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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.

For legal reasons, you are not permitted to record a medical consultation.

Make sure that you are in a location with a good Internet connection or where you have access to a Wi-Fi network. The quality of the video images depends on the strength of the data transmission.

If you have missed a video call, the doctor will shortly make another attempt. If you are still unreachable, a further call will be made to the phone number registered in the app. You can update this number if necessary under “Account” > select the desired profile > “Mobile number”. If you remain unreachable after the third attempt, the appointment will be released for other patients. In this case, please book a new appointment via the app.

A video consultation is like any consultation with a doctor – it is subject to medical confidentiality and data protection. The transferred data is encrypted.

Before the consultation, please ensure that the Medgate App has the necessary permissions for the camera and microphone. If these have not yet been granted, a notice will appear in a blue box on the consultation details page. You can access this page either via the home screen or under “Account” > “Consultations”. During the video call, you can also toggle the video and audio on or off yourself. Please check that the camera and microphone are enabled during the call.

If the connection is interrupted during the video consultation or the image quality is insufficient, the doctor will shortly attempt to reach you again via video. If you are still unreachable, a further call will be made to the phone number registered in the app. You can update this number if necessary under “Account” > select the desired profile > “Mobile number”. If you remain unreachable after the third attempt, the appointment will be released for other patients. In this case, please book a new appointment via the app.

To start a medical chat consultation, select «medical consultation» on the app’s home screen and then choose the desired profile. Tap «Start chat» and enter your symptoms via the questionnaire. You will then receive a recommendation on whether your issue can be handled by the Medgate medical team or if a visit to your GP is advisable. The app will also inform you if it is a medical emergency. If a teleconsultation is recommended, you can immediately select the preferred language of the doctor and start the chat. Please enable push notifications so you do not miss any messages from the doctor. Activate «Receive notifications» under «Account» > «Permissions» and also enable «Treatment notification» within the notification categories.

Our team of doctors strives to answer your request in the chat as quickly as possible. Please understand that depending on the number of urgent medical requests, there may be waiting times. Your request will not be lost. As soon as a doctor is available, you will receive a response directly in the app. To make sure you don't miss a response, we recommend activating push notifications for the Medgate App: Under «Account» > «Permissions» select the option «Receive notifications», as well as within the notification categories the «Treatment notification».

The chat button for medical concerns and administrative questions is permanently displayed in the app. If a chat is temporarily unavailable in a particular language, this will be indicated directly below the language selection with the message «Not available». Please choose a different language in this case to start the chat.

Yes, our doctors can prescribe medical aids or remedies if this is medically necessary and appropriate. The decision is always made following a careful assessment of your case during the consultation.

On the app's home screen, you can submit a prescription request via the search bar labelled “How can we help you?”. The request is made conveniently through a questionnaire, and you will receive feedback from a doctor within 24 hours, all without a personal consultation. Alternatively, you can also submit a prescription request as part of a medical consultation via appointment booking or chat. To do so, select “medical consultation” on the home screen, enter your symptom, answer the questions in the questionnaire, and indicate at the end that you require medication or a prescription.

In principle, it is possible to have a prescription filled abroad. However, acceptance depends on the country and the pharmacy. In most cases, you will need to cover the costs yourself initially and can then submit the invoice to your insurance for reimbursement. Please check with your insurance in advance to confirm whether and to what extent cost coverage is provided abroad.

Yes, this is possible. You can forward your e-prescription to a mail-order pharmacy of your choice. The pharmacy will then conveniently send the medication directly to your home.

No, strict medical guidelines apply. Medications in group A+ as well as drugs that require regular or close medical supervision (e.g. through blood tests or physical examinations) cannot be prescribed.

Your e-prescription will be made available directly in the Medgate App. You can use it to collect your medication at any pharmacy in Switzerland. The prescription includes a QR code, which the pharmacy scans to dispense the medication. The QR code ensures that the prescription can only be redeemed once.

In Switzerland, a prescription is generally valid for one year unless the doctor has specified a shorter validity period. For certain medications, especially those subject to specific legal regulations, the validity may be limited. Please note that a prescription cannot be redeemed once the validity period has expired.

For safety and quality reasons, there are restrictions on telemedicine prescriptions. For example, narcotic medications (e.g. A+ preparations) or drugs requiring regular physical examinations or close laboratory monitoring cannot be prescribed. In such cases, in-person medical care is necessary.

As a rule, it is not possible to issue retroactive certificates; the certificate of incapacity for work is only possible from the date of the first contact with Medgate.

If medically appropriate, the Medgate doctor can issue a prescription after a telephone consultation. Medical certificates to confirm incapacity for work are issued at the discretion of the doctor and are subject to strict guidelines. The guidelines for the issue of a medical certificate (excerpt from Medgate's guidelines for the medical certificate after a teleconsultation) are: the Medgate physician may only certify facts that he believes to be true based on careful and expert appraisal; the medical certificate is only valid as proof of the certified incapacity for work after the employer has accepted it; a certificate for 100% incapacity for work can be issued, while partial incapacity for work cannot be assessed over the phone or video; and Medgate will issue a simple medical certificate, based on the certificate published by the Swiss Insurance Medicine syndicate.

Employers are not obliged to accept a sick note issued via telemedicine. This notice is also explicitly stated on the certificate itself.

If the treatment duration agreed with Medgate is insufficient, you have the option to extend it by one month two weeks before it expires. To do so, submit a request for extension via the «Administrative Question» function on the app’s home screen through chat. Once the extension has been processed, you will find the updated treatment plan in the app under «Treatments».

To access your treatment plan and medical documents, please download the Medgate App. Register with your email address / password and enter your insurance details. Afterwards, your treatment plan and all related medical documents (e.g. prescriptions, referrals, sick leave certificates) will be available in the «Treatments» menu item.

The treatment plan is a summary of the procedure arranged with Medgate for optimal treatment of your medical concern. It contains medical recommendations as well as any further doctor's teleconsultations.

After you have attended the recommended examination or appointment with the referring doctor, please get back to us. Use the «Administrative Question» function in the Medgate App for this purpose. This will ensure that your treatment can be continued seamlessly and that the next steps can be planned together.

You can find your treatment plan and all medical documents (e.g. prescriptions, referrals, sick notes) in the Medgate App under the «Treatments» menu. The medical documents are assigned to their respective treatments. When you tap on a treatment, the treatment plan along with the associated documents will open. If there are multiple treatments, they will be listed one below the other, with the most recent treatment appearing at the top.

If a teleconsultation indicates that further medical treatment is required, our doctors refer you to a doctor of your choice. Alternatively, we would be happy to recommend a doctor in the Medgate Partner Network. Please note that a free choice of doctor may be limited in some alternative insurance plans.

Yes, this is possible – but only as long as the files have not been finally saved. During the booking process, you can remove uploaded files as long as you have not yet clicked “Next”. You can also delete files before saving in the consultation overview (accessible via the appointment notification on the home screen or under “Account” > “Consultations”). To do this, open the consultation, click the “+” symbol to add files, and remove unwanted files using the “X” on the right side. Once the images/documents have been sent to Medgate, they become part of your medical record and can no longer be deleted by you in the app.

In the Medgate App, you can find your documents under the “Treatments” menu. Select the desired treatment to view the treatment plan and all related documents. You can also download or forward the documents using the icon at the top right. Please note that forwarding takes place outside the Medgate App, and the security of the chosen channel is your responsibility. Your documents are available to you at any time and permanently within the app.

If you do not use the Medgate App, you will receive an email after your teleconsultation containing an individual link to the Medgate Download Portal. When you click the link, the portal will open. At the same time, you will receive a confirmation code via SMS, which you must enter. Only after successfully entering this code can you access and download your documents. Please note that for each subsequent access, you must open the email link again and enter the current SMS code. Additionally, your documents are only available via this method for seven days following the teleconsultation. Using the Medgate App is simpler and more convenient: your documents are available at any time and permanently without additional links or codes. At the same time, the app provides direct access to your treatment plan, allows you to book appointments yourself, and upload documents easily.

In the Medgate App, you can upload photos and documents in several ways: either at the end of the appointment booking process, via the home screen by accessing your consultation, or through “Account > Consultations” by selecting the desired consultation. In all cases, you will be taken to the consultation details page, where you can add your files by clicking the “+” symbol on the right-hand side.

If you do not use the Medgate App, you will receive an individual link via email and SMS before your teleconsultation, granting you access to the Medgate Upload Portal. There, you must first enter your date of birth to confirm access. You can then select the desired files on your device or drag and drop them into the designated area. By clicking “Upload”, the files will be sent to the treating doctor. Please note that this method is intended for single use only and may be less convenient. We recommend using the Medgate App, where you can add your photos and documents directly to the consultation, have access to your treatment plan and medical documents at any time, and easily book appointments yourself.

Photos, documents, or recordings can help our doctors better understand your concern. Please consider the following points: take at least three photos of your symptoms – from a distance, up close, and from the side (to show any elevations); place a coin or ruler in the field of view as a reference size; ensure the photo is not too dark or blurry; if only one side of the body is affected, also take a photo of the unaffected side for comparison (e.g., hands, feet, knees, eyes); the face and genital area should not be photographed if these parts are not affected by the current health complaint – if this is not possible for the area selected, please cover the genital area, especially if the patient is a child; and get help from someone if necessary, or use a tripod and self-timer – if your smartphone uses the “Live Photos” function, turn it off.

You can upload up to 10 files. Each file may be a maximum of 10 MB in size.

Error messages during the upload of images, videos, or documents may occur for the following reasons: maximum number exceeded – you can upload up to 10 files per request, so to add another file, please remove an existing one first; maximum file size exceeded – each file may be a maximum of 10 MB in size; or unsupported file format – allowed formats are pdf, jpeg, jpg, png, HEIC, m4a, mp3, mov, mp4, and webm. If the error message persists or another problem occurs, please contact our customer service at +41 61 377 88 28.

The following formats are supported: documents – pdf; photos – jpeg, jpg, png, HEIC; audio – m4a, mp3; video – mov, mp4, webm.

Yes, if you are insured under a telemedicine model and there is a reporting obligation for treatments, referrals must also be reported. You can easily do this via the “Administrative Question” chat function in the Medgate App.

You can easily report an appointment via the «Administrative Question» chat function in the Medgate App.

You can find your reported doctor visits in the app under «Account» > «Reported doctor visits».

When registering, you can choose whether to receive push notifications. You can later activate or deactivate them at any time under “Account” > “Permissions” > “Notifications” and manage the desired notification categories there. Please also ensure that push notifications are enabled in your device’s general settings as well as for the Medgate App.

If you are not receiving push notifications, this may be due to several reasons: push notifications are disabled in your device settings or not permitted for the Medgate App; in the Medgate App, no or incorrect notification categories are activated under “Account” > “Permissions” > “Notifications”; or your internet connection is unstable or interrupted, preventing notifications from being delivered. Please first check the settings on your device and in the app. If the problem persists, please contact our customer service at +41 61 377 88 28.

Push notifications ensure that you do not miss any important information – such as appointment reminders, messages from your doctor, or new medical documents. Without push notifications, you would need to actively check this information yourself in the app.

Information such as your name, date of birth, or address comes directly from your insurance provider. To make changes to these personal details, please contact your insurer. Once the data is updated there, it will be automatically reflected in the Medgate App.

You can update your phone number at any time in the app. To do so, go to “Account” > select the desired profile > “Mobile number”. Changing your email address is not possible directly in the app. Please contact our customer service at +41 61 377 88 28 for this.

You will be asked to select the profile of the patient to be treated before you book a teleconsultation (book an appointment) or use the Doctors' Chat. If multiple profiles are available, make sure you have selected the right one.

Keep your access data in a secure place. Never share your access data and do not leave your cell phone unattended.

You can view past appointments in the app under “Account” > “Consultations”.

For reasons of data protection and medical confidentiality, the profile of a minor can only be assigned to a user account. If you wish to assign your child's profile to your partner's user account, you must delete it from your user account and then add it to your partner's account.

You must be an adult in order to use the app. However, minors can be added as a profile to the user account of a parent or guardian.

You can add a child profile directly in the app under “Account”. Alternatively, you can register a child when booking a medical consultation or submitting an administrative question. At the start, you will be asked who the request concerns. Please have your child’s insurance card ready, as insurance details must also be provided for children.

In the app, open the “Account” section, select the desired child profile, and tap “Remove child” at the bottom to delete the profile.

Once your child reaches adulthood, access to their profile in the Medgate App will be automatically removed for legal reasons and to protect medical data. Shortly before reaching adulthood, the legal guardians will receive a push notification regarding this. For your child to use the Medgate App independently, they must create their own user account. From that point on, medical documents will only be accessible to your child themselves, provided they have registered. As a legal guardian, you will no longer have access to the existing records after your child reaches adulthood.

This is not possible as the medical confidentiality cannot be guaranteed. Only minor children of an authorized person can be added to a user account.

This is not possible, because medical confidentiality would not be maintained. Only under-age children of a legal guardian may be added to a user account.

Verification is necessary because, according to medical confidentiality, medical data may only be shared with the legal guardians. Verification ensures that only you, as the authorised person, have access to and can view your child’s medical documents. These include, for example, treatment plans, prescriptions, or medical certificates.

When registering in the Medgate App, you can indicate whether you wish to receive invoice copies by email. You can adjust this setting at any time in the app: go to “Account” > select the desired profile > “Settings” and choose whether to request or decline invoice copies by email. Please note: this setting applies at the profile level. If multiple profiles are stored in your app, the selection must be made separately for each person.

The consultation is billed as part of the statutory health insurance benefits (analogous to a visit to a doctor's practice) and is recognized by all Swiss health insurers. A teleconsultation costs on average CHF 50.00. In certain insurance models with our partner health insurers there are not even any franchise or deductible costs. Depending on the mobile phone service provider, a video consultation may incur data transmission fees, which is why we recommend that you connect to a WiFi network. If you are abroad at the time of the teleconsultation, you may need to pay additional telephone or roaming costs. In this case we recommend that you book a video consultation and connect to a WiFi network.

The app user pays for data transfer. Please note that extra charges may apply if you use the app outside Switzerland. Check with your phone company for roaming charges.

No, there are no charges for cancelled appointments. However, please cancel your appointment as early as possible so that it can be made available to other patients.

Legal information, such as the general terms and conditions, can be found under “Account” > “Legal”.

To use the app securely and have access to all its functions, make sure you've activated automatic updates and that your operating system is in its original state.

The Medgate App can be downloaded from the app stores of the following countries: Switzerland, Liechtenstein, Germany, France, Italy, and Austria. Once installed, you can use the app worldwide, provided you have a stable internet connection.

Data protection and the safeguarding of medical confidentiality are of paramount importance to Medgate and are guaranteed at all times. Medgate is subject to the guidelines that apply to any medical practice.

Yes, data transfer is protected. The dialog is transferred with an encryption protocol (SSL). The information is stored in a protected database, kept confidential and is subject to medical confidentiality.

Yes. All our doctors have several years of clinical experience, are specially trained in telemedicine and licensed. They are supported in their work by evidence-based and established medical guidelines as well as state-of-the-art information and communications technology.

The Medgate App has been developed with strict adherence to current data protection regulations. All data is transmitted securely and encrypted. Additionally, data within the app is protected by a password to prevent access by third parties. Users must also verify their identity with an ID/passport and insurance card to use the app.

Your contact with Medgate is fully documented for your safety and quality assurance. You can choose whether to consent to this documentation; however, we strongly recommend doing so as it serves to protect you. All our staff are bound by medical confidentiality and strictly adhere to applicable data protection regulations. Detailed information on data protection can be found in the Medgate App under “Account” > “Legal”.

You can manage your consents in two places within the Medgate App. General consents for your app: Under “Account” > “Permissions”, you can enable or disable push notifications, biometric login, and data collection. User-specific consents: Under “Account” > select the desired profile > “Settings”, you can also manage consent for call recording and the sending of invoice copies by email.

Screenshots are deliberately blocked in the Medgate App to best protect your sensitive health data. This is a mandatory compliance requirement that ensures confidential information such as medical documents, prescriptions, or medical certificates is not accidentally shared or stored in insecure environments. If you wish to enable screenshots for specific insurance case inquiries or questions about app functions, you can activate this under “Account” > “Permissions”.

Verification is necessary to be able to release medical data (e.g., treatment plan, incapacity certificate, prescriptions, time slot entries). Verification ensures that the data is not made available to an unauthorized person. Accepted documents are: identity card, passport and foreign residence permits B and C. The documents must be valid.