A real answer before you need to write to us.

Urgentis coordinates appointment requests, waiting lists, released slots and administrative exchanges enabled by the practice. The exact scope depends on the modules selected and configured.

No. Urgentis is designed as a coordination layer around the practice’s existing tools. The medical software and electronic patient record remain the healthcare professional’s systems of record.

No. Automated rules concern administrative organisation. Diagnosis, clinical triage, prescribing and any other care decision remain the responsibility of an authorised healthcare professional.

The practice defines administrative criteria, such as request type, availability or preferred timeframe. Urgentis identifies compatible requests and organises proposals according to rules approved by the practice.

That depends on the selected configuration. A review mode lets the practice test rules before allowing live messages and retain control over enabled automations.

The status remains visible to the team. The practice can adjust the criteria, restart an authorised journey or handle the slot according to its usual process.

Yes, depending on the selected plan and configuration. Roles, practitioners, locations, schedules and rules can be organised by establishment or team.

Enabled features remain manageable according to the permissions granted. The exact arrangements for pausing, approving and resuming them are defined during configuration.

Healthcare professionals and staff authorised by the practice. Each account must be personal and linked to a role appropriate to that person’s responsibilities.

Yes, when the practice configures the appropriate permissions and scope. The secretary should only see information needed for their duties.

Yes. The practice can adjust its availability and organisational rules. Integration with a third-party calendar depends on the connector and agreed scope.

Sensitive operations covered by the product are logged. The level of detail, authorised log viewers and retention period are specified in the contractual documentation.

The practice applies roles and the principle of least privilege. It remains responsible for granting, reviewing and withdrawing staff access.

No. An administrative role should only access information required for reception, scheduling and administrative follow-up. Full clinical content must remain restricted to authorised professionals and be defined with the practice.

An authorised administrator must remove access immediately. Offboarding procedures should also cover devices, passwords, authentication factors and any exports.

Urgentis does not replace the practice’s business continuity plan. Behaviour depends on the integration and availability of the services involved; a recovery procedure should be agreed with the team.

Journeys using an individual link can work without an account or app. Some additional services may require verification proportionate to the sensitivity of the information.

The patient sees what is needed to decide: the relevant practice, date, time, response deadline and available choices. The message avoids unnecessarily exposing medical information.

Yes. A proposal is not an obligation. The consequences of declining for the current request must be explained in the journey configured by the practice.

Yes, when this module is enabled. The displayed status must remain understandable and must not be interpreted as a clinical decision.

Only items the practitioner chooses to share through a secure channel. Urgentis does not create prescriptions: a lawful electronic prescription remains issued by the prescriber through the official system, including Recip-e.

The practice can enable an administrative channel. Clinical messaging requires separate validation covering authentication, confidentiality, continuity of response and appropriate inclusion in the record. It must never be presented as an emergency channel.

The healthcare professional arranges access or a copy in accordance with patient rights. In Belgium, the request should generally be fulfilled within fifteen days, subject to statutory procedures and exceptions.

The actual patient record follows statutory healthcare retention periods: at least thirty and no more than fifty years after the last contact. This does not automatically apply to every appointment, technical log or commercial record, each of which needs its own justified retention period.

Urgentis is not an emergency service. Patients must follow the practice’s instructions and contact the appropriate emergency services when necessary.

They should first contact the practice, which is generally the controller for care and coordination data. Urgentis assists it as a processor where that role applies.

Solo is intended for one doctor working independently. Team is suitable for several practitioners or a small organisation. Multi-site organisations and specific requirements are handled through a tailored quote.

Unless stated otherwise, prices for professional customers are shown excluding VAT. The order summary specifies the price, billing frequency and applicable taxes.

Yes. A gradual rollout limits organisational change and allows the rules to be validated before expansion.

Timing depends on the data to configure, roles, integrations and practice approvals. The schedule is confirmed in the order form or deployment plan.

People who use or administer the service must receive training suited to their role. A short pilot also helps document internal procedures.

The organisation can move to a different plan or scope. Pricing and technical consequences are confirmed before the change.

Urgentis makes queues, appointments, desks and next steps visible to reduce unnecessary redirection and help teams coordinate reception.

No. A pilot can be limited to one service, building or defined journey, with success criteria agreed before expansion.

Depending on the configuration: volumes, wait times, workload by service, appointments, abandonment and operational activity. Indicators must be interpreted in context and not used alone to assess an individual employee.

No. It coordinates reception and can interface with selected systems when the scope, security and legal basis have been validated.

The municipality. Urgentis executes documented administrative rules; exceptions and decisions belonging to the public authority remain with authorised people.

Not autonomously. An individual decision must remain attributable to the competent authority, based on law and facts, reviewable and properly reasoned. The product can support a workflow without replacing the lawful decision-maker.

Yes, depending on the chosen architecture. Services, desks, roles and reports can be separated while remaining coordinated at the authorised level.

The municipality must define proportionate purposes, limit individual data, inform workers and consult the appropriate bodies where employment law or internal rules require it.

That depends on value, duration, the contracting authority and the applicable purchasing framework. The municipality should have its legal or procurement team validate the procedure before any commitment.

Some items may fall under public archive or sector-specific retention rules. The municipality must classify each record series, its retention period and final disposition; Urgentis should not apply uniform irreversible deletion without validated instructions and a proper framework.

No. The organisation is provisioned and professional access is granted by authorised people according to internal responsibilities.

Only the context needed for their duties: service, status, next action and information included in the journey. Permissions can vary by role.

Yes, if the action is included in their role and the configured journey. The transfer must remain traceable and understandable to the citizen.

Queue and appointment journeys can work through a ticket or individual link without a standard account. Additional verification may be required for a sensitive procedure.

The municipality must retain an accessible alternative, such as in-person reception, a kiosk, printed ticket or suitable display. A digital channel must not become the only way to access the public service.

Urgentis supports multilingual journeys. The municipality remains responsible for applying its language obligations and approving published content.

The municipality defines the rule: retain or reschedule the appointment, issue a new ticket or provide personal guidance. It must be explained clearly in the journey.

The journey can provide a help or reporting channel. For an administrative decision or file content, the citizen must contact the competent municipal service.

The municipality describes the current journey, selects a scope, appoints owners, validates the necessary data and agrees on indicators and a schedule.

Yes, some journeys can start independently. Any duplicate entry, limitation or difference from systems of record must nevertheless be documented.

Integration is possible when the identity provider, purpose, assurance level, agreement and legal basis have been validated. It should not be assumed to be active for every journey.

Yes, if the data is available in a usable format and its quality has been checked. The municipality always validates the configuration before launch.

The deployment plan must define contacts, fallback modes, information for staff and citizens, recovery and contractual service levels.

The correct channel, commitment references and invoice format are agreed with the municipality. Where B2G rules require it, a structured invoice must use the designated network or platform, including Peppol.

The agreement and data processing agreement must specify portability arrangements, formats, timing, assistance and deletion.

Public interfaces must be designed and tested against applicable requirements. Actual compliance must be assessed for the deployed scope and accompanied by an accessibility statement where required by law.

For journeys operated on behalf of a practice or municipality, the customer organisation generally determines the purposes and acts as controller; Urgentis generally acts as processor. Urgentis has a separate role for its own processing, such as commercial administration, as described in the privacy policy.

Yes, where Urgentis processes data for the customer. The DPA must specify the subject matter, instructions, security, subprocessors, assistance, audits, portability and deletion.

The categories depend on the journey. The principle is to process only information needed for coordination, security, support and documented contractual obligations.

Some Practice journeys may involve health data. Processing requires enhanced safeguards, clear instructions from the controller and an appropriate legal basis.

Applicable hosting and processing locations are described in the contractual documentation and subprocessor list. Any transfers outside the European Economic Area must be identified and appropriately safeguarded.

Through personal accounts, roles, appropriate authentication controls, logging and organisational measures. The customer organisation must also manage devices and staff departures correctly.

Periods vary by purpose, customer instructions and applicable obligations. They must be published or agreed contractually; personal data should not be retained indefinitely by default.

Urgentis follows an incident procedure and informs the affected customer in accordance with the DPA. The controller then assesses notifications to the authority and individuals within the statutory time limits.

It may be, particularly for health data, systematic monitoring or high-risk public-sector processing. The controller decides and documents the assessment; Urgentis provides relevant information about its service.

Urgentis must assess this separately against its actual activities. Municipalities must have a DPO; that does not remove Urgentis’s own duty to assess. A general privacy contact must not be presented as a DPO without a valid appointment.

Not automatically because it is a SaaS. Scope depends in particular on the service actually provided, sector, size and Belgian rules. Even outside direct scope, public-sector or healthcare customers may impose supply-chain requirements.

It should not be used by default. Access and use require specific authorisation or a legal basis, as well as demonstrated necessity. Receiving an attribute through eID or itsme does not automatically authorise its retention.

No such use should be assumed. Any potential use would require a clearly documented purpose, role, legal basis, information and safeguards before activation.

The individual contacts the organisation providing the service or, for Urgentis’s own processing, the contact point in the privacy policy. Identity may be verified proportionately.

The cookie policy describes the trackers actually used and their purpose. Trackers that are not strictly necessary may only be enabled following a valid user choice where required by law.

Depending on the context: order form, sales terms, terms of use, DPA, privacy policy, security measures, subprocessor list, SLA and portability plan.

Only the service level written into the agreement is binding. It should define measurement, exclusions, maintenance, incident priorities and any remedies.

Channels, opening hours and response times depend on the plan. A security incident or critical outage must use the priority channel stated in the agreement.

The practice, professional or public authority remains responsible for the medical, administrative and organisational decisions that belong to it. Urgentis provides the tool within the contractual scope.

Term, renewal, notice and termination conditions are specified in the applicable offer and contractual terms.

The customer chooses return or deletion in accordance with the agreement, subject to legal obligations. Copies and backups follow a documented schedule.

Potentially. Since September 2025, the Data Act has regulated certain barriers to switching data processing services. The agreement must describe the applicable procedures, formats, timing, assistance and any exit charges.

The legal centre presents the public documents. For a customer, the signed agreement and its schedules prevail where they contain specific provisions.

No. They explain the general operation. Each organisation should have its own advisers validate its obligations, procurement, legal bases and procedures.