Frequently Asked Questions

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Who is eligible to provide healthcare services to the GHS?
The HIO concludes contracts for the provision of healthcare services with natural or legal persons of private or public law or the associations of these or the state healthcare services that comply with the provisions of the current Law, and the Regulations, internal regulations and Decisions issued in virtue of the Law.  These persons shall be referred to as the healthcare providers.
 
Natural persons who are enrolled in the GHS may provide healthcare services on behalf of a provider that has a contract with the HIO.  These persons shall be referred to as healthcare professionals.
 
The form (natural person, legal person, association etc.) in which the applicant chooses to provide healthcare services to the GHS must comply with the relevant Laws of the Republic for the provision of the said services.  Where this is not the case, the Health Insurance Organisation reserves the right to reject the request at the time of its consideration.
GHS Enrolment Process for Healthcare Professionals for the provision of healthcare services
A person wishing to enrol with the GHS for the provision of healthcare services must comply with the provisions of the Law, the Regulations, the internal regulations and the Decisions.  The GHS enrolment process is described in the separate Regulations for each service.
 
All interested parties must fill in and submit via the Provider Portal a request to be enrolled with the GHS for the specific service they wish to provide (a separate request must be submitted for each type of service).  Subsequently, they must print, sign and send by post to the HIO the enrolment request they had submitted online via the Provider Portal attaching original or certified copies of the supporting documents set out in the request form.
 
In case the request is approved the HIO shall inform the applicant and then it may ask the applicant to present themselves for identification and to complete the enrolment process.
 
In case the request is rejected the HIO shall inform the applicant duly justifying the reason/s for the rejection.
HIO and Healthcare Providers Contracting Process
A person wishing to conclude a contract with the HIO for the provision of healthcare services within the GHS framework must comply with the provisions of the Law, the Regulations, the internal regulations and the Decisions.
 
In order for the interested person to proceed with the request to conclude a contract they must first complete their enrolment with the GHS via the Provider Portal for the specific service they wish to provide.
 
All interested parties may request to conclude a contract with the HIO via the Provider Portal by filling in and submitting the relevant request for the specific service. Subsequently, they must print, sign and send by post to the HIO the contracting request they had submitted online via the Provider Portal attaching original or certified copies of the supporting documents set out in the request form.
 
In case the request is approved the HIO shall inform the applicant and then it may ask the applicant to present themselves for identification and to complete the enrolment process.
 
In case the request is rejected the HIO shall inform the applicant duly justifying the reason/s for the rejection.
For which healthcare services can I enrol as a healthcare professional in the 1st stage?
  • Personal Doctor (PD) healthcare services – as a PD for children and/or as a PD for Adults
  • Outpatient Specialist (OS) healthcare services – as an OS for one or more of the 34 specialties and specialisations covered by the GHS
  • Laboratory tests – as a Manager of a clinical laboratory for one or more of the 5 specialties covered by the GHS or as laboratory scientific staff
  • Pharmaceutical products, medical devices and medical supplies – as a pharmacist
For which healthcare services can I conclude a contract with the HIO in the 1st stage?
  • Personal Doctor Healthcare Services (PD)
  • Outpatient Specialist Healthcare Services (OS)
  • Laboratory tests
  • Pharmaceutical products, medical devices and medical supplies
Which entities can conclude a contract with the GHS?
According to the General Healthcare System Laws of 2001 to 2017 these entities are:
  • Legal persons governed by private law
  • Legal persons governed by public law
  • Partnerships registered with the Companies Registrar
  • Partnerships non-registered with the Companies Registrar
  • Associations of natural persons
  • Associations of legal persons
  • Associations of natural and legal persons
  • State healthcare services
Which steps must I follow to enrol as a healthcare professional in the GHS?
  1. Access the HIO official website (www.gesy.org.cy)  
  2. Create and activate an account for access to the Provider Portal
  3. Access and log in using the access account in the Provider Portal
  4. Enrol as a GHS beneficiary in the Provider Portal (if you haven’t previously enrolled as a beneficiary)
  5. Fill in the request to enrol as a healthcare professional (depending on the category of services
  6. Submit the request online
  7. Print and sign the submitted enrolment request
  8. Prepare the required supporting documents that may either be original or certified copies depending on the healthcare services category for which you are applying:
  • Copy of a valid Identification Document (ID Card or Alien Registration Certificate (ARC))
  • Copy of a Registration Certificate in an official body, e.g. Cyprus Medical Registry, Cyprus Pharmacists Registry, Clinical Laboratories Registration Council
  • Copy of a Certificate certifying a Medical Specialty/Specialisation (only for Doctors)
  • Copy of a valid Annual Medical Licence  (only for Doctors)
  • Utility bill (EAC, Water Board or landline telephone bill) that confirms the contact address
Attach all required supporting documents to the printed request and send it to the Health Insurance Organisation
Which steps must I follow to conclude a contract as a natural person with the GHS?
  1. Access the HIO official website (www.gesy.org.cy
  2. Create and activate an account for access to the Provider Portal
  3. Access and log in using the access account in the Provider Portal
  4. Enrol as a GHS beneficiary in the Provider Portal (if you haven’t previously enrolled as a beneficiary)
  5. Fill in the request to conclude a contract (select the healthcare services category)
  6. Submit the request online
  7. Print and sign the submitted request to conclude a contract
  8. Prepare the required supporting documents that may either be original or certified copies depending on the healthcare services category for which you are applying:
  • Valid Identification Document (ID Card or Alien Registration Certificate (ARC))
  • Registration Certificate in an official body, e.g. Cyprus Medical Registry, Cyprus Pharmacists Registry, Clinical Laboratories Registration Council
  • Certificate certifying a Medical Specialty/Specialisation (only for Doctors)
  • Copy of a valid Annual Medical Licence  (only for Doctors)
  • Utility bill (EAC, Water Board or landline telephone bill) that confirms the contact address
  • Utility bill (EAC, Water Board or landline telephone bill) that confirms the address of the facility where the healthcare services shall be provided
  • Professional Liability Insurance
  • Certificate issued by a licensed credit institution that confirms the bank account data
 
Attach all required supporting documents to the printed request and send it to the Health Insurance Organisation
Which steps must I follow to conclude a contract with the HIO as a legal person governed by private or public law, a partnership, an association or state healthcare services (entity) in the GHS?
It is noted that the request to conclude a contract on behalf of an entity shall be submitted by a natural person that shall automatically be determined as the “information technology system administrator” of the applicant-provider.  This person must be duly authorised by the entity.
 
  • Access the official HIO Website (www.gesy.org.cy)
  • Create and activate an account for access to the Provider Portal
  • Access and log in by using the access account in the Provider Portal
  • Enrol as a GHS beneficiary in the Provider Portal (if you haven’t previously enrolled as a beneficiary)
  • Fill in the request to conclude a contract (select the form of entity and the healthcare services category)
Please note that a requirement for the submission of a request to conclude a contract on behalf of an entity is to state at least one healthcare professional who is enrolled in the GHS in the healthcare services category for which the applicant is requesting the contract.
  • Submit the request online
  • Print the request to conclude a contract that was submitted online and have it signed by a signatory who has been authorised by the applicant (it may be the same or a different natural person than the “information technology system administrator”)
  • Prepare the required supporting documents that may either be original or certified copies depending on the form of entity and the healthcare services category for which you are applying (see question 12).
  • Attach all required supporting documents to the printed request and send it to the Health Insurance Organisation
What do I need in order to submit an enrolment request or a request to conclude a contract as a natural person or entity in the GHS?
  • Internet access
  • E-mail account
  • Mobile phone
  • Printer
  • Specific supporting documents depending on the healthcare services category you will select and the form in which you shall submit the request (natural person or entity)
Where should I mail my request to enrol/conclude a contract?
HEALTH INSURANCE ORGANISATION
P.O. Box 26765
1641 Nicosia, Cyprus
Which are the required supporting documents for a natural person or entity depending on the healthcare services category?
Is there any other place where I can find the list of supporting documents?
The list of supporting documents is printed on the back of the request to enrol/conclude a contract after it is submitted online and printed.
Who can submit a request on behalf of an entity?
Any natural person that the applicant (i.e. the entity) wishes to appoint, provided that this natural person is a GHS beneficiary and is authorised to submit the online request.  It could be for example an accountant or even the manager of the entity (if any).  Due to the fact that the person submitting the request is automatically determined as the “information technology system administrator” of the applicant and because the IT system administrator of the applicant shall administer the applicant’s account in the Provider Portal this person must have an authorisation by the applicant.  The “IT system administrator” may change after a relevant request to the HIO.
Who is the “Information Technology System Administrator” and what does he/she do?
The “IT system administrator” of an applicant is the person who submits the request online on behalf of the applicant and the person who shall administer the applicant’s account in the Provider Portal.  Among other things, the system administrator of a provider receives notifications from the system about all things that concern the provider, may request to change data, manages the staff that provides services on behalf of the provider to the GHS as well as the support staff (e.g. secretaries), reviews the claims paid by the HIO and other.
Who can sign the request on behalf of an entity?
The request to conclude a contract on behalf of an entity is signed by an authorised signatory party who holds an official document verifying his/her capacity as a proxy of the entity and his/her right to commit the entity.  The relevant supporting document must be submitted for this purpose.  
How can I track the progress of my request?
In order to be informed on the progress of your request you can connect to the account with which you have submitted your request in the Provider Portal, go to Provider Management > Provider Information and under section “Enrolments & Contracts” there you are able to see the status of your request.
What procedure must an applying entity follow in order to declare an associate/employee?
The online request to conclude a contract includes the section “Connections”.  Through this section, the person applying on behalf of the entity (i.e. the IT System Administrator) must search online for the healthcare professionals that he/she wishes to declare as associates/employees (provided that the healthcare professionals have already been successfully enrolled with the GHS) and send them an online request to connect.  In order to complete the procedure the healthcare professionals must accept the request (they will receive a relevant notice in the Provider Portal).  It is noted that the HIO will be automatically informed by the system about connection requests to doctors and it will approve or reject the connection.
Why must I receive a message on my mobile phone when I log in to the Provider Portal?
The HIO security policy includes the use of 2 identifying factors as a security measure for logging in to the Provider Portal, according to which, in order for a user to log in they must insert their username, their password as well as an OTP password which is sent as an sms to the user’s mobile phone during log in.  The OTP password expires every 8 hours and in case of re-logging a new one is sent.  A new OTP password is also sent if the provider logs in from a different computer.
Can an entity provide more than one healthcare service to the GHS?
Yes, an entity may provide any, some and/or all the healthcare services covered by the GHS provided that it complies with the provisions of the Laws and Regulations and has stated at least one healthcare professional who is enrolled with the GHS for each healthcare service that it intends to provide.
Can I be enrolled as both a Personal Doctor for Children and a Personal Doctor for Adults?
Yes and a list of beneficiaries, with a threshold of 2500 beneficiaries, applies.
Can I be enrolled for more than one speciality of Outpatient Specialists?
Yes.  Every Outpatient Specialist may select one or more of the 34 specialities and specialisations covered by the GHS.
Can I be enrolled for more than one laboratory speciality?
Yes, as a Laboratory Manager for one or more of the 5 specialties covered by the GHS.
I have enrolled as a PD. Can I be enrolled in another healthcare services category as well?
No.
Can I enrol in 2 or more healthcare services categories as a Healthcare Professional/Provider?
Natural persons who have enrolled as PDs may not provide any other service to the GHS.  In addition, natural persons who have enrolled as OSs, laboratory managers and/or pharmacists may not enrol as PDs.  Any other combination is allowed.
I am a natural person. Can I submit a request for 2 healthcare services categories at the same time?
Applicants who wish to submit an enrolment request and/or a request to conclude a contract for more than one healthcare services categories must submit separate requests for each category of services they wish to offer.  That is to say, after successfully submitting an online request for the first category of services they wish to offer they are able to start a request for a different category of services.  It is noted that applicants have the possibility to submit a request for an additional category of services before the approval of the first request that was submitted.  See relevant questions above.
Why must I be enrolled as a beneficiary before submitting a request to enrol and/or conclude a contract?
Enrolment as a beneficiary is necessary in order to identify the user in the state registries as a real person.  Applicants must fill in their personal information exactly as these are written on their identification document (ID card for Cypriots, Alien Registration Certificate for foreigners).
Must I enrol as a beneficiary in the Beneficiary Portal and then enrol as a Healthcare Professional/Provider?
Not necessarily.  If while filling in the enrolment request you are not enrolled as a GHS beneficiary you will be able to enrol as a beneficiary via the Provider Portal and then proceed to fill in and submit the request to enrol or conclude a contract.
Can I save a temporary copy of my request and complete it later?
Yes, the system gives the possibility to save a temporary copy of your request.
I will request to conclude a contract with the GHS as an entity. Must I declare all my associates/employees in the request or can I do it later?
It is not necessary to declare all the associates/employees of an applicant while filling in and submitting the request.  The requirement for the submission of a request to conclude a contract on behalf of an entity is to declare at least one healthcare professional that is enrolled with the GHS.  The applicant may declare the rest after submitting the request and/or after the conclusion of the contract.
I am a scientific associate of a laboratory. Can I request to conclude a contract with the GHS?
No.
I have received a notice that my request has been approved. What should I do?
You do not need to do anything until the Health Insurance Organisation informs you as follows:
  • If you have applied for enrolment as a healthcare professional you are asked to present yourself at a place and time set by the HIO (for which you are informed in a timely manner) in order to verify your identity and complete your enrolment.
  • If you have requested to conclude a contract you are asked to present yourself at a place and time set by the HIO (for which you are informed in a timely manner) to sign the contract.  Regarding entities, the contract shall be signed between the authorised signatory party (on behalf of the applicant) and the HIO and the Information Technology System Administrator  of the applicant must necessarily be present as well in order to verify his/her identity.
What is the Professional Liability Insurance and what must it cover?
In accordance with the General Healthcare System Laws, the healthcare providers must be covered by professional liability insurance (against negligence) in relation to the provision of healthcare services by an independent insurance institution or organization for the amount and content that is deemed adequate by the HIO Board of Directors from time to time.  The professional liability insurance must be submitted as follows:
 
  1. By all natural persons for the healthcare service/s for which they conclude contracts with the HIO (separate insurance for each service),
  2. By all entities for the healthcare service/s for which they conclude contracts with the HIO (separate insurance for each service),
  3. By all entities for every doctor they declare as an associate/employee who offers healthcare services.
Can I fill in the request form by hand?
No.  The request form is filled in and submitted only online.  Subsequently, after submitting the online request, applicants follow the respective enrolment or contracting process by printing, signing and mailing the request with the required supporting documents to the HIO.
What is a user account and why do I need it?
Healthcare professionals and providers have access to the GHS IT system only online and specifically via the GHS Provider Portal.  In order to log in safely all healthcare professionals and providers must create their own personal access accounts to log in to the Provider Portal.  It must be noted that every person who enrols or concludes a contract within the GHS framework must have only one access account irrespectively of whether or not they offer more than one category of services.
 
It is also noted that the access account created by an individual who is a healthcare professional and/or provider or an IT system administrator of a provider shall be used for access both in the Provider Portal and the Beneficiary Portal, i.e. the access account of every individual is the same for both portals.