Clinic giveaways and courtesies policy template
Giveaways and courtesies are part of a clinic's hospitality: a coffee in the waiting room, a keepsake on a birthday, a courtesy touch-up in a specific situation. Without rules, however, they become a source of conflict: one patient gets something and another does not, staff grant things on their own, the cost disappears from the cash flow and the clinic moves closer to practices that health councils usually restrict.
This template organizes an internal policy. It does not replace the analysis of your professional council and your lawyer.
What courtesies exist and how should each be handled?
| Type | Example | Caution |
|---|---|---|
| Hospitality | Coffee, water, a snack in the waiting room | Low risk, free to use |
| Informational material | Aftercare leaflet | No promise of results |
| Date keepsake | Birthday card | No procedure offer |
| Complementary service | Post-procedure review, adjustment at no cost | Define rule and timeframe |
| Discount | Commercial condition | Analyze the council's rule |
| Referral | Thank-you to someone who referred | Avoid procedure-linked benefits without analysis |
Policy template
How do you apply it without creating inequality?
The golden rule is internal transparency: everyone on the team knows what is and is not allowed, and who authorizes. When a patient asks for something outside the policy, the standard answer is: "I will check with the person in charge and get back to you." This avoids hasty decisions at the front desk and keeps things consistent.
It is also worth thinking about perceived value. Often, a personalized message and good post-procedure follow-up build more loyalty than any giveaway. See ideas in 7-day post-procedure message and message for commemorative dates.
Courtesies and advertising
What you offer can be interpreted as a solicitation strategy. Avoid advertising courtesies with an appeal to procedures and do not promise benefits in exchange for posts. To understand the limits, read what you may publish and confirm with your professional council.
Data and records
Birthdays and contact details go into the registration and need a stated purpose, under the LGPD (Brazil's General Data Protection Law). Keep the record of courtesies outside the clinical patient record, in an administrative spreadsheet, and do not link the benefit to the treatment decision.
Review the policy with the team every six months. If a courtesy caused a conflict, rewrite the rule, tell everyone and archive the previous version.
Frequently asked questions
Can I offer a free procedure as a courtesy?
A health procedure is not a giveaway. Offering a procedure as a raffle, promotion or courtesy may run against your professional council's rules and the ethics of the profession. Check the rules first and validate with your lawyer.
What kind of courtesy is usually safe?
Hospitality gestures with no sales appeal, such as coffee, water, informational material or a birthday message. Anything involving procedures, discounts and promotion deserves careful analysis.
Do I need to record courtesies?
It is advisable to record them, with date, reason and who authorized them. This avoids inequality among patients, helps financial control and provides internal transparency.
Can a courtesy become an obligation?
If it is repeated without criteria, the patient starts to expect it. That is why the policy defines when it applies, to whom and who decides.