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FAQ

Advice and answers from the ConnectDr Team

General FAQ

ConnectDr’s telemedicine services are currently available only to users within Singapore.

Conditions suitable for Teleconsultations (not limited to this list) are as follow:

Adult Urinary Tract Infection (UTI), Allergy rhinitis, Bronchitis, Common cold, Constipation, Chronic Condition, Conjunctivitis, Crushed finger or toenail, Diarrhoea/ Vomiting, Earache, Emergency/Regular Oral Contraceptive Pills, Flu, Gastroenteritis, Headache and migraines, Insect bites, Menstrual Pain, Minor lacerations, bruises and contusions, Muscular sprains/strains, Nausea, Prescriptions Top-up, Rashes / Skin infections, Reviews of appropriate lab results, Respiratory disorders, Sinus infections, Sore throat, Sports injuries, Stomachache, Strep throat, Upper respiratory tract infection (URTI), Vertigo, Viral fever

*List is not comprehensive.

Teleconsult is intended for non-emergency conditions, non-acute cases, non-mental health issues and conditions that are not life threatening.

The quality of telemedicine as a healthcare delivery method has been confirmed by decades of research and demonstration. Telemedicine has been proven to be a safe, cost-effective and convenient way to provide healthcare services.

Yes, ConnectDr doctors can issue a Medical Certificate (MC) via the ConnectDr app. However, please note that the issuance of an MC is at the discretion of the physician.

ConnectDr utilizes the DigiMC platform. After your consultation, if the doctor issues an MC, it will be sent to you through the app. You can easily forward the MC to your employer or other relevant parties. DigiMC MCs are computer-generated, so a doctor’s signature is not required. The authenticity of the MC is verified through the mc.gov.sg domain.

Important Note: DigiMCs cannot be forged as they are hosted directly on the mc.gov.sg domain, ensuring the information is original. If you download or print the document, it contains a QR code that allows employers to verify the original, online version.

For any feedback, you can reach us at careteam@connectdr.sg or WhatsApp at +65 8814 1140

Telemedicine is the use of telecommunication and information technology to provide remote clinical healthcare. It overcomes distance barriers for communities in remote locations that are less accessible, and saves lives in critical care and emergency situations, by connecting patients to specialists with a simple phone call. Telemedicine enables you to connect the specialists of your choice, wherever they are based, to you.

Already commonly used in the US and Canadian healthcare markets, this relatively new practice is becoming more mainstream in Singapore as we speak. If you are not familiar, telemedicine is the remote diagnosis and treatment of patients through the use of telecommunications technology. When in need of a more convenient healthcare delivery mode, telemedicine acts as a substitute for face-to-face consultations. This is largely due to the increasing access that Singapore residents have to a computer or mobile phone, as well as high-speed internet connections. There is also a higher demand for a quicker means to get medical advice, especially for minor illnesses and emergencies.

BENEFITS OF TELEMEDICINE

Take a look at these five key benefits of telemedicine that is making people’s lives easier when they are able to seek immediate health advice in the comfort of their homes:

1) ADDRESSES HEALTHCARE ISSUES QUICKLY

Specialists who use telemedicine are also able to respond to certain medical conditions at a faster rate. Check out our FAQ page for the list of conditions that we can help with. Through this platform, your doctor is able to share your health records to a specialist to review. The specialist will then have enough information to familiarise himself or herself with your medical history and lifestyle. From there, he or she will be able to make a diagnosis and advise you on suitable medical treatments or set up an in-person appointment if it is more appropriate.

2) GET ALL YOUR MEDICAL QUESTIONS ANSWERED

There are times where you might have queries only after your doctor’s appointment, but it is already too late to ask. Through this convenient medical care tool, you can follow up and get to clarify these questions with your specialist during a telemedicine consultation.

3) IMPROVES ACCESS TO HEALTHCARE SERVICES

According to Frost & Sullivan, Improving access to healthcare services is the primary reason for telemedicine growth in APAC. Out of the four billion people in Asia, 80 percent of the population is living in rural areas, often without adequate access to education and healthcare. One of the biggest advantages of telemedicine is that the distance barrier between you and your healthcare provider can be overcome and will no longer be an issue for you. Through this platform, instead of spending hours travelling to a clinic and waiting for your appointment, you are able to get answers quickly when you are in need of it. Singapore has the second-highest proportion of diabetics among developed nations, according to a report by the International Diabetes Federation (IDF) in 2015. Telemedicine thus can ensure that patients with diabetes have regular follow-ups with their specialists.

4) SAVES TIME AND MORE

Telemedicine has been shown to save time, money, and even lives, and there are several case studies that prove this to be the case. Telemedicine solutions such as HiDoc bring convenience to patients like you so you can obtain personal health information easily. In Asian cities such as Jakarta, where heavy traffic jams are a real issue, apps such as HiDoc allow patients to also get your medication delivered or arrange to have it picked up from a location near you.

5) REDUCE HEALTHCARE COSTS FOR YOU

With fewer in-person consultations with your specialist and more virtual visits through the use of telemedicine, you are ultimately able to save money. Telemedicine allows you to be more proactive in managing your own health and in the long run, the need for hospitalization is greatly reduced since you are able to address your health issues quicker in the earlier stages. Nobody likes waiting for hours just for a short fifteen-minute consultation with the doctors. But with telemedicine, not only will you be able to get the latest personal health information, you can get it quickly through applications such as HiDoc.

CONSISTENT SPECIALIST CARE AT YOUR FINGERTIPS

One disadvantage of general telemedicine is the continuous change of physicians which result in a reduced care continuity. Some physicians are even unable to gain access to the full historical backgrounds of their patients, resulting in inconsistent treatment. But HiDoc overcomes this as it supports healthcare providers to serve the patient’s journey in the long run. Your call records, medical history, and billing information are also kept confidential and secure. With HiDoc, you can expect no one-off, transactional visits as our specialists will serve you long-term.

Yes! Simply select your preferred doctor from our list of licensed healthcare providers and schedule an appointment.

Aside from medical doctors, you may also consult any of the allied health professionals (e.g. psychologists, TCM physicians, lactation consultants, speech therapists, and more).

The symptoms listed below are not considered suitable for teleconsultation, and may require immediate medical attention at the Accident & Emergency department of your nearest hospital:

  • Acute or severe chest pain

  • Actively bleeding or deep wounds or lacerations

  • Breathlessness or acute exacerbation of chronic illness ( E.g. server asthma attack, DKA ( Diabetic Ketoacidosis))

  • Convulsions or seizures

  • 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

  • Persistent vomiting

  • Severe abdominal pain

  • Severe headache or giddiness

  • Sudden onset numbness, weakness or slurred speech

  • Sudden loss of vision

  • Gross Haematuria (Blood in the urine)

  • Urinary or bowel incontinence

  • Diarrhoea with black stools or melaena ( passage of black tar-like stools)

If it is a medical emergency please call 995 for medical assistance. Our services are designed to provide a response to patients with non life-threatening situations.

Yes, our doctors can issue a Referral Letter through ConnectDr App.

Please note that the issuance of referral letter is subject to the doctor’s discretion.

Hand hygiene is the best way to prevent the spread of both viral and bacterial infections at home and in the public.

Make hand washing a habit as soon as you enter the house – Remember to use antibacterial soap wherever possible!

The 9 Steps of Hand Washing

  1. Wet your hands, put adequate amount of soap on your palm

  2. Palm to Palm: Rub you palms together in circular motions. Rotate clockwise and anticlockwise.

  3. Back of Hands: With your fingers linked through the other hand, use your right palm to rub the back of your left hand, repeat on the other hand

  4. Between your fingers: Interlink your fingers together, facing each other. Then rub your palms and fingers together

  5. Thumbs: Enclose your right hand around your left thumb and rub as you rotate it, do the same for your right thumb

  6. Back of Fingers: Cup your fingers together, with your right hand over and your left hand under. With your fingers interlocked, rub the backs of them against your palms, do it for both hands

  7. Tip of Fingers: Rub your fingertips over your left palm in a circular motion, then do the same for you right fingertips

  8. Wrists:  Wrap your right wrist with you left hand and rub it in clockwise/anticlockwise directions, repeat 2-3 times and do the same for your left wrist

  9. Rinse your hands thoroughly and dry them with clean, disposable paper towel or hand towel

Proper hand washing means washing your hands for at least 20 seconds with soap and water. The constant rubbing action helps soap break down the grease and dirt that carry most germs. This way, your hands don’t just smell fresh, but you’ll also reduce the germ count on your hands by up to 99%!*

*Information taken from Health Hub, Singapore.

Remember – Prevention is better than cure.

The terms telemedicine and telehealth are often used as if they were the same thing, but technically telemedicine is a subset of telehealth. Telehealth also includes non-clinical uses of telecommunications technology such as self monitoring, provider and patient education, and medical records management.

There are three main beneficiaries of telemedicine:

  1. Patients: Telemedicine gives patients the opportunity to receive care without a trip to the doctor’s office. They don’t have to take time away from work or family responsibilities. They don’t waste time traveling, or money on parking or public transportation. They don’t risk exposure to other patients with communicable illnesses. And they get better health outcomes and become more engaged in their own healthcare.

  2. Providers: Video visits reduce the time of each encounter, allowing providers to see more patients, more efficiently. This boosts revenue and minimize overhead expenses. Telemedicine reduces no-shows and cancellations. It also helps secure patient loyalty in a competitive healthcare landscape.

  3. The Healthcare System: Even if you never use telemedicine yourself, you will likely benefit from the practice. The efficiency of telemedicine will reduce wait-times for in-person visits, help keep people with non-urgent conditions out of the emergency room, and improve the overall health of the population.

Registration

The minimum age requirement for a user to register for an account on our app is 18 years old. You may wish to add the patient as your dependent if they are below the minimum age requirement.

 

You can use any Android or iOS devices to access the ConnectDr App. You can also access ConnectDr’s services using any electronic device like laptops via web browsers (Chrome, Internet Explorer, Safari, etc.).

Online Video Consultation

Our app is available 7 days a week, you will be able to view the availability of the doctor on our app prior to your booking.

ConnectDr teleconsultations are conducted real-time between patient and doctor. Select your doctor from our network of licensed healthcare specialists, and your preferred timing. If you’re not sure who to see, ConnectDr will help match you to a suitable specialist. Just report your symptoms to us by answering some preliminary questions regarding your condition. A qualified doctor from ConnectDr will then review these details before commencing the teleconsultation.

Where needed, the doctor may advise you to have on hand the following medical equipment to facilitate a more thorough teleconsultation:

– Thermometer (To measure temperature)

– Sphygmomanometer (To check blood pressure and heart rate)

– Glucometer (To measure blood glucose level)

– Weighing scale (To measure body mass or weight)

Patient have to be present during the tele-consult session, however if you and your dependent are not within the same household, we have a feature that enables you to send a link to invite them for a conference call.

Digital MC is accepted however the certificate is not valid for absence from court attendance

Ensure that you are in an enclosed and private area with good internet connection.

Make sure your device’s camera, audio, and microphone are working properly. We will recommend using an earpiece. Kindly have your identification card ready as you may be requested to verify your identity before the session begins.

Where needed, the doctor may advise you to have on hand the following medical equipment to facilitate a more thorough teleconsultation:

– Thermometer (to measure temperature)

– Sphygmomanometer (to check blood pressure and heart rate)

– Glucometer (to check blood glucose level)

– Weighing scale (to measure body mass or weight)

– Past medical records

However, the teleconsultation can still proceed should you not have any of the medical equipment mentioned above.

After your video consultation has ended, your provider will prepare the visit summary and medication (if any) for you.

Once it is ready, you will receive a notification. If medication is prescribed, we will prompt you to select your preferred delivery method.
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Relevant documents (such as invoice, Medical Certificates) can later be found under Records on in your Consult Details.

We have specify the conditions that are suitable for tele-consultation on our triage page and patents are advised to agree to the terms before proceeding to book for a tele-consult with the doctor. If your symptoms are not suitable and the tele-consult has taken place between you and the doctor, the tele-consultation fee of $20.00 will apply (subject to GST if applicable).

ConnectDr only addresses non-emergency medical conditions. The doctor is required to review your case before the teleconsultation starts. If the doctor finds your condition to be unsuitable for a teleconsultation, you may be redirected to more suitable consultation alternatives.

These actions may include:

  1. Going to a general practitioner for a physical consultation

  2. Going to the Accident & Emergency department of your nearest hospital

  3. Seeing a specialist with a referral letter prepared by the doctor

Booking Video Consultation

There are several ways you can navigate through ConnectDr to book a teleconsultation with a Provider.

Access ConnectDr

iOS: download

Android: download

Web: visit

For all timings shown on the app, it is based on your current location / local time zone.

For Example:

If you are currently in Bangkok, Thailand, the time slots shown on the app will be based on Bangkok’s time zone (GMT+7).

Sure you can! Just log in to the apps and go to your scheduled appointment to select from the available timing of your preferred provider.

Please cancel your appointment as early as possible so that other patients will have a chance to engage an appointment.

Follow the steps below to cancel your appointment:

  1. Login to your ConnectDr account on the app.

  2. Look for the alert card with the appointment you wish to cancel.

  3. Tap on the 3 dots icon at the top-right corner.

  4. Choose the Cancel Booking option to cancel.

Alternatively, tap on the Reschedule option to reschedule to a new timing with the same provider. Sure you can! Just log in to the apps and go to your scheduled appointment to select from the available timing of your preferred provider.

Yes you can! At ConnectDr, we provide an option for patients to consult in-person with ConnectDr-affiliated healthcare providers at their respective clinics instead of teleconsultation. All you have to do is select your preferred doctor and time to consult with.

Medications

It is important to discuss with your healthcare professional before giving any medicines to your child or when using medications during pregnancy or breastfeeding. Our healthcare professionals are here to advise you and determine which medicines are safe for you or your child.

  • Do follow the dose and timing shown on the label as prescribed by your child’s doctor

  • Try to have the medicines at around the same time(s) each day so that this becomes part of your child’s daily routine, which will help you to remember

  • Some medicines should be taken with food. Some work best on an empty stomach. Follow the instructions on the label, or according to your doctor’s instructions

  • Certain medicines should not be taken with certain foods, juices or milk as it may reduce the effectiveness of the medications. Your doctor will inform you what items to avoid, otherwise, you may consult our in-house doctor

  • You should follow the instructions on the label on how to store medications

    • E.g. store in the fridge or at room temperature as instructed

  • All medications should be kept out of reach from your little ones!

If you have opted for a self pick up at the clinic, a notification will be sent to you via sms or email that the prescription is ready for collection. You are encouraged to check the clinic operating hour prior making a trip down to collect the medications.

Our doctors may repeat prescriptions without consultations under circumstances where:

  • You have a record with us.

  • Provided that your clinical situations are reasonably believed to be stable and require only replenishment of medications for maintenance treatment.

  • There is no evidence or information that the your clinical situations have changed. If there are changes, our doctor will require a consultation with you.

However, repeated prescriptions without consultations will not go on indefinitely. Clinical reviews will be conducted at intervals appropriate to the your diagnoses and medical conditions.

 

Patients have the right to reject/decline a proposed treatment option given by our doctors. Our doctors will ensure that you have sufficient information to understand the consequences of your decisions.

It is important to take all medications as prescribed by a doctor. However, if you suspect a drug allergy has occurred, do dial-in and consult our doctor. If the doctor whom you saw previously is not available, we will assign you as soon as the next doctor is available.

Note: If your symptoms are severe (swelling of neck/throat area, difficulty in breathing, confusion, blue skin or lips), seek medical attention immediately at your nearest emergency department.

We regret to inform you that in order to protect the interests of public health, hygiene and safety, we are unable to provide a refund or exchange on any medications.

Delivery of Medication

Patients can do the check by clicking on eShop and select “History”. It will display all previous and existing orders. Please proceed to select the “+” on your order and choose the “View invoice” to check your delivery address on our eShop.

We encourage patients to collect it personally from the rider however if it is not convenient for the patient, they can authorize someone to collect it on their behalf.

A delivery fee of $15 will be charged per location.

You may collect your medications at our Bidadari Clinic @ 105A Bidadari Park Dr, #01-09, Singapore 341105

No, it is charged by per location. 

Please feel free to contact our care team at careteam@connectdr.sg or WhatsApp at +65 8814 1140

Pediatrics

Regardless of the type of allergy you may suspect your child to have, please consult your doctor for advice if the symptoms persist!

Red flag: If your child looks pale, is wheezing, having breathing difficulties and has facial swelling, the allergy is life-threatening. These are possible signs of anaphylaxis*, which is more likely to happen to children with food allergies. Call 995 for an ambulance immediately!

*Note: Anaphylaxis is a severe, potentially life-threatening allergic reaction. It can occur within seconds or minutes of exposure to something you’re allergic to.

Choose a thermometer that is easy to use depending on the age of your child:

  • < 4 weeks: Axillary (armpit) thermometer

  • > 4 weeks: Axillary (armpit) thermometer, tympanic (ear) thermometer

Rectal thermometer, this gives the most accurate reading but is invasive and less convenient to use

Payment

Our doctors will normally recommend you to take medications for you to get better however if you do not require any medications, kindly let the doctor know during the tele consult. Once the medications has been prescribed and charged by the doctor, we will not be able to process the refund.

We currently only accept payment via Visa or Mastercard.

Our GP tele-consultation fee is from $15.98 (subject to GST if applicable). Rates for specialists starts from $150. 

Refund will take between 14 to 21 working days for processing.

Others

We’re sorry to see you go. If there is any account issue that we can help resolve, please reach out to our care team.

After successful deletion of your account:

  • Your account will be inaccessible and permanently deleted

  • All family profiles and credit card information will be deleted.

  • Any uncompleted consults will be cancelled.

  • You will not be able to retrieve any existing healthcare data in Hidoc.

  • Transactional data will still be retained for financial audit purposes.

  • Information relating to any medical consultations will be retained for the natural lifespan of the patient (as required by MOH).

  • Even if you later create a new account with the same email, you will not be able to view previous account history.

Yes, but only when it is conducted using an encrypted platform that was designed for the purpose. Consumer apps like Facetime and Skype are not secure enough for video visits. Hidoc has secured the HIPAA (Health Insurance Portability and Accountability Act) Compliant and 256-bit SSL encryption.

We’re sorry to see you go. If there is any account issue that we can help resolve, please reach out to our care team.


To delete your account, go to More > Account > Delete Account.

Recommendations before account deletion:

  • Download all your medical documents in Hidoc as you will no longer have access to them.

  • For a smooth account deletion process, ensure that there are no pending invoices or consults in your account.

Still have questions?

If we have not fully cleared your doubts above, do feel free to contact us.

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