Consultation
1. Who can use our tele-consultation?
Anyone above the age of 21 with a non-urgent condition and who has signed up for a HeartVoice account via whatsapp or through the HeartVoice Application and has agreed to our Terms & Conditions.
2. 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;
- urinary tract infection;
- 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.
3. 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
 | Supports Android 4.0. 3 or later Required App
| Supports safari android – Required App
|
4. What happens if I lose connection during the consultation?
In such a situation, please do connect back with the doctor within 3 minutes. In the event that you are not able to do so, the session will be terminated.
HeartVoice doctor will attempt to contact you to continue the appointment on the same day, otherwise your session ID will be considered “redeemed”.
5. What are the operating hours in which I am able to schedule for an appointment with the doctor?
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.
6. How do I get an appointment with the doctor?
After purchasing your $5 Consultation from ActiveSG, you will receive a SMS with a unique session ID and weblink to choose your doctor and start the consultation.
Select your preferred doctor and you will be directed to your WhatsApp to fix an appointment.
7. 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.
8. What happens during the online consultation with the doctor?
Once you begin the video consultation, your doctor will verify your name and NRIC/FIN/passport number. Your video consultation will be terminated if the doctor is unable to verify your identity and your session ID will be “redeemed”.
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.
9. 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.
10. What is the validity of the purchased session ID?
Each unique session ID is valid for a period of 30 days from the point of purchase.
11. Can medical certificates be issued during the online consultation?
Yes, medical certificates can be issued via email (digital) and/ or via post (physical).
12. Do you offer repeat prescription service for chronic disease conditions?
Yes, you would need to arrange the repeat consultation with the doctor.
13. How do I obtain my medication after the video consultation
Upon completion of your tele-consultation, all prescriptions will be handled by the clinic assistant who will help to liaise with you on the delivery schedule and procedure. Medication delivered will be sent straight to your doorstep:
- Normal delivery timeframe (8:00 am– 9:59 pm) within 4 hours to deliver
- Urgent delivery timeframe 1.5 hours to deliver
Please ensure that you are present for verification. In the event that you cannot collect the medication in person, please do provide verification details to your representative.
You may also select a self collection method from the clinic that you had consultation with.
14. What happens when my appointment has been cancelled?
If an appointment is cancelled, the patient will receive a message stating that the doctor will be unable to see them now. Giving them 2 options to choose either, book another appointment with this doctor OR change doctor.
Payment
1. What are the costs involved?
Basic consultation is a flat fee of $5 which will be donated to “The Courage Fund Donation”. Any additional medication, medical certificate, delivery charges and/ or associated GST will be billed separately as required upon delivery of your medication.
Normal delivery timeframe (8:00 am– 9:59pm)
- Standard 4 hours to deliver ($5)
- Express 1.5 hours to deliver ($20)
*Prices before GST
2. 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
1. Are my personal information and medical records secure?
Yes absolutely. The telemedicine platform is designed to support meaningful engagement while ensuring privacy and confidentiality of data. Hosted on the Amazon Web Service (AWS), a HIPAA-compliant cloud-based platform, to store health data.
Besides being safe, the platform’s Personal Health Records (PHR) and engagement capabilities ensures that all data and communication are saved for a period of 7 years (under PHMC regulations) against each patient, for future reference.
2. Will there be a recording of the video consultation
NO, there will NOT be any recording of the video consultation.
3. How do I access my medical records after the video consultation?
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.