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. Please note that your user account cannot be used by another person.

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 $18nett for a 15-minute teleconsultation (inclusive of medication delivery). Beyond 15 minutes, the doctor may request for an additional payment for another 15-minute extension. Medication charges apply.
What conditions are suitable for teleconsultation?
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. This teleconsultation service is also not for mental health conditions. For mental health conditions, you can call 1800-221 4444 (SOS hotline). 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 on chronic illnesses
What do I need in order to use teleconsultation?
Your identification card 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.
• 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.
Who are the doctors on Care?
All doctors onboard Care 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. 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 for which you will be prompted via a push notification. 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 and we will assist you in any way we can.
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 should there be unforeseen delays arising from traffic conditions and/or other factors.

Please note that the delivery will be fulfilled by a third-party courier service. 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 Doctor World 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. Issuance of MCs is subject to the doctor’s discretion which is based on proper medical grounds arrived at through clinical assessment. As electronic MCs are a relatively recent development, acceptance of such MCs is subject to the human resource policies of individual companies.
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?
Doctor World platform is cashless. We accept online payments via debit and credit cards including Visa, AMEX and Mastercard.
What should I do if I am unsatisfied with my teleconsultation experience?
Please contact our Customer Service Team at support@carehealth.io and we will assist you in any way we can. 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. Doctor World will continue to work with healthcare providers to offer this service to as many GP clinics in Singapore as possible.
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 can be expected in the clinic upon registration. However, rest assured, as you are on a priority queue to see the doctor.
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 who will then register you to see a doctor.
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 in any way we can. 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 Care?
Care 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 servicesIt is a secure platform for doctors to dispense medical care with ease and for patients to receive treatment with confidence and in privacy.
It is a secure platform for doctors to dispense medical care with ease and for patients to receive treatment with confidence and in privacy.
How do I download Raffles Connect on my mobile device(s)?
Raffles Connect app can be used on Android and iOS enabled mobile devices. You can visit the Apple App Store or Google Play Store to download the app 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?
We respect and uphold confidentiality. 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.

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. You are also required to produce 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.
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 tests 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 10 applies and it will be deducted from your refund.
It can take up to 14 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?
Details of how to reschedule your appointment is available via the confirmation email that is sent to your registered email address.
How do I cancel my COVID-19 test?
You can go to “Book a Test” > click on “View My Tests” >“Cancel Order” and fill up the required fields.

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 10 applies and it will be deducted from your refund.
It can take up to 14 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.

Kindly 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 “Book a Test” > click on “View My Tests”. You will be able to view the results there.
Can I book a COVID-19 test for my spouse / children / parents?
Yes you can. After you have selected your appointment date and time, you will be brought to the page on “Personal Information”. Please select “No” when answering the first question “Are you booking the appointment for yourself?” Proceed to fill in the required fields.
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 “Book a Test” > click on “View My Tests”. You will be able to view your upcoming appointments there.
Will I get a receipt?
Yes, the receipt is under “View My Tests”. 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 and we will assist you with it.

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 “Purchase Covid-19 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 “Purchase Covid-19 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 add your family member in your profile page first before purchasing the vaccine. You will be prompted to select the family member you are purchasing for.
How many doses do I need?
You are recommended to to take 2 doses.
What is the Raffles Health Reference Number?
It is the redemption code that can be found on the redemption letter when you purchased the vaccine on Raffles Healthstore. 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.
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 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 10 applies and it will be deducted from your refund.

It can take up to 14 business days for the amount to be returned to the credit/debit card used to purchase the vaccine.