Frequently asked questions

What medical services does Helyos provide?

Helyos is a multidisciplinary centre: consultations in over 40 specialties, surgery, oncology, rehabilitation, diagnostics, laboratory testing and an inpatient department. The full list is in the Directions section and the prices are in the Prices section.

Where are the branches?

The branches are in Dnipro and in Samar. The address, phone number, opening hours and map of each one are on the Contacts page.

How do I choose the right branch?

Go by the service: not every branch offers every specialty. Each service page lists the branches where it is available, and the contact centre will tell you the nearest one where that specialist works.

How do I find a particular branch’s opening hours?

Each branch card on the Contacts page shows its hours. They differ — some branches are open on Saturdays — so check the one you plan to visit.

How do I contact the contact centre?

The contact centre’s phone numbers and e-mail address are at the top of the Contacts page, along with a form for enquiries addressed to the management.

Can I be seen without an appointment?

Appointments are booked in advance, which is how we can guarantee you the doctor’s time without a queue. If you need to be seen urgently, call the contact centre and the administrator will look for the earliest slot that day.

How do I book an appointment?

Three ways: call the contact centre, fill in the “Make an appointment” form on any page of this site, or ask at a branch reception. After a form submission an administrator calls you back to confirm the time.

Can I book online?

Yes. The booking form is on every service page and every doctor’s page: you leave your name and phone number and choose the specialist and branch, and an administrator confirms the exact time.

Do I need a referral from another doctor?

No referral is needed for a consultation at Helyos — you can book a specialist yourself. A referral may be required when an insurer is paying, depending on the terms of your policy.

How do I reschedule or cancel?

Call the contact centre. Please let us know in advance — a freed slot is usually taken straight away by another patient waiting for that specialist.

What if I need to be seen urgently?

Call the contact centre and say that it is urgent. If the condition is life-threatening, do not wait for an appointment — call an ambulance.

What should I bring to my first visit?

Photo ID and, if you have them, the results of previous tests, discharge summaries and a list of the medicines you take. For an insured visit you will also need the policy or the insurer’s guarantee letter.

How do I choose the right specialist?

If you are not sure who to see, describe the problem to the contact centre administrator and they will point you to the right specialty. The Our doctors section lists each doctor’s specialisation, education and experience.

How long does an appointment last?

A first consultation usually takes longer than a follow-up because it includes taking your history and an examination. The administrator will tell you the length of your particular appointment when you book.

Where can I see the cost of consultations and procedures?

In the Prices section, which has a search by service name and filters by category, city and age group. The price is also shown on the page of the service itself.

Can I get a second opinion?

Yes — you can book another doctor in the same specialty. Bring your test results and the opinion you would like reviewed.

Can I have several tests in one visit?

Often yes — say so when you book and the administrator will schedule them one after another on the same day. Some tests cannot be combined in one visit because they require different preparation; you will be offered a workable alternative.

How should I prepare for a first consultation?

Bring any medical documents you already have, and write down the medicines you take and the questions you want to ask. A consultation usually needs no special preparation; if yours does, the administrator will tell you when you book.

How do I prepare for an ultrasound scan?

Preparation depends on the area being scanned and differs between types of ultrasound. The administrator will tell you the exact requirements for your scan when you book — including whether you need to fast and whether your bladder should be full.

Do I need to come fasting?

Some examinations require fasting and some do not. It depends on the specific test, so check when you book — fasting unnecessarily is as inconvenient as forgetting to when it is required.

Do I need a referral for diagnostics?

Most examinations can be booked without a referral. One is needed when an insurer is paying, and for certain tests that a doctor orders on clinical grounds.

How long does an examination take and when are the results ready?

Both the duration and the turnaround depend on the test: some results are handed over straight after the procedure, others need to be reported by a doctor. The administrator will give you the timing for your examination when you book.

Should I bring previous test results?

Yes, if you have them. A comparison with an earlier study is often more informative than the new image on its own, because it shows change over time.

How do I prepare for a blood test?

Requirements differ from test to test, and preparation that was not followed is the most common reason for an unreliable result. The administrator, or the doctor who ordered the tests, will give you the requirements for your particular list.

Can I drink water before a test?

For most blood tests still water is allowed, but tea, coffee and juice are not. Some tests are exceptions, so follow the instructions you are given when you book.

How long do test results take?

It depends on the test: routine ones are usually quicker, more complex assays take longer. The laboratory states the expected turnaround for each item when you give your sample.

How do I get my results?

You will be told how to collect your results when you give your sample. Results are medical information about you, so they are released only to you or to your legal representative.

Can I have tests done without a doctor’s referral?

Yes, most tests can be ordered without a referral. Interpreting the result, though, is a doctor’s job: a single value out of the context of your condition is easy to misread, in the direction of needless alarm as much as false reassurance.

What payment methods are available?

The available methods are listed on the Payment methods page. The terms on which paid services are provided are set out in the public offer contract.

Does Helyos work with insurance companies?

Yes. The centre works with insurers; the partners and how treatment under a policy works are described on the Insurance companies page.

Which insurers does the clinic work with?

The current list is published on the Insurance companies page. If yours is not there, check with the contact centre — the agreements are updated from time to time.

How do I use my insurance policy here?

The usual order is: you contact your assistance service, the insurer issues a guarantee letter, and we then see you under the policy. Bring the policy and photo ID.

Do services have to be agreed with the insurer in advance?

Yes — most programmes require it, and without a guarantee letter the insurer may not cover the visit. Arrange it in advance, especially for diagnostics and procedures.

How do I find out whether my policy covers a particular service?

That is decided by your insurer, not by the clinic: cover depends on your policy. Ask your insurer’s assistance service — they will confirm the service and issue the guarantee letter.

How do I find a branch address?

All the addresses, with maps and phone numbers, are on the Contacts page, which also has a search by branch name.

Is there parking at the branch?

Parking differs from branch to branch. Check with the contact centre before your visit and the administrator will tell you where it is easiest to park at that particular branch.

Are the branches accessible for people with disabilities?

Accessibility differs between branches. Tell the contact centre when you book if you need step-free access or assistance, and they will offer a branch and a time where it is available.

Can I get a consultation by phone?

By phone an administrator will answer practical questions — prices, booking, preparation, documents. A medical opinion requires an examination, so diagnoses and prescriptions are not given over the phone. General medical questions can be asked in the Ask a doctor section.

How do I leave a review or submit a complaint?

You can leave a review on a doctor’s or a service’s page; it is published after moderation. Enquiries, complaints and suggestions for the management go through the form on the Contacts page.