Frequently Asked Questions

1. To reset your account, send an email to askus.php@doctoranywhere.com with the subject "DATE OF BIRTH CONCERN." Include the following information for a quick response from our customer service team: - Your name (the same as on the app) - The email address you used to create your account - Your phone number - Your date of birth - Your ID number - A picture of your physical ID (like a government-issued ID or a birth certificate for kids without an ID) 2. After our customer service team confirms your account reset, log in to your account and continue with your name verification. For seamless verification, please make sure that your First Name and Last Name are exactly the same as the name in the ID that you have sent us. Once verified, you should be able to use your account with ease!

Doctor Anywhere is your healthcare SuperApp. We harness the power of technology and connectivity to combine a holistic range of health and wellness services into a single, integrated platform. From appointment booking, video consultations, medicine purchase, and delivery, Doctor Anywhere is the one-stop place for all your healthcare needs.

All medical doctors on our Doctor Anywhere platform are fully registered with the Professional Regulation Commission in the Philippines. They also undergo a stringent screening and vetting process before they are accepted to join Doctor Anywhere.

Anyone with non-urgent medical conditions is suitable. However, patients below the age of 18 years old must be accompanied by a parent during the video consultation.

Online video consultations with our general practitioners are available 24/7 on-demand or by appointment. Our Psychologists and Specialists are also available by appointment. You can schedule video consultations with a wide range of specialists, including Cardiologists, Dermatologists, Endocrinologists, ENT Specialists, Gastroenterologists, General Surgeons, Nephrologists, OB-GYNs, Ophthalmologists, Orthopedic Surgeons, Pediatricians, Pulmonologists, and Urologists. You can also subscribe to an annual DA Health Plan that offers unlimited video consultations. Additionally, you can purchase your medication after your video consultation through the Doctor Anywhere app, and have it delivered to you.

Our telehealth service is available on Android or iOS enabled mobile phones. Download the free app here.

Our general practitioners are available 24/7, while specialists and psychologists are available by appointment. Our customer service team is available to assist you from 9 AM-10 PM daily.

Convenient doctor consultations are fully covered by our partner HMOs and health insurance companies: ☑️ Maxicare and Generali members: Video consultations with general practitioners and specialists ☑️ COCOLIFE Healthcare, Etiqa, EastWest Healthcare, HMI, Lacson & Lacson Insurance Brokers, and Cigna members: Video consultations with general practitioners, primary care doctors, and family doctors To activate your account, follow these steps: 1. Open the app and go to Profile. 2. Look for the "Membership and Benefits" section. 3. Select "Link Membership" 4. Choose Philippines. 5. Select your HMO from the list of options provided. For Maxicare users, kindly enter the 16-digit card number starting with 1168 in a single, unspaced format without any special characters. For Cocolife users, kindly key in the 16-digit card number starting with 2626 in a single, unspaced format without any special characters. Note: Only one coverage per account can be linked within the app. If you wish to delete your profile, make sure to unlink your HMO first by going to "Membership & Benefits" > "Settings" > "Remove Membership" before proceeding with deletion.

The Department of Health (DOH) and the University of the Philippines Manila, through the National Telehealth Center, recently issued the Joint Memorandum Circular No. 2020-0001, detailing brief guidelines on setting up telemedicine practice among healthcare providers, which are adhered by Doctor Anywhere Philippines and our services. While waiting for further local regulations to be established, Doctor Anywhere Philippines applies to stringent telemedicine guidelines by Singapore's Ministry of Health as our best practices, in order to uphold highest levels of clinical standards to ensure safe processes for both local doctors and patients.

Yes, we take confidentiality 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.

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

Yes, we have a privacy policy. To find out more, please visit https://www.doctoranywhere.ph/privacy-policy.

Creating an account is free! Download the free Doctor Anywhere app on Google Play Store or App Store. Then, sign up using your Facebook account, Google account, or by entering your email details manually.

You may use any Government issued ID when signing up an account on Doctor Anywhere. Select “ID Card” or “National ID/NRIC”, and provide the ID number of your chosen government-issued IDs/documents in the “National Identification Card Number” or “IC/Passport Number” field.

You will receive all notifications, reminders, and OTPs on your Viber account. If you are not on Viber, offline, or can’t receive Viber messages, we'll send them to you via SMS instead. If you need further assistance, kindly email our customer service team at askus.php@doctoranywhere.com so that we can provide you with the best possible customer support.

Try the following steps: 1. Uninstall then reinstall the free Doctor Anywhere app. 2. Verify the registered mobile number with the correct format: +63 917XXXXXX. Tap “Profile” > “My Info” > “Contact Details”. 3. Find a better signal before requesting OTP again. We're also sending the OTP via SMS if you're offline or not on Viber. If you need further assistance, kindly email our customer service team at askus.php@doctoranywhere.com

For Maxicare members: Kindly email Maxicare at customercare@maxicare.com.ph the following details to verify if your information on their system is updated: • Company Name • Name • Email Address • Birthdate • HMO account number For COCOLIFE members: You may reach out to COCOLIFE's hotline to verify if your information on their system is updated. Here are their contact numbers: • Globe: 09175360962 • Smart: 09088947763 -Sun: 09228928828 For HMI members: Kindly email askus.php@doctoranywhere.com your membership number, complete name and screenshot of the error.

Kindly email our customer service team at askus.php@doctoranywhere.com with the following details of the concerned account: • Full name • Email address registered in-app • Birthdate • HMO account number

Yes. Please create a separate account for your child. If your child is below 18 years old, please also be sure to accompany him/her during the video consultation.

For children with no valid ID or passport yet, you may upload their birth certificate, and input the registry number in “National Identification Card Number” or “IC/Passport Number”. The birth certificate's registry number can be found on the upper right part of the document.

You can always use the "Forgot Password" option on the "Log in with Apple or Email" option. Coincidentally, if you already saved our Google or Facebook account on your phone, a list will be shown once you select the "Log in with Google or Facebook" option. If not, you can use "Forgot your Password" as well.

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 have updated it, click on the "save" button and your details will be updated.

1. Email us at askus.php@doctoranywhere.com so we can reset your account. Use “DATE OF BIRTH CONCERN” as your email subject and provide us with the following details to ensure a swift response from our team: Patient Name (as it appears on the app) Registered Email Address (used to create the account) Registered Mobile Number Date of Birth ID Number Photo of the Physical ID (Government-Issued ID/birth certificate for kids with no ID) 2. Once our team has sent a confirmation that your account has been reset, sign up again using the same email credential. Make sure to “Sign up with Email” and avoid using social media, Google, or Apple sign-up methods. Input your details and you should be able to use your account with ease! Click here to watch a quick how-to video on signing up using email.

Once paid, you can no longer cancel your DA Health plan membership. For more information, visit https://www.doctoranywhere.ph/health-plans

20-minute video consultation with a 24/7 general practitioner (internal medicine doctor, primary care doctor, family doctor) costs ₱550 15-minute video consultation with a specialist by appointment (Cardiologists, Dermatologists, Endocrinologists, ENT Specialists, Gastroenterologists, General Surgeons, Nephrologists, OB-GYNs, Ophthalmologists, Orthopedic Surgeons, Pediatricians, Pulmonologists, and Urologists) starts at ₱699 1-hour appointment with a psychologist costs ₱1,499 Or subscribe to an annual DA Health Plan that offers unlimited video consultations. Full list of our telehealth services and rates can be found here You may also activate your HMO or insurance account to avail fully covered video consultations. Doctor Anywhere accepts Maxicare, COCOLIFE Healthcare, Etiqa, Generali, EastWest Healthcare, HMI, Lacson & Lacson Insurance Brokers, and Cigna. Reminder: Our doctors are trained to identify urgent cases which are not suitable for video consultations. They will review each case within two minutes of each video consultation to assess whether it is suitable to carry out the consultation. If deemed unsuitable, the doctor will recommend you to go for a physical consultation, and you will not be charged for the video consultation.

We accept all major debit and credit cards (including VISA and Mastercard) and GCash. Payments will be transacted in the Doctor Anywhere app.

Convenient doctor consultations are fully covered by our partner HMOs and health insurance companies: ☑️ Maxicare and Generali members: Video consultations with general practitioners and specialists ☑️ COCOLIFE Healthcare, Etiqa, EastWest Healthcare, HMI, Lacson & Lacson Insurance Brokers, and Cigna members: Video consultations with general practitioners, primary care doctors, and family doctors To activate your account, follow these steps: 1. Open the app and go to Profile. 2. Look for the "Membership and Benefits" section 3. Select "Link Membership" 4. Choose Philippines. 5. Select your HMO from the list of options provided. For Maxicare users, kindly enter the 16-digit card number starting with 1168 in a single, unspaced format without any special characters. For Cocolife users, kindly key in the 16-digit card number starting with 2626 in a single, unspaced format without any special characters. Note: Only one coverage per account can be linked within the app. If you wish to delete your profile, make sure to unlink your HMO first by going to "Membership & Benefits" > "Settings" > "Remove Membership" before proceeding with deletion.

To better assist you with your concern, please send an email to askus.php@doctoranywhere.com so our customer service team can help you. Please attach screenshots of the problem you're experiencing if possible.

Please contact your healthcare provider if you need help regarding accredited hospitals, clinics or facilities, and other concerns such as referrals for consultation with specialists and laboratory tests.

If you're experiencing this issue, please consider the following suggestions: • Ensure that you are not using a VPN or any location altering software while using the app. • Please make sure that your Doctor Anywhere app is updated to its latest version. • Kindly try using a different mobile device. • Connect to a different Wi-Fi or internet provider. • Uninstall and reinstall the free Doctor Anywhere app on Google Play Store or App Store If you need further assistance, please email your concern to our customer service team at askus.php@doctoranywhere.com.

Kindly email our customer service team at askus.php@doctoranywhere.com with your contact information so that they can investigate and get in touch with you.

The typical duration for the refund process is usually 3-5 business days, although some banks may require approximately 10 days.

You can consult a doctor on-demand or by appointment on the Doctor Anywhere app for diagnosis, medical advice and referrals relating to non-common illnesses, if suitable. Before each video 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 which require urgent medical attention at the nearest Emergency department of the hospital. Our doctors are trained to identify urgent cases which are not suitable for video consultations. Our doctors will review each case within two minutes of each video consultation to assess whether it is suitable to carry out the consultation. If deemed unsuitable, the doctor will recommend you to go for a physical consultation either at his/her clinic or a clinic of your choice, and you will not be charged for the video consultation. All documents that have been issued by the doctor, such as medical certificates, referral documents as well as receipts, will be available in-app following each consultation. You will receive an in-app notification once they are available.

Many common illnesses and chronic conditions can be effectively treated through a video consultation. The following are some of these medical conditions: 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 on the list, the doctor will assess your medical history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation.

The following symptoms are some of the conditions that are not suitable for online consultations: • 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 severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness • Sudden loss of vision This list is not exhaustive. We would like to explain that 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 Emergency department of the nearest hospital.

If the doctor determines that your condition is unsuitable, they 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

• 20-minute video consultation with a general practitioner (internal medicine doctor, primary care doctor, family doctor) • 15-minute video consultation with a specialist (Cardiologists, Dermatologists, Endocrinologists, ENT Specialists, Gastroenterologists, General Surgeons, Nephrologists, OB-GYNs, Ophthalmologists, Orthopedic Surgeons, Pediatricians, Pulmonologists, and Urologists) • 1-hour appointment with a psychologist

Yes, simply click on "search for a GP" and scroll through the list to select a provider. There is also a search bar available if you have the doctor's name or clinic name. You may also choose a provider that you have previously sought consultation with on Doctor Anywhere if he/she is saved on your "Favourite Providers" list. You can add a provider to your favorite list by clicking the heart icon next to your chosen doctor's profile.

1. Here are a few reminders before your video consultation: • Be on time Avoid multiple bookings • Avoid last-minute cancellations • Pick a quiet environment • Dress appropriately • Check your internet connection 2. Please have your identification card (ID) ready for the verification process. • We will need to verify your name and identity at the start of the consultation. • No prescription, referral or medical certificate can be issued to anyone not using a real identity or assuming a false identity. 3. Medical equipment (optional) The following equipment may be helpful to have with you during your video consultation: • Thermometer to measure temperature • Pentorch or mobile phone with flashlight function to illuminate and provide better visualization of the body part during the examination • 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

Yes, you may request for a medical certificate during your online video consultation. Please be advised that the doctor’s decision based on their assessment and evaluation determines the granting of the medical certificate, and that clearances from specialists, SSS, and others are not covered. After the video consultation, an electronic medical certificate will be available in-app, if the doctor has issued one for you.

Please be informed that a physical examination is a prerequisite for a doctor before they can issue a fit-to-work certificate, and this is not possible during a video consultation. For now, our physicians can only issue a medical certificate for conditions that are medically necessary.

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 available in-app, if the doctor has issued them.

Our doctors can prescribe a wide range of medications, which can be used to treat conditions such as infections, allergies, skin conditions, minor injuries or travel-related ailments. However, please note that our doctors do not prescribe any narcotics. If you have queries on medications, please ask the doctor for more information about the types of medication suitable for your condition during the consultation.

If your HMO or health insurance does not cover video consultations with a mental health expert, here's how you can access our mental health service within the app: 1. Download or launch the free Doctor Anywhere app. 2. Sign up, and make sure that the email address you’ll use isn't registered yet in the app. (Additionally, you must open a new account using another valid government ID.) 3. Under Telehealth Services, tap “Mental Health” to book an appointment. A 1-hour appointment with a psychologist costs ₱1,499, and you can use GCash, or your credit or debit cards through the app.

You can consult a doctor on our mobile app for diagnosis, medical advice and referrals. The Doctor Anywhere app is free to download on Google Play Store or App Store. Download, sign up and follow these: 1. Select the service you require (GP or Specialist) 2. Tap the tile with the calendar icon 3. Select your preferred doctor 4. Select a date and timeslot (on-demand or by appointment)

You'll get in touch with the doctor through the Doctor Anywhere app. To join your scheduled video consultation: 1. Launch the Doctor Anywhere app on your smartphone. 2. Tap the "Appointments" section. 3. Select the appointment to join the call at the designated time. It is also encouraged to keep the app notification settings enabled on your phone. This way, you will receive important updates and reminders regarding your scheduled video consultation. If you haven't received any notifications, please check your app's notification settings or ensure that you have allowed the Doctor Anywhere app to send notifications.

Online video consultations are conducted through the Doctor Anywhere app. To join your scheduled video consultation: 1. Launch the Doctor Anywhere app on your smartphone 2. Tap the "Appointments" section 3. Tap on the appointment to join the call at the designated time It is also encouraged to keep the app notification settings enabled on your phone. This way, you will receive important updates and reminders regarding your scheduled video consultation. If you haven't received any notification, please check your app's notification settings or ensure that you have allowed the Doctor Anywhere app to send notifications.

You can only cancel or reschedule your appointment at least 30 minutes before your scheduled consultation. Go to "Appointments" to cancel or reschedule it.

You can check the name of the doctor in the history tab, or search in the list of doctors (either under GPs or Specialists). To make it easier for you to find them for your upcoming consultations, you may also add them as favorites. Just tap the heart icon beside the doctor’s name.

If you lose internet connection during your video consultation, please contact our customer service team at askus.php@doctoranywhere.com. We will assist you once we hear from you.

If you still need medical assistance, we highly recommend scheduling another appointment with one of our doctors to provide you with the care you need. Choose from the selection of our many doctors in the app. In case you need help with the refund, email our customer service team at askus.php@doctoranywhere.com with your contact information so that they can investigate and get in touch with you.

If you miss your video consultation appointment, please contact us at askus.php@doctoranywhere.com. Our customer service team will be happy to assist you.

If there are no doctors available at your requested time, you can choose to book an appointment instead. Otherwise, please contact our customer service team at askus.php@doctoranywhere.com and we will assist you with appointment booking.

To investigate your case, our customer service team will need your consultation details. Please send an email to askus.php@doctoranywhere.com. You may opt to rebook with the doctor while we work on resolving the issue.

Diagnosis and notes from the doctor, and e-medical documents such as medical certificates, referrals, receipts, and prescriptions will be available in-app following each consultation. You will receive an in-app notification once they are available. Just go to "History" and look for your recent consultation.

Go to the “History” tab to access the e-medical documents issued by the doctor, including medical certificates, referrals, receipts, and prescriptions. Use the ID Number (case-sensitive) that is registered on your DA account as the password. Then, tap on “View” to open the document in the app, or tap on “Email” to have the document sent to your registered email address.

Use the ID Number (case sensitive) that is registered on your DA account. Go to "My Info" > "About Me" to copy your ID number.

Once your diagnostic or laboratory result is available, you have 3 ways to upload your files: 1. Go to 'History' then upload it on the 'Health Records' section. 2. Send the files during the pre-consultation survey (before booking an appointment). 3. Send the files during your video consultation by clicking the plus button on the video call screen.

Have your employer send an email request to our customer service team at askus.php@doctoranywhere.com with both the medical certificate and consent letter attached, or use our self-service MC validation portal.

Our doctors can prescribe a wide range of medications, which can be used to treat conditions such as infections, allergies, skin conditions, minor injuries or travel-related ailments. However, please note that our doctors do not prescribe any narcotics. If you have queries on medications, please ask the doctor for more information about the types of medication suitable for your condition during the consultation.

After your video consultation, you will receive a notification when your medications are ready for purchase. Tap on this notification to enter the app and review your prescribed medication list. Please make sure that notifications from the Doctor Anywhere app are enabled on your phone settings to receive them. If you have disabled the notifications, please go to "History" and tap on the "Buy Medication" button. You have the option to select and de-select the prescribed medications that you would like to purchase. Then select the delivery fee option, and your preferred payment method to complete your medicine purchase.

After making the purchase, our customer service team will contact you. If you need further assistance, kindly email our customer service team at askus.php@doctoranywhere.com.

We deliver every day from 9:00 AM to 5:00 PM, including weekends and holidays. If you place your order before 5 PM, it will be eligible for same-day delivery. Orders placed after 5 PM will be delivered the following day. Please note that delivery times may vary based on current circumstances. Make sure to keep your communication line open for future updates. If you need further assistance, feel free to email our customer service team at askus.php@doctoranywhere.com.

Kindly email our customer service team at askus.php@doctoranywhere.com.

The difference you're noticing is due to the inclusion of a convenience fee which covers the ease and convenience of using our app to order your prescription medicine online.

If you need assistance, kindly email our customer service team at askus.php@doctoranywhere.com.

To provide you with the best possible support, our customer service team is available at askus.php@doctoranywhere.com. They will assist you with any concerns, such as app issues, appointment booking, accepted HMOs, medical certificates, e-medical document passwords, refunds, medication delivery, and other questions.

Our general practitioners are available 24/7, while specialists and psychologists are available by appointment. Our customer service team is available to assist you from 9 AM-10 PM daily.

Rest assured that our dedicated customer service team is diligently answering and resolving all incoming emails. Additionally, please ensure to check your spam folder as the email sent by our customer service team may have been directed there.

Please contact your healthcare provider if you need help regarding accredited hospitals, clinics or facilities, and other concerns such as referrals for consultation with specialists and laboratory tests.

We are sorry to hear of your unpleasant experience. If you would like to share the details with us, please contact our customer service team at askus.php@doctoranywhere.com We would like to hear from you and offer you assistance in any way we can.

After making the purchase, our customer service team will contact you. If you need further assistance, kindly email our customer service team at askus.php@doctoranywhere.com.

We deliver every day from 9:00 AM to 6:00 PM. Your order will be delivered within three hours from the time you place it.

If you need to change your delivery address, please email our customer service team at askus.php@doctoranywhere.com ASAP. They will help you update the address accordingly.

Once you've confirmed your purchase, you'll receive a verification code. When the courier arrives, make sure you're at home and have the code ready. If the verification code fails to authenticate, or there's no one available to collect it after a 10-minute wait, your order will be returned to the pharmacy. If you still need the medication, we can arrange a re-delivery at an additional cost based on your location. You have 30 days to request redelivery. If we don't hear from you within 30 days from the initial delivery date, we'll dispose of the medications. Please note that we can't offer a refund for uncollected orders. To arrange for medication redelivery, kindly email our customer service team at askus.php@doctoranywhere.com.

Kindly email our customer service team at askus.php@doctoranywhere.com with the details of your consultation and medication purchase, so that they can check the status of the delivery.