A patient has their first appointment at a new clinic on Thursday. On Wednesday night, they wonder: which entrance do I use? Is there parking? How long does it take from the station? Is there a lift? They cannot find the answers on the website, so they call in the morning, along with several other new patients asking the same things.
Clinic directions questions, parking questions and accessibility questions are simple but important. A patient who gets lost or cannot park may arrive stressed, late or not at all.
Finding the clinic
Patient: Which entrance do I use? Answer: The clinic is on the second floor of the Riverside Health Centre. Use the main entrance on Park Road, not the car park entrance, and take the lift to level 2.
Buildings shared with other services confuse first-time visitors. Name the building, the entrance and the floor.
Parking
Patient: Where can I park? Answer: There's a pay-and-display car park behind the building, costing $3 for up to two hours. Two accessible bays are next to the main entrance. The car park is often full before 10am, so allow extra time.
Public transport
Patient: Can I get there by bus? Answer: Buses 4 and 17 stop outside the health centre, and the train station is a ten-minute walk.
Accessibility
Patient: Is the clinic wheelchair accessible? Answer: Yes. The main entrance is step-free, there's a lift to all floors, and the clinic has an accessible toilet and a hearing loop at reception.
Describe features specifically, the same principle that applies to hotels, covered in pet-friendly and accessibility questions answered clearly.
Arriving early and waiting
Patient: How early should I arrive for my first appointment? Answer: Please arrive 10 minutes early for your first visit so reception can check your details. There's a waiting area on level 2 with seating and a water fountain.
Children and carers
Patient: Can I bring someone with me? Answer: Yes, you're welcome to bring a family member or carer. There's space in the waiting area and consultation rooms for one companion.
Running late
Patient: I'm going to be late. What should I do? Answer: Please contact reception as soon as you can. If you're more than 15 minutes late, the appointment may need to be rearranged so other patients aren't delayed.
Publishing a clear late-arrival policy helps patients plan and reduces the awkward conversations at reception when someone arrives well after their time.
Why these answers reduce missed appointments
Patients who are anxious about finding a clinic sometimes do not go. Clear directions and access information remove one reason to miss an appointment, and reduce late arrivals that disrupt the clinic's schedule.
Publishing a "finding us" page
A single page covering the building, entrance, floor, parking, transport and accessibility answers nearly every arrival question. Link it from appointment confirmations.
Making answers instant
SpideyChat for healthcare practices answers arrival questions from your published information at any hour, including the evening before an appointment, as described in patient enquiries that arrive after the practice closes. New patients ask these alongside registration questions, covered in new patient registration questions answered without a call. The assistant itself should be easy to use for everyone, a point made in the accessible website assistant.
Check that your "finding us" information is specific and current. Then try an assistant on your practice website, or see the features.