[FACILITY NAME] - Patient Information & FAQ

About [FACILITY NAME]

[FACILITY NAME] is located at [FACILITY ADDRESS]. [SHORT DESCRIPTION OF YOUR FACILITY, e.g. "We are a multi-specialty hospital providing comprehensive outpatient and inpatient care to individuals and families across Lagos State."]

Registration Number: [REGISTRATION NUMBER, e.g. "HEFAMAA/REG/2018/00456"] Facility Type: [e.g. "Private Hospital" / "Specialist Clinic" / "HMO-Registered Health Centre"]

Accreditations: [LIST YOUR ACCREDITATIONS, e.g.:]

• National Health Insurance Scheme (NHIS) Accredited Provider
• [STATE] State Ministry of Health Licensed Facility
• Medical and Dental Council of Nigeria (MDCN) Registered
• [ADD ANY OTHERS, e.g. "ISO 9001:2015 Certified" / "HEFAMAA Certified"]

Departments & Services

[REPLACE THE DEPARTMENTS BELOW WITH YOUR ACTUAL DEPARTMENTS. Remove any that don't apply and add your own.]

• General Practice / Family Medicine: [DESCRIPTION, e.g. "Routine consultations, chronic disease management, preventive care, and referrals for adults and children."]
• Paediatrics: [DESCRIPTION, e.g. "Comprehensive care for infants, children, and adolescents including growth monitoring, immunisations, and sick-child consultations."]
• Obstetrics & Gynaecology: [DESCRIPTION, e.g. "Antenatal and postnatal care, family planning, gynaecological consultations, and delivery services."]
• Internal Medicine: [DESCRIPTION, e.g. "Diagnosis and management of complex adult conditions including diabetes, hypertension, and kidney disease."]
• Surgery: [DESCRIPTION, e.g. "General surgical procedures including appendectomy, hernia repair, and minor surgical interventions."]
• Ophthalmology: [DESCRIPTION, e.g. "Eye examinations, vision correction consultations, and treatment of eye conditions."]
• Dentistry: [DESCRIPTION, e.g. "General and restorative dental care including extractions, fillings, scaling, and polishing."]
• Physiotherapy & Rehabilitation: [DESCRIPTION, e.g. "Post-operative rehabilitation, musculoskeletal therapy, and stroke recovery programmes."]
• Laboratory & Diagnostics: [DESCRIPTION, e.g. "Full blood count, biochemistry panels, urinalysis, radiology (X-ray, ultrasound), and more."]
• [ADD ANY OTHER DEPARTMENTS, e.g. Cardiology, ENT, Dermatology, Mental Health]: [DESCRIPTION]

Operating Hours

• Outpatient Department (OPD): [OPD HOURS, e.g. "Monday – Friday: 8:00 AM – 5:00 PM; Saturday: 9:00 AM – 2:00 PM"]
• Specialist Clinics: [SPECIALIST CLINIC DAYS, e.g. "Tuesdays and Thursdays, 9:00 AM – 3:00 PM (by appointment only)"]
• Emergency Unit: Open 24 hours, 7 days a week, including public holidays
• Pharmacy: [PHARMACY HOURS, e.g. "Monday – Saturday: 8:00 AM – 8:00 PM; Sunday: 10:00 AM – 4:00 PM"]
• Laboratory: [LAB HOURS, e.g. "Monday – Saturday: 7:30 AM – 6:00 PM; Emergency lab services available 24/7"]

For public holidays, please call ahead on [FACILITY PHONE] to confirm availability.

Appointment Booking

• How to book: Call [APPOINTMENT PHONE/EMAIL] or book online at [BOOKING WEBSITE URL].
• Walk-in policy: Walk-in patients are welcome during OPD hours. Patients with prior appointments will be attended to first.
• Online booking: Available 24/7 at [BOOKING WEBSITE URL]. Confirmation is sent by SMS and email.
• Specialist appointments: All specialist consultations require an advance appointment. Same-day specialist slots are subject to availability.
• Cancellation policy: Please cancel or reschedule at least [CANCELLATION WINDOW, e.g. 24] hours before your appointment to avoid a cancellation fee. To cancel, call [APPOINTMENT PHONE/EMAIL].

Consultation Fees

[UPDATE ALL FEE AMOUNTS TO MATCH YOUR ACTUAL RATES. Add or remove tiers as needed.]

• General / Family Medicine Consultation: ₦[GENERAL CONSULT FEE, e.g. 5,000.00]
• Specialist Consultation: ₦[SPECIALIST CONSULT FEE, e.g. 15,000.00]
• Follow-up Consultation (within 7 days, same condition): ₦[FOLLOW-UP FEE, e.g. 3,000.00]
• Child Welfare / Immunisation Clinic: ₦[PAEDS FEE, e.g. 3,500.00]
• Antenatal Registration (first visit): ₦[ANTENATAL CONSULT FEE, e.g. 8,000.00]
• Emergency / Out-of-Hours Consultation: ₦[EMERGENCY CONSULT FEE, e.g. 10,000.00]

Consultation fees are payable before consultation. HMO patients, see the Insurance & HMO section below.

Insurance & HMO

Accepted HMO Plans

[REPLACE THE PLANS BELOW WITH THE HMOs YOU ACTUALLY ACCEPT. Remove any that don't apply.]

• [HMO PLAN 1, e.g. "NHIS (National Health Insurance Scheme)"]
• [HMO PLAN 2, e.g. "AXA Mansard Health"]
• [HMO PLAN 3, e.g. "Hygeia HMO"]
• [HMO PLAN 4, e.g. "Reliance HMO"]
• [HMO PLAN 5, e.g. "Leadway Health"]
• [HMO PLAN 6, e.g. "Clearline International"]
• [ADD OTHERS AS APPLICABLE]

Enrollment & Eligibility

• To access care under your HMO plan, present a valid HMO card and a government-issued photo ID at the reception.
• Patients must confirm their [FACILITY NAME] is listed as a preferred or registered provider under their HMO plan before visiting.
• For NHIS enrollees: present your NHIS card and a valid means of identification.

Pre-Authorization

• Certain specialist consultations, surgeries, and diagnostic procedures may require pre-authorization from your HMO before treatment.
• Please contact your HMO directly or speak with our HMO Liaison Officer on [FACILITY PHONE] to initiate pre-authorization.
• Emergency care is provided immediately; HMO notification is completed within 24 hours of admission.

Co-Pay

• Enrolled HMO patients are required to pay a co-pay of ₦[CO-PAY AMOUNT, e.g. 1,500.00] per consultation visit.
• Co-pay applies regardless of plan tier. Items not covered by your plan will be billed at the standard rate.
• Patients are advised to verify their specific plan benefits directly with their HMO provider.

Laboratory & Diagnostics

[LIST ONLY THE TESTS AND SERVICES YOU ACTUALLY OFFER ON-SITE. Remove or add as needed.]

Available Tests & Services

• Full Blood Count (FBC)
• Fasting Blood Sugar (FBS) & HbA1c
• Liver Function Tests (LFT) and Kidney Function Tests (KFT)
• Lipid Profile
• Urinalysis and Urine Culture
• Malaria Rapid Diagnostic Test (RDT) and Thick Film
• HIV Screening (with counselling)
• Hepatitis B & C Screening
• Pregnancy Test (serum and urine)
• Widal Test and Typhoid Antigen Test
• Thyroid Function Tests (TFT)
• Stool Microscopy and Culture
• X-Ray (plain films)
• Ultrasound Scan (abdominal, pelvic, obstetric)
• Electrocardiogram (ECG)
• [ADD ANY OTHERS, e.g. "CT Scan", "MRI (referred to partner centre)", "Echocardiogram"]

Turnaround Times

• Routine tests (FBC, urinalysis, blood glucose, malaria RDT): Same day; results typically within 2–4 hours
• Culture and sensitivity tests: 3–5 working days
• Specialised / send-out panels: [LAB TURNAROUND TIME, e.g. "48–72 hours; results communicated by SMS and accessible via the patient portal"]
• Radiology reports (X-ray, ultrasound): Same day or next working day

Sample Collection

• Fasting samples (lipid profile, FBS): Please fast for a minimum of 8 hours before sample collection.
• Sample collection is available during laboratory hours. Home sample collection is [AVAILABLE/NOT AVAILABLE]. [If available: "Contact [FACILITY PHONE] to arrange. A home collection fee of ₦[HOME COLLECTION FEE, e.g. 3,000.00] applies."]

Pharmacy

[FACILITY NAME] operates an on-site pharmacy for the convenience of our patients.

• Location: [PHARMACY LOCATION, e.g. "Ground floor, adjacent to the main reception"]
• Hours: [PHARMACY HOURS, e.g. "Monday – Saturday: 8:00 AM – 8:00 PM; Sunday: 10:00 AM – 4:00 PM"]
• Prescription filling: Prescriptions issued by [FACILITY NAME] doctors are dispensed immediately. External prescriptions are accepted subject to availability of the medication.
• Dispensing policy: Controlled and prescription-only medicines require a valid doctor's prescription. Over-the-counter medications are available without a prescription.
• HMO drug coverage: Drug benefits for enrolled HMO patients are limited to the formulary approved by your plan. Out-of-formulary medications are billed at the standard retail rate.
• For drug availability enquiries, call the pharmacy directly on [FACILITY PHONE] or extension [PHARMACY EXTENSION].

Emergency Services

• Emergency Line (24/7): [EMERGENCY PHONE, e.g. "+234 802 000 1234"]
• The emergency unit is open 24 hours, 7 days a week, including weekends and public holidays.
• Ambulance service: [AVAILABLE/NOT AVAILABLE]. [If available: "Our ambulance service is available for emergency transfers and pick-ups within [COVERAGE AREA, e.g. 'Lagos Mainland and Island']. To request an ambulance, call [EMERGENCY PHONE]. A transport fee of ₦[AMBULANCE FEE, e.g. 25,000.00] applies, subject to distance."]
• Trauma & emergency care: Patients presenting with life-threatening conditions are attended to immediately regardless of HMO status or ability to pay at the point of entry. Billing is addressed after stabilisation.
• Resuscitation: The facility is equipped with emergency resuscitation equipment including a defibrillator, oxygen, and emergency drug trolleys.
• In cases of major trauma or conditions requiring specialist care beyond our current capacity, patients will be stabilised and referred to the nearest appropriate tertiary facility.

Visiting Hours & Policy

• General ward visiting hours: [VISITING HOURS, e.g. "Daily: 3:00 PM – 5:00 PM and 7:00 PM – 8:30 PM"]
• Maximum visitors per patient: [e.g. "2 visitors at a time to maintain a calm healing environment"]
• Children under 12: [e.g. "Not permitted in inpatient wards except under special circumstances approved by the nurse in charge"]
• ICU / HDU visiting policy: [ICU VISITING POLICY, e.g. "Access is restricted to immediate next of kin only. Two designated visiting windows: 10:00 AM and 4:00 PM, for a maximum of 15 minutes per visit. All ICU visits must be approved by the nurse in charge."]
• Visitors are required to sign in at the nurses' station and wear a visitor's pass.
• Visitors showing signs of illness (fever, cough, cold) are respectfully asked not to visit to protect vulnerable inpatients.
• Gifts of food from outside the facility are subject to approval by the attending nurse.

Patient Portal

[FACILITY NAME] offers a secure online patient portal for registered patients.

• Portal URL: [PATIENT PORTAL URL, e.g. "https://portal.yourfacilityname.com.ng"]
• Features available:
  • View and download test results and laboratory reports
  • Access consultation notes and discharge summaries
  • Book and manage appointments online
  • View your medication history
  • Receive appointment reminders by SMS and email
• How to register: Request portal access at the reception during your next visit. You will receive a registration link via email.
• For portal support, email [FACILITY EMAIL] or call [FACILITY PHONE].

Maternity Services

[REMOVE THIS ENTIRE SECTION IF MATERNITY SERVICES ARE NOT OFFERED.]

[FACILITY NAME] provides comprehensive maternity care from conception through postnatal recovery.

Antenatal Care

• Registration: Antenatal registration is open to women from [e.g. "8 weeks"] gestation onwards.
• Antenatal package (full course): ₦[ANTENATAL PACKAGE PRICE, e.g. 120,000.00] — includes all scheduled antenatal visits, routine blood tests, obstetric ultrasound scans, and tetanus immunisation.
• Scheduled visits follow the [e.g. "WHO"] recommended antenatal care schedule.
• Classes in birth preparation, breastfeeding, and newborn care are [AVAILABLE/NOT AVAILABLE].

Delivery Services

• Normal (vaginal) delivery package: ₦[NORMAL DELIVERY PRICE, e.g. 250,000.00] — includes labour room charges, delivery, immediate postnatal monitoring, and newborn assessment.
• Caesarean section (CS) package: ₦[CS DELIVERY PRICE, e.g. 450,000.00] — includes surgery, anaesthesia, a [e.g. "3-night"] inpatient stay, and postnatal review.
• The delivery suite is equipped with foetal monitoring equipment and staffed by qualified midwives and obstetricians at all times.
• Emergency obstetric care is available 24/7.

Postnatal Care

• Postnatal follow-up visits are scheduled at [e.g. "6 weeks"] post-delivery.
• Newborn screening (including hearing test and metabolic screening) is [AVAILABLE/NOT AVAILABLE].
• Family planning counselling is offered at the first postnatal visit.

Package prices are indicative. Final billing may vary based on length of stay, complications, and additional interventions. Please speak with our billing office for a detailed quote.

Contact Information

• Main Reception: Available during OPD hours — [FACILITY PHONE, e.g. "+234 801 234 5678"]
• Emergency Line (24/7): [EMERGENCY PHONE, e.g. "+234 802 000 1234"]
• Appointments: [APPOINTMENT PHONE/EMAIL, e.g. "+234 803 111 2222 / [email protected]"]
• Email: [FACILITY EMAIL, e.g. "[email protected]"]
• Address: [FULL FACILITY ADDRESS including area, city, state, and Nigeria]
• Website: [FACILITY WEBSITE URL]
• Online Booking: [BOOKING WEBSITE URL]

Safety & Accreditation

• The facility is licensed by the [STATE, e.g. Lagos] State Ministry of Health and operates in full compliance with applicable Nigerian health regulations.
• All medical and nursing staff hold current registration with their respective statutory bodies (MDCN, NMCN, MLSCN, as applicable).
• Infection prevention and control: The facility adheres to standard infection prevention and control (IPC) protocols including hand hygiene, waste segregation, and sterilisation of equipment.
• Medical waste disposal: Sharps, biological, and pharmaceutical waste are disposed of through a certified medical waste management contractor in line with regulatory requirements.
• 24-hour power supply: Generator backup ensures uninterrupted power for critical equipment and refrigerated storage.
• Fire safety: Fire extinguishers, smoke detectors, and clearly marked emergency exits are in place throughout the facility. Fire drills are conducted [e.g. "quarterly"].
• Patient rights: All patients are entitled to respectful, confidential, and non-discriminatory care. Patient rights and responsibilities are displayed at the reception.
• [OPTIONAL: "CCTV monitoring is active in public areas and corridors for the safety of patients, staff, and visitors."]
• [ADD ANY SPECIFIC ACCREDITATIONS, e.g. "ISO 9001:2015 Quality Management certification" / "JCI Accredited Facility"]

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Last updated: [DATE]