FAQ – Tele-Consultation

1. What is SATA CommHealth Tele-Consultation?

This is a digital healthcare service i.e. video consultation by our doctors and nurses via WhatsApp App.

Through tele-consultation in Singapore, we are able to assist you with common acute and chronic medical conditions, which are stable.

Where appropriate, our doctors may prescribe medication and provide medical certificate and/or a referral letter for further management.

2. When can I use SATA CommHealth Tele-Consultation?

SATA CommHealth Tele-Consultation is available during the following hours:

Monday to Friday 08:30 am to 5:00 pm
Saturday 08:30 am to 1:00 pm
Sunday & Public Holidays Closed

3. Can I choose my doctor?

As of now, you cannot choose your doctor. Doctors will be assigned based on their availability.

4. What can I expect from a video consultation?

A video consultation is conducted on real-time between a patient and the doctor. Rest assured that you will be consulting with doctors who are licensed to practice medicine in Singapore.

On commencement of the video consultation, our nurse and doctor will verify your name and NRIC/ passport number for registration purposes.

Once determined that you are suitable for a video consultation, our doctor will proceed to provide you with a diagnosis, prescription, medical certificate and/or medical referral letter (as appropriate). If our doctor determines that you are unsuitable for a tele-consultation, our doctor will inform you accordingly and will advise you to seek the appropriate follow-up actions for continuity of care before ending the tele-consultation.

5. How long should I expect to wait before I begin my tele- consultation?

The waiting time will depend on the number of patients waiting in the queue ahead of you. SATA CommHealth endeavours to keep waiting times short and to ensure that everyone is able to see a doctor within 15 minutes. If the estimated queue times exceed 15 minutes, our staff will prompt you and ask if you are willing to wait.

6. Are there any age restrictions?

If you are under the age of 16, you are required to confirm that you have your parent’s or legal guardian’s permission to use the SATA CommHealth Tele-Consultation. If you are under the age of 13, please do not use SATA CommHealth Tele-Consultation under any circumstances.

7. What device do I need to use for the SATA CommHealth Tele-Consultation?

SATA CommHealth Tele-Consultation is available via WhatsApp Application. Patients must have installed the application in their Android or iOS enabled mobile devices.

8. Is recording of SATA CommHealth Tele-Consultation permitted?

Any recording (be it audio or video) of the video consultation, in whole or in part, by any of the administrator, the patient or the doctor is strictly prohibited.

Any violation of the foregoing constitutes a breach of privacy and confidentiality laws between the doctor and the patient.

9. How can I best prepare for my video consultation?

Where available and medically appropriate, we could recommend having the following equipment on hand for use during consultation.

• Thermometer
• Blood pressure apparatus
• Glucometer (for diabetics)
• Weighing Scale

You may also record your vitals before the video consultation and have them ready for your doctor.

10. What is the nurse or doctor determines that my symtoms and/or conditions is unsuitable for a video consultation?

If determined that your symptoms and/or pre-existing medical conditions are unsuitable for a video consultation, you will be informed and advise on the appropriate follow-up actions for continuity of care. Such actions may include:

• Going to a general practitioner or clinic premises for a physical consultation
• Going to the nearest Accident & Emergency department
• Dialling 995

11. Can I get a medical certificate?

Yes you may, however we do not guarantee a medical certificate following your video consultation. Your doctor will assess and recommend the best course of treatment, which may or may not involve the issuance of medical certificate.

12. How do I obtain medication after the video consultation?

Purchased medication prescribed by our doctors will be delivered to you on the address you have provided during the registration as per the below schedule.

Dispatch Consult Time Medication Delivery Time
1 8:30am to 12:00pm 05:00pm the same day
2 12:01pm to 5:00pm 09:00pm the same day

13. How will my medication be packaged?

All medication dispensed and delivered to you shall be packed and fully sealed in a tamper-evident packaging.

14. Are the doctors of SATA CommHealth Tele-Consultation qualified?

Yes, they are. SATA CommHealth Tele-Consultation is committed to providing all the uncompromised quality of care. All of our doctors are:

• Registered with the Singapore Medical Council
• Certified by SATA CommHealth with qualified healthcare experience in primary healthcare and/or specialty fields
• Have undergone rigorous screening, training and credentialing

15. What kind of conditions are suitable for video consultation?

The common conditions suitable for a video consultation on SATA CommHealth Tele-Consultation include but are not limited to the following:

The common conditions suitable for SATA CommHealth Tele-Consultation include but are not limited to the following:

Acute Conditions Chronic Conditions
Allergies Hypertension
Arthritic Pain Diabetes
Bronchitis Hyperlipidaemia
Diarrhoea Gout
Insect bites Asthma
Upper Respiratory Tract Infection (URTI) Bone Diseases (Osteoarthritis, Osteporosis)
Conjunctivitis
Rashes / Skin Infections
Sprains & strains
Bladder infections
Urinary Tract Infections (UTIs)
Sports Injuries
Vomiting

For conditions that are not found on the list above, the doctor will make a clinical judgement based on his/her best assessment.

16. What kind of conditions are unsuitable for a video consultation?

SATA CommHealth Tele-Consultation is intended to handle non-emergent medical conditions. If you are experiencing a medical emergency, please dial 995 for an ambulance or head to the nearest Accident & Emergency department immediately.

In general, if you are experiencing any of the following symptoms, you may be directed to receive medical attention at the nearest Accident & Emergency department:

  • Chest pain
  • Persistent bleeding or deep wounds etc
  • Severe difficulty of breathing
  • Convulsions or seizures
  • Severe abdominal pain
  • Sudden numbness, weakness or slurred speech
  • Suspected fracture or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation, limb weakness etc.

In addition, you may be directed to see a doctor in person if you require the following health services or medications:

  • Blood test
  • Health Screening
  • Radiology Services
  • Smear test and other procedures
  • Vaccinations
  • Controlled or restricted medications

For conditions that are not found on the list above, the doctor will make a clinical judgement based on his/her best assessment.

17. What are the costs involved?

Video Consultation $12.50
Medications Top-Up Request $6
Delivery Fee $7

*All prices are inclusive of GST

At the end of your video consultation, you will be issued an itemised bill showing the total charges incurred, which would include the following:

• Consultation fees
• Cost of medication (if applicable)
• Medication Delivery Charges (if applicable)
• GST

18. How and when do I make payments?

We accept payment via Credit Cards and PayPal. You will be charged after the tele-consult.

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