General FAQ
Q. Who can use our tele-consultation?
Anyone who has a HeartVoice account and has agreed to our Terms & Conditions.
Q. What kind of symptoms can be assessed during the video consultation?
The common, non-emergency conditions suitable for a video consultation include, but are NOT limited to the following:
- flu, cough, cold or sore throat;
- fever, or headache;
- diarrhoea, constipation or vomiting;
- rash, or cold sores;
- conjunctivitis;
- dermatological conditions;
- other non-emergent medical issues
The conditions listed above is NOT an exhaustive list of conditions. For medical emergencies, please do contact our 24/7 hours helpline at 6250 0625.
Q. What do I need to prepare before the start of my video consultation?
You can have the video consultation on iOS or Android devices. Ensure that you have a “Whatsapp” application and a stable internet connection as well as identification documents for verification during or before the consultation
We highly recommend you to conduct the consultation on your mobile phones.
For iOS users | For Android users Android system | For user on desktop |
Supports iOS 7 – above Required App
| Supports Android 4.0. 3 or later Required App
| Supports safari android – Required App
|
Q. What happens if I lose connection during the consultation?
In such a situation, please try to find an area where there is better connection.
If you lost connection and are not able to continue the consultation, please contact the clinic to make further arrangements.
Q. What are the opening hours of HeartVoice Telemedicine?
HeartVoice is a telemedicine platform that has 24/7 coverage but are limited by the availability of our doctors and also the opening times of their clinics
Please check the clinics opening hours on our website.
Q. Can I use HeartVoice Telemedicine for emergency consultation?
Do not use this service for emergency medical needs or urgent situations, if you think you have a medical emergency, immediately call 995 or go to your nearest hospital.
If you need to contact a clinic urgently for non-medical emergencies, please check their contact info here: https://www.ourheartvoice.com/clinics/
Q. How do I cancel/reschedule my appointment?
You will be able to cancel your appointment by typing in the word “Cancel” to the heartvoice whatsapp bot. If you have multiple appointments, please select which one you would like to cancel. Please contact the clinic via phone or email if you would like to reschedule
Q. What happens during the online consultation with the doctor?
Once you begin the video consultation, your doctor may request to verify your name and NRIC/FIN/passport number. The provider has the right to terminate the consultation should there be insufficient proof of identity.
The doctor may choose to do a quick screening of your your current symptom(s) and/or past medical condition(s) and to assess the suitability to proceed with a teleconsultation
Q.How long will my online consultation last?
General consultation should last anywhere between 5 – 15 minutes. Consultation durations will vary between clinics depending on your condition/needs.
Q. Can medical certificates be issued during the online consultation?
Yes, medical certificates can be issued after you have made payment for the telemedicine consultation. In accordance to the Personal Data Protection Act (PDPA) and to protect your personal information, documents will be encrypted with the last 4 characters of your ID and patients will not receive their MCs and other documents if they have not made payment.
Q. How do I obtain my medication after the video consultation
You will have 3 options to obtain your medication
- HeartVoice Standard 4hr to deliver ($5) / HeartVoice Express 1.5hr to deliver ($20)
- Self Collect from clinic
- Clinic’s own delivery service (if any)
HeartVoice delivery service is from 8am – 9pm. Orders after 9pm will be delivered the next day.
You will be receiving status updates via email & phone when the medication is picked up & successfully delivered.
If the clinic is closed and not available for medication pickup, medication can be delivered the next day.
Q. What happens when my appointment has been cancelled?
If an appointment is cancelled, you will receive a message stating that the doctor will be unable to see them now.
Please contact the clinic for further arrangements if required.
You can choose to book another appointment with this doctor OR choose another provider to continue your teleconsultation journey.
Q. How do I consult a doctor?
There are 2 ways you can consult a doctor you can either:
Part A: Seek consultation directly from https://www.ourheartvoice.com/clinics/ or scan a QR code
Part B: Seek consultation Via doctor’s virtual e-card: Whatsapp start word @ +65 3138 4362
Part A: (Select a doctor from HeartVoice website:):
You can browse our heartvoice website showcasing the clinics as well as doctors that are working with us @ https://www.ourheartvoice.com/clinics/
Step 1: Open the URL link on your mobile: https://www.ourheartvoice.com/clinics/
Step 2: You will enter the clinic webpage
Step 3: Select a clinic and find your doctor’s profile by scrolling down.
Step 4: Click on “Consult Doctor” when you find the doctor you are looking for
Step 5: Step 5: You will be redirected to Whatsapp, where the start word will be pre-filled
Step 6: Send the already pre-filled message in whatsapp and our friendly HeartVoice bot will guide you form there
To find out more about how our whatsapp flow works check out our other section in this FAQ: “Whatsapp Flow”
Part B: (If you have the Doctor’s virtual e-card, send the doctor codeword directly to +65 3138 4362):
Step 1: Save the number +65 3138 4362 in your phone as HeartVoice Doctor
Step 2: Open “Whatsapp”
Step 3: Type in the doctor’s startup word in whatsapp and hit send
Step 4: Follow HeartVoice bot instructions and a consultation will be arranged for you
To find out more about how our whatsapp flow works check out our other section in this FAQ: “Whatsapp Flow”
Q. How do I book an appointment with a doctor?
Step 1: Enter startup word on whatsapp @ +65 3138 4362
Step 2: Enter 1 for “Video consultation with a doctor”
Step 3: Enter 2 for “Book an appointment”
Step 4: Browse through the given appointment time slots and enter the number shown in the message
Step 5: When a doctor accepts the appointment, you will receive a whatsapp notification.
Step 6: When it is time for your appointment, a message and an URL link that will redirect you to the video consultation waiting room will be sent to you
Step 7: You must allow access your camera and microphone
Step 8: Fill in your address, delivery service, credit card details and make payment
Step 7: After you made the payment, click on the button “back to chat” and you will be redirected back to whatsapp.
Step 8: You will receive a message notifying you:
- have completed your payment
- how long your medication will take to be delivered to you
- And your encrypted consultation documents
With this your telemedicine consultation is complete.
Whatsapp flow
Q. What will the whatsapp flow be like?
- When you enter whatsapp, the first thing you need to do is either send in the doctor’s startup word. If you are not registered please click on the link to register for a HeartVoice account.
2. After registering your HeartVoice account, you will receive a message indicating that you have successfully registered your HeartVoice account. And now you can start to either: 1. Video consult with a doctor or 2. Explore HeartVoice.
When you wish to consult a doctor, type in 1 as shown in the message below
“What would you like to do today?”
1: Video consult with a doctor ,
2. Explore HeartVoice
After you type in 1, a message will be sent to notify you, telling you what time you will be able to have the video consultation with the doctor.
When it’s time for your appointment, an URL link will be sent to which will redirect you to the video consultation waiting room.
3. After entering the video consultation waiting room, you will be requested to allow access to your phone’s camera and microphone.
IF you do not allow, the doctor will not be able to hear or see you, thus hindering the video consultation process.
After your video consultation ended, click on the button “back to chat” button and you will be redirected to whatsapp.
You will receive an invoice PDF file and an URL link to make payment.
4. Fill in the details of your address and choice of delivery, enter your credit card details and once you have made your payment you will be redirected back to whatsapp.
After successfully submitting your payment, you will receive a message saying that you have completed your payment, how long your medication will take to be delivered to you as well as your documents like your Medical certificate. Please note that your Medical Certificate and other documents will be encrypted with the last 4 characters of your ID.
Payment
Q.What are the costs involved?
Costs include the cost of delivery, medication and consultation fee. Medication and consultation fee vary from clinic to clinic.
Delivery cost will vary depending on the time of day:
Normal hours delivery
- 8:00 am– 9:59pm
- Standard 4hr to deliver ($10, on promotion at $5)
- Express 1.5hr to deliver ($20)
Night hour delivery (coming soon)
- 10:00pm – 11:59pm
- Night hour delivery ($20)
Late night delivery (coming soon)
- 12:00am – 7:59am
- Late night delivery ($35)
Q. How do I make a payment?
After the clinic has processed your consultation cost, you will receive a payment url to complete the payment.
We currently support credit card payment. Other methods of payment will soon be available.
Personal Information, Medical Records & Confidentiality
Q. Are my personal information and medical records secure?
In Singapore, there are currently no stipulations of data security, of course we are still adhering closing to the National Telemedicine Guidelines and are in close talks with MOH for the upcoming healthcare services act in ~2022. We are also following the Cybersecurity Act (CSA) and Personal Data Protection Act (PDPA)
Patient data are encrypted and hosted on the Amazon Web Service (AWS), a HIPAA-compliant cloud-based platform.
HIPAA refers to the Health Insurance Portability and Accountability Act of 1996 enacted by the 104th US congress signed by Bill Clinton.
if you do not practice in the US, there is no need to comply with the HIPAA act
Q. Will there be a recording of the video consultation
As with a traditional face to face doctor-patient consultation. No recording will be done without the approval or either party.