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Frequently Asked Questions for Telemedicine

Suitability

For telemedicine, the most suitable conditions are non-emergency, mild to moderate health issues where physical examination is minimal or can be guided virtually. You may do a consultation via telemedicine if you are having:

  • Flu, cough, cold or sore throat
  • Sinus infections
  • Allergic rhinitis
  • Fever, or headache
  • Diarrhoea, constipation or vomiting
  • Rash, or cold sores
  • Conjunctivitis
  • Urinary tract infection (female only)
  • Dermatological conditions
  • Chronic conditions:
    • Hypertension
    • Hyperlipidemia
    • Diabetes
  • Other secondary diseases which may arise from chronic disease conditions
  • Other non-emergent medical issues

For conditions that are not found in the list above, your doctor will make a clinical judgement based on his/her best assessment.

Do seek urgent care if you experience any of the following red flag symptoms:

  • Prolonged symptoms
  • Chest pain
  • Breathing difficulties
  • Recurrent vomiting
  • Neurological symptoms

The above is non-exhaustive and are not suitable to be seen via telemedicine.

Any person below the age of 16 seeking consultation via telemedicine must always be accompanied by an adult (parent/guardian) during the consultation. Please note that the doctor will need to verify the accompanying adult’s identity as well.

Yes.

For corporate users, please ensure that your dependent has been registered with your company. Login to your dependent’s account to access our services. For private users, you may register your dependents under Profile > My Account > My Dependents.

Operating Hours

Our telemedicine service is available 24/7. After-office hours fees are applicable for the following timings:

Monday to Friday: 

12:00 AM to 07:59 AM 

10:00 PM to 11:59 PM 

Saturday: 

12:00 AM to 07:59 AM 

01:00 PM to 11:59 PM 

Sunday & Public Holidays: 

12:00 AM to 11:59 PM 

(Full day) 

Deliveries should be fulfilled within a three-hour window from the selected slot. Available slots include: 09:00 AM, 11:00 AM, 02:00 PM, 05:45 PM, 08:00 PM, 10:00 PM Delivery fee is currently waived.

Our medical concierge service is available 24/7. Please reach out to the team at 6715 9427.

Device & Connectivity

Our telemedicine service is available via our Fullerton Health Concierge app on Android and iOS-enabled mobile devices.

Do ensure that the operating system on your device is updated to minimally Android 5.0 or iOS 13.0 respectively, for best compatibility.

Our doctors will make several attempts to establish a successful connection. Failing which, the booking will be cancelled, and a refund will be processed via your payment mode. Though initiated immediately, do allow 5 to 10 working days for the refund to be reflected in your bank statement.

To minimise connectivity issues, we strongly recommend that you connect to a strong and stable Wi-Fi or data network before your video consultation. Please also ensure that you have enabled app permissions for your camera and microphone, and push notifications.

If you still encounter issues, please contact our medical concierge team at 6715 9427.

Yes, you may use a non-Singapore registered mobile number for verification.

As an added security measure to reduce the risk of online identity theft, One-Time PIN (OTP) verification is required as part of the verification process.

Account & Records

All medical records relating to your past telemedicine consultations are accessible via the app.

For corporate users: Telemedicine > Consultation History

For private users: Profile > History > Telemedicine > All

No, any form of recording is strictly prohibited as any violation would constitute a breach of privacy and confidentiality regulations between the doctor and patient.

Yes, all personal information and medical records provided to us are securely stored.

Appointment Scheduling

Yes, you may choose to reschedule or cancel any upcoming appointment via the app. We strongly encourage that you do so at least 2 hours prior to the scheduled appointment time.

For assistance, please contact us at 6715 9427

Yes. Currently, your payment will be refunded to you via your payment method. Though initiated immediately, do allow 5 to 10 working days for the refund to be reflected in your bank statement.

We strongly encourage that any changes to your appointment be made or informed at least 2 hours prior to the scheduled appointment time.

For assistance, please contact us at 6715 9427.

For scheduled appointments, you may choose from any of our listed Fullerton Health doctors, according to their next available timing.

Our team of doctors are all MOH-accredited and have gone through internal training to ensure the provision of quality telemedicine services on our platform.

Consultation

The doctor will endeavour to reach you via the app within the first 5 minutes. If unsuccessful, the booking may be cancelled.

For scheduled appointments: In the unlikely event that the doctor does not attempt a connection within 10 minutes of the appointment time, your consultation fee will be refunded to your payment method.

Though initiated immediately, do allow 5 to 10 working days for the refund to be reflected in your bank statement.

  • Please prepare your identification document for verification during the consultation. Ensure the ID matches that of the registered ID in your telemedicine profile.
  • Please prepare any existing medication you may be taking. · Ensure you have allowed app permissions for phone notifications, camera and microphone access.
  • Ensure that you are in a private and well-lit location with a strong and stable network connection and little background noise.

You may use your passport, a copy of your SingPass, or Singapore Driving License for verification as well. Birth certificates are also allowed for minors under the age of 16 but they must always be accompanied by an adult(parent/guardian) during the consultation. The accompanying adult must also produce official ID documents for verification.
Kindly ensure that the ID matches that of the registered ID in the telemedicine profile.

Yes, referral letters and medical certificates may be issued based on the doctor’s assessment during the telemedicine consultation. The doctor will assess and recommend the best course of treatment, which may or may not involve the issuance of a referral letter or medical certificate.

If the doctor deems your condition as unsuitable and the booking is cancelled before the start of the consultation, the consultation fees will be refunded to you via the payment mode used. If the doctor assesses your condition to be unsuitable only after reviewing your condition during the consultation, consultation fees will be applicable.

Medication & Delivery

After the consultation, you may review and check out the prescription via the app.

Only after the prescription has been checked out, can delivery be arranged. The medication will be dispensed and packed into a tamper-evident package by our Fullerton Health clinic, before being picked up by our appointed delivery partner.

Do ensure that your delivery address and delivery time slot is complete and indicated accurately to ensure a successful delivery.

Please note that medication delivery can only be made to a Singapore address.

Dosage instructions are available on the medication label. Otherwise, you may refer to ‘Prescriptions’ found within your consultation history.

Please be contactable and present to collect the parcel. If unavailable, you may appoint a representative to collect the parcel on your behalf.

We regret that self-collection is not available at this time.

For paid prescriptions, please note that all transactions are final and non-refundable.

For unpaid prescriptions, you may be required to reconsult with the doctor to ensure treatment plans and requests are accurate and aligned.

Should you have a specific request, you are strongly encouraged to engage in active discussion with the doctor during the consultation.

Your delivery should reach you within a three-hour window, from your chosen time slot. To be able to select each time slot, payment must be made at least 45 mins before.

Available time slots include:
09:00 AM, 11:00 AM, 02:00 PM, 05:45 PM, 08:00 PM, 10:00 PM

Delivery fees are currently waived. However, a fee of S$20 (before prevailing GST) will be applicable should the delivery be unsuccessful, and in the event a redelivery is required.

Kindly ensure you remain contactable during the delivery window and can grant our delivery partners access to your location (if required).

Yes, however, please ensure that the respective security posts are informed in advance, and access is granted to our delivery partners. Kindly do not indicate such locations as your delivery address if you are unable to grant access to our delivery partners.

There is no additional charge at this time as delivery fees are currently waived.

In the event the Restricted Location is inaccessible by our delivery partners during their delivery attempt due to restrictions, the delivery will be marked as unsuccessful. If a redelivery is requested, a fee of S$20 (before prevailing GST) is applicable.

Restricted Locations include but is not limited to:

  • Airport Cargo Road
  • Airport Zone (SATS, Aerospaces etc.)
  • ALPS Ave
  • Army Camps/Naval/Air Base
  • CA Checkpoints
  • Camps
  • Changi Airfreight Centre
  • Changi Airport Terminals
  • Civil Defence Camps
  • Construction Sites
  • Embassies
  • Immigration Checkpoints
  • Istana
  • Jurong Island
  • Jurong Port
  • Ministry of Foreign Affairs (MFA)
  • Ministry of Home Affairs (MHA)
  • PSA Port
  • Seletar Airport Terminal
  • Sentosa (designated areas such as Sentosa Cove and hotels etc. only)
  • Shipyards
  • Singapore Courts including Supreme Court, State Court, Family Court and Maxwell Chambers etc.
  • Supply Bases

Payment

We accept most major debit/credit cards (Visa / Mastercard) via our payment gateway powered by Stripe.

FAQs

Telemedicine

Suitability

Common conditions include but are not limited to the following:

  • Flu, cough, cold or sore throat
  • Fever, or headache
  • Diarrhoea, constipation or vomiting
  • Rash, or cold sores
  • Conjunctivitis
  • Urinary tract infection
  • Dermatological conditions
  • Chronic conditions such as:
    • Hypertension
    • Hyperlipidaemia
    • Diabetes
    • Other secondary diseases which may arise from chronic disease conditions
  • Other non-emergent medical issues

If you experience the following red flag symptoms, please visit a doctor in-person at your nearest clinic or Accident & Emergency Centre as soon as possible. These conditions are not suitable to be seen via Telemedicine.

  • Chest pain
  • Breathing difficulties
  • Recurrent vomiting
  • Neurological symptoms

For conditions that are not found in the list above, your doctor will make a clinical judgement based on his/her best assessment.

Yes, you may add your dependents under your account either on the Telemedicine page, or under Account > My Dependants 

A person who is below the age of 16 seeking a telemedicine consultation must be accompanied by an adult (parent/guardian) during the consultation at all times. Kindly login to their FHN3 account for the consultation if they are a registered dependant. 

Operating Hours

Our telemedicine service is available 24/7.  

An after-office hours charge consultation fee applies for the following timings: 

Monday to Friday: 

12:00 AM to 07:59 AM, 

10:00 PM to 11:59 PM 

Saturday: 

12:00 AM to 07:59 AM, 

01:00 PM to 11:59 PM 

Sunday & Public Holidays: 

12:00 AM to 11:59 PM 

(Full day) 

Deliveries should be fulfilled within a three-hour period from the selected slot. Available slots include: 

09:00 AM, 11:00 AM, 02:00 PM, 05:45 PM, 08:00 PM, 10:00 PM  

Delivery fee is currently waived. 

Our medical concierge service is available to assist you 24/7. Please reach out to the team at 6715 9427. 

Device & Connectivity

Our telemedicine consultation service is available via our LiveFuller App on Android and iOS-enabled mobile devices. 

In such an event, you will have up to 5 minutes to re-connect to your doctor, failing which your video consultation will be terminated and a refund will be made to you via your payment mode. Though initiated immediately, do allow 3-5 working days for the refund to be reflected in your bank statement. 

To minimise connectivity issues, we would strongly recommend that you connect to a stable Wi-Fi connection before your video consultation. Please also ensure that you have enabled app permissions for your camera and microphone. 

If you are still unable to connect, please contact our medical concierge team at 6715 9427. 

Yes, you can use a non-Singapore registered mobile number for verification. 

As an added security measure to reduce the risk of online identity theft, One-Time PIN (OTP) verification is required as part of the verification process. 

Account & Records

All patient data (including payment details) and medical records provided to us are securely stored. 

No, the app strictly prohibits any form of recording as any violation would constitute a breach of privacy and confidentiality regulations between the doctor and patient. 

All medical data with regards to your past telemedicine consultations are accessible via the ‘History’ module under ‘Account’ in the app. 

Appointment Scheduling

Yes, for scheduled appointments, you may choose from any of our Fullerton Health doctors on the telemedicine feature according to their next available timing. 

Our team of doctors are all MOH-accredited and have gone through internal training to provide quality telemedicine services on our platform. 

Yes, currently, your payment will be refunded to you via your payment method within 3 – 5 business days. Though initiated immediately, do allow 3-5 working days for the refund to be reflected in your bank statement. Please ensure that changes are made 2 hours ahead of your appointment. 

Yes, you may choose to reschedule or cancel any upcoming appointment under ‘History’ in the Account module. However, you must do so at least 2 hours prior to the scheduled appointment time. 

Consultation

The doctor will try to reach you via the app for the first 5 minutes. If unsuccessful, you will need to make a new appointment. 
In the unlikely event that the doctor does not attempt a connection within 10 minutes of the scheduled appointment time, your consultation fee will be refunded to your payment method (i.e., via corporate benefit and/or self-pay) within 3 – 5 business days. 

You can use your Passport or Singapore Driving License as alternate mode of identification. Birth certificates are also allowed for minors under the age of 16 but they must attend the video consultation together with their parent/guardian/caregiver. 

Yes, referral letters and medical certificates may be issued based on your doctor’s assessment during the telemedicine consultation. Your doctor will assess and recommend the best course of treatment, which may or may not involve the issuance of a referral letter or medical certificate. 

  • Please prepare your identification card for verification during the consultation  
  • Please prepare any existing medication you may be taking 
  • Ensure you have allowed app permissions for phone notifications, and camera and microphone access 
  • Ensure that you are in a well-lit location with little background noise and have a stable network connection 

If the doctor deems your condition not suitable at the beginning of the teleconsultation, the consult fees will be refunded to you via the payment mode used. If the doctor refers you to a physical general practitioner or specialist after reviewing your condition, the teleconsultation charges will still apply. 

Medication & Delivery

Based on the prescription from your doctor after the telemedicine consultation, your medicine will be dispensed and packed from one of our Fullerton Health clinics in a tamper-evident package before being picked up by our trusted delivery provider. 

You will need to indicate your delivery address and delivery timeslot for us to arrange the proper delivery arrangements. Please note that medication delivery can only be made to a Singapore address. 

Please be present at the delivery address to collect the parcel. You may appoint another person staying in the same household to collect on your behalf. 

If you have already paid for the prescription, please note that all transactions are final and non-refundable. If you have not paid for the prescription, you may be required to reconsult with the doctor as the prescription was issued based on what was discussed during the consultation. Should you have a specific request, do remember to discuss it with the doctor during the consultation. 

Your delivery should reach you within a three-hour period from your chosen timeslot. To be able to select each timeslot, payment must be made at least 45mins before the chosen timeslot. Available timeslots include: 

09:00 AM, 11:00 AM, 02:00 PM, 05:45 PM, 08:00 PM, 10:00 PM  

Delivery fee is currently waived. However, if the delivery fails due to no response or wrong address provided, a fee of S$20 (before prevailing GST) will be applicable if a redelivery is requested. 

Dosage instructions are available on the medication label. Otherwise, you may refer to your ‘Prescriptions’ found within your recent consultation, under ‘History’ in the ‘Account’ module. Prior to medication delivery, our medical concierge team will contact you to provide you with a picture of the packed medication as well as updates on the delivery status. 

Yes, however, please ensure that access is granted to our couriers and the respective security posts informed at such locations. Please do not indicate such locations as your delivery address if you are unable to grant access to our couriers.  

There is no additional fee at present as delivery charges are currently waived. 

In the event the Restricted Location is inaccessible to our couriers during their delivery attempt due to the restricted location’s requirements, no compensation will be provided. If a second attempt is requested, redelivery charges (SGD $20 subject to prevailing GST) will apply for any subsequent delivery needed. 

Restricted Locations includes but is not limited to: 

  • Airport Cargo Road 
  • Airport Zone (SATS, Aerospaces etc.) 
  • ALPS Ave 
  • Army Camps/Naval/Air Base 
  • CA Checkpoints 
  • Camps 
  • Changi Airfreight Centre 
  • Changi Airport Terminals 
  • Civil Defence Camps 
  • Construction Sites 
  • Embassies 
  • Immigration Checkpoints 
  • Istana 
  • Jurong Island 
  • Jurong Port 
  • Ministry of Foreign Affairs (MFA) 
  • Ministry of Home Affairs (MHA) 
  • PSA Port 
  • Seletar Airport Terminal 
  • Sentosa (designated areas such as Sentosa Cove and hotels etc. only) 
  • Shipyards 
  • Singapore Courts including Supreme Court, State Court, Family Court and Maxwell Chambers etc. 
  • Supply Bases 

Payment

We accept most major debit/credit (VISA / MASTERCARD) powered by Mastercard Payment Gateway Services. 

Marketplace

Account

1. Download the LiveFuller app through the Google Play or App store. 
 
2. Click on the app and choose to either register through your Facebook account, Google account, Apple ID, or mobile number. 
 
Creating an account is free – you will only be charged when you consult a healthcare provider or make a purchase on our Marketplace. 

Yes! To change your mobile number, from the app homepage, tap on “Account” and the Settings icon (i.e gear icon) on the top-right hand corner of your phone screen.  

To change your delivery address, from the app homepage, tap on “Account” and “My Info”. You will be able to amend your delivery address from the “Delivery Address” field. 

Please note that for any orders that have already been processed, we will base it on the information provided at the point of order submission. 

The collection of your NRIC is for the other services that the app provides (e.g. Telemedicine, Health screening, Policy Benefits). We do not release your NRIC to the Marketplace or the merchants for any order fulfilments. We will only require your name, contact details and delivery address. 

Login to your online account and tap on “Account” then “Promo Code”. Tap on “Redeem” and if your code is valid, the promo code will be stored in your account and available for use in your next order! 

Orders

You will be able to search for the items that you want or scroll through our item categories. Once you are at the item, tap on “Add to Cart” or “Buy Now” and you will be ready to make payment for your items. 

We do ensure that the products in our store are always available and will list more products from time to time! If the product that you want is not available now, you may revisit the marketplace again and check if the products have been restocked. 

Eligibility for promo code re-issuance will be reviewed on a case-by-case basis. Please clearly state your return/refund reason(s) to the LiveFuller Marketplace Operations Team at emarketplace.sg@fullertonhealth.com. Please include details about the promo code used.  

If the outcome of your request is successful, a new promo code of the same value will be issued to you. We will notify you of the new promo code via email or call you. 

Our products sold online will have a minimum of 6 months shelf life upon delivery. Some products may not come with an expiry date. You may return it & get a refund if the products that you receive do not meet this requirement. 

1. Please note that you must be a registered user of LiveFuller Marketplace to view your purchase history. 
  
2. Open the LiveFuller app and tap on “Account” and sign into your account. 
 
3. Under the “History” tab, tap on “My Purchases”. 

Payment

Our telemedicine consultation service is available via our LiveFuller App on Android and iOS-enabled mobile devices. 

If there was a duplicated charge to your credit/debit card, please contact our customer service at emarketplace.sg@fullertonhealth.com with the screenshot of the duplicated charges posted and confirmed by your issuing bank. Some banks may hold an amount on your card prior to posting the charge successfully. Please do check that the charge was posted prior to contacting us. 

This is a mandatory field required by the payment processing bank. You will need to input your delivery postal code for the payment to go through. Please note that this will not affect your delivery by any means. 

To enable you to shop with peace of mind, we have implemented industry-standard measures to protect your information. Our app is secured with Secure Socket Layer (SSL), which encrypts all your personal information so that this information remains only with us. To enhance security, we do not store your credit card information. 

If you receive an error message related to credit/debit card failure, please double check that the credit card number, expiry date and security code are input correctly. 

 If you still receive an error message after validation and a second attempt, try making payment with an alternative card. For further assistance on your card error, please contact the issued bank of your credit/debit card. 

Shipping & Delivery

There are a few ways to check on the delivery status of your parcel(s): 

  1. You will be able to track your order/parcel in the app by navigating to the “Shipping” tab under “My Purchases”. 
  2. You will receive updates via email on the status of your parcel(s). Specifically, you will be provided with a tracking ID for each merchant in your order (issued by our logistics partner). You may key in your tracking ID at https://www.ninjavan.co/en-sg/tracking to obtain more details about your parcel. If you have not received the email, please check your junk folder.

Unfortunately, we are not able to deliver the order at a specific time of request.  

Our delivery team will contact you to check if you are comfortable with leaving the delivery in a secure location. However, we will not be liable for missing or damaged orders after agreeing with our delivery team to leave them in a secure location of your choice. Please note that any failed delivery or failed contact may incur an additional re-delivery fee. 

As your order will be processed immediately, you will not be able to amend the delivery address once it is submitted. 

We currently do not ship orders overseas nor to restricted areas (E.g.: Pulau Ubin, Seletar Aerospace, Airline Road) in Singapore as we are not able to access the location/s to perform the delivery. 

We endeavor to send your order within 5 working days and delivery fees are currently waived for orders above $40 per vendor / merchant. 

In cases of bad weather, challenging traffic or unforeseen situations, your delivery may arrive earlier or later. We seek your kind understanding on potential delays. 

We regret to inform you that we do not allow self-collection. Delivery fees are waived for standard orders above S$40 from the same vendor and it will be delivered within 5 working days. 

Each order will only be delivered to 1 location. If you require delivery to multiple locations, the orders will need to be placed separately. 

Services

Depending on the service booked, appointments will be made via service provider contacting you or you contact the service provider. More details regarding appointment booking can be found in the service listing for reference. 

As each service provider may have different processes and requirements as it relates to rescheduling appointments, we recommend you reach out to the service provider and reschedule your appointment at least 48 hours in advance. Please use the contact details provided on your voucher (and / or in the service listing on the marketplace) to reach out to the service provider. 

Yes, you may choose to purchase a healthcare service for your parents. Kindly ensure their details are filled during the service booking. 

Chronic Care

Medicine Refill

Only users whose chronic condition(s) are well controlled and whose questionnaire responses do not raise any cause for concern, can successfully submit medicine refill requests for doctor’s review. Otherwise, you will be prompted to book a tele-consult to obtain your medicine refill. 

We will strive to approve your medicine refill request as soon as possible. Nevertheless, please allow 2-3 working days for your request to be approved.

Care coordinator

You may contact your care coordinator on WhatsApp at any time. Your care coordinator will strive to respond as soon as possible during working hours (weekdays 9am-6pm), otherwise please allow your care coordinator to respond on the next business day. If a medical emergency has arisen, please call your care coordinator.  

Whenever your BP reading(s) exceed the target BP range 3 times (within a span of 6 hours), or if your BP reading(s) exceed certain specific thresholds, you will receive a push notification advising you on next steps. Your care coordinator will also be alerted via an email notification, and he / she will proceed to contact you to check in on your condition.

Others

Medication reminders created for the current day will be shown in the app calendar. If a reminder is created in the future, you can view it in the app calendar after 11.30pm of the day before. (e.g., after 24 Sep 11.30pm, you will be able to view reminders for 25 Sep). Please be assured that your reminders are captured and will be accurately reflected on the app.

At present, 1 data point is recorded by the BP chart per hour. The chart records the latest reading for every hour and includes it as a data point on the graph, even though there might have been multiple readings within the hour. Readings taken in the next hour will be shown as a new data point.

Nevertheless, all BP readings are recorded and can be viewed by tapping on the “Show All Date” button below the BP chart.