Account
Is patient registration free?
Yes. Patient registration on the Service Pharmacy Platform (SPHP / ScriptFabrik) is free. After signing up you can search for doctors, view profiles and – if enabled – request appointments online. Doctors use Base, Gold and Platinum packages with different features.
How do I create a patient account?
Click “Register”, choose the patient type and enter your email, password and required details. Then confirm your email via the link in the confirmation message. After that you can sign in and use the platform.
How do I register as a doctor?
Use “For doctors” or doctor registration to create an account and choose a package (Base, Gold or Platinum). Then set up your practice profile – specialties, opening hours, location and more. Features such as online booking or SEO depend on the selected package.
How do I sign in?
Open the login page and enter your email address and password. Signing in is required for online appointment booking. If you have issues, check that your email is confirmed or reset your password.
How do I reset my password?
On the login page use “Forgot password”. Enter your email and follow the link in the message to set a new password. Also check your spam folder if the email does not arrive.
Why do I need to confirm my email?
Email confirmation ensures the account belongs to you and helps prevent abuse. Without confirmation, login or booking may be limited. Open the link in the confirmation email; request a new message if needed.
I did not receive the confirmation email – what should I do?
Check spam/junk and that the email address is correct. Wait a few minutes and request confirmation again if needed. If that fails, use the help center at /help, a support ticket or live chat.
How do I delete my account?
You can request account deletion via account settings or support. Under GDPR you have a right to erasure; open appointments or invoices may affect processing. Contact support via /help, a ticket or live chat.
Search
How do I find the right doctor?
Use doctor search and filter by specialty, rating, language, insurance and distance. The results list shows short info; open the profile for details, opening hours and – if enabled – online booking.
Which filters are available in doctor search?
Typical filters include specialty, location/radius, ratings, spoken languages and insurance types. Combine filters to find matching practices faster. Available options may vary slightly by region and data coverage.
How does the map in search work?
The map shows practices with stored coordinates near you. Displaying external map content requires the “External media” cookie category. Without consent the map may stay hidden.
Why is the map not shown?
Maps use external services and appear only after you allow the “External media” cookie category. Open cookie settings in the footer, enable that category, then reload the page.
How do I filter by insurance?
Practices store details such as statutory, private, self-pay or occupational insurance. In search, select the desired insurance type as a filter. For specifics, check the doctor profile or contact the practice.
Can I filter by spoken languages?
Yes. Many doctor profiles list languages spoken at the practice. Use the language filter in search to narrow results. The platform itself is available in German, English, French, Italian and Spanish.
What do ratings and stars mean in search?
Stars and averages are based on approved patient reviews covering aspects such as friendliness, waiting time and consultation quality. They help orientation and do not replace medical advice. Reviews are moderated before going public.
How does radius / nearby search work?
When you share your location or set a place, search calculates distance to practices with stored coordinates. You can optionally sort by proximity. Without a location, location-based results stay limited.
Appointments
How do I book an appointment online?
Open the doctor profile and choose “Book appointment”. You must be signed in, and the doctor’s package must have the online_appointment feature enabled. Then select an available slot in the practice calendar.
Why do I see “Sign in to book”?
Online booking requires a signed-in patient account for security and privacy. Register or sign in, then return to the profile. Without login you can still view profiles but cannot book slots.
Why can I not book online with some doctors?
Online booking is only active when the doctor package has the online_appointment flag and the practice offers free slots. Without that feature, contact the practice via profile details or messages. A package upgrade may enable booking later.
Can I cancel or reschedule an appointment?
Booked appointments appear in the patient dashboard. Depending on practice rules you can cancel there; rescheduling often means cancel then book again. If unsure, contact the practice via listed details or messages.
How does the appointment calendar work for doctors?
With the calendar feature enabled, doctors manage availability and see incoming online requests. Free slots are shown to patients when online_appointment is active. Changes to opening hours and blocked times affect bookable slots.
Will I receive appointment reminders?
When notifications are enabled and configured, you may receive reminders for upcoming appointments. Check your account settings and spam folder. Exact delivery depends on practice and platform settings.
Where can I see a practice’s opening hours?
Opening hours are shown on the public doctor profile. Doctors edit them in profile settings; they also influence which times can be booked online. If free slots differ, the calendar’s released times apply.
Where can I find my booked appointments?
After signing in, view appointments in the patient dashboard or appointments section. There you can check status and cancel when allowed. Keep confirmations and contact the practice if anything is unclear.
Packages
Which doctor packages are available?
SPHP offers Base, Gold (Gold Pro) and Platinum packages. They differ in visibility and features such as website link, SEO editing, Google Top ranking, up to 5 treatments and profile video. See details and prices under “For doctors” or the packages page.
What does the Base package include?
Base covers the essentials: individual profile, personal info, overview publication, calendar and – when enabled – online booking (online_appointment). Advanced visibility such as website link, SEO edit or profile video typically belongs to higher packages.
What does Gold offer compared to Base?
Gold (Gold Pro) extends Base with more visibility: website link on the profile, Google presence and Google Top boost in SPHP doctor search, plus richer profile and contact display. You rank more prominently in search than with Base.
Which extra features does Platinum include?
Platinum builds on Gold and typically unlocks SEO editing (meta title/description), profile video (URL or upload), up to 5 highlighted treatments (treatments5) and extended presence (e.g. homepage profile). Ideal for maximum visibility and presentation.
What does “Google Top” mean in a package?
Google Top is a ranking boost inside SPHP doctor search, not an external Google Ads or SEO tool. Doctors with this flag typically appear above profiles without the boost when sorting by relevance. It does not replace website SEO outside the platform.
How do the website link and SEO editing work?
With the website feature you store and display a practice URL on the profile. SEO edit (usually Platinum) lets you set meta title, meta description and SEO slug for your public profile page. Without the package flags, fields stay locked or hidden.
What are “5 treatments” and the profile video?
With treatments5 you can list up to five highlighted treatments or conditions on the profile; without the flag often only one entry is allowed. The profile video (YouTube/Vimeo URL or file upload) appears on the public profile when the feature is enabled.
How does doctor package billing work?
Packages are typically billed monthly; term and cancellation follow the selected package and terms. In “Manage package” you can switch, move to a free option or cancel at period end. Open invoices remain visible until settled.
Reviews
How do reviews work?
Patients can rate enabled practices – e.g. friendliness, waiting time and consultation. Reviews are moderated and only published after approval. They help orientation and do not replace a medical diagnosis.
How often may I review the same practice?
To prevent abuse, a cooldown typically applies between reviews of the same practice. Multiple reviews in a short time may be rejected. Exact rules can vary with platform settings.
Can I reply to reviews?
If the platform enables doctor replies, you can respond to approved reviews in the practice area. Keep replies factual and privacy-safe – never include sensitive patient data. For questions, use support at /help.
Doctors
How do messages to doctors work?
Signed-in users can send practice-related requests via the internal messaging area. Messages are visible only to the involved accounts and do not replace emergency services. Do not use messages for medical emergencies.
What are observed doctors?
With “Observe”, signed-in patients save doctors to a personal list for quick access. Find the list in the dashboard under observed doctors. You can remove entries anytime.
How do I edit my doctor profile?
As a signed-in doctor, open “Doctor profile” in your account dashboard. Update texts, specialties, hours, location, images and – depending on package – website, SEO, treatments and video. Save changes so they appear publicly.
How do I upload practice images?
In profile editing you will find upload fields for profile and practice images. Follow allowed formats and size limits. Uploaded images appear on the public profile after saving and help patients get oriented.
Can patients see my contact details?
Public contact details depend on your profile settings and package (e.g. personal contact on higher tiers). Only released information is shown. Before saving, check which fields are publicly visible.
Privacy
How is my data protected?
SPHP processes personal data according to the privacy policy and applicable law (GDPR). Access is role-based; messages and appointments are visible only to authorized accounts. See the privacy page /datenschutz for details.
Which cookie categories exist?
Categories are necessary, statistics, marketing and external media. Necessary cookies are required for login and security; the others are optional and only active with your consent. You can change the selection anytime via cookie settings in the footer.
Do I have to accept all cookies?
No. You can accept essential cookies only or customize categories. Without statistics, marketing or external media, login and core features still work; maps and some embeds may be missing. Consent lasts for the configured period (typically many months).
What rights do I have under GDPR?
You have rights including access, rectification, erasure, restriction of processing, data portability and objection. Submit requests via the contact page, /help or contacts listed in the privacy policy. We handle requests within the legal framework.
What should I do in a medical emergency?
SPHP is not an emergency service and does not replace calling emergency numbers. In acute emergencies dial 112 or your local emergency number, or go to the nearest emergency department. Messages and booking are not suitable for emergencies.
How can I export my data?
Under GDPR you can request access or data portability. Use the contact page, a ticket at /help or live chat and describe which data you need. We provide information within the legally required scope.
Technical
Which browsers are supported?
Use current versions of Chrome, Firefox, Edge or Safari. Outdated browsers or strict tracking blockers may affect login, maps or booking. If issues persist, clear cache, try another device or contact support at /help.
Is there a dark mode?
If the interface offers dark mode, find the toggle in settings or the platform header. The preference is stored locally or on the account. If the option is missing, use the standard mode for now.
In which languages is the platform available?
The interface is available in German (de), English (en), French (fr), Italian (it) and Spanish (sp). Switch language via the language selector in the navigation. Doctor profile content may exist only in some languages depending on what was entered.
How do I reach support, help and live chat?
Use the help center at /help, the guided flow at /help/guide, tickets or live chat. The contact page is also available for general inquiries. Please describe the page, browser and ideally a screenshot so we can help faster.