DGN Deutsches Gesundheitsnetz Service GmbH

As a treating physician, I run a dermatology practice in Kaufbeuren.

The goal is to introduce and implement the telematics infrastructure. The telematics infrastructure is the government-mandated data channel for the healthcare system. It is intended to enable communication between doctors, psychotherapists, hospitals and others. For example, the transmission of sick notes to employers is to take place through this.

The provider is government-mandated and we are all obligated to choose this provider, otherwise we face penalties. There is no alternative.

The goal of the telematics infrastructure is a great idea in itself, but the implementation is a disaster. The DGN provides the network and the so-called connectors. For us, none of this is really tangible and is an EDP matter that they provide. For that, they charge a monthly fee. Every month I continuously transfer the fees to be paid without any gaps. On 05/18, I received the first payment reminder. I then sent an email to DGN explaining that I had already transferred the specified amount. For this, I used the contact e-mail officially provided by DGN. On 06.06. I still received the 2nd payment reminder. Thereupon I wrote 2 more e-mails and sent the corresponding account statement as an attachment. I received a confirmation for the receipt of my email. Nothing happened again until I received the 3rd payment reminder on 06/21. At this point I contacted my lawyer and thought to myself, this just can't be true. For this, I made repeated phone calls to the same DGN employees. They have confirmed to me over the phone that the official contact email provided is not maintained by DGN. In each phone call we are told that it is being taken care of and that it will be passed on to the appropriate colleagues. Yesterday I finally received a confirmation that my account is balanced. But this annoying issue went from May 18 until now. I have done nothing wrong in the process and have had a huge time commitment to resolve their mishandling and miscommunication. Simply, no one cares. No one follows up. No one responds to emails. Because it's funded by the state, they rest. All they ever do is ask for money. We have to fulfill the contract and have the hassle because the patients are in front of us when, for example, the cards can't be read, etc. There is no one responsible. You have to go to the lawyer to make it work.

This is not apparent to us.

Practically everyone else has these problems, too. As a result, it is common knowledge what grievances arise during the implementation and introduction of the telematics infrastructure.

No. It just doesn't work.

Unfortunately, there was nothing impressive about it. Quite the opposite.

He should dissolve and leave the market. You can't serve customers with this attitude to work. Everyone is frustrated. The same problems everywhere. We write petitions and try to fight back. If we don't do it, we even get fee cuts. There is no one to contact. The officially stated e-mails for contacting us are not attended to. As a customer, you have nothing to fall back on and find a remedy.