Frequently Asked Questions

Telemedicine in Indonesia is regulated under Ministry of Health Regulation Number 20 of 2019 on the Organisation of Telemedicine Services through Health Service Facilities. In April 2020, the Indonesian Medical Council issued KKI Regulation 74 on the use of medical treatment through telemedicine during the pandemic.

Doctor Anywhere is a regional tech-enabled, omnichannel healthcare company, on a mission to make healthcare simple, accessible, and efficient for everyone. Doctor Anywhere’s digital platform bridges gaps in the healthcare ecosystem through technology and innovation, enabling users to manage their health easily and effectively through the DA mobile app. Headquartered in Singapore and with a presence in six countries across the region, Doctor Anywhere now serves more than 2.5 million (and growing) users across Southeast Asia.

Our services include video-consultation of a locally-licensed practicing doctor within minutes anytime, anywhere, with medication delivered to doorsteps; health and wellness shopping on the DA Marketplace; and access to DA Network’s extensive list of healthcare providers, including doctors, specialists, clinics, hospitals, pharmacies, dentists, ancillary care, and more.

For our General Practitioner's video consultation service, anyone with non-urgent medical conditions is suitable. However, patients below the age of 16 years old must be accompanied by a parent during the video consultation.

Yes. Please create a separate account for your child. If your child is below 16 years old, please also be sure to accompany him/her during the video consultation.

Our service is available through our 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, and will require google play services installed in the device. IOS users would need to have iOS 9 or newer versions to install and use our app.

We are sorry to hear of your unpleasant experience. If you would like to share the details with us, please contact our Customer Support team at +62 21 2993 0969. We would like to hear from you and offer you assistance in any way we can.

Yes, we take confidentiality very seriously. Our platform employs end-to-end encryption to keep your information secure. Our patients' data and medical records are compliant with GR 71/2019, MCI Regulation 20/2016 and MCI Regulation 5/2020. These records are only accessible to healthcare providers directly involved in the patient's care, and to support internal processes.

Yes, we have a privacy policy. To find out more, please click on this link: https://www.doctoranywhere.co.id/privacy-policy/

Before you create an account, you must first download the Doctor Anywhere app through the Google Play or App store. Next, click on the app and choose to either login through your Facebook account, Google account, or by entering your details manually. Creating an account is free - you will only be charged when you consult a healthcare provider or make a purchase on our app.

To update your details, enter the app and click on the "Profile" tab at the bottom panel of the screen. Next, click on the "My Info" tab and select the item that you would like to update. Once you have updated it, click on the "save" button and your details will be updated.

To access your medical history and documents, click on the “history” tab and you will be directed to a page containing all your past medical records on the platform. You can filter it by document type, consultations, and purchases. To view your documents, click on the selected medical record to see more details, and scroll down to find your document. Click on “view” to view the document in-app and click on “email” to email the document to your registered email.

You can consult a doctor on our platform for diagnosis, medical advice and referrals relating to non-common illnesses, if suitable. Before each video consultation, you would need to fill in a pre-consultation survey which includes questions about your symptoms, health history and payment details. Our platform does not cater to serious conditions which require urgent medical attention at the nearest emergency department of the hospital. Our doctors are trained to identify urgent cases which are not suitable for video consultations. Our doctors will review each case within two minutes of each video consultation to assess whether it is suitable to carry out the consultation. If deemed unsuitable, the doctor will recommend you to go for a physical consultation either at his/her clinic or a clinic of your choice, and you will not be charged for the video consultation. All documents that have been issued by the doctor, such as medical certificates, referral documents as well as receipts, will be available in-app following each consultation.

Many common illnesses and chronic conditions can be effectively treated through a video consultation. The following are some of these medical conditions. For conditions that are not in the list, the doctor will assess your medical history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation. Common Illnesses: • Fever • Cough, sore throat or laryngitis • Diarrhoea / Vomiting • Flu / Cold • Sinusitis • Rash and skin conditions • Cold sores • Headache • Giddiness / Dizziness • Red eye Chronic Conditions: • Diabetes • Hypertension • Hyperlipidemia • Migraine • Gout • Dysmenorrhea • Chronic Back Pain • Other secondary diseases which may arise from the chronic disease conditions mentioned the above (e.g. Ischemic Disease, Peripheral Artery Disease etc.)

The following symptoms are some of the conditions that are not suitable for online consultations: • Breathlessness • Acute or severe chest pain • Actively bleeding or deep wounds or lacerations • Psychosis or delusions • Suicidal thoughts • Persistent vomiting • Severe abdominal pain • Inability to control bowel movements or urination • Severe headache or giddiness • Sudden onset numbness, weakness, or slurred speech • Fainting spells, presyncope, or syncope • Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness • Sudden loss of vision This list is not exhaustive. We would like to explain that Doctor Anywhere's services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 118 immediately.

We will need to verify your name and identity at the start of the consultation. Please have your identification card or passport number ready for the verification process. No prescription, referral or medical certificate can be issued to anyone who is not using a real identity or assuming a false identity. The doctor will need to verify your name and identity at the start of the consultation. Please have your identification card or passport ready for verification of your identity. Medical Equipment (Optional) The following equipment may be useful to have with you during the General Practitioner video consultation: • Thermometer to measure temperature • Pentorch or mobile phone with flashlight function to illuminate and provide better visualisation of the body part during the examination • Blood pressure machine to check blood pressure and heart rate • Glucometer for diabetics to check capillary blood glucose level or hypocount • Weighing scale to check weight • Any other equipment that you feel would be helpful for the consultation

You may use the electronic prescription from the Doctor Anywhere platform to purchase medications from the pharmacies, as regulated by the Indonesia Food and Drug Administration.

All medical doctors on our Doctor Anywhere platform are fully registered with the Indonesian Medical Council (Knosil Kedokteran Indonesia) and possess the valid practicing license from the local government authorities. They also undergo a stringent screening and vetting process before they are accepted to join Doctor Anywhere.

Yes, simply click on "search for a GP" and scroll through the list to select a provider. There is also a search bar available if you have the doctor's name or clinic name. You may also choose a provider that you have previously seek consultation with on Doctor Anywhere if he/she is saved on your "Favourite Providers" list. You can add a provider onto your favourite list by clicking the heart icon next to the appropriate doctor's profile.

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.

Major insurance companies may provide insurance plans that cover medical consultations through video consultation. Please check with your insurance provider if your plan covers this.

Our platform accepts online payment via all major credit cards, including VISA and Mastercard.

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.

Yes, our doctors can issue medical certificates for conditions that are medically necessary. After the video consultation, an electronic medical certificate will be available in-app, if the doctor has issued one for you.

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 askus.id@doctoranywhere.com.

If you miss your appointment, please contact us at askus.id@doctoranywhere.com. Our Customer Support team will be happy to assist you.

If you lose internet connection during your video consultation, please contact our Customer Support team at askus.id@doctoranywhere.com. We will assist you once we hear from you.

If there are no doctors available at your requested time, you can choose to book an appointment instead. Otherwise, please contact our Customer Support team at askus.id@doctoranywhere.com and we will assist you with appointment booking.

If the doctor determines that your condition is unsuitable, he will inform you accordingly and advise you to seek the appropriate follow-up actions. These actions may include: • Going to a general practitioner for a physical consultation • Going to the Accident & Emergency department of your nearest hospital • Seeing a specialist with a referral letter prepared by the doctor

An experienced and qualified doctor can still diagnose common non-urgent illnesses faced by the patient during a video consultation. This is usually done by assessing your medical history, symptoms you are currently experiencing and assessing your condition during the consultation. If the doctor feels that your condition requires further investigation, he will advise you to go for a physical consultation within two minutes of the video consultation. When this happens, the doctor will end the consultation and you will not be charged.

Our video consultation services are on an on-demand basis, which means you can request for a video consultation anytime you need it. Furthermore, you have the option of scheduling an appointment for a later time based on your preference.