Information on Telemedicine — Limits of Remote Treatment and Emergencies

This summary in plain language is non-binding. It is only meant to provide an overview. Only the following text is binding.

Via Love Your Life, you can reach doctors by video, with a written report or with a short response. This does not replace an examination in person.

The doctor decides independently and is responsible for every medical statement. Love Your Life organises and accompanies, but does not treat.

A short response only states whether your case can be accepted. It is neither a diagnosis nor a report.

In the video call, an AI interpreter can translate if you agree. Machine translation can make mistakes. Ask if anything is unclear.

An AI summary of the conversation is only available if you and the doctor agree. Sound and image are never stored.

Love Your Life is not an emergency service. In an emergency, call the emergency number immediately, in Germany and in the European Union 112.

This information explains the possibilities and limits of the telemedical services organised via the platform “Love Your Life”, a brand of BGGI GmbH, Rostocker Straße 43, 53117 Bonn (“BGGI”).

It supplements the General Terms and Conditions and the Use and Service Agreement for patients. The rights and obligations of the parties involved arise from these contracts and from the treatment contract with the doctor.

Video consultations, written medical reports and short responses from doctors via the platform serve the purpose of advice, a second opinion and the preparation of a treatment. They do not replace a physical examination or treatment in person.

The medical assessment is based exclusively on the documents and information you provide. Incomplete or outdated documents can considerably limit its informative value.

The doctors act on their own responsibility and in accordance with the professional law of the country in which they are licensed to practise.

BGGI organises and accompanies; BGGI does not treat. The doctors alone are responsible for medical assessments, responses, reports, advice and treatment; BGGI does not vouch for their content.

The own obligations of BGGI in organisation and support and the liability of BGGI are governed by § 38 of the General Terms and Conditions and § 27 of the Use and Service Agreement.

If, when submitting a case, you choose submission with a short response, a doctor in the region looks at your documents and only states whether he or she can accept your case. A brief assessment of how to proceed may be added. The response appears in your portal as soon as BGGI has released it; BGGI does not review its content medically.

The short response is not a medical report, not a diagnosis, not a second opinion and not a cost estimate. It is based only on your documents and information and does not replace an examination or medical advice.

You decide in the portal how to proceed, for example with a written report, a video call or a cost estimate. If you would like a detailed medical assessment, choose a written report or a video call.

Remote treatment is not suitable in particular for acute emergencies, for conditions with rapid deterioration, for the prescription of narcotics and for diagnoses that necessarily require a physical examination or instrument-based diagnostics in person.

The treating doctor decides in the individual case whether remote treatment is medically justifiable and discontinues it if an in-person consultation is required; the standard is § 7 para. 4 of the Model Professional Code for Doctors (Musterberufsordnung) or the corresponding rule of the country of licensure.

AI-supported preliminary analyses on the platform are not a medical diagnosis. Employees of BGGI review their results; this review is organisational and not a medical evaluation.

Machine-generated summaries of video calls and answers of the AI assistant in the chat are not medical statements. BGGI gives no warranty for their completeness and accuracy. This exclusion of warranty does not affect the liability of BGGI for the breach of its own obligations under the clauses named in § 3 para. 3; in the event of intent and gross negligence and in the event of damage resulting from injury to life, body or health, BGGI is in any case liable in accordance with the statutory rules.

If you and the doctor do not speak the same language, an AI interpreter can be used in the video call, provided that you have booked it and expressly agreed to it in advance. It translates section by section, reproduces the translation as a voice and shows the original and the translation as subtitles.

The AI interpreter can additionally appear as an artificially generated face (Digital Human). This face is not a real person and is labelled as AI-generated; it only speaks the translation. Your conversation partner is always the doctor.

Machine interpreting can contain errors and is not certified. For medically significant statements, in particular on diagnosis, information for consent, consent and medication, ask if anything is unclear, and in case of doubt ask for a human interpreter. The doctor decides whether communication via the AI interpreter is sufficient in the individual case.

You can revoke your consent at any time with effect for the future. The conversation then continues without the AI interpreter, or a human interpreter is called in.

If a personal interpreter is called in for the video consultation, BGGI sends requests, regardless of location, only to persons who speak both your language and the language of the doctor; the AI interpreter then remains switched off.

After a video call, an AI creates a summary, namely one for you and one for the doctor, each in their own language, even if a human interpreter took part. It appears in the respective portal with your case and is included in the appointment at no additional cost.

For this purpose, what is said in the conversation is transcribed; only the recognised text is stored, in encrypted form, neither sound nor image. This only happens if you and the doctor have each agreed with yes before the start. The question is asked in one step together with the consent to the AI interpreter. If one side does not agree, nothing is transcribed and no summary is created. If further persons take part, their consent is also obtained.

The summary is a memory aid. It is not medical documentation, not a finding and not a therapy suggestion, may contain errors or gaps and is labelled as machine-generated. What is authoritative is what the doctor said in the conversation or communicated in writing. If anything is unclear, contact the doctor via the platform.

Image and sound of the video call are never stored. The transcript is deleted as soon as the summaries have been created, after seven days at the latest. Details on storage, deletion and revocation are set out in § 33 of the General Terms and Conditions, in the consent to the processing of health data and in the Privacy Policy.

Love Your Life is not an emergency service. In the case of acute, life-threatening symptoms, for example chest pain, shortness of breath, signs of paralysis, heavy bleeding or unconsciousness, call the local emergency number immediately; in Germany and in the European Union this is 112.

In urgent but not life-threatening cases, use the medical on-call service of your country; in Germany this is 116 117.

Requests via the platform are not monitored around the clock. A request made does not give rise to a treatment relationship before a doctor has accepted the case. The chat and the AI assistant are not an emergency channel either.

This document is available in 24 languages. Only the German version is binding; the other language versions serve comprehension purposes.