An FAQ Template for Clinics and Medical Practices

Principles before you start writing

A clinic FAQ is different from a shop FAQ. There are two limits to keep from the start:

• The FAQ answers administrative questions, not medical ones. Hours, fees, registration, and facilities can be answered as fully as you like. Questions about symptoms, medicines, or doses must be referred to a doctor.
• Never include patient data. An FAQ is a public document. Even examples should not mention names, ages, or conditions that could identify someone.

Add one sentence that is always visible, for example at the very top: "In an emergency, go to your nearest emergency department or call your local emergency number." This matters more than everything else in the FAQ.

The parts in square brackets, such as [Name] or [number], are placeholders to replace with your clinic's details.

Part 1: Hours and location

When is the clinic open?

Monday to Friday, 8 am to 9 pm, and Saturday, 8 am to 2 pm. Closed on Sundays and public holidays.

When does the dentist see patients?

Dr [Name] sees patients every Tuesday and Thursday from 4 pm to 8 pm. The schedule may change when the dentist is on leave; changes are announced on the clinic's Instagram and WhatsApp at least one day in advance.

Where are you, and is there parking?

[Address], next to [an easily recognised landmark]. There is parking for around [number] cars, plus space for motorbikes and bicycles at the front.

A landmark is more useful than a street name alone, especially for older patients or anyone visiting for the first time.

Part 2: Registration and waiting times

Do I need to book in advance?

For the GP, you can walk in and take a queue number. For specialists and the dentist, please book by the day before at the latest, on WhatsApp at [number].

What should I bring to my first visit?

An ID card or passport, your insurance card (if you have one), and a list of any medicines you are currently taking.

How long is the wait?

At busy times, usually 5 pm to 7 pm, the wait can be more than an hour. Mornings are generally quicker.

Write down your real busy hours. Patients appreciate an honest estimate more than a "no waiting" promise that is not kept.

Part 3: Insurance and public health cover

This group of questions usually comes up most often, and it is also the easiest to misunderstand.

Do you accept public health insurance?

[Explain whether the clinic accepts the public health scheme in your country, and for which patients. For example: yes, for patients registered with this clinic; other patients pay the standard fee, except in an emergency or where the scheme's own rules say otherwise.]

How do I register with this clinic or transfer my registration?

Registration and transfers follow the rules of [the scheme or insurer], and are done through [their app, office, or official channels]. The clinic cannot change your registration on your behalf.

Which private insurers do you accept?

[List of insurers]. For insurers not on this list, patients pay first and can ask for a receipt and supporting documents to claim the cost back.

Avoid writing an insurer's or a public scheme's rules in detail, such as referral requirements or transfer conditions. Those rules can change. Explain your clinic's role, then point patients to the official channels for the details.

Part 4: Fees and payment

How much is a GP consultation?

$[...] for self-paying patients, not including medicines and procedures.

Can I pay by card?

Yes, by [card, mobile payment, or bank transfer; adjust to what you accept].

Is there a registration fee?

New patients pay a one-off fee of $[...] for their patient card.

If procedure fees vary widely, give a range for the procedures people ask about most, such as a tooth extraction, a filling, or a blood sugar test, with a note that the final cost is set after the examination.

Part 5: Test results and medical certificates

When will my lab results be ready?

Routine blood tests are usually ready the same day. Some tests sent to an external laboratory take [number] working days.

Can you send my results on WhatsApp?

Results are only given to the patient or to someone the patient has authorised, following the clinic's procedure. [Explain your procedure, for example collection in person with ID, or sending only to the registered phone number.]

How do I get a fit note or a medical certificate?

Certificates are issued after an examination by a doctor. The clinic does not issue certificates without an examination.

Part 6: Other services and facilities

Do you offer vaccinations?

Yes, for [types of vaccine]. Vaccine availability can change, so please check with us on WhatsApp before you come.

Do you offer home visits?

[Yes or no. If yes, give the area you cover, the schedule, and how to book.]

Is the clinic wheelchair accessible?

[Describe the entrance, for example whether there is a ramp, and whether the consulting rooms are on the ground floor.]

Is there a breastfeeding room?

[Yes or no, and where it is.]

Accessibility questions are rarely asked by message, but they matter a great deal to the patients who need the answer. Putting them in the FAQ saves those patients a wasted journey.

Questions that must go to a doctor

State clearly which kinds of question are not answered in the FAQ or by the front desk, and give the alternative:

• Questions about symptoms and diagnosis: book a consultation with a doctor.
• Questions about doses or switching medicines: ask a doctor or pharmacist.
• Emergencies: go to the nearest emergency department or call your local emergency number.

Sentences like these protect patients, and they also protect administrative staff, who are not qualified to give medical advice.

Keeping the FAQ accurate

• Put the date of the latest update at the bottom of the document.
• Make one person responsible for updating the doctors' schedules.
• When fees change, update the FAQ on the same day as the change at the front desk.
• Ask the receptionists to note new questions that come up often, then add them to the FAQ each month.