Frequently Asked Questions

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Video Consultation

Can I choose a healthcareprovider?

Yes, simply click on "schedule an appointment with your preferred provider" and type his/her name or clinic name under the search field.

 

You may also choose a provider that you have previously seen on Doctor Anywhere if he or she is saved on your 'Favourite Providers' list. You can add a provider onto your favourite list by clicking the ‘heart’ icon next to the appropriate doctor’s profile.

Can the doctors on Doctor Anywhere prescribe medication?

Our doctors can prescribe a wide range of medications, which can be useful for infections, allergies, skin conditions, travel or sports injuries. We also offer medication delivery from the clinic right to your doorstep, within three hours from purchase.

 

However, please note that our doctors do not prescribe any narcotics. Please don't hesitate to ask the doctor for more information about the types of medication suitable for your condition.

How can the doctor diagnose me through a video call?

An experienced and qualified doctor can still diagnose common non-urgent illnesses faced by the patient during a video consultation. They typically do so by assessing your history, current symptoms and by talking with you.

 

However, for checks that do require physical touch, the doctor may ask patients to take those readings with their guidance. For example, to check for sinus tenderness, the doctor can ask the patient to press on certain areas of their face or neck for swelling. If a patient suspects a fever, he/she is advised to have a thermometer with him/her during the consultation.

 

If the doctor feels that your condition requires further investigation, he will advise you to go for a physical consultation within two minutes of the video consultation. When this happens, the doctor will end the consultation and you will not be charged.

How does a General Practitioner video consultation work on Doctor Anywhere?

You can consult a doctor on our platform for diagnosis, medical advice, referrals and medical documents relating to non-common illnesses, if suitable.

 

Before each consultation, you would need to fill in a pre-consultation survey which includes questions about your symptoms, health history and payment details. Our platform does not cater to serious conditions (e.g. breathlessness, severe or persistent pains, active and severe, cardiac arrest); such cases require urgent medical attention at the nearest A&E department of the hospital.

 

Our doctors are trained to identify urgent cases which are not suitable for online consultations. Our doctors will review each case within two minutes of each consultation to ensure that it is suitable for a video consultation. If deemed unsuitable, the doctor will recommend for you to go for a physical consultation either at his or her clinic or one of your choosing, and you will not be charged for the consultation.

 

A 10-minute consultation costs S$20. A consultation can be extended should you require a longer time with a doctor. However, you will be charged another S$20 for the additional 10-minute session, upon your approval.

 

All documents that have been issued by the doctor, such as medical certificates, referral documents, prescription orders, as well as receipts, will be sent to your email following each consultation.

How does a lactation consultation work on Doctor Anywhere?

You can consult a lactation consultant for quick advice and treatment solutions on breastfeeding.

 

A 10-minute consultation costs S$15. Before each consultation, you’ll need to fill up a pre-consultation survey which includes questions about your condition or inquiry, health history and payment details.

 

A consultation can be extended if you need a longer time with the lactation consultant. However, you’ll be charged another S$15 for the next 10-minute session. All receipts will be sent to your email after each consultation.

How does a medical aesthetics consultation work on Doctor Anywhere?

You can consult a doctor for quick advice and treatment solutions on skincare, haircare and aging during the medical aesthetics consultation. Our platform isn’t suitable for aesthetic advice relating to serious conditions or inquiries about invasive cosmetic surgery.

 

A 10-minute consultation costs S$20. Before each consultation, you’ll need to fill up a pre-consultation survey which includes questions about your condition or inquiry, health history and payment details.

 

A consultation can be extended if you need a longer time with a doctor. However, you’ll be charged another S$20 for the next 10-minute session. All receipts will be sent to your email after each consultation.

Is telehealth regulated in Singapore?

The Ministry of Health has set in place SMC Ethical Code and Ethical Guidelines (ECEG) and

the National Telemedicine Guidelines (NTG) to regulate telemedicine practices and services.

 

Doctor Anywhere’s practices comply with National Telemedicine Guidelines (NTG). In addition, our partner doctors practice according to the SMC Ethical Code and Ethical Guidelines (ECEG), and our partner clinics are regulated by Public Hospitals and Medical ClinicsGuidelines (PHMC). Our patients' data and medical records are also compliant with the

Personal Data Protection Act (PDPA).

 

All our practising medical doctors hold full registrations with the Singapore Medical Council (SMC), and all our providers constantly undergo a stringent screening and vetting process by

Doctor Anywhere’s qualified panel consisting of medical doctors and professionals.

What can I use a lactation consultation for?

You can consult a lactation consultant for quick advice and treatment solutions on breastfeeding.

What can I use the medical aesthetics for?

You can consult a doctor for quick advice and treatment solutions on skincare, haircare and aging during the medical aesthetics consultations. Some common issues include:

  • Skin tags
  • Skin pigmentation
  • Acne scars & oily skin

 

Common aesthetic procedures can also be discussed with the doctor during the video consultation. These include:

  • Facelifts & fillers
  • Laser treatments
  • Dark eye circles & eye bag treatments

 

You can also consult a doctor on our platform to purchase products or book services relating to your condition or inquiry.

What do I need to prepare in advance before the start of the video consultation?

  1. Identification document
    You need to verify your name and identification or passport number with the provider at the start of the consultation. No prescription, referral or medical certificate can be issued to anyone who is not using a real identity or assuming a false identity.

  2. (Optional) Medical equipment
    The following equipment may be useful to have with you during the General Practitioner video consultation:
    • Thermometer to measure temperature
    • Pentorch or mobile phone with torchlight function to illuminate and provide better visualisation of the body part of interest
    • Blood pressure machine to check blood pressure and heart rate
    • Glucometer for diabetics to check capillary blood glucose level or hypocount.
    • Weighing scale to check weight
    • Any other equipment that you feel would be helpful for the consultation

What do I need to prepare in advance before the start of the video consultation?

You need to verify your name and identification or passport number with the doctor at the start of the consultation. Please have your identification card or passport ready at the start of the consultation to verify your identity.

What do I need to prepare in advance before the start of the video consultation?

Please have your identification card or passport ready at the start of the consultation to verify your identity.

What happens if the doctor determines that my condition is unsuitable?

If the doctor determines that your condition is unsuitable, he will inform you accordingly and advise you to seek the appropriate follow-up actions. These actions may include:

  • Going to a general practitioner for a physical consultation
  • Going to the Accident & Emergency department of your nearest hospital
  • Seeing a specialist with a referral letter prepared by the doctor

If the doctor ends the consultation within the first two minutes of the video call, you will not be charged for the consultation.

What if I need emergency care?

Doctor Anywhere's services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 995 immediately.

What if the doctor determines that my condition is unsuitable for the consultation?

If the doctor determines that your condition is unsuitable, he will inform you accordingly and advise you to seek the appropriate follow-up actions. These actions may include:

  • Going to a general practitioner for a physical consultation
  • Seeing a specialist with a referral letter prepared by the doctor

 

If the doctor ends the consultation within the first two minutes of the video call, you will not be charged for the consultation.

What if the lactation consultant determines that my condition is unsuitable for the consultation?

If the lactation consultant determines that your condition is unsuitable, she will inform you accordingly and advise you to seek the appropriate follow-up actions. These actions may include:

  • Going to a general practitioner for a physical consultation
  • Going to the Accident & Emergency department of your nearest hospital

 

If the lactation consultant ends the consultation within the first two minutes of the video call, you will not be charged for the consultation.

What kind of conditions are NOT suitable for General Practitioner video consultations on Doctor Anywhere?

In general, the below symptoms are not considered appropriate for online consultations and may require medical attention at the nearest Accident & Emergency department:

  • Breathlessness
  • Acute or severe chest pain
  • Actively bleeding or deep wounds or lacerations
  • Psychosis or delusions
  • Suicidal thoughts
  • Persistent vomiting
  • Severe abdominal pain
  • Inability to control bowel movements or urination
  • Severe headache or giddiness
  • Sudden onset numbness, weakness or slurred speech
  • Fainting spells, presyncope, or syncope
  • Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness
  • Sudden loss of vision

What kind of conditions are suitable for General Practitioner video consultations on Doctor Anywhere?

Many common illnesses and chronic conditions can be effectively treated through a video consultation. Below are some typical conditions that can be treated on Doctor Anywhere. This list has been approved by the Ministry of Health, Singapore Medical Association and the College of Family Physicians.

 

 

Common Illnesses

  • Fever
  • Cough, sore throat or laryngitis
  • Diarrhoea / Vomiting
  • Flu / Cold
  • Sinusitis
  • Rash and skin conditions
  • Cold sores
  • Headache
  • Giddiness / Dizziness
  • Red eye

Chronic Conditions

  • Diabetes
  • Hypertension
  • Hyperlipidemia
  • Other secondary diseases which may arise from the chronic disease conditions mentioned the above (e.g. Ischemic Disease, Peripheral Artery Disease etc.)

 

For conditions that are not listed above, the doctor will assess your history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation.

What services does Doctor Anywhere provide?

We give you quick access to a network of healthcare advice providers, services and products on demand.With our app, you can video call healthcare providers for medical, aesthetics or breastfeeding on demand.

When can I use Doctor Anywhere?

Our video consultation and delivery services are 24/7, on an on-demand basis, which means you can request for a video consultation anytime you need it. However, if no provider is able to see you within five minutes, you still have the option of scheduling an appointment for a later time.

Who are the healthcare providers on Doctor Anywhere?

All medical doctors practise in GP clinics in Singapore and are licensed by the Singapore Medical Council (SMC).They constantly undergo a stringent screening and vetting process by Doctor Anywhere’s qualified panel consisting of medical doctors and professionals.

 

All our lactation consultants are certified by the International Board of Lactation Consultants (IBLC) and are sensitive to the needs of mothers and their little ones.

Account

Can I obtain referral letters from doctors on Doctor Anywhere?

Yes, our doctors can issue referral letters (e.g. specialists, laboratory testing) in medically appropriate situations.After the video consultation, all referral letters will be emailed to you, if the doctor has issued them.

Can I use Doctor Anywhere for my child?

Yes, you may request for a consultation on Doctor Anywhere for your child. Please create a separate account for your child and be sure to accompany him or her during the video consultation.

Can doctors on Doctor Anywhere issue medical certificates?

Yes, our doctors can issue medical certificates in medically appropriate situations. After the video consultation, an electronic medical certificate will be emailed to you, if the doctor has issued one for you.

Can this service be claimed under my insurance plan?

Most major insurance companies do provide plans that cover medical consultations through video call, however, please check with your insurance provider if your plan covers this.

How can I use a promo code?

You can enter in your promo code on the payments page before you confirm your appointment. After entering in your credit card details, plug in your promo code under the empty field titled "promo code" and click on the "apply" button. Your promo code will be effective once this is approved.

How do I cancel a scheduled appointment?

If you can no longer attend a session, please let us know as soon as possible by contacting our customer support team at +65 6591 8668. If you cancel your session within 24 hours, you will not be charged for the session. If you don't attend a booked session or cancel it with less than 24 hours' notice, you will be charged for the session.

How do I collect my medication at the clinic?

Apart from medication delivery, you can opt to collect the medication directly from the clinic After the consultation, you will receive an email with important details for collection; this email will also contain a link to your prescribed medication which you can review online before purchasing at the clinic.

 

Please call the clinic beforehand if you are planning to pick up your medicationsand remember to bring along your identity card.

How do I create an account?

Before you create an account, you must first download the Doctor Anywhere app through the Google Play or App store. Next, click on the app and choose to either login through your Facebook account, Google account, or by entering in your details manually.Creating an account is free - you'll only be charged when you consult a healthcare provider on our app.

How do I obtain my medication after the consultation?

You may either choose to have your medication delivered to your doorstop or to obtain it directly from the clinic. Please note that medication charges are not included in the consultation fee.

How do I pay for the video consultation service?

We accept online payment via all major credit cards, including VISA and MasterCard.

How do I update my details on the app?

To update your details, enter the app and click on the "profile" tab at the bottom panel of the screen. Next, click on the "my info" tab and select the item that you would like to update. Once you've updated it, click on the "save" button and you’re good to go.

How does the medication delivery service work?

After the consultation, you will receive an email with important details for delivery. This email will also contain a link to your prescribed medication which you can review online before purchase.

 

The delivery will be fulfilled by a third-party courier service. Please follow instructions in the email to make payment and receive your medication. You will also have to verify your identity by presenting your identity to the courier to receive the medication.

How much does the video consultation service cost?

A 10-minute video consultation on Doctor Anywhere costs:

  1. S$20 for General Practitioner consultations
  2. S$20 for Medical Aesthetics consultations
  3. S$15 for Lactation consultations

If the consultation exceeds 10 minutes, the doctor may request for an additional payment (S$20 for General Practitioner and Medical Aesthetics consultations; S$15 for Lactation consultations) for a 10-minute extension. In such situations, a pop-up box will appear on your screen requesting your approval for the additional payment. Your credit card would only be charged upon your approval. The video consultation would otherwise terminate promptly at the 10-minute mark.

If Doctor Anywhere is part of my company's medical benefits, how do I use the app

Simply log into the app with your registered corporate email and choose the healthcare services that you need. Once you are logged in with your corporate email, you can enjoy the benefits provided by your company.

Is my personal data safe on the platform?

Yes, we take confidentially very seriously. Our platform employs end-to-end encryption to keep your information secure.

 

Our patients' data and medical records are compliant with the Personal Data Protection Act (PDPA). These records are only accessible to healthcare providers directly involved in the patient’s care, and to support internal processes. We also ensure that our practices comply with the National Telemedicine Guidelines (NTG).

Is my personal data safe on the platform?

Yes, we take confidentially very seriously. Our platform employs end-to-end encryption to keep your information secure.

 

Our patients' data and medical records are compliant with the Personal Data Protection Act (PDPA). These records are only accessible to healthcare providers directly involved in the patient’s care, and to support internal processes. We also ensure that our practices comply with the National Telemedicine Guidelines (NTG).

Is the video consultation recorded?

The video consultation will not be recorded by either the administrator, the patient, doctor or any other party. Any violation of this constitutes a breach of privacy and confidentiality laws between the doctor and the patient and may subject the offender to prosecution. As such, you are also not allowed to record the consultation in part or in whole.

What If I lose internet connection during my video consultation?

If you lose internet connection during your video consultation, please contact our Customer Support team at +65 6591 8668 and we’ll assist you further.

What if I am unsatisfied with my doctor and/or the medication which I purchase?

If you are unhappy with your healthcare provider, please contact our Customer Support team at +65 6591 8668. We’d like to hear your feedback and offer you assistance in any way we can.

What kind of mobile device or computer do I need to use Doctor Anywhere?

Our service is available through our appon Android or iOS enabled mobile phones. Android users would need to have Android 4.1.2 or newer versions to install and use our app. IOS users would need to have iOS 9 or newer versions to install and use our app.

What should I do if I called for a Doctor Anywhere service and there's no doctors available to attend to me?

If there are no doctors available at that time, the system will prompt you to schedule an appointment at your convenience.

What should I do if I miss my appointment?

If you miss your appointment, please call our Customer Support team at +65 6591 8668 and we'll assist you further.