. We suggest, therefore, that you speak directly to us and ask us about your doubt, through our general number 214 124 300.

Gastroenterology results, digitalised documents from cardiology, imaging, clinical pathology, and cardiology.

The scheduled delivery date of your exam will be indicated after its conclusion.

Imaging, Gastroenterology, Cardiology and clinical analysis exams, can be consulted in:

- On the website:

1. choose the Personal Area
2. Select the option 'Episode History'.

- APP:

1. Access the APP, through the mobile phone;
2. On the menu, on the left, choose the option 'My Information';
3. Then select 'Clinical results'.
4. If you do not yet have our App, find out how to join, in the questions tab for the App.

Note: This option is only available if you have full access to the functionalities of the App / Personal Area. To do this, you must first physically validate your account in one of our medical clinics.

Yes, we have an inpatient service at Carcavelos Surgical Clinic, but only in the postoperative period, whenever it is performed in our operating rooms. JCS does not have medical internment, nor Palliative Care.

Yes, you can receive visitors. Visits require prior appointment at the Surgical Office or with the Internment, and are available from 11:00 am - 2:00 pm and 5:00 pm - 8:00 pm.

The following rules must also be observed:

1. Visitors must present a negative PCR test, carried out in the last 72 hours or an antigen test, carried out in the last 48 hours, or a recovery certificate.
2. Visits should be kept under 1 hour and only in one of the periods (morning or afternoon).
3. During the entire hospitalization, each patient can only receive 1 visitor.

Visitors must wear a mask during the visit and disinfect their hands upon entering the room.

Escorts are not allowed during the night, with the exception of paediatric hospitalisations. However, in situations of special needs, this may be allowed if the service management allows it.

In Pediatric Hospitalizations, one visitor is allowed during the entire Hospitalization.

Visitation costs depend on the insurer. Depending on the minor's age, some insurers may or may not pay for the visitors daily rate. The rules established for visitors also apply.

You must bring with you:

- Necessary personal products and objects (such as glasses, hearing and dental prostheses, among others).
- Identification documents (passport, identity card or other).
- Insurance beneficiary or health subsystem card.

Two days before surgery, a preoperative nursing consultation will clarify every procedure prior to surgery.

On the day of the surgery, go to the Surgical Office, on Floor 0.

After the surgery, and when you are in your room and recovered from the anesthesia, you can contact your family through:
- The phone in the room.
- Your personal cell phone.

The Clinic sends an SMS to inform family members through the mobile phone number indicated at check-in, when the surgery starts and ends.

For information about a hospitalized patient, call:
214 569 793 - between 12:00 pm to 3:00 pm and from 5:00 pm to 7:00 pm.

Information about hospitalized patients is only transmitted to family members or friends who are referenced at the clinic for this purpose.

After medical discharge, follow-up is carried out for a maximum of 72 hours. Our team will follow-up call within 30 days to check your progress.

The post-operative consultation is included in the surgery.

After these acts, each procedure will be charged separately.

We do not have a maternity ward in any of our Clinics. However, we offer several pregnancy follow-up services, such as Obstetrics Consultations and Obstetric Ultrasounds.

On our website, write the name of the desired doctor in the search field, or choose the Clinical team tab. Select the desired specialty to access the list of our health professionals with their names and specialties.

On our website, choose the Clinical Team tab. Then select the specialty and, finally, select the desired doctor. Alternatively, use the free text field and search for the doctor's name.

Note: The list may not apply to every clinic where medical procedures are carried out.