Frequently Asked Questions

About ‘SGUNITED’

What is this about?

As the COVID-19 outbreak evolves, our mission to bringing healthcare home to you has never been stronger. Simply download the myEUDA app and enter ‘SGUNITED’ to enjoy teleconsultation.

What's the duration of 'SGUNITED'?

This benefit is open to everyone from 7th April 2020 to 1 June 2020. The myEUDA App is available during the following hours : Mondays to Fridays, from 9:00am to 6:00pm.

Who can enjoy this benefit?

Everyone, all members and non-members, Singaporeans and non-Singaporeans can download the myEUDA app. For foreigners, you can use a foreigner passport to register for a myEUDA account.

How do I use the 'SGUNITED' code?

Simply type the promo code ‘SGUNITED’ when your total bill is shown.

How many times can I use 'SGUNITED'?

You may use as many times for you or your loved ones.

Can my business/employees receive this benefit?

Yes, many businesses are facing unprecedented challenges amid this COVID-19 pandemic. We are here to help you and your team during this difficult period. Drop us an email at sales@kentridgehealth.com or fill in the demo form and we’ll get in touch shortly.

Seeing a doctor through video consultation

How much does it cost?

A typical video consultation costs a flat fee of $20.

How long should I expect to wait before the video consultation begins?

The waiting time is 5-10 minutes on average. 

Please note that during this COVID-19 situation, patients may experience longer than normal wait times. We appreciate your patience during this time.

What are the operating hours?

The myEUDA App is available during the following hours : Mondays to Fridays, from 9:00am to 6:00pm. We are working hard to extend operating hours during this period.

Can doctors prescribe medicine?

Yes, our doctors can. Your doctor will assess and recommend the best course of treatment, which may or may not involve the prescription of medication. Hence, we do not guarantee a prescription after your video consultation. Medicine and other documents (if needed) will be delivered direct to you within the day.

What kind of conditions are unsuitable for video consultation via myEUDA app?

In general, the below symptoms are some conditions that are not considered appropriate 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. myEUDA app’s services only address non-emergent medical 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 995 immediately.

What happens if I lose internet connection during the session?

Please contact us at +65 6268 6821 for assistance if internet connection is lost. To minimise connectivity issues, we would strongly recommend that you connect on Wi-Fi before your video consultation.

How does a video consultation work? What can I expect?

Register with myEUDA and provide your personal information. Once complete, you will be asked to fill in a pre-consultation survey which includes questions about your symptoms and health history (it will help your doctor treat or advise you better)

Before the start of the video consultation, please have your NRIC or passport ready to verify your identity.

At the start of your video consultation, our nurse triage will verify your name and NRIC/FIN/passport number which you would have provided on registration. He or she will review your condition and decide if there is a need for a physical examination. If there is, you will be directed to the nearest partner clinic.

If you’re suitable for video consultation, you will be directed to a doctor who will evaluate your symptoms/medical conditions and proceed to provide you with diagnosis, prescription, medical referral letter and/or medical certificate as appropriate. 

During the video consultation, you may share your health condition and seek medical advice from our doctor. Be assured that you will only be consulting doctors who are licensed to practise medicine in Singapore.

Please note that we will not cater to patients with serious medical conditions and emergency situations over video consultation.

What happens if I close the app while waiting?

Doing so will end your video consultation. If you do close the myEUDA app, kindly login again.

Can the doctor diagnose me over video?

The doctor can give diagnosis via video for non-urgent cases. The common conditions suitable for a video consultation on the app include but are not limited to the following: cough, common flu, diarrhoea, irritations and other non-emergent medical issues. If your case is deemed as more urgent, the doctor on call will advise you on the follow up actions like direct you to our nearest partner clinic for a physical consultation; providing you with a medical referral letter to see a specialist; going to the nearest A&E department or dialling 995.

Can doctors on myEUDA issue medical certificates?

Yes, doctors can issue medical certificates after assessment. After which, the medical certificate will be emailed to you. If you have not received your medical certificate, please do not hesitate to contact our customer hotline.

Can I claim the cost of my video consultation under my insurance plan?

Many insurance providers allow for claims under video consultation. However, do check with your respective providers to get more information.

Payment

Can I pay with cash?

Unfortunately, we only accept credit card payments.

How do I make payment?

Payment can be made via all major credit cards including Visa and MasterCard.

Medication Delivery

How is medication delivery charged?

A delivery charge of $5 will be levied as a token to our hardworking delivery personnel.

However, if initial delivery was unsuccessful due to failed verification of patient or by any other reason, a surcharge of $20 will be imposed on every subsequent trip made.

Please ensure the verified patient is ready and on hand to receive medication.

How is verification for medication delivery done?

Delivery personnel will only hand medication to the verified patient. Please produce a photo identity in order to verify your identity and receive medication.

In the case where verification cannot be made or if by any other reason delivery of medication is unsuccessful, a $20 surcharge will be imposed for every subsequent trip made to deliver medication.

What happens if I need to change my medication delivery address?

Please contact us at +65 6268 6821 if you need a change of address and we will assist you.

How is medication delivered?

Medication is delivered to the indicated address in your myEUDA account.

What if I am not able to receive my medication?

You can assign someone else to collect your medication on your behalf. For security reasons, only the patient or his/her authorised person or (in the case of a minor) the patient’s parent/guardian or his/her authorised person can collect the medication package. Delivery personnel will hand medication over when a photo ID of the recipient is produced. Please prepare your photo ID beforehand.

Medical Records, Privacy & Confidentiality

Are my personal information and records safe?

We take patient privacy & confidentiality very seriously. All patient data, medical records and payment details provided to us via the app are stored securely.

Is recording of video consultation allowed?

Any recording, whether video and/or audio of a video consultation on the myEUDA app, in whole or in part, by the patient, administrator, doctor, is strictly prohibited. Any violation of the foregoing constitutes a breach of privacy and confidentiality laws between the doctor and the patient.

For Businesses

How can I find out more for my business?

Simply fill in the form under ‘Demo’ and we’ll get in touch with you shortly to understand your healthcare needs. Alternatively, drop us an email at sales@kentridgehealth.com.

Can my employees receive 'SGUNITED' consultation?

Yes, many businesses are facing unprecedented challenges amid this COVID-19 pandemic. We are here to help you and your team during this difficult period. Drop us an email at sales@kentridgehealth.com and we’ll get in touch shortly.

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