FAQs

Teleconsultation

Who can use teleconsultation?

Teleconsultation is suitable for anyone above 2 years old and seeking treatment for non-emergency illnesses. Please note that your user account cannot be used by another person.

For patients below 16 years old, please ensure you have a guardian (who must be at least 21 years old) present with you during the teleconsultation. The guardian has to show his/her valid ID (eg. NRIC, passport, etc) to the doctor at the start of the teleconsultation.

What are the charges for a teleconsultation?

Doctor World charges $18nett for a 15-minute teleconsultation (inclusive of medication delivery). Beyond 15 minutes, the doctor may request for an additional payment for another 15-minute extension. Medication charges apply.

What conditions are suitable for teleconsultation?

There are many common conditions (non-emergency in nature) that can be treated via teleconsultation including but not limited to these:

• Cough & Cold
• Sore Throat
• Constipation & Diarrhoea
• Skin Irritation & Rashes
• Acne
• Headache & Migraine
• Urinary Tract Infections
• Menstrual Issues
• Gastric problem
• Cold sores
• Muscle aches
• Heel pain
• Conjunctivitis without visual disturbances
• Eyelid problems
• Gout
• Well-controlled chronic illnesses that have already been routinely followed up
• Others: travel health, sexual health, review of health screening results

The doctor will make a reasonable diagnosis where possible from the presenting history, vital signs or other clinical parameters where available, investigation or imaging results and recommend treatment or referral to the appropriate level of care if necessary.

What conditions are NOT suitable for teleconsultation?

Emergency health issues are NOT suitable for teleconsultation. Please seek immediate medical assistance at the nearest Accident & Emergency (A&E) or call 995 for an ambulance.

This teleconsultation service is also not for mental health conditions. For mental health conditions, you can call 1800-221 4444 (SOS hotline).

The following conditions are also NOT suitable for teleconsultation:

• Visual disturbances – double vision or blurred vision or loss of vision
• Dizziness and imbalance
• Chest pain
• Breathing difficulties and asthma
• Abdominal pain with fever
• Diarrhoea with black stools
• Fever for more than 3 days
• Weakness or numbness of limbs
• Urinary or bowel incontinence
• Pregnancy complications
• Any injuries
• Bleeding from any wounds/injuries
• 1st consultation on chronic illnesses

What do I need in order to use teleconsultation?

Your identification card will be required for the doctor’s verification during the teleconsultation. No prescription, referral or medical certificate can be issued to anyone who is not using his real identity or assuming a false identity.

Optional: Available medical equipment to enhance the effectiveness of the teleconsultation are welcomed.
• A thermometer to measure temperature
• A glucometer to check blood glucose level
• A sphygmomanometer (also known as a blood pressure machine) to check blood pressure and heart rate
• A torch to illuminate whenever necessary

What happens if the doctor determines that my condition is not suitable for teleconsultation?

The doctor will advise you to seek other appropriate treatments or follow-up actions before ending the call. If substantial medical advice was given, the doctor may charge a consultation fee at his/her discretion.

Who are the doctors on Doctor World?

All doctors onboard Doctor World are Singapore-registered and licensed with the Singapore Medical Council (SMC).
They hold doctoral degrees in medicine and have undergone post-doctoral training as required to be registered as a doctor in Singapore. They also undergo a screening process and telemedicine training by our clinical panel comprising medical doctors and professionals.

We are in strategic partnership with Raffles Medical Group.

What if there are no doctors available for a teleconsultation right away?

The estimated waiting time to see a doctor via teleconsultation is 15min. If no doctors are available to conduct a teleconsultation right away, a doctor will fix a teleconsultation appointment with you and call you back at the designated time.

What if I get disconnected during the teleconsultation?

The doctor will initiate a call-back for which you will be prompted via a push notification. Upon receiving the push notification, you can rejoin the call once you accept it. If you still fail to reconnect to the session, please contact our Customer Service Team at contact@doctorworld.co and we will assist you in any way we can.

How do I obtain my medication after the teleconsultation?

The medication will be delivered to your address within 4 hours of the teleconsultation. We seek your patience and understanding should there be unforeseen delays arising from traffic conditions and/or other factors.

Please note that the delivery will be fulfilled by a third-party courier service. You will have to verify your identity by presenting your identification card in order to receive the medication from the courier. Please acknowledge receipt of medication in the Doctor World app upon delivery.

How do I obtain a Medical Certificate (MC) after the teleconsultation?

An electronic copy of the MC will be emailed to the patient. Issuance of MCs is subject to the doctor’s discretion which is based on proper medical grounds arrived at through clinical assessment. As electronic MCs are a relatively recent development, acceptance of such MCs is subject to the human resource policies of individual companies.

Can teleconsultation be claimed under my insurance plan?

Most major insurance companies provide plans that cover teleconsultations. Nonetheless, please check with your insurance provider if your plan covers it.

What are the modes of payment?

Doctor World platform is cashless. We accept online payments via debit and credit cards including Visa, AMEX and Mastercard.

What should I do if I am unsatisfied with my teleconsultation experience?

Please contact our Customer Service Team at contact@doctorworld.co and we will assist you in any way we can. For enquiries regarding medicine and clinic services, you may wish to contact the clinic directly. The phone number of the clinic can be found in your clinic visit/consultation report.

eQueue

There is no charges at all for this service. Prevailing consultation rates, medicine charges and any other charges for your clinic visit apply. Payment (where applicable) is to be made at the clinic after the consultation as per usual practice of seeing any GP in a clinic.
The eQueue service is only available at our partner clinics. Some of our key healthcare partners include Raffles Medical Group. The full list of participating GP clinics can be viewed in the app under the eQueue feature. Doctor World will continue to work with healthcare providers to offer this service to as many GP clinics in Singapore as possible.
Upon arrival at our partner clinic, please scan the QR code (generated when you request for an eQueue number) on your app at the clinic counter for registration. Alternatively, you can show the QR code to the staff at the clinic counter for registration.
The waiting time is a real-time estimation which can fluctuate based on the physical queue in the clinic. Some waiting can be expected in the clinic upon registration. However, rest assured, as you are on a priority queue to see the doctor.
You can approach the clinic counter to inform the staff about your missed queue who will then register you to see a doctor.

Please contact our Customer Service Team at contact@doctorworld.co and we will assist you in any way we can. For enquiries regarding medicine and clinic services, you may wish to contact the clinic directly. The contact information of the clinic can be found in the app.

Account/Registration

Doctor World is an integrated healthcare digital platform providing medical convenience at your fingertips. You can use the app (available on Apple App Store and Google Play Store) to:

• Video-consult a doctor (available 24/7 daily)
• Schedule medical appointments
• Manage health records
• Browse health insurance offerings
• Purchase healthcare products and services

It is a secure platform for doctors to dispense medical care with ease and for patients to receive treatment with confidence and in privacy.

Raffles Connect app can be used on Android and iOS enabled mobile devices. You can visit the Apple App Store or Google Play Store to download the app for free. For Android enabled devices, you will need to have at least Android 4.1.2 or newer to install our app. For iOS enabled devices, you will need to have at least iOS 9 installed on your devices.

We respect and uphold confidentiality. Our patients’ personal information and medical records are compliant with the Personal Data Protection Act (PDPA). The records can only be accessed by healthcare providers directly involved in the patient’s care, and to support internal processes.

Doctor World employs end-to-end encryption to keep all information secure. All personal information and medical records are stored within encrypted databases on the Amazon Web Services platform.