When To Use
You want to talk to an online doctor
Your system supports requirements (see below)
You want to consult ‘a specific
doctor’ who is not online now
You are OK waiting for up to 24
hours for a response
You can provide sufficient data (history, photos etc.) for
How to Select
Click on ‘Video’ button on ‘Select Doctor’ page
Click on ‘Text’ button on ‘Select Doctor’ page
Follow Up Pricing
Varies with doctor and specialty
Ensure your medical data is in place (lab reports, body
temperature etc.) before sending consultation request to the
Ensure comprehensive data for better opinion (e.g. history, lab
reports, images etc.)
consultation data private and secure?
conversations with your physician are secure and private and can be
accessed only by you. Also, physicians can access only care plans/
notes provided by them, unless you actively share other
consultation information/ reports with them.
consult a doctor on behalf of another person?
Can I get
my doctor online?
the doctor I would like to consult is not online when I need medical
You have a
couple of options. You can consider a text based consultation (if
the doctor provides that option) and that works for you OR
‘Track Availability’ which will intimate you by SMS when your
preferred physician is online and try connecting with them then
happens if the doctor I chose is online, but has not responded to my
consultation request (either busy or not responded in time)?
situations when online care should not be used?
the duration of the consultation?
consultation is of 15 minute duration. However, the doctor will
spend as much time required to get to the root of the problem. In
certain cases such as mental health/ sexual health counselling, the
discussions will be of a prefixed duration (e.g. 30 min, 60 min,
see doctor page for more details)
consult a doctor, how will this impact my relationship with him/ her
use online consults for convenience. These consultations are not
meant to replace, but complement relationships with your existing
physician when you are hard pressed for time or limited by the
ability to access your regular doctor for simple issues.
also recommend your doctor to our platform by providing contact
details, thereby ensuring continuity of care
delete personal health data?
Reports and Follow-On Diagnostics
the level of depth of information required to be uploaded?
lab reports, photographs of affected areas, and also provide
symptom history (for text consultations) – e.g. type of symptom,
duration, intensity, changes in last few days etc. for a better
How can I
upload my case details on the site for the doctor to view?
You will be
directed to the file upload page only post acceptance by the
Our easy to
use system allows you to upload multiple lab reports/ past
consultations using your mobile camera. You can also upload
existing e-files (such as pdfs, gifs, jpegs etc.) through our file
should I do if the online doctor recommended a few lab tests/
infrastructure do I need to use the audio/ video consultation
You will need a laptop/ pad/ smartphone to use this service
In addition you would need a webcam/ camera for video consultations
(with inbuilt speaker and microphones on your device)
For text consultations any internet connection is sufficient, for
audio/ video consultation, you would require a steady broadband
connection with minimum 1MBPS
Our system now currently works Google Chrome, Firefox, and Opera.
We expect to be IE 11/ Safari compatible in the near future
Why am I not able to hear the doctor?
This may be
due to one of many reasons e.g. your speakers are on mute, your
audio device settings may be incorrect, your output may be routed
to a different device such as a headphone. If it is not one of
these, then please ask the doctor to check his settings
should I do when my internet connection is disrupted?
you are still on the consultation page when the connection is lost,
wait for the connection to come back and click on the ‘Start’
button to re-start the consultation or refresh the page
you have moved out from the consultation page, wait for the
connection to return, go back to you profile page and click on the
‘ongoing consultation’ to reconnect with the doctor. If the
doctor is no longer available, then connect with customer support
you still unsuccessful, please call our customer care and we will
explore options of rescheduling the session, subject to
availability of doctor.
when do I pay my consultation fees?
You will be
directed to the online payment gateway only when the doctor has
confirmed that he/ she is available for consultation. Once you
complete your payment online, you would be directed to the virtual
consultation room/ e-mail page.
will be given ‘5 minutes’ to complete payment, post acceptance
is the pricing for follow ups and how do I ensure I am
pricing for follow ups is variable and depends on the doctor.
Please see the doctor page for more details
login, our system will automatically detect if the consultation is
a follow up and provide pricing details accordingly
I cancel my consultation?
When am I
eligible for a refund?
will be eligible for a refund in the following cases
doctor does not show up within 15 minutes post payment
consultation is not completed due to technical issues
technical issues on the platform side which lead to disruption of
refund will be made in the form of an e-coupon which can be
redeemed against a re-scheduled consultation with the chosen doctor
or any other physician on the platform
the re-scheduling and service does not meet your needs/
requirements, you will be eligible for cash refund
free to connect with our customer service to follow up on e-coupons