Frequently asked questions
Quick answers to our patients' most common questions.
What are your opening hours?
At our main location (Calle 19), Monday to Friday, 7:00 a.m. to 6:00 p.m., and Saturday, 8:00 a.m. to 11:00 a.m. At location 2 (cath lab), Monday to Friday, 8:00 a.m. to 12:00 p.m. All times are Colombia time. We are closed on Colombian public holidays.
When can I book an appointment?
In person at our main location, Monday to Friday, 7:00 a.m. to 6:00 p.m., and Saturday, 8:00 a.m. to 11:00 a.m. Through the call center, Monday to Friday, 7:00 a.m. to 7:00 p.m., and Saturday, 8:00 a.m. to 2:00 p.m.
What do I need to book an appointment?
It depends on your coverage. In general: a medical order, authorization from your health plan or insurer, ID and medical records. See the details in booking an appointment.
How can I book?
On WhatsApp at +57 320 936 2904, by phone, in the patient portal, by email to [email protected], in person, or by direct message on Facebook and Instagram.
Who receives priority service?
We give priority service to children, pregnant women, people with disabilities, older adults (60 and over) and veterans of Colombia’s armed forces and police, as required by Decree-Law 019 of 2012 (article 13) and External Circular 004 of 2015 of the National Health Superintendency. If you or the person you are with belongs to one of these groups, let us know when you arrive.
How do I get my results?
In the patient portal, from anywhere with an internet connection.
Can I request a copy of my medical records by email?
Yes. Write to [email protected] with the completed and signed request form and the documents listed in the requirements. You can receive the copy on paper or by email.
Can someone else pick up my results or medical records?
Yes, with an authorization letter signed by you and that person, and a copy of your ID. Medical records are confidential (Resolution 1995 of 1999); without authorization we cannot release them.
Where can I file a petition, complaint, suggestion or compliment?
Use the feedback form (in Spanish), the suggestion boxes in our waiting rooms, or speak in person with the patient services (SIAU) coordinator. For compliments, we also keep an experiences book.
How can I rate the care I received?
Fill in our satisfaction survey (in Spanish). Your answers help us measure and improve the quality of our service.
Need an appointment?
Book online or message us on WhatsApp. We reply during opening hours.