Yes! Heartvoice now supports Malaysia address and phone number.

If you have a malaysia number, you will still be abe to register. Simply note that when registering, please do not enter the first 0 of your mobile number e.g. +60123456789.

When patient select “ActiveSG Promotions”, a list of providers who are eligible for ActiveSG Promotion will be shown.

Select any of the providers to initiate consultation. If the provider is online you can consult now, otherwise, you can book an appointment. 

After the consultation, you will receive a payment link where you can select the ActiveSG coupon to enjoy a full discount off the consultation fee. 

Anyone who has a HeartVoice account and has agreed to our Terms & Conditions.

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 contact 995 or go to your nearest hospital.

In such a situation, please try to find an area where there is better connection. 

If you lose connection and are not able to continue the consultation, please contact the clinic to make further arrangements.

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. http://www.ourheartvoice.com/clinics

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://web.ourheartvoice.com/#/telemedicine

Once the user begins the video consultation, the provider may request to verify the user’s name and NRIC/FIN/passport number. The provider has the right to terminate the consultation should there be insufficient/inadequate proof of identity. 

The provider may choose to do a quick screen of the user’s current symptom(s) and/or past medical condition(s) so as to assess the suitability to proceed with a teleconsultation.

General consultation should last anywhere between 5 – 15 minutes. Consultation durations will vary between clinics depending on your condition/needs.

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.

You will have 3 options to obtain your medication

1. HeartVoice Standard 4hr to deliver ($5) / HeartVoice Express 1.5hr to deliver ($20) 
2. Self Collect from clinic
3. Clinic’s own delivery service (if applicable)

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 OR the HeartVoice app when the medication is picked up & successfully delivered. 

If the clinic is closed and not available for medication pickup, there will be options for next day delivery of medication.

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. 

Users will be able to reach out either by:

• 1. Seek consultation Via our heartvoice app
• 2. Browse our provider list  https://web.ourheartvoice.com/#/telemedicine
• 3. Seek consultation from provider tor virtual card – QR code

1. Download our HeartVoice APP

Download our heartvoice app from the app store > Sign up/login > tap on “see a doctor” > browse providers list > select a provider > tap on “consult” button

2. Browse our provider list:

From provider list website > our system will detect whether heartvoice app is installed 

– if heartvoice app installed > direct to app 

– if heartvoice app not installed > direct to whatsapp 

When users are in a queue with a provider > a provider banner will appear, all the time until appointment is over. Users will get push notification when status updates 

User’s home page will also show the upcoming section if the user has any. 

It will not show user’s appointments that are alreadyPaid (no delivery required), and or cancelled. 

3. Seek consultation directly from provider virtual card – QR code

The provider’s QR Code will redirect users to our HeartVoice whatsapp, along with the provider’s start word. 

1. Step 1: Scan QR code from provider’s virtual card
2. Step 2: Redirect user to whatsapp where the start word will be pre-filled
   Eg. hellodrtan
3. Step 3: 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”

If users have the provider’s virtual e-card, send the provider codeword directly to +65 3138 4362

1. Save the number +65 3138 4362 in your phone as HeartVoice provider
2. Open “Whatsapp”
3. Type in the provider’s startup word in whatsapp and hit send
4. Follow HeartVoice bot instructions and a consultation will be arranged for you

Users will enter the referral code during registration. 

A provider referral code is a special code providers could share with users, in return users will get a reward.

A provider coupon code is a personalised coupon code for users. Providers will share this coupon code with users , and users can apply this coupon at checkout to enjoy discounts.

A referral code is only usable when users use HeartVoice for the first time as referred by their providers. A coupon code is usable when users have already registered with HeartVoice and can use this coupon code at the marketplace or/and using telemedicine consult.

In the HeartVoice app & mobile web checkout, users will  select, “coupon” which will direct to the coupon page.

Coupon page will show all HeartVoice coupons that the user has. 

After applying promo code successfully > show “coupon discount” in price breakdown and minus off the promotion amount from total price. 

Coupon code applied at marketplace:

Coupon code applied at teleconsultation checkout:

1. Step 1: In mobile APP home page > select [Join Program] 
2. Step 2: User can select a program and request to join.
3. You will receive an email to approve / decline the user’s request. If approved, users will receive an email with unique code to join the program. Once a user enters the code and successfully joins the program, they will be shown in the monitoring list. 

As with a traditional face to face user consultation. No recording will be done without the approval or either party.