FREQUENTLY ASKED QUESTIONS
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| 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. |
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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. |
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| 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 |
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| 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. |
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| Yes, you may download EncoreMed mobile app from Apple Store or Google Play Store or you can access the webpage from any devices seamlessly. |
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| For any physical examination, advice from your doctor of choice must be followed and any medical scanning must be done at the hospital. |
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| 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. |
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| Yes, you can but this must be done 2 days before the appointments. |
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| You can book the appointment 1 month in advance. |
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| Your appointment would roughly take an estimate of 10 minutes |
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| No, this cannot be done. Link to the video call is only accessible via one patient per device at any one time. |
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| Patients are required to contact the Hospital’s General Line for appointments. |
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| 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. |
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| Yes, the conversations will be kept confidential under patient-doctor confidentiality |
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| We will ensure all confidential information provided by our patients are kept confidential under patient-doctor confidentiality. |
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| You can email to [email protected] for any assistance. |
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| Yes, you may download EncoreMed mobile app from Apple Store or Google Play Store or you can access the webpage from any devices seamlessly. |
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| For any physical examination, advice from your doctor of choice must be followed and any medical scanning must be done at the hospital. |
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| The choices of specialist doctors have been credentialed and privileged to practice at the hospital namely Gleneagles Penang based on their areas of specialty registered with National Specialist Register. |
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| Yes, you can but this must be done 2 days before the appointments. |
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| Your consultation would take around 15 minutes depending on the severity of your situation. |
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| An SMS will be sent to you one day before your appointment date. |
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| 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. |
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| 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:
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| 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. |
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| Yes, you absolutely can. Just ensure that the doctor is available during your preferred day and time slot. |
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| 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. |
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| No, this cannot be done. Link to the video call is only accessible via one patient per device at any one time. |
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| Generally, it will take about 15 to 30 minutes including consultation. |
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| Patients are required to contact the Hospital’s General Line at +604 222 9111 or WhatsApp +604 222 9111 for appointments. |
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| Yes, Once the receipt and necessary medications are ready, an SMS will be sent to the patient. |
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| If an MC is requested, we will email it to you. |
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| After completion of consultation call, the doctor generates a prescription, which gets updated to your medical records kept by the Hospital. |
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| Yes, the medical reports will be kept confidential under patient-doctor confidentiality |
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| We will ensure all confidential information provided by our patients are kept confidential under patient-doctor confidentiality. |
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| You can email to [email protected] for any assistance. |
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| You can rejoin the call again on the video room. |
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| We accept Online Bank Transfer, Touch n Go e-wallet, Boost e-wallet debitandcredit cards at the moment. |
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| Yes, it is completely safe to use your debit/credit card here as all payment done will be tracked and authorised by our system |
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| Receipts will be issued. However, do check with your Insurance provider on claim purposes. |
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| Yes, if the video consultation has yet to start |
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| For refund assistance, please contact Ms. Tan Soo Min at +604 222 9091 or email to [email protected]. |
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| You will be able to view it from the Appointment tab on the web browser. |
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| With the temperature control issue, we do not deliver cold chain items. Psychotropic, injection and liquid medicine are excluded in delivery service too. |
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| Please call pharmacy staff on +604-222 9173, stating your medication delivery order number and explain your situation. The pharmacy will resend the updated invoice for the medicine for you through the app to proceed to payment step. |
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| Please call +604-222 9173 if you would like to have further advice on your medications. |
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| If you’ve placed an order online for a prescription, you should receive a text message or email when your medicines are ready to collect in hospital, or if you've chosen home delivery, you should receive an email when your medicines have been despatched. |
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| Yes. Patient will pay the medication delivery charges. The delivery charge will vary, depending on the weight of medication parcel. |
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| Sorry, we’re only able to supply to patients in the East and West Malaysia with prescriptions issued by Gleneagles Hospital Penang doctors. |
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| Your medication will be dispatched within 24-hour. It will depend on your location of when the package will arrive. |
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| The medicine is packed by our experienced pharmacy staff and the delivery is tracked by a trusted courier service provider. |
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| Once your medicines have been despatched for delivery, or you have collected them, we can’t accept returns or offer refunds on prescription charges for medicines. |
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| If you haven’t received your prescription order, or if it is incomplete, please contact us as soon as possible on +604-222 9173 and we’ll resolve any issues. Unfortunately, once prescription medicines have been despatched, we can’t offer a refund. Resend the medication order may incur additional charge. |
