Frequently Asked
Questions

Got any questions? We have answers!

Teleconsultation

Who can use teleconsultation?
Teleconsultation is suitable for anyone above 2 years old and seeking treatment for non-emergency illnesses.

For patients below 16 years old, please ensure you have a guardian (who must be at least 21 years old) present with you during the teleconsultation. The guardian has to show his/her valid ID (eg. NRIC, passport, etc) to the doctor at the start of the teleconsultation.
What are the charges for a teleconsultation?
Doctor World charges $22 nett for a 15-minute teleconsultation (not inclusive of medication delivery). The doctor may request for an additional payment  if the consultation exceeds 15 minutes. Medication and delivery charges apply.
Is teleconsultation suitable for all kinds of medical conditions?
Teleconsultation allows you to seek medical advice, diagnosis and referrals for non-urgent cases.

Emergency health issues are NOT suitable for teleconsultation. Please seek immediate medical assistance at the nearest Accident & Emergency (A&E) or call 995 for an ambulance.

The following conditions are also NOT suitable for teleconsultation:
• Visual disturbances – double vision or blurred vision or loss of vision
• Dizziness and imbalance
• Chest pain
• Breathing difficulties and asthma
• Abdominal pain with fever
• Diarrhoea with black stools
• Fever for more than 3 days
• Weakness or numbness of limbs
• Urinary or bowel incontinence
• Pregnancy complications
• Any injuries
• Bleeding from any wounds/injuries
• 1st consultation for chronic illnesses
• Mental health issues (call the SOS hotline: 1800-221 4444)

Note: This list is non-exhaustive and may change from time to time.
What do I need to prepare prior to teleconsultation?
Your identification card / documentations will be required for the doctor’s verification during the teleconsultation. No prescription, referral or medical certificate can be issued to anyone who is not using his real identity or assuming a false identity.

Optional: Available medical equipment to enhance the effectiveness of the teleconsultation are welcomed, such as:
• A thermometer to measure temperature
• A glucometer to check blood glucose level
• A sphygmomanometer (also known as a blood pressure machine) to check blood pressure and heart rate
• A torch to illuminate whenever necessary
What happens if the doctor determines that my condition is not suitable for teleconsultation?
The doctor will advise you to seek other appropriate treatments or follow-up actions before ending the call. If substantial medical advice was given, the doctor may charge a consultation fee at his/her discretion. The doctor may also choose not to accept your call, if the purpose / symptoms stated in the call is deemed as unsuitable for teleconsultation. In such situations, the clinic staff will call you to advise you to seek other alternatives.
Who are the doctors on Care?
We are in a strategic partnership with Raffles Medical Group and stringent checks are done to ensure that all doctors onboard Raffles Connect are Singapore-registered and licensed with the Singapore Medical Council (SMC). They hold doctoral degrees in medicine and have undergone post-doctoral training as required to be registered as a doctor in Singapore. They also undergo a screening process and telemedicine training by our clinical panel comprising medical doctors and professionals.We are in strategic partnership with Raffles Medical Group.
What if there are no doctors available for a teleconsultation right away?
The estimated waiting time to see a doctor via teleconsultation is 15min. You might be expected to wait longer than 15 mins if there is a surge in teleconsultations requests. If no doctors are available to conduct a teleconsultation right away, a doctor will fix a teleconsultation appointment with you and call you back at the designated time. 
What if I get disconnected during the teleconsultation?
The doctor will initiate a call-back and you will be prompted via a push notification on your phone. Upon receiving the push notification, you can rejoin the call once you accept it. If you still fail to reconnect to the session, please contact our Customer Service Team at support@carehealth.io for assistance.
How do I obtain my medication after the teleconsultation?
The medication will be delivered to your address within 4 hours of the teleconsultation. We seek your patience and understanding if the delivery is delayed due to unforeseen circumstances, such as delays arising from  traffic conditions and/or other factors. Please note that the delivery will be fulfilled by a third-party courier service and you will have to verify your identity by presenting your identification card in order to receive the medication from the courier. Please acknowledge receipt of medication in the Raffles Connect app upon delivery.
How do I obtain a Medical Certificate (MC) after the teleconsultation?
An electronic copy of the MC will be emailed to the patient and can be viewed on the Raffles Connect App as well. Issuance of MCs is subject to the doctor’s discretion which is based on proper medical grounds arrived at through clinical assessment. 
Can teleconsultation be claimed under my insurance plan?
Most major insurance companies provide plans that cover teleconsultations. Nonetheless, please check with your insurance provider if your plan covers it.
What are the modes of payment?
Raffles Connect platform is cashless. We accept online payments via debit and credit cards including Visa and Mastercard.
How much is the delivery charge?
The delivery charge is at $10 nett regardless of location.
Can I collect my medication at a Raffles Medical Group clinic nearest to me?
We are unable to allow self-collection of medication as all medications are dispensed from a central dispensary.
Why is there a delivery charge now?
Delivery charges has been increasing throughout the years and we had been absorbing them. It was a difficult decision for us to pass on part of the delivery fee to our patients. This move also allows us to enhance the quality of our teleconsultation delivery service.
Is there a redelivery charge if I miss my delivery?
If you have missed your delivery, your first redelivery will be free-of-charge.
What should I do if I am unsatisfied with my teleconsultation experience?
Please contact our Customer Service Team at support@carehealth.io for assistance. For enquiries regarding medicine and clinic services, you may wish to contact the clinic directly. The phone number of the clinic can be found in your clinic visit/consultation report.

eQueue

Is this eQueue service available in all GP clinics in Singapore?
The eQueue service is only available at our partner clinics. Some of our key healthcare partners include Raffles Medical Group. The full list of participating GP clinics can be viewed in the app under the eQueue feature.
What should I do upon arriving at the clinic?
Upon arrival at our partner clinic, please scan the QR code (generated when you request for an eQueue number) on your app at the clinic counter for registration. Alternatively, you can show the QR code to the staff at the clinic counter for registration.
How accurate is the waiting time?
The waiting time is a real-time estimation which can fluctuate based on the physical queue in the clinic. Some waiting is expected in the clinic upon registration. Please note that this is not an appointment booking system where you will be seen by the doctor upon arrival at the clinic. All eQueue patients will also have to join the triage queue prior to entering the clinic for registration.
What should I do if I have missed my queue number?
You can approach the clinic counter to inform the staff about your missed queue so that they can assist with your registration.
What should I do if I am unsatisfied with my eQueue experience?
Please contact our Customer Service Team at support@carehealth.io and we will assist you. For enquiries regarding medicine and clinic services, you may wish to contact the clinic directly. The contact information of the clinic can be found in the app.

Account/Registration

What is Raffles Connect?
Raffles Connect is an integrated healthcare digital platform providing medical convenience at your fingertips. You can use the app (available on Apple App Store and Google Play Store) to:
• Video-consult a doctor (available 24/7 daily)
• Schedule medical appointments
• Manage health records
• Browse health insurance offerings
• Purchase healthcare products and services
How do I download Raffles Connect on my mobile device(s)?
You can download the Raffles Connect app from the Apple App Store or Google Play Store for free. For Android enabled devices, you will need to have at least Android 4.1.2 or newer to install our app. For iOS enabled devices, you will need to have at least iOS 9 installed on your devices.
How are my personal information and medical records stored?
Our patients’ personal information and medical records are compliant with the Personal Data Protection Act (PDPA). The records can only be accessed by healthcare providers directly involved in the patient’s care, and to support internal processes. Doctor World employs end-to-end encryption to keep all information secure. All personal information and medical records are stored within encrypted databases on the Amazon Web Services platform.
How are Raffles Connect, Care and Doctor World related?
Doctor World Pte. Ltd. is our legal entity name. Raffles Connect and Care are brands under Doctor World.

COVID-19 Tests

What are the COVID-19 tests available and how much do they cost?
The types of tests / bundle test can be viewed in the Raffles Connect app and the cost of the various COVID-19 tests are reflected in the Raffles Connect app.
How can I book a COVID-19 test?
You can book a COVID-19 test via the Raffles Connect app which is free for download for via iOS and Google Play stores.
Who is eligible to take the COVID-19 tests?
From 1 December 2020, there is no eligibility criteria for taking a self-paid COVID-19 test.
How do I pay for the COVID-19 test?
You can make payment via credit or debit card on the Raffles Connect app.
What documents do I need to bring on the day of my COVID-19 test?
Please bring along your identity card or passport. Upon arrival at the clinic, you are will need to flash the QR which is generated on your Raffles Connect app after your purchase.
What are the available clinic locations for taking the COVID-19 tests?
All the available clinic locations will be reflected on the Raffles Connect app.
When will I receive my COVID-19 test result?
COVID-19 tests results for COVID-19 PCR and COVID-19 Serology (IgM) will be available within 24 – 36 hours of the administration of the respective test. This turnaround time includes public holidays and weekends.

For COVID-19 ART tests, the results will be out 15 min after the test has been administered. The results will then be sent to you via email and/or SMS.
What are the kinds of COVID-19 tests available?
All the available tests are reflected in the Raffles Connect app.
What is the difference between the COVID-19 PCR test and the COVID-19 Serology (IgM) test?
The COVID-19 PCR swab tests directly detect the presence of the COVID-19 antigen in an individual and detects active COVID-19 infections. This is the globally accepted test standard for COVID-19.

The COVID-19 Serology (IgM) test detects the presence of antibodies to COVID-19 which is a marker of past infection. Individuals who have been infected with COVID-19 more than 10 to 14 days ago will have a positive serology test.
Can I get a refund for my COVID-19 test/s if there are regulatory changes?
All COVID-19 tests purchased via the Raffles Connect app can be cancelled in-app. Please go to "View My Tests" to do so. Cancellation must be made at least 48 hours before your test appointment or you will be charged the full amount. For eligible cancellations, a cancellation fee of SGD 2 applies and it will be deducted from your refund. It can take up to 21 business days for the amount to be returned to the credit/debit card used to purchase the test.
I am unable to make it for my scheduled appointment. How can I reschedule the appointment?
For rescheduling of appointments, please go to the “Activity” tab to locate your appointment. You can click on the “Reschedule” button to reschedule to another available timing.
How do I cancel my COVID-19 test/s?
For cancellation of appointments, please go to the “Activity” tab to locate your appointment. You can click on the “Cancel Appointment” button to cancel the appointment.Cancellation must be made at least 48 hours before your test appointment or you will be charged the full amount. For eligible cancellations, a cancellation fee of SGD 2 applies and it will be deducted from your refund. It can take up to 21 business days for the amount to be returned to the credit/debit card used to purchase the test.
I am intending to travel. When must I complete my COVID-19 tests?
Travellers must complete the pre-requisite COVID-19 tests within a specific testing window before the departure flight.

Note: For leisure or business travellers, please note that travellers are responsible for checking your appointment and testing window is in line with your destination country’s guidelines and requirements.

RMG is not liable for any additional costs incurred should there be any rejection of test results that fall outside the testing window by airlines, embassies and relevant authorities
How do I know if my test memos will be accepted by my destination country?
All test memos provided are in accordance with existing guidelines from the Ministry of Health. Individuals may request for a sample of the test memo and check with the respective destination country’s embassy.
How do I view my test results?
You can go to “Activity” tab to locate your appointment  and view the results from there.
Can I book a COVID-19 test for my spouse / children / parents?
Yes you can. Please go to “My Profile” and select “Family Members” to add your family member. Their names will be available for selection when you try to purchase a test.
I have booked the wrong test and paid for it. How do I update it to the correct test?
Please contact us at support@carehealth.io and we will assist you with it.
How do I view my upcoming appointments?
You can go to “Activity” tab to locate your appointment .You will be able to view your upcoming appointments there.
Will I get a receipt?
Yes, the receipt is under “Activity tab”. Please note that the receipt will be in the name of the person who has bought the test, ie. Mrs Tan bought the test for her children using her Raffles Connect Account, so the receipt will be in Mrs Tan’s name. However, the names of her children will be reflected in the receipt items.
Who can I contact if I am having technical issues?
Please contact us at support@carehealth.io for assistance.

Vaccinations

What are the vaccines available for the purchase on the app?
The types of vaccines available will be listed on the app. Please click on “Book a Vaccine” on our homepage to view all available vaccines.
What are the available locations for the vaccines?
All the available clinic locations will be reflected on the Raffles Connect app.
The locations listed are too far or not convenient for me. Can I choose any other RMG clinics that are nearer to me?
All the available clinic locations will be reflected on the Raffles Connect app. Please note that vaccines may not be available at all clinics.
How do I book an appointment for the vaccine?
Please click on “Book a Vaccine” on our homepage, and it will guide you on the booking for the vaccine.
Can I book for my family member?
Yes you can. Please go to “My Profile” and select “Family Members” to add your family member. Their names will be available for selection when you try to purchase a vaccine.
What is the Raffles Health Reference Number?
The Raffles Health Reference number is the redemption code that can be found on the redemption letter after you have purchased the Sinopharm vaccine on Raffles Health Store. You will not be able to book an appointment if you do not have the Raffles Health Reference Number. This is to ensure that we have adequate supply for those who have paid prior. This is not required for those who are booking for non-COVID vaccines. If you are purchasing a non-COVID vaccines, you can book and pay online.
Who can I contact if I am having technical issues?
Please contact us at support@carehealth.io and we will assist you with it.
I am unable to make it for my scheduled appointment. How can I reschedule the appointment?
You can reschedule via “Activity” tab on the Raffles Connect app.
How do I know if the vaccine is suitable for me?
In case of any clarifications, seek advice from your medical doctor to assess your suitability. You may visit one of our clinics to do so or send in an enquiry.
How do I view my upcoming appointments?
You can view it from the “Activity” tab at the bottom of the page.
If I change my mind regarding the vaccine, can I get a refund?
Yes, you can do so via the Raffles Connect app. Cancellation must be made at least 48 hours before your scheduled appointment or you will be charged the full amount.

For eligible cancellations, a cancellation fee of SGD 2 applies and it will be deducted from your refund.

It can take up to 21 business days for the amount to be returned to the credit/debit card used to purchase the vaccine.