Frequently Asked Questions



Do you offer training for my team?

The system has been designed to be intuitive, eliminating the need for training, however we will provide an onboarding manual. In addition, your personal account manager and our customer support team are always available should you or your team need extra help.

Do I need to invest in new equipment or install new software? 

No, the entire service is web-based. You don't need to install anything on your computer nor invest in expensive software. 

I am a Doctor at 2 different GP practices. Can I still use Certific?

Yes. If both practices are using the Certific platform, once logged in, you will have the option to simply switch clinics.  

​​Is Certific GDPR-compliant? Do I have access to the patient's information when they are on a different patient list?

In accordance with GDPR, all clinics are separated on the platform, meaning it is only possible to access the medical information of the patients registered to your medical centre.

How long does the onboarding process take?

From receipt of the signed contracts and patient lists, we can have you onboarded and ready to go in as little as 1 working day. 

In which languages is Certific’s platform available?

Currently, Certific can be used in English and Estonian, however this may change in the future based on demand.

Doctor-patient communication

Can all patients use Certific’s platform?

Once your clinic is registered with Certific, only patients on your patient list are able to contact you using Certific.  

What can I do to encourage patients to use the platform?

As part of our services, Certific will assist you in creating and implementing referral messaging for your website, information pages, and automated voicemail systems.

How do patients see GP responses?

The patient will receive an email notification if the doctor responds or closes his or her appeal. Due to security reasons, the answer is not included in the email, so the patient must log in again to view the answer.

How can the GP practice initiate contact with a patient?

To start an e-contact with a patient, select the “start query” option at the bottom right-hand side of the screen.  Once the query is complete, the patient will receive an email notification and will need to log in to Certific to view the query.


How do I sign in to Certific?

As a doctor, you can log in via Certific Platform where all referrals are displayed as a list in the clinic's view.

If you also are a patient of a practice using Certific (in the same or another clinic), you can switch between the healthcare professional and the patient view by clicking the "Change role" button that appears in the menu on the left.

How can I add staff members to my clinic's profile?

To add or remove staff members to your clinic’s profile, please contact us at



Is this service available 24 hours a day?

You can submit your e-request to your medical centre via Certific's platform 24/7, however your medical centre will only respond during their working hours.

Can I use this service whilst travelling abroad?

The Certific platform is a web-based platform that can be accessed whenever you have an Internet connection and a web browser, including while travelling abroad.

Doctor-patient communication

How long will it take to receive a reply from my doctor?

Your medical centre will reply as soon as possible within the working hours of the practice.

If you need urgent help, you can call 112 or go to the nearest emergency department.

Can I make a request for someone else?

You can make a request for a person you legally care for.  Log in with your own ID and select "The query is for someone else". You will then be redirected so that you can provide information about your child, spouse or relative.

Can I request a sick note?

Yes, it is possible to request a sick note when submitting your e-contact.  

How can I extend or end my sick note?

You can request to end or extend your sick note by selecting “Other health issue” in your e-contact form. 

Can I request a prescription?

Yes. Please choose the prescription option and have your medication details on hand to complete the request. 

I would like to delete my data. How can I do that?

To delete your data, please contact your medical centre. Your medical centre is responsible for ensuring the security and confidentiality of your information.

Can I submit a query if I am not registered as a patient? 

It is only possible to use this service if your medical centre is using Certific and you are a registered patient.  

If you are not yet registered to a medical centre, please contact the medical centre directly to register as a new patient. 


I have not received the confirmation code required to log in. 

Please check your Spam folder. If you cannot find it there either, please contact us at

I am unable to log in.

Please contact our Customer Support Team at  Remember to include as many details as possible, such as screenshots or error messages that may appear.