Frequently Asked Questions

No, we do not encourage the sharing of accounts as your account is registered under your name and linked with your personal medical records. This will cause a serious misunderstanding and confusion for the clinicians s as they might determine a mis assessment.

You will be required to register as per your IC both for verification, and to ensure safety in prescribing medications, providing MCs, and other e-referrals or services that the clinicians provide.

The app is available and appropriate-for-use for anyone looking for the below service: Professional medical advice/ second clinical opinion for existing conditions. Before you can officially begin using WhatsDoc, please verify your mobile number through our sign up process in the app.

At the moment not yet. We are constantly upgrading our services, and we do have in pipeline integration with Google Fit account and Apple Health Records. This would benefit us to follow up on your care

Yes, there is. If you are an individual below the age of 18 looking to use the app, you must be accompanied by a parent or guardian during the Tele Advice at all times. Minors are not allowed to register for their own account.

WhatsDoc International Pte. Ltd. is a digital healthcare company, based in Singapore that offers remote healthcare and real-time medical Tele Advice to patients and individuals through tele advice chat, audio, and video Tele Advices. This is done through a concise mobile application – WhatsDoc. We operate with offices in Malaysia, Laos, and Indonesia, as well as associates throughout the region. We have a panel of certified professional clinicians that are available to help you out with non-urgent and non-emergent healthcare conditions.

The tele advice sessions are done in real-time and strictly kept between the available and assigned clinician and patient. Upon choosing an available clinician , you will be included in the queue of other patients. Once the clinician is available, the app will notify you before starting the tele advice session. The clinician will first confirm your name and NRIC/ FIN/ passport number that was provided during your account registration. If your identity cannot be confirmed, the tele advice session will be cancelled. After evaluating your conditions, symptoms or other existing medical condition(s), you will be determined based on the clinician’s best assessment whether or not it is suited and safe to continue on with the session. If your clinician determines that you are suitable for the tele advice session, you will be provided with an assessment, prescription, medical certificate and/or medical referral letter (if applicable/ when appropriate). If your clinician informs you that you are not suitable for the tele advice session, you will be informed so. Before proceeding to end the tele advice session, you will also be advised accordingly on the suitable course of actions for the continuity of your care.

Yes, you can still access the app and go through a tele advice session. However, we do not provide medication delivery services outside of Singapore. We operate with offices in Malaysia, Laos, and Indonesia.

Understanding colour codes: - A green dot means they are currently present online, and will be able to attend to you; - A grey dot means they are unavailable.

Each patient will be assigned to one available clinician for one session. You will not be able to consult multiple clinicians at once. This is to ensure other patients are able to go through the tele advice session as well.

There are multiple clinicians on the platform, therefore it is up to your preference. Our platform is fully transparent and allows each user to take charge of their health journey.

All the clinicians that will be attending to you in the app are officially registered with the Singapore Medical Council or their respective council in their country, for example Malaysian Medical Council, and have their medical credentials certified accordingly. They have also gone through a strict and thorough screening and training process to test their medical capability, speciality and professionalism before being accepted as part of the panel. Should you want to get to know the list of clinicians that are within the panel, you may take a look at their professional profiles on the app via “Clinician”.

This information will be updated in “BioData > E-Docs”. The medical advice received should be treated as a second clinical opinion and not be considered as a final assessment. Reporting of Abusive Users 1. How do I report abusive users? You can report abusive users that you consider to be a violation of WhatsDoc’s Terms of Service. Violations include but not limited to: - Posting of sexually explicit material - Harassment and threats - Abusive remarks - Impersonate a clinician or organization or misrepresent yourself - Promote clinician or clinician’s clinic in forum - Posting of irrelevant information in forum - Giving health advice that is out of clinician’s expertise Actions we may take on abusive material include but not limited to: - Remove the file from the forums - Restrict sharing of the file - Disable access to the user who shared the abusive material - Report illegal materials to appropriate law enforcement authorities Community Guidelines 1. What are some of the guidelines for clinicians? Clinicians are encouraged to: - Participate in forum discussion - Update your online schedule & bank details - Actively respond to incoming appointments - Fill out tele advice slip after chat/video session has ended - Direct users to other forums if the user inquires about health issues other than that in the particular forum - Schedule follow up with users if needed Clinicians shall not: - Directly promote yourself or your clinic in the forum - Post ads or irrelevant information in any of the forums - Give health advice that is out of your expertise 2. What are some of the guidelines for users? Users are encouraged to: - Send your inquiries to the relevant forums according to your health concerns - Schedule an appointment with any of WhatsDoc’s Partners for your health concerns Users shall not: - Directly promote yourself in the forum - Post ads or irrelevant information in any of the forums - Post sexually explicit material - Harass and threaten clinicians/other users - Post abusive remarks

Waiting time will depend if the on-screen clinician is attending to another patient at that very moment.

Firstly, always dress appropriately and refrain from using abusive language. Secondly, where and when applicable, here are some things that you can prepare prior to the session: 1. You might be required to take some photos of any of your physical conditions for the clinician to examine closely: for example an injury/ wound / any skin abrasion of any kind. 2. Should you have any previous medical results or clinician’s report that may be relevant to the purpose of your Tele Advice or may assist the assessment in any manner, please feel free to share them with your clinician. Any information and data regarding your health that is shared will be kept private between yourself and the company for proper follow-ups and reference when and where necessary. 3. Home medical equipment (if available): blood pressure machine, glucometer (for diabetics/ to test blood sugar level), thermometer

By default, online tele advice is 20 minutes per session. However it might differ from clinician to clinician.

The platform has different available clinicians every day, and there might be a possibility that your selected clinician might be occupied with another patient. We request for your kind patience and understanding for this matter. Nevertheless, you may click “Cancel” and try again with another available clinician .

List down as many details of your symptoms as possible for the clinicians to indicate a proper assessment.

If you find any misconduct or inappropriate actions displayed by the clinician , you may end the tele advice session and immediately report him/ her to us through the platform. The team will review and take the necessary actions.

Our tele advice fees are exclusive of GST, cost of medication and delivery charges (where applicable). The currency will depend on which country the clinicians are practising. It also depends on whether you choose a chat tele advice session, or tele advice audio, video session. We will periodically upgrade our price list for the best deal to our users. Example for Singapore Clinician: Pricing Chat:Audio Video (based on S$cost/20mins) Specialist 25:100 GP and Allied Healthcare 5:20 However this may differ from clinician to clinician depending on the default session length, experience, and other factors. Your total bill would consist of our tele advice rate (chat, + audio/video if any), prescription, and delivery, whichever applicable.

Yes, you are allowed to change or add your payment card. Go to “BioData > Edit Profile > Payment Method”. The revised payment card will be used for all payments for all related WhatsDoc services.

Payment can be made through the following channels: a. Related VISA or MasterCard debit/credit cards You may choose your preferred payment method every time you are requested to do so. For your convenience, you may add the preferred debit/ credit card under the “BioData > Edit Profile > Payment Method” section of the menu. An e-receipt will be issued upon receipt of payment and can be downloaded under the “BioData > E-Invoice” section of the menu. For other country users such as Laos, there might be additional options to payment such as OnePay

All charges for any tele advice are final and no refund is allowed. Should there be any situation or circumstance that requires such action, please email us at contact@whatsdoc.com for us to review.

WhatsDoc is available to patients 24/7 depending on the clinicians using our platform.

Please be informed that WhatsDoc should only be used for non-urgent and non-emergent conditions (please refer to the list below). If you are experiencing conditions that require immediate medical assistance, please proceed to contact your local emergency services or proceed to consult a clinician-in-person.

The app’s tele advice sessions are ONLY to attend to non-urgent and non-emergent healthcare conditions. Should your conditions/ symptoms relate to the below that require immediate medical assistance, we advise you to proceed to contact your local emergency services or proceed to consult a clinician-in-person for a physical consultation: a. chronic medical illnesses/ situations which have not been previously diagnosed by a clinician; b. emergency and major circumstances; c. mental health conditions; and d. any other condition informed and determined during the tele advice session to refer to a clinician-in-person for a physical consultation for examination, clarification, assessment and/or treatment. The types of emergency and major circumstances may include but not limited to the below list: a. chest pain; b. convulsions/ seizures; c. continuous bleeding, deep wounds etc.; d. severe abdominal pain; e. severe difficulty in breathing; f. sudden numbness, weakness or slurred speech; and g. suspected fractures/ possible dislocations that may present as severe pain, deformity, loss of sensation, open wounds, severe bruising or swelling, etc. Other symptoms that are not listed above may be assessed accordingly by the assigned clinician through the tele advice session. Additionally, the assigned clinician may refer you to consult a clinician-in-person should you require the following healthcare services or prescribed medication: a. controlled or restricted medication; b. health screenings; c. imaging modalities; d. laboratory tests; e. radiology services; f. smear tests and other procedures; and g. vaccinations

Besides the primary service of tele advice session with clinicians, we also offer the following medical-related advice and assistance within the system: a. Conditioned issuance of Medical Certificate (Please refer FAQ: Medical Certificate > Question 1); b. Clarification of your medical and health reports/ laboratory results; c. Tele Advice on sexual health and contraception options;

If your clinician on the app determines that your conditions and/or your symptoms are not fit for him/ her to continue the tele advice session, do not worry. Before your clinician ends the tele advice session, they will provide you some advice on the next course of suitable actions that you may follow. Amongst the necessary actions may include but not limited to the following: i. Issue a medical referral letter for you to seek a specialist; ii. Consult a general practitioner at a recommended clinic; iii. Approach the nearest emergency department (if necessary).

The app is available for FREE to download on the Apple App Store (for iOS devices) or Google Play Store (for Android devices). For iOS devices, you will need at least the iOS 9 system updated on your device to install the app. As for Android devices, you will need at least the Android 5.0 system updated on your device to install WhatsDoc. If you are unsure if your mobile/ electronic device is up to date, you may check the software in your phone settings. Please ensure a strong and stable WiFi/ data connection for your phone before usage to guarantee a seamless tele advice session experience.

Yes, you are able to register an account with a foreign passport.

Please check in your settings that you have allowed the app to access your microphone and camera for you to be able to view and speak to the clinician and vice versa.

Yes, you are able to register for an account using a non-Singapore registered mobile number. As part of the registration process, there will be a one-time passcode (OTP) sent to your mobile phone for added security measures. This single-use passcode (do not share it with anybody else) will be used to authenticate your identity.

If in any situation you get disconnected during your session, please try to reconnect within 5 minutes and you will be able to resume the same session with the same clinician. If you are still unable to establish a connection, contact our customer service through the WhatsDoc app or email us at contact@whatsdoc.com. We will try our best to guide you step-by-step to solve the problem for you to enjoy a seamless experience.

Should you need one, you may request and the clinician will write up an e-prescription for you. Please then check under “BioData > E-Prescription”.

Yes, you are still able to purchase the medication prescribed to you within 24 hours after the tele advice session via the app. Please write in your request to purchase through our customer service viaWhatsDoc app or email us at contact@whatsdoc.com. After 24 hours, the prescription will expire and you will not be allowed to purchase any medication unless there is a new prescription given by the clinician.

All prescribed medication by our company is dispensed and delivered in a package with a tamper-evident seal. We urge patients to thoroughly check through the medication package and ensure if: 1. Your name is correctly displayed; 2. The medicines are neatly packaged within and handed to you personally before leaving the pharmacy. Note: Please open up the package if needed to confirm the contents with your prescribed medicine list. If you realise that you have received the wrong medication package (e.g. Incorrect name/ wrong list of medicines), immediately inform us by contacting the customer service through the WhatsDoc app or email us at contact@whatsdoc.com.

We do not make it compulsory for patients to get the medication prescribed by the clinicians from WhatsDoc. The prescriptions are done accordingly to the best care assessment and examination of your condition during the tele advice session.

We are committed to adhering to the medical regulations and to ensure safety and care for our patients. These include prescribing policies which are constantly reviewed and updated to fulfil the best practices within the medical industry. This applies to a certain medication that was previously prescribed may be unavailable. When this situation occurs, our panel clinicians will recommend other possible treatment alternatives. As for the case for controlled medication, we sincerely apologise as our company and clinicians are not allowed to give patients any prescription which could lead to addiction or subject to substance abuse through the tele advice session via the App.

In ensuring all users through our app receive a seamless and convenient end-to-end customer experience, you will be able to purchase the prescribed medication and opt for a delivery service. Upon receiving your medication package, please be adviced to present the below for justification and validation purposes to ensure you are given the correct medication as prescribed by your clinician : Your NRIC/ FIN/ driving license/ passport For clarification, our tele advice session fees are exclusive of GST, cost of medication and delivery charges (where applicable). Please be informed that any purchase and delivery charges are non-refundable.

To ensure a smooth and accurate collection of your medication package, please remember to bring along your (i) NRIC/ FIN/ driving license/ passport that was used upon registration and (ii) your mobile device to access the app. Once collected the medication package, please double check the medication package for these important information: 1. Your name is correctly displayed; 2. The medicines are neatly packaged within and handed to you personally before leaving the pharmacy. Note: Please open up the package if needed to confirm the contents with your prescribed medicine list. If you realise that you have received the wrong medication package (e.g. Incorrect name/ wrong list of medicines), immediately inform us by contacting the customer service through the WhatsDoc app or email us at contact@hiwhatsdoc.com.

If you are unable to accept your medication package on your chosen delivery date or at the stated address, you may update them accordingly. Nevertheless, if our delivery expert is already on the way, the change cannot be done and we will have to reschedule for a re-delivery. This may incur additional re-delivery charges.

For security reasons, only the patient or (in the case of a minor) the patient’s parent/ guardian can collect the medication package. Alternatively, should you be unable to collect the medicine personally, an authorised person may be assigned to collect the medicine for you. That authorised person will need to bring their NRIC/ FIN/ driving license/ passport for clarification during the collection.

We practice strict protocols and follow set SOPs related to user confidentiality and personal information security and to assure our patients receive the correctly assigned medication package. By referencing your NRIC/ FIN/ passport within your mobile phone, our delivery experts will be able to carry out the verification process and accurately ensure your medication package is safely and correctly delivered.

Upon arriving at your delivery address, our delivery experts will always try to reach you and will wait for up to 10 minutes before leaving. If you have missed the delivery due to unforeseen circumstances or any emergency situation, we have to reschedule for a re-delivery. This may incur additional re-delivery charges. If you are unable to accept your medication package on your chosen delivery date or at the stated address, you may update them accordingly.

Yes, we are able to issue you a medical certificate when and if the clinician deems your condition fit to have one. However, this does not guarantee that you will surely be issued a medicate certificate after every tele advice session. It will be up to the discretion and condition assessment of the clinician during your session if you would need one.

As part of the medical care protocols and SOPs, when seeking treatment at a medical clinic, it is necessary for you to present your NRIC/ FIN/ driving license/ passport for identification purposes and to ensure the medical personnel is able to keep your medical records updated correctly. Similarly, we request for you to register using a copy of your NRIC/ FIN/ driving license/ passport for us to accurately verify patient identification in offering them the best quality tele advice and proper treatment as well as maintain their medical records.

Yes, you are able to access your recent records as per your previous tele advice sessions within the app. You may go to the menu “BioData > E-Docs”, or simply look into the chat history of the clinician you consulted with.

Your data privacy is our utmost priority. Your patient data and payment details are kept confidential and securely stored as per our Privacy Policy. The information is also protected and secured for any assigned clinicians’ quick access and reference during future sessions.

The tele advice sessions are done in real-time and strictly kept between the clinician and patient. Any recording (both video and audio) of the sessions (be it from the administrator, clinician or from the patient) on the app is strictly prohibited.

We value your feedback! You are able to rate/ review the quality of the session, as well as the clinicians’ professionalism based on their services when the session ends. Should there be any further enquiries that you need assistance on, please contact the customer service through the WhatsDoc app under “Send Feedback” or email us at: contact@whatsdoc.com (Singapore and other countries) contact.my@whatsdoc.com (Malaysia) contact.la@whatsdoc.com (Laos)