Frequently Asked Questions

• Licensed and verified healthcare professionals. • Secure video consultations. • Simple and fast appointment booking. • Secure, transparent payment. • Medical record accessible from your patient portal. • Electronic prescriptions when indicated. • Total confidentiality of your medical information. • Access to care from anywhere in Algeria with an Internet connection.

• Verified doctors • Secure payment • Confidential consultations • No consultation is ever recorded • Data hosted in Algeria • Encrypted communications • Available throughout Algeria • No app download required

Creating a TBIBNA account is free. Once logged in, choose the medical specialty you need, select a doctor based on their availability, and confirm your appointment. For certain specialties, an immediate consultation may also be available.

Yes. We recommend logging into your patient portal a few minutes before the scheduled time to check your camera, microphone and Internet connection.

If you log in late, the doctor will do their best to carry out your consultation. However, its duration may be shortened to respect the appointments that follow.

Once your booking has been validated, a confirmation will appear in your patient portal. You will also receive a confirmation notification.

Yes. TBIBNA will send you a reminder before your consultation to help you not miss your appointment.

Yes. For scheduled consultations, you can choose the healthcare professional of your choice, based on their availability. For immediate consultations, however, the first available doctor will be offered in order to reduce your waiting time.

Yes. You can change your appointment free of charge up to 24 hours before the scheduled consultation time, subject to the doctor's availability. After this deadline, the terms of our cancellation policy apply.

Yes. Scheduled consultations can be cancelled free of charge up to 24 hours before the scheduled time. For immediate consultations, if the doctor does not join within 15 minutes, you can cancel the consultation directly from your patient portal and receive a full refund.

If the doctor does not join the consultation within 15 minutes, a cancellation option will automatically appear in your patient portal. You can then cancel the consultation free of charge. A refund request will be submitted to TBIBNA and processed according to our Cancellation and Refund Policy.

Each consultation must be booked from the personal account of the patient concerned. For minor children, the account is managed by the parent or legal guardian, in accordance with the rules for protecting minors.

The price of each consultation is clearly displayed before any booking is confirmed. No hidden fees are added. The price you see is the price you pay, with only the applicable VAT added on top.

Yes. All transactions are carried out through a secure payment platform. TBIBNA never stores your bank card information and applies best security practices to protect your payments.

If your payment is declined, a message will appear immediately on screen to tell you the reason when available. You can then correct the necessary information or safely try your payment again.

When a refund applies under our refund policy, it is generally processed within 5 to 7 business days. Depending on your bank and payment method, this may be faster.

If your connection drops, reconnect to the Internet and go back to your TBIBNA patient portal to resume your consultation. If the problem persists, our support team remains available to help.

Yes. You may be accompanied by a family member or a person you trust, with your agreement. For minor patients, the presence of a parent or legal guardian is mandatory during the consultation.

Yes, when your health condition warrants it. At the end of the consultation, the doctor may issue an electronic prescription. It will be available in your patient portal and can also be sent by email to make it easier to print or present at a pharmacy.

Yes. From your patient portal, you can find the history of your consultations as well as the reports, prescriptions and other medical documents made available to you.

Yes. At the end of each consultation, you will be invited to share your experience. Your feedback allows us to continuously improve the quality of care and services offered on the platform.

In some situations, yes. The doctor will assess your health condition and decide, based on their medical judgment and current regulations, whether a prescription renewal is medically justified. A renewal is never automatic and may require an in-person consultation if your situation calls for it.

Yes. To ensure better medical follow-up and continuity of care, the doctor will be able to view the history of your previous consultations on TBIBNA, as well as the medical documents you have chosen to share, in compliance with confidentiality and applicable regulations.

Yes. The confidentiality of your medical data is an absolute priority for us. All communications are secured and encrypted. Your data is hosted in Algeria in accordance with applicable regulations and is only accessible to you and the healthcare professional involved in your care.

No. No consultation is ever recorded, whether audio or video. TBIBNA strictly respects the confidentiality of exchanges between the patient and the healthcare professional.

Yes. Every healthcare professional registered on TBIBNA undergoes a rigorous verification process before being authorized to practice on the platform. We verify in particular their identity, their license to practice, and the required professional documents to guarantee that patients are seen by duly qualified healthcare professionals.

Every healthcare professional goes through a verification procedure before registering on the platform. TBIBNA checks in particular their identity, license to practice, and necessary documents before authorizing them to see patients.

Confidentiality is at the heart of our commitment. Consultations are never recorded. Exchanges are secured, data is encrypted and hosted in Algeria in accordance with applicable regulations. Only authorized persons can access your medical information.

Your personal account lets you centralize your entire care journey on a secure platform. From your patient portal, you can: • book or schedule a consultation; • view your prescriptions and medical reports; • upload medical documents; • track the history of your consultations; • manage your personal information; • rate your consultations to help continuously improve the quality of our services.

Yes. Your patient portal lets you update your personal information to ensure the accuracy of your medical record and make your care easier.

Click “Forgot password” on the login page. A verification code (OTP) will be sent to you to confirm your identity and securely create a new password.

Yes. You can request the deletion of your account at any time by contacting our support team via the Contact page or by email at support@tbibna.com.

No. TBIBNA does not replace emergency services. In case of chest pain, breathing difficulties, loss of consciousness, significant bleeding, signs of a stroke, or any other life-threatening emergency, contact emergency services immediately or go to the nearest emergency room. Your safety must always come first.

Certain situations require a physical examination or immediate care. Do not use TBIBNA in case of chest pain, breathing difficulty, loss of consciousness, significant trauma, severe abdominal pain, symptoms suggestive of a stroke, or any other medical emergency. If in doubt, an in-person consultation is preferable.

TBIBNA can handle many medical situations that are not life-threatening emergencies, including: • Fever and common infections • Diabetes and high blood pressure follow-up • Allergies • Skin conditions • Treatment renewal when medically appropriate • Second medical opinion • Follow-up consultation after hospitalization or a procedure • General medical advice The doctor will determine whether an in-person consultation is necessary.

Yes. To help the doctor better assess your health condition, you can upload your lab results, imaging exams, prescriptions, or any other relevant medical information before the consultation begins.

Yes. If you want to ensure continuity of care, you can book a new appointment with the same healthcare professional, based on their availability.

Yes. You can access TBIBNA from any region of Algeria, provided you have a stable Internet connection and a compatible device.

TBIBNA can be accessed from most Internet-connected devices: • Smartphone • Tablet • Computer Your device must be equipped with a camera, a microphone, and a recent Internet browser.

No. TBIBNA is accessible directly from your Internet browser. No installation is required. A mobile app may be offered later to further improve your experience.

Yes, as long as you have an Internet connection. However, consultations are intended for patients within the Algerian healthcare system and are carried out in accordance with regulations applicable in Algeria.

The platform is available in Arabic, French and English. Consultations are mainly conducted in Arabic and French. Some doctors may also offer consultations in English, depending on their language skills.

TBIBNA is compatible with the main recent Internet browsers. For the best experience, we recommend using the latest version of your browser.

Yes. A mobile connection can be sufficient if it is stable and offers a connection quality that allows for smooth video calling.

Our support team is available to answer your questions. You can contact us at any time via the Contact page or by email at support@tbibna.com. We aim to respond to all requests within 24 hours.

If you experience a technical issue before or during your consultation, check your Internet connection as well as your camera and microphone. If the problem persists, contact our support team.