What is telehealth or virtual consultation service?
Telehealth is an online platform that allows patients to connect with doctors directly via video consultation from the comfort of their homes. This enables healthcare providers and patients to overcome geographical barriers, connecting users who are not in the same physical location, thus improving patient health outcomes.
What are the types of healthcare services I can get virtually?
The virtual health consultation by Thomson Hospital and TMC Fertility centre is designed to support patients to get follow-on consults as well as medical second opinion from our specialists without the need to make a physical trip to our clinics or hospital. Patients may also get their prescriptions refilled and medications delivered straight to their homes (applicable to Malaysian addresses only). However, if physical examinations and diagnostic tests are required, a patient may still be asked to come in for a physical appointment.
What is the rate/cost per virtual consultation?
Consultation rates vary across doctors and specialties. It ranges between RM50 – RM150 per consultation.
How long will each consultation take? (duration)
On average, each consultation will take about 15 minutes and not longer than 20 minutes. However, the length of the consultation also depends on individual doctors and patients. In certain cases, a longer consultation may indicate a more complicated issue that may require a physical appointment or diagnostic tests.
How is my privacy and safety protected during the virtual consultation?
Your privacy and safety will always be our main priority. Similar to traditional physical consultation, there will be no recording of the session. Our medical practitioners are bound to the highest code of ethics and conduct to ensure your privacy and safety are protected. DoctorOnCall platform is encrypted and uses HIPAA-compliant video technology.
How far in advance do I have to make an appointment to speak to a doctor?
We allow booking up to 1-day in advance (i.e. patient can make booking up to 12 midnight (Malaysia time) to secure next day appointment slots (subject to availability). You are advised to plan your appointment in advance to get your preferred slot.
How do I make the payment and what are the payment methods available?
After selecting your doctor and the appointment slot, you will be directed to the payment page where you can use various methods of payment including credit and debit card, online banking and e-wallets (e.g. Grab, TnG, Boost etc.)
Can I CANCEL my appointment?
Yes, you may cancel the appointment up to 24 hours before the appointment time by contacting us at
[email protected] or +60384082006. Our customer care will be happy to assist you for the cancellation.
Can I RESCHEDULE my appointment?
We encourage patients to honour booked appointments, but we also understand that life happens! If you need to reschedule your appointment, please contact the doctor’s clinic directly or the DoctorOnCall team at +60384082006.
Can I claim the payment made from my insurance provider?
Claim policy is subject to the coverage of each insurance provider. Please contact your provider on the telehealth service coverage.
Will the doctor be on time based on the booked slot?
All the booking slots made available to patients are based on a doctor’s latest schedule. The doctor will be attending to you at the exact time booked. Please be punctual. However, if there are any unforeseen circumstances (e.g. emergencies, overrun surgery) that require the doctor to change or defer the appointment time, our friendly Customer Care Representative will contact you in a timely manner to inform or make a new arrangement.
Can I request for a refund for the medications after the payment has been made?
Refund is allowed only if the medications HAVE NOT BEEN collected by our delivery partner from the pharmacy. However, if there is a mistake or damage in medication, please inform our pharmacists or DoctorOnCall patient care consultant for necessary arrangement at +603 84082006.
How soon will I get my medications delivered to my home?
Within Klang Valley and Penang, same day EXPRESS delivery is available. For other areas nationwide, the standard delivery time is 1-2 days. For same day medication delivery, the medications must be prescribed and paid before 6pm. After 6pm, the medication will be delivered the next day.
