Frequently Asked Questions

A stable internet connection is required to use the Medgate App. Access requires a one-time verification of your identity and the provision of your insurance card number. In unfavorable conditions (such as strong sunlight or poor connection), shorten the interaction and switch to a phone call if necessary. Avoid data-intensive functions (e.g. video consultation) with a weak internet connection. Always use the app according to your health condition. In a life-threatening situation, please contact your local emergency service.

Telemedicine is suitable for resolving many medical concerns. Approximately half of all patients can be treated entirely via telemedicine. Access to Medgate is available both by phone and through the app – the medical service remains the same. However, by using the app, you benefit from noticeable advantages: you can book appointments independently at any time, enter symptoms directly, upload documents and photos, and access all records such as prescriptions, medical certificates, or treatment plans centrally. This saves you time, avoids follow-up questions, and ensures optimal care.

The Medgate App is intended exclusively for use on smartphones. Use on tablets or desktop computers is currently not supported.

The Medgate App can be downloaded from the app stores of the following countries: Switzerland, Liechtenstein, Germany, Austria, France, and Italy. In principle, you can use the app abroad, provided there is a stable internet connection. However, please note that coverage of costs may not be guaranteed or may only be partially covered abroad, depending on your insurance.

For the installation and functionality of the Medgate App, the app must be continuously connected to the Internet. The response time and data transfer time depend on your subscription and the volume of data.

At Medgate, doctors from various specialities work together. These include General Internal Medicine, Gynaecology, Paediatrics (children and adolescent medicine), Dermatology, Cardiology, ENT (Ear, Nose and Throat), Urology, and Surgery.

The Medgate app gives you access to Medgate's telemedicine and digital health services. You can use these services for yourself or your children. The app offers a personalised benefit by providing a recommendation for the appropriate healthcare provider (Medgate or family doctor) and an indication of the urgency of the consultation. This is based on the symptoms entered and your profile data. The Medgate app also allows you to book an appointment for a teleconsultation easily and directly online, choosing between a telephone, video or chat consultation. You can also receive any necessary medical documents (e.g. doctor's certificate, treatment plan) directly and securely via the app, unless otherwise agreed with your insurance company.

Medgate is available to you 365 days a year – including evenings, nights, weekends, and public holidays. You can book appointments at any time directly through the Medgate App.

In the app, go to "Account" > "Permissions" > "Change Password" and follow the instructions. You can change your password in the Medgate app at any time.

To register in the Medgate App, you first create a user account with your email address and a personal password. Then, your identity is verified with a valid identification document (identity card or passport). After that, you deposit your insurance card with the insurance card number. Once these steps are completed, you can use the medical services of the app.

The card ID number is located on the back (bottom left) of your insurance card. The details of supplementary insurance are on the front of the card.

If you have forgotten your password, select the "Forgot password?" function on the login screen and follow the instructions. If you are unsure with which email address you are registered, please contact our customer service at +41 61 377 88 28.

Please read the error message carefully to check whether the password is incorrect or an incorrect email address has been entered. Ensure there are no typing errors in the email address or password. If the details are correct and you still cannot log in, please contact our customer service at +41 61 377 88 28.

You can log in on any device using your email address and password to access your data. If your phone number has changed, you can update it in the app under “Account” > select the desired person > “Mobile number”.

No special prior knowledge is required to use the Medgate App. All you need is a current smartphone with a stable internet connection. iOS devices from version 15.1 and Android devices from version 11 are supported. Before using it for the first time, you must create a user account, verify your identity and deposit your insurance card (insurance card number). The app is available in German, English, French and Italian. Select the language you are most comfortable with in the settings.

The card identification number enables us to retrieve your insurance information so that you do not have to enter all the details manually.

You can submit your feedback or a complaint directly in the Medgate App under “Account” > “Customer Service”.

Medgate cannot provide information on the details of each insurance. Please contact your insurer or check the terms of the contract.

You can view your insurance coverage in the app under «Account». Select the person in question and tap on «Insurance». You can change the information in the app via «Administrative Question» by chat or phone call. Please note that the insurance card with the insurance card number is required and a change is only possible once the new insurance (e.g. as of 01.01.) is active. The adjustment cannot be made before this date.

With the Medgate App, teleconsultations with Medgate are available to all persons insured in Switzerland and are recognized by all Swiss health insurers. The consultation is billed as part of the statutory health insurance benefits in the same way as a visit to a doctor's practice, and is recognized by your health insurer.

Please pay attention to the error message displayed on your smartphone. If adding the information still does not work, please contact our customer service at +41 61 377 88 28.

In telemedicine models, Medgate is always the first point of contact that needs to be contacted.

Please ensure that you have installed the latest version of the Medgate App and that your smartphone meets the minimum requirements. Restart your device and try again. If the app continues to crash, uninstall it and download it again from the App Store or Google Play Store. If the problem persists, please contact our customer service at +41 61 377 88 28.

If you visit a doctor directly despite using the telemedicine model, you must report the appointment. You can easily do this in the app via "Administrative Question" through the doctors' Chat or by phone call. The staff at patient reception will record your information, and your health insurance will see that the appointment was not recommended or suggested by Medgate.

At the scheduled appointment, you will be contacted by a Medgate doctor via phone or video. Your symptoms and questions will be thoroughly discussed, and you will receive expert medical advice and treatment. If medically necessary, prescriptions, referrals (e.g. for physiotherapy), or medical certificates can also be issued. Your treatment plan and all other medical documents will then be available directly in your Medgate App.

To schedule an appointment for a teleconsultation, select the "Medical Consultation" function on the app's home screen and then select the desired profile. Enter your symptoms via the questionnaire and receive a recommendation as to whether your concern can be treated by Medgate doctors by phone, video or chat, or whether a visit to your family doctor is advisable. The app also indicates if it is an urgent medical case. If a teleconsultation is recommended, you can book an appointment directly afterwards, choose the desired language of the doctor and set a suitable appointment for you. Please note that the language selection may affect the availability of appointments.

First, enter your primary symptom. In the following questionnaire, you can provide additional information such as duration, intensity, and accompanying complaints.

If you are not available for the first call, our doctors usually try to contact you two to three more times. If you are still unavailable, the appointment will be released for other patients. In this case, please book a new appointment in the Medgate App. Important: You do not have to call us actively. We will contact you from our side.

We carefully schedule consultations. However, delays may occur due to an unexpectedly high number of urgent medical requests or sudden staff shortages. In such cases, you will receive a notification in the app with the new call time. If your health condition worsens in the meantime or a later call is not possible for you, please use the adult emergency or child emergency services (accessible directly from the app’s home screen).

Push notifications ensure that you do not miss any important information regarding your treatment. To receive all notifications, please allow the app to send push notifications. Activate the desired notification categories under “Account > Permissions > Notifications”. You will be notified in the following situations: appointment reminder 24 hours before your teleconsultation; appointment reminder 1 hour before your teleconsultation; appointment reminder shortly before contact, as soon as the doctor begins attending to your case; if documents are still missing for your consultation; if a scheduled teleconsultation is delayed; if a scheduled consultation needs to be cancelled; as soon as new medical documents (e.g. treatment plan, prescription, medical certificate) are available; if a request has been declined; or if a child profile you created is about to reach adulthood.

If you are unable to attend a scheduled appointment, please cancel it as early as possible. To do so, access the relevant consultation either via the app’s home screen or under “Account” > “Consultations”. Then select the “Cancel consultation” option. No fees will be charged for cancelled appointments.

Consultations can be conducted in German, French, Italian, and English. Please note that appointments are not always available in all languages. When booking an appointment, this means that no further appointments can be scheduled if all available slots in a particular language have already been taken. The chat will indicate directly if a language is currently unavailable.

Your appointment time may change for various reasons: if you were not reachable at the original call time; if there is an unexpectedly high number of urgent medical requests causing delays; if documents required for proper treatment are still missing from you; or if your case needed to be prioritised for medical reasons. We will inform you of any changes to your appointment time via push notification directly in the app.