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Frequently Asked Questions About Doctor Anywhere's Telehealth Services

Updated: May 7



Through direct access to healthcare provided by telehealth services, we can maintain our health and well-being more easily. One benefit is that you won't have to spend a lot of time getting to the hospital or clinic and then waiting to see the doctor. Another is that telehealth allows you to see a doctor anytime you need, anywhere you are. This is especially useful if you’re feeling too sick to step out of your house.


With Doctor Anywhere, you can see a doctor anytime, anywhere using your mobile phone. We provide on-demand and by-appointment teleconsultation services with a wide range of general practitioners, specialists, and mental health experts.


If you’re curious to know more about us, allow us to answer all your burning questions.


I. ABOUT DOCTOR ANYWHERE


What is Doctor Anywhere?

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.


Who are the healthcare providers on Doctor Anywhere?

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.


Who can use 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.


What are the services offered by Doctor Anywhere?

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, Infectious Disease Doctors, Nephrologists, Ob-Gyns, Oncologists, Ophthalmologists, Orthopedic Surgeons, Pediatricians, Pulmonologists, Rheumatologists, 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.


What are Doctor Anywhere's operation hours?

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.


To know more about Doctor Anywhere, click here.



II. CREATING A DOCTOR ANYWHERE ACCOUNT


How to create a Doctor Anywhere account?

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.


I don't have a NRIC/Passport as an ID, what should I use to register?

You may use any Government issued ID when signing up for 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.


Where can I receive my OTP and other notifications?

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.


Can I use Doctor Anywhere for my child?

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.


If I forgot my password and can't log in, what steps should I take?

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 learn more about creating a DA account, click here.



III. PRICING, PAYMENTS & ACCREDITED HMOs


How much is Doctor Anywhere's video consultation fee?

☑️ 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, Infectious Disease Doctors, Nephrologists, Ob-Gyns, Oncologists, Ophthalmologists, Orthopedic Surgeons, Pediatricians, Pulmonologists, Rheumatologists, 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.


What payment methods do you accept?

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


What are Doctor Anywhere's accepted HMOs or health insurances?

Convenient doctor consultations are fully covered by our partner HMOs and health insurance companies:

☑️ Video consultations with general practitioners and specialists are fully covered for Maxicare, Generali, Insular Health Care, Medicare Plus, and WellCare Health Maintenance members

☑️ Video consultations with general practitioners are fully covered for COCOLIFE Healthcare, Etiqa, EastWest Healthcare, HMI, and Lacson & Lacson Insurance Brokers members


I need to ask something about my HMO or insurance benefits. Who should I contact?

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.


Could you assist me in processing the refund?

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.


To learn more about the pricing, payments & accredited HMOs, click here.



IV. PRE-CONSULTATION


How does a video consultation work?

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. Remember to use the DA app to see the doctor.


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.


What are the medical conditions suitable for video consultation?

Many common illnesses and chronic conditions can be effectively treated through a video consultation. The following are some of these medical conditions:

Common Illnesses

​Chronic Conditions

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

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.


Can I choose a doctor or healthcare provider?

Yes! Choose the appropriate healthcare provider service under "Virtual Consultation" – it could be General Practitioner, Specialist, COVID-19 Advisory, or Mental Health.

Select your preferred healthcare provider, and you can also add them to your "Favorites" list by tapping the heart icon.


What do I need to prepare before the video consultation starts?

-Be on time

-Avoid multiple bookings

-Avoid last-minute cancellations

-Pick a quiet environment

-Dress appropriately

-Check your internet connection

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.

Medical equipment (optional)

​-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


Can doctors on Doctor Anywhere issue medical certificates?

Yes, you may request 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.


Can I get a fit-to-work from Doctor Anywhere?

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.


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


Can the doctors on Doctor Anywhere prescribe medication?

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.


To learn more about the pre-consultations, click here.



V. BOOKING APPOINTMENT


How to book an appointment with Doctor Anywhere?

Use the DA app to book appointments with a general practitioner or our wide range of specialists. 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 under "Virtual Consultation" – it could be General Practitioner, Specialist, COVID-19 Advisory, or Mental Health.

2. If you would like to consult with a general practitioner, you may either see a GP on-demand or book an appointment by tapping the calendar icon.

3. For specialists, choose your preferred healthcare provider and select a date and time.

You can also add them to your "Favorites" list by tapping the heart icon.


Remember to use the DA app to see the doctor.


Will the doctor call me for my video consultation?

Use the DA app to connect with the doctor. Please note that the doctor will not call your mobile number. To join your scheduled video consultation:

1. Open the Doctor Anywhere app.

2. Tap on "Activity"

3. Select your appointment to join the call at the designated time.


Additionally, you will receive a push notification when it's time to "Join the Call" via the DA app. We encourage you to keep the app notification settings enabled on your phone to receive important updates and reminders about 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.


How to join my scheduled video consultation?

Online video consultations are conducted through the Doctor Anywhere app. Please note that the doctor will not call your mobile number. To join your scheduled video consultation:

1. Open the Doctor Anywhere app.

2. Tap on "Activity"

3. Select your appointment to join the call at the designated time.


How to cancel a scheduled appointment on the Doctor Anywhere app?

You may only cancel or reschedule your appointment if done at least 30 minutes prior to your scheduled consultation. Go to "Activity" to make any changes.


To learn more about booking appointments and other concerns, click here.



VI. POST-CONSULTATION


Where can I find the details of my consultation?

Diagnosis and notes from the doctor, along with e-medical documents such as medical certificates, referrals, receipts, and prescriptions, will be accessible in-app after each consultation. You will receive an in-app notification as soon as they are available. Simply navigate to the 'Activity' section to find information about your recent consultation.


How to access my medical documents in the app?

1. Tap "Activity". You will be directed to a page containing all your past medical records on the platform. You can filter it by document type, such as prescription, medical certificate, referral, and more.

2. To view your documents, select your recent video consultation, and then scroll down to find your document.

-Tap on “View” to view the document in-app; or

-Tap on “Email” to email the document to your registered email


What is the password for the prescription, medical certificate, or referrals?

Use the ID/NRIC/Passport Number (case sensitive) that is registered on your Doctor Anywhere account.

You can find the related ID by tapping "More" > "View Profile" > "About Me".


How to submit my diagnostic or laboratory results in-app?

Once your diagnostic or laboratory results are available, you have 3 ways to upload your files:

Tip #1: Tap "More" then look for My Health Data. Tap "Health Records" to upload and store your health records.

Tip #2: Upload the files during the pre-consultation survey or when booking an appointment.

Tip #3: Send/upload the files DURING your video consultation. Tap the attachment/paper clip icon found on the lower left part of the video call screen.


How can my employer validate the Medical Certificate issued by my doctor?

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.


To learn more about post-consultation, click here.



VII. MEDICATION PURCHASE & DELIVERY


Can the doctors on Doctor Anywhere prescribe medication?

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.


How to purchase my medication after the video consultation?

After your video consultation, you will receive a notification informing you that your medications are ready for purchase. Tap on this notification to enter the app and review your prescribed medication list.


Ensure that notifications from the Doctor Anywhere app are enabled in your phone settings to receive them. If you have disabled notifications:

1. Launch the Doctor Anywhere app and tap "Activity".

2. Look for your recent video consultation, and tap on the "Buy Medications" *button.

You have the option to select or de-select the prescribed medications you wish to purchase. Proceed by choosing the delivery fee option and your preferred payment method to complete your medicine purchase.


*If the prescribed medicine is not in our partner drugstore's inventory, the button will not appear. In this situation, you may print the memo and purchase the prescribed medicine from your local pharmacy.


How to track the delivery of my medication?

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.


What should I do if my medication hasn't arrived yet?

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


To learn more about booking appointments and other concerns, click here.



VIII. CUSTOMER SERVICE


Who do I contact if I need help?

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


What is the contact number for your hotline?

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.


What should I do if the customer service team hasn't responded to my email yet?

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.


Who can I contact if I am unsatisfied with my experience, service, or purchase?

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.



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