FAQ

FREQUENTLY ASKED QUESTIONS

Gleneagles eHealthChat is an online platform that allows you to make advance appointment booking for a FREE 10-minute conversation and advice via video or voice call, about your general wellness with your preferred doctor.
You would also be able to view doctors’ profiles and availability for appointments on eHealth. Click here to view your preferred doctor’s profile and availability.

You will be able to seek advice on wellness from your doctor of choice. No diagnosis will be carried out. Your doctor will then recommend you if there is a need to visit him / her at the clinic for physical check or for you to visit the hospital for further health screening.

eHealthChat and eHealthConsult function as alternative channels in addition to walk-in appointments for patients to consult their doctors.
eHealth generally allows doctors to provide continuous care to their patients. It is a value-added service specially for patients who can’t travel to the hospital due to certain circumstances, hence enabling them to continue receiving medical care.

eHealthChat allows a FREE 10-minute conversation on video or voice call with your selected doctor to advice on general wellness . No registration number, diagnosis, prescription or payment will be assigned/ made or charged.
eHealthConsult allows you to have around 30-minute video consultation with your preferred specialist. Requires consultation fees. If there are medications prescribed to you after consultation, you can choose to have it delivered right to your doorstep or self pick-up at our hospital.

Note: It is still important for you to meet the doctor in person. This allows the doctor to proceed with the medical assessment which includes visual and physical examinations and initiate the treatment recommendations.

No, there will be no charges for Gleneagles eHealthChat. It’s a FREE 10-minute conversation on video or voice call with your preferred doctor to advice on general wellness

Yes, a simple registration using your mobile number is required when you sign up on eHealth account. You will also need to fill-up your patient details prior to making an appointment.

Yes, you would need to choose a preferred date and time slot based on the doctor’s availability. Click here to choose a preferred date and time slot.
For steps on ‘How to book a eHealthConsult’ go to ‘Bookings & Appointments’

Yes, you may download EncoreMed mobile app from Apple Store or Google Play Store or you can access the webpage from any devices seamlessly.

For any physical examination, advice from your doctor of choice must be followed and any medical scanning must be done at the hospital.

The choices of specialist doctors have been credentialed and privileged to practice at the hospitals based on their areas of specialty registered with National Specialist Register.
For more information of specific hospital’s specialty, kindly click here.

No, medications will not be prescribed. eHealthChat is only available for a 10-minutes conversation with your preferred doctor to get advice on general wellness.

Patients will need to see the doctor physically for full medical check such as history taking, investigations and diagnosis prior to treatment and medications prescription.

You can log on to our web portal at https://gleneagles.ehealth.com.my and choose a preferred language to get started on your account creation.
Select ‘Gleneagles eHealthChat’ for a list of doctors available
Select your preferred Specialist, date and time, then click ‘Proceed To Next Step’.
Do remember to read and agree to the Terms and Conditions before proceeding to the next step.
Create your eHealth account by entering your mobile number. Click ‘Next’ and ‘OK’ to receive an SMS verification code and key-in that code.
Click ‘Confirm Appointment’ and you will receive an SMS confirming your appointment.
An SMS reminder will be sent close to your appointment date.
On appointment day, logon to the website and click ‘Enter Video Room’ if you have selected the ‘Video Call’ option previously. If you have selected a ‘Voice Call’ option, you will receive a call from our clinic.

The Gleneagles eHealthChat appointment slot differ from doctor to doctor. eHealthConsult services are not available during Public Holidays and rest days when the clinic is closed.
However, the service for patients to make an appointment is available 24 hours.
For more information of specific hospital’s operating hour, kindly visit respective hospital’s site.

Walk-in appointments are not available on this platform at the moment, patients are required to do online booking for eHealthChat & eHealthConsult.
For urgent medical consultation or enquiries, you can contact the Hospital’s General Line respectively.

Kindly visit specific hospital’s FAQ segment for more information.

Your appointment would roughly take an estimate of 10 minutes

No, this cannot be done. Link to the video call is only accessible via one patient per device at any one time.

Patients are required to contact the Hospital’s General Line for appointments.

Gleneagles eHealthChat is available via video or voice call for all patients, local and abroad including Malaysians, Expats Travelers and Medical Tourists, who would like to seek advice about to their general wellness with their preferred doctor.

Yes, Gleneagles eHealthChat is available for International patients calling from abroad.
For more information, kindly visit respective hospital’s site.

Yes, the conversations will be kept confidential under patient-doctor confidentiality

We will ensure all confidential information provided by our patients are kept confidential under patient-doctor confidentiality.

You can email to [email protected] for any assistance.

If it was video call, you can rejoin the call by clicking ‘Enter Video Room’.
If was a voice call, our clinic will call you again.

eHealthConsult is an online platform that gives users the option to connect with the doctors of your choice via video consultation.
The service is available for new* and existing/follow-up patients.
Requires consultation fees.
You would also be able to view doctors’ profiles and availability for appointments on eHealth.

*eHealthConsult for new patients are only available at selected hospitals. Do visit hospital’s eHealth website to find out more.

To ensure our continuous care, Gleneagles eHealthConsult is launched as a value-added service to help patients who are unable to visit our hospitals due to certain reasons.
Gleneagles eHealthConsult is an easy-to-use and hassle-free secured online platform that allows you to consult specialist of your choice from the comfort of your home.
You can opt to have medications prescribed delivered right to your doorstep or self-pick-up at our hospital.

It is still important for you to meet the doctor in person. This allows the doctor to proceed with the medical assessment which includes visual and physical examinations and initiate the treatment recommendations.
Gleneagles eHealthConsult is an added value service specifically for patients who are unable to travel to the hospital. It serves as an alternative appointment option for patients to meet their doctors and receive continuous care.

eHealth allows you to view doctors’ information and availability first without the need to pre-register. Once you have selected your doctor of choice and preferred appointment time slot, you will then be required to register and complete all the necessary details.
For steps on ‘How to book a eHealthConsult’ go to ‘Bookings & Appointments’

Yes, you may download EncoreMed mobile app from Apple Store or Google Play Store or you can access the webpage from any devices seamlessly.

Yes, you would need to choose a preferred date and time slot based on the doctor’s availability. Click here to choose a preferred date and time slot.
For steps on ‘How to book a eHealthConsult’ go to ‘Bookings & Appointments’

For any physical examination, advice from your doctor of choice must be followed and any medical scanning must be done at the hospital.

The consultation hours appointment slot differ from doctor to doctor. eHealthConsult services are not available during Public Holidays and rest days when the clinic is closed.
However, the service for patients to make an appointment is available 24 hours.
For more information of specific hospital’s operating hour, kindly visit respective hospital’s site.

The choices of specialist doctors have been credentialed and privileged to practice at the hospitals based on their areas of specialty registered with National Specialist Register.
For more information of specific hospital’s specialty, kindly visit respective hospital’s site.

You can log on to our web portal at https://gleneagles.ehealth.com.my and choose a preferred language to get started on your account creation.
Select your preferred Specialist, date and time, then click ‘Proceed To Next Step’.
Do remember to read and agree to the Terms and Conditions before proceeding to the next step.
Create your eHealth account by entering your mobile number. Click ‘Next’ and ‘OK’ to receive an SMS verification code and key-in that code.
Proceed by filing in Patient Details and click ‘Pay Now’ with options of Online Banking, Credit/Debit Card and eWallet.
Your appointment is confirmed upon receipt of payment and the status will be updated in your Gleneagles eHealthConsult account.
An SMS will be sent once the appointment is made and an SMS reminder will be sent close to your appointment date.
On appointment day, logon to the website and click ‘enter video room’ for your doctor’s consultation.

Walk-in appointments are not available on this platform at the moment, patients are required to do online booking for eHealthChat & eHealthConsult.
For urgent medical consultation or enquiries, you can contact the Hospital’s General Line respectively.

Kindly visit specific hospital’s FAQ segment for more information.

Your appointment would roughly take an estimate of 10 - 30 minutes depending on the severity of your situation.

Kindly visit specific hospital’s FAQ segment for more information.

Gleneagles eHealthConsult is available for new* and existing/follow-up patients, local and abroad including Malaysians, Expats Travelers and Medical Tourists, who would like to seek with their preferred doctor.

Yes, Gleneagles eHealthConsult is available for International patients calling from abroad.
For more information, kindly visit respective hospital’s site.

This service is available for new* and existing/follow-up patients.
There are many common conditions (non-emergency in nature) that can be treated via Gleneagles eHealthConsult including but not limited to these:
- Muscle aches
- Heel pain
- Conjunctivitis without visual disturbances
- Eyelid problems
The doctor will make a reasonable diagnosis where possible from the presenting history, vital signs or other clinical parameters where available, investigation or imaging results and recommend treatment or referral to the appropriate level of care if necessary.

*eHealthConsult for new patients are only available at selected hospitals. Do visit hospital’s eHealth website to find out more.

Emergency health issues are NOT suitable for Gleneagles eHealthConsult. Please seek immediate medical assistance at the nearest healthcare partner.

The following conditions are also NOT suitable for Gleneagles eHealthConsult:

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

Diagnoses are made by trained doctors through a series of questions. If a doctor feels he/she needs more information to provide a diagnosis, he/she will recommend a physical consultation. There are limitations to a diagnosis without a physical observation being made. Gleneagles eHealthConsult aims to supplement the patient-doctor relationship through teleconsultations.

Yes, you absolutely can. Just ensure that the doctor is available during your preferred day and time slot.

No, two appointments can only be scheduled at different times under a single account.

For example, if you are making an appointment for your mother and father with two separate doctors under the same account, your appointments must be scheduled at different time slots.

No, this cannot be done. Link to the video call is only accessible via one patient per device at any one time.

Generally, it will take about 15 to 30 minutes including consultation.

Patients are required to contact the Hospital’s General Line for appointments.

Yes, Once the receipt and necessary medications are ready, an SMS will be sent to the patient.

Kindly visit specific hospital’s FAQ segment for more information.

After completion of consultation call, the doctor generates a prescription, which gets updated to your medical records kept by the Hospital.

Yes, the medical reports will be kept confidential under patient-doctor confidentiality

We will ensure all confidential information provided by our patients are kept confidential under patient-doctor confidentiality.

You can email to [email protected] for any assistance.

You can rejoin the call again on the video room.

Kindly visit specific hospital’s FAQ segment for more information.

Yes, it is completely safe to use your debit/credit card here as all payment done will be tracked and authorised by our system

Kindly visit specific hospital’s FAQ segment for more information.

Receipts will be issued. However, do check with your Insurance provider on claim purposes.

Yes, if the video consultation has yet to start

Kindly visit specific hospital’s FAQ segment for more information.

After completion of consultation call, the doctor generates a prescription, which gets updated to your medical records.

Kindly visit specific hospital’s FAQ segment for more information.

About Gleneagles eHealthChat

What is Gleneagles eHealthChat?

What can I expect from the doctor with a 10-minute conversation on eHealthChat?

What is the difference between walk-in appointments at the Hospital vs eHealthChat and eHealthConsult?

Will there be any charges for Gleneagles eHealthChat?

Do I have to register before making eHealthChat?

Do I need to set up an appointment if I'd like to consult a doctor via Gleneagles eHealthChat?

Is Gleneagles eHealthChat available on mobile app?

What about the need for a physical examination or medical scan?

Who are the doctors on Gleneagles eHealthChat?

Can doctor prescribe medications to me via Gleneagles eHealthChat?

Bookings & Appointments

How to book an appointment via Gleneagles eHealthChat?

What are the available hours for the service?

Can I make a walk-in appointment on the platform too?

Can I cancel or reschedule my appointments?

How far out can patient book appointments?

How long will an appointment take?

Can more than one person access the video consultation session simultaneously?

For cases which would need a physical follow up, how will that appointment be made?

Eligibility for Gleneagles eHealthChat

Who is eligible for Gleneagles eHealthChat?

Is Gleneagles eHealthChat available for international patients who call from overseas?

Secure & Private Appointment Channel

Is my conversation with medical medical practitioners kept private and confidential?

How would you ensure the privacy of the patient’s call?

Technical Issues

I have not received a verification code for the account registration. What should I do?

What happens if a call gets cut off halfway?

About Gleneagles eHealthConsult

What is eHealthConsult?

Why do I need Gleneagles eHealthConsult?

What is the difference between making an appointment at the Hospital vs Gleneagles eHealthConsult?

Do I have to register before making eHealthConsult?

Is Gleneagles eHealthConsult available on mobile app?

Do I need to set up an appointment if I'd like to consult a doctor via Gleneagles eHealthConsult?

What about the need for a physical examination or medical scan?

What are the available hours for the service?

Who are the doctors on Gleneagles eHealthConsult?

Bookings & Appointments

How to book an appointment via Gleneagles eHealthConsult?

Can I make a walk-in appointment on the platform too?

Can I cancel or reschedule my appointments?

How far out can patient book appointments?

How long will an appointment take?

Will a reminder be sent to me about my appointment booking as the date gets closer?

Who can consult via Gleneagles eHealthConsult?

Is Gleneagles eHealthConsult available for international patients who call from overseas?

Eligibility for Gleneagles eHealthConsult

What conditions are suitable for Gleneagles eHealthConsult?

What conditions are NOT suitable for Gleneagles eHealthConsult?

How is the diagnosis made without any physical observation done?

Can I request to consult the same practitioner for every consultation?

Can I schedule two appointments for two of my family members at the same time using the same account?

Can more than one person access the video consultation session simultaneously?

How long would it take for the doctor to prepare a written diagnosis and prescription after consultation?

For cases which would need a physical follow up, how will that appointment be made?

Will I be able to exit the online platform while waiting for my receipt to be uploaded into the system?

How do I obtain a Medical Certificate (MC) if I need one?

How do I keep track of my medical health file?

Privacy

Are medical reports shared with medical practitioners kept private and confidential?

How would you ensure the privacy of the patient’s call?

Technical Issues

I have not received a verification code for the account registration. What should I do?

What happens if a call gets cut off while I am on my video conference consultation?

Payment & Refund

What are the payment methods available?

Is it safe to use my debit/credit card on Gleneagles eHealthConsult?

How do I download my payment receipts for claims?

Can I claim payment made to eHealth from my insurance provider?

Would I get a refund if I am unable to connect to the video conference consultation call?

Where can I view or download the itemized billing?

Where do I view or download my medical health file?

Medication

How fast would it take to deliver my medication?

How will my medications be packaged and delivered?

Who can I contact if my medication package is not complete?