Doctor On-line believes in the future of healthcare through digital solutions. We prioritize a seamless patient-centric approach to ensure quality on-demand healthcare.
We offer affordable, reliable, and convenient healthcare services. Our medical health professionals conducting the video consultations are carefully screened and trained.
We are committed to working with medical health providers to deliver superior healthcare services at more affordable costs.
Our video consultation service is suitable for anyone with non-urgent medical condition.
However, if you are below the age of 18, you must be accompanied by an adult (your parent/guardian) during the video consultation at all times.
You must create a separate account under your parent/guardian’s “Family Accounts” prior to the video consultation. In our app, click the “Family Accounts” icon at the top right.
A person who is below the age of 18 seeking a video consultation on the Doctor On-line App must be accompanied by an adult (your parent/guardian) during the video consultation at all times.
Currently, telemedicine is not yet regulated in Malaysia. The Ministry of Health Malaysia (MOH / Kementerian Kesihatan Malaysia) references the telemedicine regulatory sandbox by Singapore’s Ministry of Health as a benchmark in the development of regulatory framework for telemedicine and online health services. The Ministry of Health Malaysia is progressing to develop the Telemedicine regulatory framework via the establishment of an Online Healthcare Services (OHS) team.
While waiting for local regulations to be finalized, Doctor On-line applies stringent telemedicine guidelines by Singapore’s Ministry of Health as our best practices, in order to uphold the highest levels of clinical standards to ensure safe processes for both local doctors and patients.
For now, our services are offered to patients residing in Malaysia. Check in with us in the near future when we expand our services to more countries!
| At the bottom of Doctor On-line app, click on “My PHR”. You will be able to update your details by clicking the “Edit” button. |
Our service is available via the Doctor On-line app on Android or iOS enabled mobile phones.
Android users would need to have Android 4.1.2 or newer versions to install and use our app.
IOS users would need to have iOS 9 or newer versions to install and use our app.
Yes, you will be able to use a foreign passport to register for a Doctor On-line account.
However, you need to be located in Malaysia to be able to get medication delivery.
We regret to learn of the unpleasant experience you have had. Please do not hesitate to reach out to our Customer Support team at hello@doctor-online.io
We value your feedback and remain committed to providing any necessary assistance to ensure your satisfaction.
We take patient confidentiality very seriously. Our patients’ data and medical records are compliant with the Personal Data Protection Act (PDPA). These records are only accessible to healthcare providers directly involved in the patient’s care, and to support internal processes.
Please refer to our privacy policy
The video consultation will not be recorded by either the administrator, the patient, the doctor or any other party. Any violation of this constitutes a breach of privacy and confidentiality laws between the doctor and the patient and the offender may be subjected to prosecution. Therefore, we seek your understanding that you are also not allowed to record the consultation in part or in whole.
All registration information will be retained. However, if you request for your information to be purged, this will be completed within 14 working days of receipt of your request. Please email your request to hello@doctor-online.io
You can refer to our Privacy Policy by clicking on this link.
Account
To access your medical history and documents, click on the “My PHP” tab and you will be directed to a page containing all your past medical records on the platform.
Video Consultation
There is no waiting time as you will be able to book a slot that is most convenient for you based on the available slots.
Our consultation hours will be on weekdays, 8.30am to 5.00pm. You have the option of scheduling an appointment for a later time based on your preference.
You can consult a doctor on our platform for diagnosis, medical advice and referrals relating to non-common illnesses, if suitable.
Our doctors will review each case to assess whether it is suitable to carry out the consultation. If the doctor determines that you are suitable for a video consultation, the doctor will proceed to provide you with a diagnosis, prescription, medical certificate and/or medical referral letter (as appropriate).
If the doctor determines that you are unsuitable for a video consultation, the doctor will recommend you to seek the appropriate follow-up actions at a clinic, and you will not be charged for the video consultation.
Yes, the medical certificate will be issued by the doctor upon request during the video consultation.
The doctor will assess and may issue a medical certificate for conditions that are medically necessary.
You will get a notification email once the medical certificate issued by the doctor is available in the app.
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.
You are advised to be in a quiet, brightly lit, private room that you are most comfortable in. Have your NRIC available for verification prior to the start of the consultation.
Where possible and relevant, you should upload your medical report in Doctor-Online App, under “My PHR” tab prior to your video consultation for the doctor’s review.
We would recommend having the following devices on hand for use during the video consultation:
- Thermometer
- Torchlight or mobile phone with flashlight function (to illuminate and provide better visualization of the body part during the examination)
- Blood pressure machine
- Glucometer and documented blood sugar monitoring (for diabetics)
- Weighing scale
The common conditions suitable for a video consultation include but are not limited to the following:
Fever, Cough, Sore Throat or Laryngitis, Diarrhea/Vomiting, Flu/Cold, Sinusitis, Rash and skin conditions, Cold sores, Headache, Giddiness/Dizziness, Red eye, Constipation, urinary tract infection, dermatological conditions; and other non-emergent medical issues.
For symptoms that are not on the list, our doctors will make a clinical judgment based on their best assessment.
In general, you should consult a doctor in person or contact your local emergency services immediately if your medical condition falls within the following scope of conditions or otherwise cannot be diagnosed or treated without a physical consultation.
Emergency conditions include but are not limited to the following:
Chest pain;
Persistent bleeding or deep wounds etc.;
Severe difficulty in breathing;
Convulsions or seizures;
Severe abdominal pain;
Sudden numbness, weakness or slurred speech;
Suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation, limb weakness etc.
Doctor On-line’s services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency.
If the doctor determines that your conditions and symptoms are unsuitable for a video consultation, the doctor will let you know and will advise you to seek the appropriate follow-up actions. These actions may include but are not limited to the following:
Going to a general practitioner for a physical consultation,
Going to the nearest Accident & Emergency (A&E) department; or
Seeing a specialist with a referral letter prepared by the doctor.
A video consultation on Doctor On-line costs: RM20/consultation
Our consultation fees are exclusive of the cost of medication and delivery charges (where applicable).
At the end of your video consultation, you will be issued an itemized bill showing the total charges incurred, which would include the following:
- Consultation fees RM20;
- Cost of medication (if applicable);
- Delivery charges (if applicable)
- Referral Letter RM 10 (if applicable)
Our platform accepts online payment via all major credit cards, including VISA and Mastercard
You will have the option to save your payment details during your first checkout. To update your payment information, you can do so by inputting the new payment information during the next checkout.
Doctor On-line does not save or store credit card information provided by its customers. We utilize a secure payment gateway, Stripe.com, which handles and stores all credit card information securely. Our customers’ payment information is directly transmitted to and stored by the payment gateway, ensuring the highest level of data security and compliance with industry standards.
In such an event, you will have up to 3 minutes to re-connect to the doctor, failing which your video consultation will be terminated (at no additional charge).
If you are still unable to connect, please contact our Customer Support team at +6012 5166 358. We will be in touch as soon as possible to assist.
If you miss your appointment, please contact our Customer Support team at +6012 5166 358. We will be in touch as soon as possible to assist.
Once you have booked an appointment, you will not be able to cancel it. However, you can reschedule it to another available time slot. If you need to reschedule your appointment, please contact our Customer Support team at +6012 5166 358.
All medical doctors on our Doctor On-line platform are fully registered with the Malaysian Medical Council (MMC) and possess a valid Annual Practicing Certificate (APC). They also undergo a stringent screening and vetting process before they are accepted to join Doctor On-line.
Yes you can. However, we do not guarantee a prescription after your video consultation. The doctor will assess and recommend the best course of treatment, which may or may not involve the prescription of medication.
There is no obligation on you to purchase medication from us. During your video consultation, the doctor may, where medically appropriate, prescribe medication to you. You may, at your discretion, determine whether you wish to purchase any or all of the medication prescribed. Please note that you will not be able to cancel your medication order once you have completed the purchase.
For the avoidance of doubt, our consultation fees exclude the cost of medication and delivery charges. Please also note that any purchase of medication and delivery costs are strictly non-refundable.
| Yes, you may. You have up to 24 hours after your video consultation to purchase any medication. Please contact our Customer Support at +6012 5166 358. |
After the consultation, you will receive a notification when your medications are ready for purchase. Click on this notification to enter the app and make the payment.
Medication Delivery
| Our medication delivery coverage area includes major cities in all states of Malaysia. |
| Yes, a flat rate of RM10 will be charged. Kindly note that there will be redelivery charges if you miss the initial delivery. |
| Please call our Customer Support team at +6012 5166 358 as soon as possible if you need to change your delivery address. We will assist you with the update of the address. |
Our delivery hours are from 9am to 7pm. The cut off time for same-day medication delivery is 5pm. Orders received after the cut-off time will be scheduled for next day delivery.
After confirming your medications, your medications will be delivered to your preferred address. Please ensure that your given address is correct.
Please contact our Customer Support at +6012 5166 358 to arrange for medication re-delivery. Please note that there will be a re-delivery cost charge. We are unable to provide a refund for undelivered medications.