DE: 0848 830 740   |   FR: 0848 830 741

Frequently Asked Questions about HIN Mail Global

Who or what is HIN?

HIN is an abbreviation of Health Info Net, a physician-owned service provider that specialises in secure information exchange in the healthcare sector that complies with data protection legislation. HIN is proud to serve 17000 individual clients (85% of all doctor’s practices) and more than 420 institutions in the Swiss health service.

 

HIN is a solution provider in the following areas:

 

Secure e-mail communication HIN provides its members with a modern communication infrastructure that guarantees the secure and encrypted exchange of information. Secure Internet access HIN offers its members secure access to protected websites. Trusted identity management HIN assigns digital identities. These identities guarantee that every sender is really the person they say they are. Digital identities are similar to physical ID cards. Secure cooperation HIN provides a collaboration platform where its members can work together easily, from anywhere.

What are the benefits of HIN Mail Global?

What is secure mail?

 

Sending an e-mail is like sending a postcard. Anyone can read it if they really want to. From a data protection standpoint, e-mails sent from a regular, unencrypted e-mail account are not secure because:

 

  • They can be viewed by unauthorised parties
  • They can be modified (content and sender) before reaching the recipient.

 

The main security problem with regular e-mail is that content is transmitted as text. The following example shows an e-mail transmitted as text:

 

text

 

Secure e-mail communication can only be guaranteed when the content is encrypted before sending. Encryption technology makes sure that only the sender and the recipient can decrypt the information and thus read the content. The following example shows an encrypted e-mail:

 

encrypted

 

What are the benefits of secure mail?

 

People who are subject to professional confidentiality requirements (lawyers, doctors, pharmacists, auditors, clergy, etc.) are legally and professionally obligated to maintain client confidentiality as a result of their special position of trust. Sending sensitive information in unencrypted e-mails is a breach of this professional confidentiality and is punishable with a prison sentence or fine in accordance with Section 321 of the Swiss Criminal Code. The advantage of this system, therefore, is that it complies with legal guidelines regarding electronic information exchange, in particular data protection legislation.

 

What are the benefits of HIN Mail Global?

 

For more than 12 years now, HIN has guaranteed data-protection-compliant communication between all members who are connected to the HIN platform. This new product HIN Mail Global will also permit communication with recipients who are not connected to the HIN platform. Opening up the portal in this way allows HIN members to exchange e-mails with anyone securely and without breaching data protection laws. Of course, recipients can also respond to e-mails securely. This means that HIN members can communicate securely via e-mail with everyone in their professional circle (patients, employees, research partners, suppliers) in compliance with data protection guidelines.

 

Potential applications

 

HIN Mail Global opens up a world of options:

 

  • Send sensitive information from a doctor/hospital to patients at home and abroad
  • Transmit discharge documentation from hospital to a GP
  • Communicate securely with suppliers to the Swiss healthcare sector
  • Exchange confidential information with research partners at home and abroad Send pay slips to employees

What do I need to know as a recipient?

Why am I receiving this e-mail?

 

A member of the HIN platform (doctor, practice, or institution, e.g., a hospital) wants to send you confidential information. To ensure information remains confidential, the message content has been encrypted. This e-mail is to notify you that an encrypted message has been sent. They can be viewed by unauthorised parties

 

How does HIN Mail Global work?

 

mail_global

 

 

A. Sending e-mail

 

The sender addresses a secure (encrypted) e-mail to you containing a link to the HIN security platform

 

 

B. Password

 

The first time you use the system, the sender will tell you the initial password for HIN (e.g.,via SMS)

 

 

C. Access the security platform

 

Open the link from the e-mail attachment and authenticate yourself to the HIN platform using this password.

 

 

D. Decrypt the e-mail

 

If all your input is correct, the system decrypts the e-mail and you can read and/or edit it

 

Frequently asked questions

 

I haven’t received a notification e-mail Proceed as follows:

 

  • Contact the sender to confirm that they sent the e-mail to you.
  • Verify that the sender used your correct e-mail address.
  • Ask the sender to resend the e-mail if necessary.

 


 

I’ve forgotten my password Proceed as follows:

 

  • Click on the link provided in the attachment to the automated confirmation e-mail.
  • On the authentication screen, choose “Forgotten your password”
  • Answer the security question (if you cannot answer the question, contact HIN support on 0848 22 44 11)
  • You will receive a new password via SMS.

 


 

I haven’t received a password

 

NOTE: You only receive a password from the sender the first time you use the system. When you first log in you are free to pick any password, which gives you full and complete access. If you have forgotten or lost your password, please refer to “I’ve forgotten my password” Contact the sender to confirm that they sent the e-mail to you. If you do not have a password yet, proceed as follows:

 

  • Click on the link provided in the attachment to the automated confirmation e-mail.
  • On the authentication screen, choose “Reset password”
  • Follow the instructions.

 


 

I’ve changed my mobile number

 

Open any previous secure e-mail and log in to the HIN platform (as if you wanted to read an e-mail) then enter your new number under “Settings” > “Edit profile”.

 


 

Can I respond to the sender securely?

 

Yes. To do so, open the received encrypted e-mail and click “Reply” on the right-hand side next to “Message”. Note that you must use HIN Mail GLOBAL Webmail if you want to send replies in encrypted form.

 


 

Can I send the e-mail to someone other than the sender?

 

No, you can only respond to the sender. You need a platform connection (HIN Praxispaket PLUS/HIN Mail Gateway) to contact other HIN members. Further information (only german and french) is available here.

 


 

Can I forward encrypted e-mails?

 

HIN Mail GLOBAL Webmail does not permit the forwarding of e-mails. However, you can save the e-mails, unencrypted, on your computer, open them in your e-mail programme and forward them from there. E-mails forwarded in this way will not be encrypted when sent.

 


 

How can I send a new encrypted e-mail to the sender?

 

Open the received encrypted e-mail and click “Reply” on the right-hand side next to “Message”. You can repeat this procedure as often as you like. Note that you must use HIN Mail GLOBAL Webmail if you want to send replies or new e-mails to the sender in encrypted form.

 


 

Who can I contact if I need help?

 

HIN support is available during office hours at 0848 22 44 11 (E-Mail-Support: hc.ni1508482780h@tro1508482780ppus.1508482780labol1508482780g1508482780).

What do I need to know as a sender?

How does HIN Mail Global work?

 

mail_global

 

 

A. Sending e-mail

 

Flag the e-mail that you want to send in encrypted form to a recipient outside the HIN platform as “Confidential”. You can also write “(Confidential)” in the subject line or use your e-mail program’s confidentiality function.

 

 

B. Password

 

If the recipient is unknown to the system, you will receive an e-mail with the starting password. You must inform the recipient of it by SMS, phone or fax. A short message is best sent via the SMS delivery portal (a direct link is contained in the password e-mail). If the recipient is already registered in the system and has a password, you will not receive a password e-mail. If you enter multiple recipients, you will receive a password e-mail for every unregistered recipient. If you send an e-mail to just one recipient you can enter their mobile number directly in the subject line: Subject (Confidential) (Mobile: +41 79 33 2211). The system automatically sends the password to the recipient and you will not receive an e-mail.

 

 

C. Access the security platform

 

The recipient opens the attachment and uses the password as authentication for the HIN platform

 

 

D. Decrypt the e-mail

 

If the recipient’s input is correct, your e-mail is decrypted and the recipient can read and/or edit it.

 

 

Frequently asked questions

 

The recipient has forgotten the password. What now?

 

The recipient has to reset their own password. They must proceed as follows:

 

  • The recipient clicks on the link provided in the attachment to the automated confirmation e-mail.
  • On the authentication screen they choose “Forgotten your password”.
  • They answer the security question (if they cannot answer the question, they need to contact HIN support on 0848 22 44 11)
  • They receive a new password via SMS.

 


 

Who should senders contact if they need help?

 

The process varies depending on the institution (HIN product used):

 

  • Do you work in a doctor’s surgery and are you a HIN subscriber? Contact HIN support at 0848 830 740.
  • Do you work in a hospital or large institution that uses an HIN mail gateway? Contact your internal IT support unit.

 


 

Who should recipients contact if they need help?

 

During office hours, recipients can contact HIN support at 0848 22 44 11 (E-Mail-Support: hc.ni1508482780h@tro1508482780ppus.1508482780labol1508482780g1508482780).

 


 

Where can I find more information?

 

You can view all available information (instructions, FAQs) on the Health Info Net website

 


 

What does the e-mail look like to the recipient?

 

Encrypted e-mails look like this:

 

enctrypted_email