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Online Service Terms and Conditions

Note: Terms and conditions are subject to change. An updated version will always be made available online.

A. Introduction

Telemedicine involves the use of electronic communications to enable health care providers at different locations to share individual patient medical information for the purpose of improving patient care. Providers may include primary care practitioners, specialists, and/or subspecialists.

The information may be used for diagnosis, therapy, follow-up and/or education, and may include any of the following:
· Patient medical records
· Medical images
· Live two-way audio and video
· Output data from medical devices and sound and video files

Electronic systems used will incorporate network and software security protocols to protect the confidentiality of patient identification and imaging data and will include measures to safeguard the data and to ensure its integrity against intentional or unintentional corruption.

B. Possible Risks

As with any medical procedure, there are potential risks associated with the use of telemedicine.

These risks include, but may not be limited to:
· In rare cases, information transmitted may not be sufficient (e.g. poor resolution of images) to allow for appropriate medical decision making by the physician and consultant(s);
· Delays in medical evaluation and treatment could occur due to deficiencies or failures of the equipment;
· In very rare instances, security protocols could fail, causing a breach of privacy of personal medical information;
· In rare cases, a lack of access to complete medical records may result in adverse drug interactions or allergic reactions or other judgment errors;

The doctor reserves the right to discontinue Telemedicine at his own discretion if he feels that safe medical advice cannot be delivered in such instances.

C. Communication

Proper video consultation is required to ensure the right professional advice is given to a specific individual, identified with NRIC or other credentials. However, voice-only consult (telephone or otherwise) may be allowed if an Allied Health Professional such as a pharmacist or nurse is available on the other end to ensure correct patient identity. These exceptions are made on a case-to-case basis.

iDOC Clinic will not send advertisements to your email or through other forms of contact. However, your contact details may be used for follow up of your medical condition.

Follow up methods include SMS, Whatsapp, email or traditional mail.

D. General House Rules

Waiting time

  1. Doctor waiting times are shown live on the website. This is only estimated and a long consult/procedures can affect waiting time.
  2. To avoid disappointment, it is advised that you make an appointment.
  3. If the doctor deems you to be too unwell, then he/she may request for you to present to one of our clinics for a proper examination. MC will not be provided in such cases. The doctor may decide not to charge for this service.

Prescription Dispensing/Collection of Medications

    1. Prescriptions will be sent via email after payment has been made. The doctor will send you a prescription without a signature that can only be validated at selected collection points.
    2. You have to option to have just the barcode be sent to you. This is to prevent data breach.
    3. Prescriptions will be validated on our own internal system as a measure against forgery. If your prescription fails validation, then you will not be dispensed prescription medications.
    4. Unity Brands and iDOC Clinic Brands may differ but the drug dispensed, dosage and instructions will be the same.
    5. No benzodiazepines or codeine-containing substances will be prescribed. Benzodiazepine-like sleeping medications that may be potentially addictive are also not prescribed over the telemedicine service.A valid photo-ID with your NRIC/FIN number should be presented to staff upon collection. A passport will be required for foreigners who do not carry a work permit.

Medical Certificates (MCs)

  1. A maximum of 1 day of MC will be given to patients. Extension of MC is not allowed through the telemedicine system except for a very small number of selected cases. If you are unwell for more than a day, then a visit to a physical doctor is warranted.
  2. iDOC Clinic Telemedicine MCs are electronically signed. Should a physical stamp be required then physical presentation to one of the iDOC clinics is required. If you are an EasyCare Member, you may request this through your Care Coordinator.
  3. Employers/HRs are welcome to validate MCs with us. This service is available at https://easycare.com.sg/validation-emc/.

E. Accessing Medical Records

Doctors working under iDOC Clinic will be able to access your National Electronic Health Record (NEHR) to find our more about your previous medical history and what medications you are currently on. The details from your NEHR include contact details, discharge summaries, previous admissions/clinic visits, previous and current active prescriptions as well as prior surgeries and procedures.

By signing up with our service, you allow iDOC Clinic and EasyCare International to access to your NEHR.

F. Data Collection

iDOC Clinic and its sister company EasyCare International will be studying patient’s data at random. However, the data will be anonymized. This is for safety checks and balances.

Should iDOC Clinic join the MOH Approved Regulatory Sandbox, anonymized data may be sent to MOH for further analysis.

We do not keep a record of the video consultation. Only a record of the clinic notes is kept as deemed necessary by the doctor.

G. Payment of consultation

  1. Payment to iDOC clinic should be made through PayPal or PayNow. Alternatively, payment can be made at iDOC Clinic itself.
  2. PayLah Payments may occasionally have a validation delay of up to 2 hours. We would recommend PayPal as the preferred form of payment.
  3. MCs and Prescription will not be issued before payment is made.
  4. If you have missed the online prompt or have not made payment within 15 minutes, a payment link will be sent to your email.
  5. Please do not pay twice. It may take up to 30 days before we are able to refund any over-payment.

H. Collection of Medications at iDOC Clinic and Unity Pharmacy

  1. For medications, payment will be made at the time of collection. Do note that you are unable to use NTUC Link Points or discount vouchers when using a prescription from the Telemedicine System.
  2. Please collect your medications at iDOC Clinic/Unity Pharmacy as the prescriptions will be validated there. 
  3. An original copy will be printed at Unity Pharmacy/iDOC Clinic.
  4. If you are prescribed only a part of the prescription, please collect the prescription from unity/iDOC Clinic with a stamp.

I. Opting for delivery

If opting for delivery, do note that an additional $3 delivery fee will be charged. Drug prices will use that of prevailing iDOC Clinic prices.

  1. You will be prompted to key in a delivery address upon selecting the right option. Delivery will be made on the same day if the consultation is completed before 5 pm.
  2. Certain conditions (weather, road conditions and blockages) may prevent medications from reaching on time.
  3. The courier may contact you by phone to facilitate delivery.
  4. You will be required to show a valid PhotoID when receiving the right medications.
  5. In case where drug stock is unavailable and we are unable to make delivery on time, our doctor may choose to waive the charges. If delivery of physical MC and medications is unable to proceed, an electronic prescription and/or MC will be provided.
  6. Medications will only be shipped after payment is made. Please let us know if you need electronic copies of the MC on top of the physical one.

J. Security and Encryption

  1. All data passed through video communication is encrypted. We are not responsible for any data breaches that occur on your end, eg. existing virus on your own device or conducting telemedicine in a non-private location.
  2. All we will offer all documents to be sent with encryption unless you have given us permission to send unencrypted details through email. A password to decrypt these documents will be sent to you by SMS.
  3. Our doctor will ask you if MC is to be sent with or without encryption at the end of the consultation. If your email already comes with TLS encryption, our doctor may send the file directly without the need to unlock using a password.
  4. We reserve the right not to email certain unencrypted documents where there is suspicion of potential data breaches.

K. EasyCare Membership

1. EasyCare International may provide membership to corporate companies and individuals. Rates for members are based on agreements between yourself/your employer and EasyCare. EasyCare does not endorse uptake of services of any specific healthcare institutions but will work with a panel of service providers to accomodate to your needs.

2. All panel clinics under the EasyCare Program would provide fixed consultation rates. The rates are visible after logging in. Other procedural rates/recommended rates are not fixed.

3. All memberships are valid at least 1 year from subscription date but you may choose to subscribe for more than a year at any time. An account will be created within 24 hours of payment. 

4. Your subscription rates are retained based on the year you subscribed. Should the subscription rates change, if you are an existing member, your existing rates would remain the same and you will be able to renew your membership at the same rate.

5. You will be notified 1 month before expiry to renew your membership. Your membership will be disabled upon failure to renew. If you are reactivating a disabled account, your rates follow the existing rate when you reactivated your account.

6. There are exceptions where your subscription rates can be retained. For example if you have subscribed for the service in 2019 but cancelled because your your company has taken over maintenance of your account in 2024 for example. If you no longer have company corporate coverage, your rates are retained to that of the 2019 rates.

L. Abuse

We reserve the right to ban any users who abuse the use of the system or is involved with acts that may compromise the integrity of the system. Examples include:

  • forgery of documents such as prescription and MCs
  • hacking into other accounts
  • using partner portals without proper credentials/membership

If there is a concern of harm to the general public or data breach, relevant authorities will be contacted. If you have an existing EasyCare membership, your account will be terminated and no refund will be made.

M. Online Agreement and Consent

You are required to create an account when you register on the site, which includes your email, password and IC number. To register, you must be of legal age to form a binding contract. If you are not of legal age to form a binding contract, you may not register to use our telemedicine system unless accompanied by an adult.

Age 16-18: presumed to be able to consent for medical treatment unless proven otherwise
Age 18 or above: may consent for necessary medical treatment

You agree that the account information that you provide to us at all times, including during registration and in any information you upload to the site will be true, accurate, current, and complete. You are responsible for maintaining the confidentiality of your account password and for all activities that occur under your account.

You may not use another person’s NRIC/FIN/Passport number to register an account. The same IC number will be printed on MCs and prescriptions.

By registering and agreeing with the online agreement, you authorize IDOC CLINIC PTE LTD, UEN: 201712545W, to use telemedicine in the course of your diagnosis and treatment and for iDOC Clinic doctors to access to your National Electronic Health Record (NEHR).

Important Notes:
Suitable conditions to see a Telemedicine Doctor include:

  1. Cough and cold
  2. Uncomplicated diarrhoea/food poisoning
  3. Common Rashes/Eczema
  4. Constipation
  5. Acid reflux and indigestion
  6. Uncomplicated urinary tract infection (Urine dipstick recommended)
  7. Follow up elective consult
  8. Request for repeat prescription:
    • Contraceptives
    • Chronic/Repeat Medications

This list is non-exhaustive.

Telemedicine should not be used for

  • Extending MCs
  • Certifying fitness (physical examination is required)
  • Work Injury Compensation
  • Eye pain and foreign bodies in the eye
  • Ingestion of foreign bodies or foreign body in nose
  • Emergencies
    1. Sudden vision loss
    2. Severe/Persistent abdominal pain
    3. Profuse bleeding
    4. Acute stroke
    5. Sudden chest pain or shortness of breath
  • Repeated acute visits

Last updated 21 Aug 2019 by Dr Poh Pei Ghim