Question 1

When can I use Doctor Anywhere?

Accepted Answer

Our video consultation is 24 hour and delivery services are from 09:00 - 17:00 Mon-Fri excluding  Sat-Sun and public holidays on an on-demand basis, which means you can request for a video consultation anytime you need it.
 
However, if no provider is able to see you within five minutes, you still have the option of scheduling an appointment for a later time.

Question 2

How does a General Practitioner video consultation work on Doctor Anywhere?

Accepted Answer

You can video-consult a doctor on our platform for diagnosis and treatment of common illnesses such as cough, cold, flu, diarrhoea etc, if deemed suitable by the doctor. Before each consultation, you will fill in a pre-consultation survey which includes questions about your symptoms and medical history. Our platform does not cater to serious conditions (e.g. breathlessness, severe or persistent pains, cardiac arrest); cases that require urgent medical attention will be directed to the nearest hospital's Accident & Emergency Department.
 
Our doctors are trained to identify urgent cases which are not suitable for video-consultation. They will review the patient within two minutes of each consultation to ensure that they are suitable for a video-consultation. If deemed unsuitable, the doctor will recommend for you to go for a physical consultation either at his/her clinic and or hospital, and you will not be charged for that video-consultation. 
 
Each video-consultation costs 500 THB, not including medication purchase. A consultation can be extended should you require a longer time with the doctor. All documents that have been issued by the doctor, such as medical certificates, referral letters, prescription orders, as well as receipts, will be pushed into your app after the consultation. You can access them under the "History" tab in your app.

Question 3

How can the doctor diagnose me through a video call?

Accepted Answer

An experienced and qualified doctor is able to diagnose common non-urgent illnesses through a video-consultation. They typically do so by assessing your history, current symptoms, and by talking with you. However, for checks that do require physical assessment, the doctor may ask patients to perform those measurements with the doctor's guidance. For example, to check for sinus tenderness, the doctor may ask the patient to press on specific areas of their face or neck for swelling. If a patient suspects a fever, he/she is advised to have a thermometer with him/her during the consultation. If the doctor feels that your condition requires further investigation, he/she will advise you to go for a physical consultation. In such cases, the doctor will end the consultation and you will not be charged.

Question 4

What happens if the doctor determines that my condition is unsuitable?

Accepted Answer

If the doctor determines that your condition is unsuitable, he will inform you accordingly and advise you to seek the appropriate follow-up actions. These actions may include:
 
• Going to a general practitioner for a physical consultation
• Going to the Accident & Emergency department of your nearest hospital
• Seeing a specialist with a referral letter prepared by the doctor
 
If the doctor ends the consultation within the first two minutes of the video call, you will not be charged for the consultation.

Question 5

What kind of conditions are suitable for General Practitioner video consultations on Doctor Anywhere?

Accepted Answer

Many common illnesses and chronic conditions can be effectively treated through a video consultation. Below are some typical conditions that can be treated on Doctor Anywhere:
 
Common Illnesses:
Fever
Cough, sore throat or laryngitis
Diarrhoea / Vomiting
Flu / Cold
Sinusitis
Rash and skin conditions
Cold sores
Headache
Giddiness / Dizziness
Red eye
Chronic Conditions:
Diabetes
Hypertension
Hyperlipidemia
Other secondary diseases which may arise from the chronic disease conditions mentioned the above (e.g. Ischemic Disease, Peripheral Artery Disease etc.)
 
For conditions that are not listed above, the doctor will assess your history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation.

Question 6

What kind of conditions are NOT suitable for General Practitioner video consultations on Doctor Anywhere?

Accepted Answer

In general, the below symptoms are not considered appropriate for online consultations and may require medical attention at the nearest Accident & Emergency department:
Breathlessness
Acute or severe chest pain
Actively bleeding or deep wounds or lacerations
Psychosis or delusions
Suicidal thoughts
Persistent vomiting
Severe abdominal pain
Inability to control bowel movements or urination
Severe headache or giddiness
Sudden onset numbness, weakness or slurred speech
Fainting spells, presyncope, or syncope
Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness
Sudden loss of vision

Question 7

Who are the healthcare providers on Doctor Anywhere?

Accepted Answer

All medical doctors practise in Thailand and are licensed by the Medical Council of Thailand. They constantly undergo a stringent screening and vetting process by Doctor Anywhere’s qualified panel consisting of medical doctors and professionals.

Question 8

Can I choose a healthcare provider?

Accepted Answer

Yes, simply click on "schedule an appointment with your preferred provider" and type his/her name or clinic name under the search field. You may also choose a provider that you have previously seen on Doctor Anywhere if he/she is saved on your "Favorite Providers" list.
 
You can add a provider onto your favorite list by clicking the ‘heart’ icon next to the appropriate doctor’s profile.

Question 9

What do I need to prepare in advance before the start of the video consultation?

Accepted Answer

Identification document:
You need to verify your name and identification or passport number with the provider at the start of the consultation. No prescription, referral or medical certificate can be issued to anyone who is not using a real identity or assuming a false identity. 
 
(Optional) Medical equipment:
The following equipment may be useful to have with you during the General Practitioner video consultation:
Thermometer to measure temperature
Pentorch or mobile phone with torchlight function to illuminate and provide better visualisation of the body part of interest
Blood pressure machine to check blood pressure and heart rate
Glucometer for diabetics to check capillary blood glucose level or hypocount.
Weighing scale to check weight
Any other equipment that you feel would be helpful for the consultation.

Question 10

Can the doctors on Doctor Anywhere prescribe medication?

Accepted Answer

Our doctors can prescribe a wide range of medications, which can be useful for infections, allergies, skin conditions, travel or sports injuries. We also offer medication delivery from the clinic right to your doorstep, within three hours from purchase and self-pick up medications at nearby clinics or pharmacies.
 
However, please note that our doctors do not prescribe any narcotics. Please don't hesitate to ask the doctor for more information about the types of medication suitable for your condition.

Question 11

What if I need emergency care?

Accepted Answer

Doctor Anywhere's services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 1669 immediately.

Question 12

How do I cancel a scheduled appointment?

Accepted Answer

Once you have booked an appointment, you will not be able to cancel it. However, you may be able to reschedule it to another suitable time. Please contact our customer support team at (+66) 2 114 7788 if you need to reschedule your appointment

Question 13

Can I obtain referral letters from doctors on Doctor Anywhere?

Accepted Answer

Yes, our doctors can issue referral letters (e.g. specialists, laboratory testing) in medically appropriate situations. After the video consultation, all referral letters will be available in-app, if the doctor has issued them.

Question 14

Can doctors on Doctor Anywhere issue medical certificates?

Accepted Answer

Yes, our doctors can issue medical certificates in medically appropriate situations. After the video consultation, an electronic medical certificate will be available in-app, if the doctor has issued one for you.

Question 15

Can the video consultation service be claimed under my insurance plan?

Accepted Answer

Major insurance companies may provide plans that cover medical consultations through video call. Please check with your insurance provider if your plan covers this.

Question 16

What happens if I lose internet connection during my video consultation?

Accepted Answer

If you lose internet connection during your video consultation, please do the following:
 
1. Head to an area with better internet / data connectivity
2. Re-open the Doctor Anywhere App
3. Rejoin the consultation call
 
However, if after re-opening the app, you are no more in the consultation room, do book an appointment with another doctor. The initial consultation will not be charged.

Question 17

How do I pay for the video consultation service?

Accepted Answer

Our platform accepts online payment via all major credit cards, debit cards including VISA and MasterCard, and DA Pay.

Question 18

How do I purchase my medication after the consultation?

Accepted Answer

After the consultation, you will receive a notification when your medications are ready for purchase. Click on this notification to enter the app and review your prescribed medication list. Please make sure that notifications from our App are enabled on your phone to receive this push notification.
 
If you disabled the notifications, please go to your history tab and click on the “Buy Medication” button
 
You have the option to select and de-select the prescribed medications that you would like to purchase before making payment.

Question 19

After purchasing the medication, how long will Doctor Anywhere keep my medication for if I have yet to collect them?"

Accepted Answer

In the event that there is a (1) failed authentication (2) No person(s) collecting despite 10 minutes of waiting, the prescribed medication will be sent back to the clinic of origin. A re-delivery can be arranged at a cost of 250 THB  (excluded delivery fee of 1st round trip to customer's delivery  address).
 
The Clinic of origin will keep your medications for a period of 30 days. If there is no re-delivery or collection of the medication within 30 days of the initial delivery date, the medications will be discarded.
 
Do take note that there will be no refunds for uncollected medications.
 
Please call our Customer Support team at (+66) 2 114 7788 to arrange for medication re-delivery or collection of medication at the clinic of origin.

Question 20

Can my electronic prescriptions be used to purchase medications from the retail pharmacies?

Accepted Answer

Do take note that Doctor Anywhere’s medication electronic prescription is NOT VALID for purchases at retail pharmacies. It is only available for purchase of medications through the Doctor Anywhere platform and Doctor Anywhere's pharmacies partners.

Question 21

What happens if I need to change my medication delivery address after I've confirmed it?

Accepted Answer

Please call our Customer Support team at (+66) 2 114 7788 as soon as possible if you need to change your delivery address, and we'll assist you further.

Question 22

What should I do if requested for a video consultation but no doctors are available to attend to me?

Accepted Answer

If there are no doctors available at that time, you can choose to book an appointment instead. Otherwise, please contact our Customer Support team at (+66) 2 114 7788 and we will assist you further.

Question 23

What should I do if I miss my video consultation appointment?

Accepted Answer

If you miss your appointment, please call our Customer Support team at (+66) 2 114 7788 and we'll assist you further.

Question 24

Why can't I find any available timeslot?

Accepted Answer

Some dates are blocked to allow for order processing time as well as of processing of the health screening results. If there are no available timeslot within the remaining dates, it means that we are fully booked. Nonetheless you can still contact us at askus.th@doctoranywhere.com if you would like us to try to find an alternative slot.

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