You are here

HomeTelemedicine Service - Frequently Asked Questions

Telemedicine Service - Frequently Asked Questions

Eligibility

Who is eligible to use the telemedicine services at HKSH Medical Group (“HKSH”)?
  • Any individuals who are currently located in Hong Kong are eligible for family medicine or specialist telemedicine services, provided that their health conditions are suitable for tele-consultation (please refer to the "Guideline for Conditions Not Suitable for Tele-Consultation").
  • For family medicine tele-consultations, patients have to be aged 12 or above
  • For certain specialist tele-consultations, eligibility may be restricted to existing patients who have previously received care from a doctor specialising in that particular field at HKSH, and both the patient and their attending doctors have mutually agreed that tele-consultation is feasible.

What other points should I take note of when scheduling an appointment?
  • Telemedicine services for eligible patients must take place in Hong Kong, unless special approval is granted for exceptional circumstances.
  • If the patient is under 16 years old, an accompanying adult (who must be at least 21 years old) must be present during the tele-consultation. The accompanying adult must present a valid identity card to the doctor at the beginning of the consultation.

Booking

How can I book for telemedicine services?
Please make appointment via our Telemedicine booking portal, or contact the corresponding centres via email or by phone , whereas appointment will be arranged subject to availability.

How can I ensure that my tele-consultation booking is confirmed?
Upon settling payment as instructed, you will receive an confirmation email with appointment details and link for the tele-consultation.

Can I make a booking for someone else?
Yes, you may make a booking for another person by providing the necessary information for their registration with their consent. However, once the booking is confirmed, it cannot be transferred to another person.

Payment

What is the fee for each tele-consultation?
Family Medicine and Primary Care Centre: HK$500

Please note that the fees for the tele-consultation do not cover the costs of prescribed medicines, delivery charges ($200 per delivery, if applicable), or the fees for any tests that may be ordered by the doctor during the tele-consultation. Therefore, additional charges may apply after the tele-consultation.

After the tele-consultation, you will receive an email with a payment link for any additional fees incurred.

What payment methods are accepted?
  • Credit and debit card: VISA, Master, American Express or Union Pay
  • Digital wallet: Visa Checkout
  • Others: Alipay or WeChat Pay

Can I make insurance claims or use the vouchers under the Elderly Health Care Voucher Scheme for telemedicine services?
Telemedicine services are not eligible for insurance claims or the use of health care vouchers.

Can I change or cancel my confirmed appointment?
Once the payment is made, the booking cannot be rescheduled, cancelled, transferred or refunded.

How can I get an official receipt for the tele-consultation?
The official receipt will be provided after the tele-consultation:
  • For patients who require delivery service, the receipt will be attached to the medications for delivery to the designated address.
  • For patients who choose to pick up medications in person, the receipt will be provided along with the medications.
  • For patients who do not require delivery or pick-up of medications, the receipt will be provided via email and/or mail after the tele-consultation.

Tele-consultation

How to prepare for the tele-consultation?
  • Prepare a computer, tablet or mobile phone with video and audio functions.
  • Ensure that the environment is well-lit and quiet, with a stable internet connection to avoid interruptions during the tele-consultation.
  • Log in the tele-consultation link at least 15 minutes before the scheduled appointment time.
  • Have your identification document ready, such as your Hong Kong Identity Card or travel document.
  • If you have any documents, photos or videos that may be useful for the tele-consultation, please make sure that they are of good quality and stored in the device, ready for uploading.

If I am unable to attend the tele-consultation at the scheduled time, am I eligible for a refund?
If you are unable to attend the tele-consultation at the scheduled time (after 3 attempts to connect with you), the booking cannot be rescheduled or refunded.

Will the tele-consultation sessions be recorded?
The tele-consultation session will be recorded by HKSH as part of the patient's [check the apostrophe] medical records. Patients are not allowed to record or take video of the tele-consultation without prior notification and consent of HKSH and/or the doctor attending the tele-consultation.

Can I get a medical certificate or sick leave letter after the tele-consultation?
Sick leave letters and other medical certification letters will be issued based on individual patient's condition and eligibility.

Can I request a refund if the doctor recommends a face-to-face session because they were unable to confirm the diagnosis during the tele-consultation?
During a tele-consultation, the medical diagnosis is primarily reliant on the information and medical conditions presented through the video consultation, as physical assessment is not feasible. As a result, there may be situations where the doctor cannot confirm the diagnosis definitively. In such cases, patients may be recommended to schedule a face-to-face follow-up session. It is important to note that the consultation fee paid for the telemedicine service will not be refunded, while additional fees may be incurred for the face-to-face consultation.

Medications

If medications are prescribed after the tele-consultation, how can I collect them?
For collection of the medications, you may choose to pick up the prescribed medicines in person, or you may select the DeliveryMed Service at a fee of HK$200 per delivery. The DeliveryMed Service is only applicable for prescribed medications and arranged by the Pharmacy of HKSH. Please note that this service does not cover the delivery of emergency or dangerous drugs, and certain drugs that require the signing of consent forms in person, including but not limited to hormonal therapy, chemotherapy and targeted therapy.

Can I authorise a third party to collect the medications on my behalf?
Yes, you may authorise a third party to pick up the medications on your behalf. The authorised person is required to present either the original or a copy of your identification document upon collecting the medications at the designated clinic.

Are delivery and pick-up services available in remote areas?
DeliveryMed Service is currently not available in the following areas:

New Territories: Brides Pool, Mong Tseng Wai, Nim Wan, Sheung / Ha Pak Nai, Nam Sang Wai, Lung Kwu Tan, Lady MacLehose Holiday Village, Wong Shek Pier, High Island Reservoir, Sha Tau Kok, Tai Au Mun, Tai Mong Tsai, Pak Tam Chung, Kam Shan, Yung Shue O, Tseng Tau, Ma On Shan Tsuen, Po Toi O, Ta Shek Wu, Luk Keng, Wu Kau Tang, Sheung Shui Wa Shan, Ta Kwu Ling and Sandy Ridge.

Islands: Ngong Ping, Tai O, Tong Fuk, Mui Wo, Tung Chung Road, Pui O, Tai Long Wan Village, Asia Expo, Ma Wan, Hong Kong Disneyland, Hong Kong-Zhuhai-Macao Bridge Hong Kong Port, Discovery Bay, Siu Ho Wan, Cheung Chau and all outlying islands.

Others: Frontier Closed Area, Lo Wu, Lok Ma Chau and Man Kam To.