How sure am I that I’ll get an accurate assessment if the doctor can’t see me?

KonsultaMD doctors are trained to provide primary medical advice on basic healthcare and permissible medication over chat. Please note that they only provide initial assessment, and should not replace physical assessment. Rest assured that the doctor who will handle your chat session will inform you if there is a need to have a face-to-face consultation with a doctor.

Membership

Who is eligible to become a member of KonsultaMD?

Anyone who is eighteen (18) years old or above.

Dependent

Can someone under eighteen (18) years old consult a doctor on KonsultaMD?

Yes, as long as the dependent is accompanied by a parent or a guardian who is a KonsultaMD member during the consultation. He/she must be listed as a dependent of the KonsultaMD member.

What services are available to patients under eighteen (18) years old?

KonsultaChat, Mental Health, Fast Pass, Regular Video Consult, Regular Voice Consult

Simply follow these steps prior to your consultation:

1. Add the patient as a minor dependent to your account through the My Dependents section found in your Profile page.
2. Choose the consultation option required by the patient.
3. When booking the consultation, you will be asked who the consultation is for.  Click the Change link and select the correct patient.
4. Continue to fill in the rest of the details as necessary.
5. Proceed with the check out step to complete the booking process.

How do I add my dependents?

You may create a separate profile for your dependents by following these steps:

1. Log in using the primary account’s mobile number.
2. Tap the profile icon in the upper-left section of the home screen.
3. Select the My Dependents menu item.
4. Tap on the Add New Dependent button at the bottom of the screen.
5. Fill out the necessary information, then tap the Save button to finish.

How can my dependents do a video consultation using the app?

Dependents can do video consults in just a few steps:

1. Log in using the primary account’s mobile number.
2. Click TALK TO A DOCTOR.
3. Click VIDEO CALL.
4. Select WHO IS THIS CONSULTATION FOR
5. Select the dependent profile you want to use.
6. Click continue to proceed to the consultation flow
7. Input reason for calling a doctor.
8. Your dependent can now start consulting a doctor.

Health Plan

How do I purchase a KonsultaMD Health Plan?

You may purchase a Health Plan directly through the mobile application. Here's how:

1. Download the KonsultaMD mobile application from the Google Play Store or the Apple App Store.
2. Register using your mobile number and create your profile.
3. Navigate to your Profile page by tapping on the profile button found in the upper left part of the home screen.
4. Tap on the Plans & Subscriptions menu item.
5. Select the Health Plan from the list available and tap on it to view the details.
6. Tap on the Subscribe Now button at the bottom of the page.
7. Select your payment method.

What are the available Health Plans on KonsultaMD?

1.    KonsultaPlus

●      Unlimited KonsultaChat Consults

●      Exclusive Discounted Vouchers on On Demand Consult Products

Vouchers

I have a voucher code, how do I use it?

You may use the code by following these steps:

1. Select the service (Consultation booking, medicine purchase, etc.) where your voucher code is applicable within the app.
2. Proceed to the checkout step of your booking or ordering process.
3. Enter the voucher code by clicking on the “Apply Promo Code” button and typing the code you have in the text box.
4. Voucher code discount or entitlement will be applied to your final payment details baked on its validity.

Note: Voucher codes provided by KonsultaMD partners are subject to the terms and conditions set forth by the partner.

Can I apply multiple voucher codes at the same time?

Only one (1) voucher code may be applied to a transaction at a time.

 Doctors Consultation

Pay Per Consultation

Can I select a doctor when I call?

Due to the volume of calls, selecting a doctor of your choice is currently not allowed. Rest assured that all KonsultaMD doctors are well-trained to take your call.

In the near future, we’ll be having a new feature that allows you to choose your doctor so watch out for that!

1.    KonsultaChat

What is KonsultaChat?

KonsultaChat allows you to consult with a general physician or a psychologist over chat. A session with a general physician costs P199, while a session with a psychologist costs P399.

Is there a time limit or message limit to the chat service?

There are no time and message limits when you use your KonsultaChat service. Chat sessions for this service are ended by KonsultaMD once the doctor does not receive a response from you after 30 minutes as our doctors are able to provide the best service to all waiting users.

Can you issue medical certificates for fit to work via KonsultaChat?

Yes, KonsultaMD may issue medical certificates for fit to work at the discretion of the attending physician. The issuance of the medical certificate will depend on the information gathered by the doctor from the consultation and adheres to KonsultaMD’s guidelines.

2.    Fast Pass

What is a Fast Pass?

Fast Pass is a premium VIP lane for KonsultaMD’s video consults. For only P500 per consult, you can consult a general physician with a waiting time of less than 5 minutes guaranteed or we refund your money back to you.

3.    Mental Health Support (Video and Chat Consultation)

What is Mental Health Support?

Mental Health (MH) Support offers 24/7 online consultation with KonsultaMD’s licensed mental health counselors over chat or video call, no appointment needed. Choose from either a video consultation for only P600 or a chat consultation for P399.

These mental health counselors will work closely with you on the possible direction of your mental health journey and develop an appropriate care plan for your mental health. If you would like to consult with a psychologist or psychiatrist, you may do so through a scheduled booking in the “Talk to a Mental Health Specialist” section.

What’s the difference among the different mental health professionals?

During your Mental Health Support consultation that is on-demand, you will be talking to an available mental health counselor. To help you prepare for your consultation, here are are some important differences between the different types of mental health professionals namely mental health counselor, psychologist and psychiatrist:

How long is the duration of the Mental Health Support consultations?

This will depend on your concern but each consultation for both video and chat lasts for a maximum of 30 minutes per session.

What will I get from a Mental Health Support consultation?

Your assigned mental health counselor will be able to provide answers to your mental health concerns and needs. They will work closely with you on the possible direction of your mental health journey and develop an appropriate care plan for your mental health.

Is there a difference between a Mental Health Support Video Consult and KonsultaChat?

Through Mental Health Video Consult, you will have the opportunity to see your mental health counselor through an online face-to-face webcam while KonsultaChat allows you to express your thoughts and feelings to the counselor through a chat box. Both services are available 24/7 with a mental health counselor, no appointment needed.

For on-demand mental health support, can I select the type of mental health counselor I want to consult with?

Due to the volume of calls, selecting a mental health counselor of your choice is not available. Rest assured that all KonsultaMD staff are competent, licensed and well-trained to take your call or chat consultation.

For psychologists and  psychiatrists, you may schedule a booking in the “Talk to a Mental Health Specialist” section.

I availed the Mental Health Support. Can I get a diagnosis?

Our Mental Health Counselors can help you with your basic mental health concerns. Should there be a need for further psychological assessment, the Mental Health Counselor may refer you to a specialist. The specialist can range from a psychologist or psychiatrist and will be chosen according to your needs.

Can an online mental health counselor provide e-medical certificates and psychiatric medication?

Mental health counselors cannot provide medical certificates but can refer you to a psychiatrist for psychiatric medication as needed.

For e-medical certificates, you would need a separate appointment with a psychologist or psychiatrist.

I want to speak with someone, but I am not clinically diagnosed with any mental health problems. Should I still avail of this service?

Definitely! Through mental health support, you can also learn more about yourself, your well-being, self-care and more with regard to your mental health.

Scheduled Consultation

How do I select a doctor?

In order to select a doctor for a scheduled consultation, you may go through the doctor’s list in the specialization that you want to select the doctor that you want to consult with.

After selecting a doctor, you can also select what kind of service you want from them.

How do I book a consultation with my doctor?

1. Select a doctor
2. Select a video later consultation
3. State your reason for consulting with the doctor
4. Select a time and date that you want to consult with your doctor
5. Pay for your consultation
6. Wait for your doctor to accept your request.

What happens if the doctor does not accept my request for a consultation.

Your doctor will need to accept your request at the latest 2 hours before your appointment. If your doctor declines your request, you will be refunded the full amount that you had paid within 24 hours.

What if I need to cancel my appointment?

You can select the cancel appointment button in your confirmed booking’s page in order to cancel your appointment. Please do note that if you cancel less than 12 hours before your consultation you will receive a partial refund corresponding to half the amount you had paid. Past that, you will get a full refund.

What if my doctor cancels my appointment?

If your doctor cancels your appointment, you will receive a full refund.

How do I enter the consultation room?

You will receive a notification when you are able to enter your waiting room 10 minutes before the start of the consultation. In order to enter the consultation room, you will need to go to the activity page and click on the “Start Consultation” button.

I accidentally disconnected, how do I reenter the room?

In order to reenter the consultation room, you will need to go to the activity page and click on the “Start Consultation” button. Your room will remain open while your doctor has not yet sent you your medical certificate.

On-Demand Consultation

How do I select a doctor?

In order to select a doctor for a scheduled consultation, you may go through the doctor’s list in the specialization that you want to select the doctor that you want to consult with.

After selecting a doctor, you can also select what kind of service you want from them - either a chat now or a video now.

How do I book an on-demand consultation?

1. Select a doctor
2. Select a video now or chat now consultation
3. State your reason for consulting with the doctor
4. Wait until the doctor responds to your request
5. If the doctor has accepted your request, you will be sent to the payment screen
6. Pay for your consultation
7. Wait for the doctor to enter the waiting room.

How long do I have to pay for the consultation?

After the doctor responds to your request, you have 5 minutes to pay for the consultation before you will need to request for the doctor again.

Bundles

1.    KonsultaCare

What is KonsultaCare?

KonsultaCare is a 7-day prioritized monitoring program for people that have COVID-19 or other viral illnesses that need consistent medical assistance from general physicians. The package ensures the person’s wellbeing during isolation.

What are the illnesses covered by KonsultaCare?

You may use KonsultaCare to monitor the following illnesses:

●     COVID-19

●     Chicken Pox

●     Monkey Pox

●     Shingles

●     Measles

●     Dengue

●     Asthma

●     Pneumonia

What are the benefits of KonsultaCare?

1. Unlimited Fast Pass Consultations. The patient has unlimited priority video consultations via Fast Pass with a General Physician for 7 days.
2. Medical Certificate and Fit to Work Clearance. Medical documents will be issued upon proof of recovery.

How do I buy a KonsultaCare package?

1. Purchase the KonsultaCare Package on the KonsultaMD website
2. A voucher code will be sent immediately via SMS to the KonsultaMD registered mobile number upon successful payment
3. Enter the voucher code in the KonsultaMD app
4. Consult with a General Physician as needed over the course of 7 days
5. Once the patient presents proof of recovery on the 7th day, the doctor will issue a Medical Certificate and Fit to Work Clearance

When do you issue Medical Certificates for Fit for Work?

KonsultaMD will issue the patient’s medical certificate for fit to work once the patient presents a valid proof of recovery to the doctor during the consultation. Please note that issuance of the medical certificate will depend on the information gathered by the doctor from the consultation and if it follows KonsultaMD’s guidelines.

What documents are presented as Proof of Recovery?

Proof of recovery documents will vary depending on the illness that the patient is being monitored for but in general, the following documents will be accepted:

●     Negative COVID-19 Test Result from an accredited testing center (Antigen or RT-PCR, depending on the doctor’s instruction)

●     Laboratory tests

●     Other documentation required by the doctor

Note: Results from Do-It-Yourself and Self-Testing kits will not be accepted.

What happens if the patient can provide a negative test result prior to the 7th day of monitoring?

The patient may submit the negative test result prior to the 7th day of monitoring, but the patient will still be able to consult with a doctor for the duration of the package.

What happens if the patient is still COVID-19 positive or still sick after the 7th day of monitoring?

The doctor will tell the patient that they need to purchase another KonsultaCare package should they wish to have continued access to consult a doctor.

Will my KonsultaCare expire?

You may buy KonsultaCare now then activate it anytime you need it. Input the voucher code in the app when you need it and the 7 day count will only start after your first successful consultation.

I already called and consulted a doctor. Can I call again to get a second opinion from another doctor?

Definitely! Voice consults are unlimited so you can call as many times as you want. While there is no full guarantee that your call will be routed to another doctor right away, you can always try to call again another time and get a second opinion from another KonsultaMD doctor.

Concierge Service

What is KonsultaMD Concierge?

KonsultaMD Concierge is a chat feature that allows you to speak with a Medical Concierge to book Medicine Delivery and At-Home Lab Tests during your preferred schedule. One time payment of Php 200 gives you unlimited access to Concierge Chat for 30 days. The Php 200 excludes fees for medicines, delivery, lab tests, and professional services.

Availability and Usage

Can I have services booked via KonsultaMD Concierge for someone else?

Yes, you can have the Concierge book for someone else. They do not need to be enrolled as your dependent. You can book for someone else as long as you have the necessary document/s to avail of the service (i.e. Lab Test Request for Lab Test).

Service Availability

When can I chat with the Concierge?

Our Concierge Team is available 7 am to 10 pm, Monday to Friday. Any messages sent beyond those hours will be answered as soon as our operations resume.

For Medicine Delivery, the cut off for same day orders is at 4 pm, Monday to Friday. Any orders made beyond 4pm will be accommodated during the next operational day.

What are the serviceable areas for medicine delivery and at-home lab tests?

At present, KonsultaMD Concierge is available within Metro Manila only.

Medicine Delivery

How can I order medicines via the app?

To order medicines via the mobile application, simply follow these steps:

1. Select PHARMACY on the homepage
2. A prompt will appear to confirm your location. Enter as accurately as possible.
3. Shop for your desired items
4. Check out and proceed to payment

I ordered Medicines via the app. When should I expect to receive it?

Operating hours of Medicine delivery service is between 9am to 5pm, from Monday through Sunday. Orders placed in the app before 5pm will be delivered on the same day. Any orders made beyond 5pm will be accommodated as soon as the operations resume the next day.

Can I upload a prescription?

Customers can upload their prescriptions upon ordering. If the customer has an existing prescription in the app, the customer can upload the prescription from ‘Saved’ prescriptions.

What will happen if an item from my order is not available?

During ordering, customers will be shown options if product is not available: (a) Replace product with another item, (b) Cancel the entire order, or (c) Remove item from order.

If the customer chooses to replace the product with another item, product replacement options will be shown related to the initial product ordered.

Can I cancel my Medicine Delivery request?

Customers can cancel the order in the app if the order has not been accepted by a store. Once a store has acknowledged the order, the customer will no longer have the option to cancel.

Account-Related Questions

Account Management

If I change my mobile number, what will happen to my KonsultaMD Health Plan?

Your Health Plan may get suspended, so we encourage you to contact our Wellness Representatives through the hotline at (02) 7798 8000 or e-mail us at help@konsulta.md. You may also chat with us on our Facebook page.

I am not a Globe user. Can I still be a KonsultaMD member?

Yes, KonsultaMD is available for all networks. We encourage you to become a Globe/TM customer so you can enjoy consulting our doctors for voice calls with NO call charges.

E-Medical Documents

If I require a prescription medication that requires S2 License, will KonsultaMD be able to prescribe?

No, KonsultaMD doctors cannot prescribe medication that requires S2 license since this type of medication warrants a face-to-face consultation and/or requires diagnostic examinations prior to prescribing.

Do you issue Medical Certificates for Fit to Work?

Yes, KonsultaMD may issue medical certificates for fit to work at the discretion of the attending physician. The issuance of the medical certificate will depend on the information gathered by the doctor from the consultation and if it follows KonsultaMD’s guidelines.

Resolving Issues

What will happen if the consultation gets cut?

Simply log into the app again and click the service you were using to continue your consultation.

In case the consultation does not get completed, users may request a refund by calling the hotline at (02) 7798 800 or by emailing us at help@konsulta.md. We will validate your refund request within 48 hours.

I got busy and forgot to respond to the doctor. Why am I being prompted to pay again when I click the KonsultaChat tile on the dashboard?

To ensure that our doctors are able to respond to all waiting users, chat sessions will be ended and closed if the doctor does not receive a response from the patient after 30 minutes from the last message sent by the doctor.

What happens if no one is responding in the service I availed of?

Our doctors or concierge team are notified as soon as you start messaging. If a doctor or concierge suddenly doesn’t respond due to valid reasons (e.g. connectivity issues), someone new will be assigned to attend to you after 30 mins.

Security and Confidentiality

How can I be assured that I am talking to a licensed doctor?

KonsultaMD screens all its applicant doctors and ensures that these doctors have a PRC license prior to hiring. KonsultaMD also conducts rigorous training for its licensed doctors for their continuing medical education (CME) to maintain their competence in providing quality healthcare for you.

Note: CME is the process by which health professionals engage in activities or webinars to support their continuing professional development.

Are all consultations secure and confidential?

All consultations are 100% secure and confidential. By law and ethics, doctors are bound to maintain the confidentiality of each session.

We highly prioritize doctor-patient confidentiality, so we’d like to remind patients that taking screenshots, recording, and disclosing private conversations involving personal data, such as names or addresses, or other sensitive materials, without the consent of the involved parties is strictly prohibited.

Our Concierge Team will only access your Prescription, and Lab Test Request upon your explicit consent.

Payment and Charges

What are the accepted payment methods available in the KonsultaMD application?

●      Credit Card

●      Debit Card

●      GCash

Do you accept Senior Citizen or PWD ID for discounts?

Users may attach their Senior Citizen or PWD ID to avail of any eligible discounts on their bookings or purchases. They may add any IDs they want to use in the Saved IDs menu of their Profile page.

Once they have added an ID, they can select it for attachment during the checkout page of a booking or purchase under the PWD/SR ID section. It will then be sent to and reviewed by the doctor or provider after the payment has been processed.  Please note that discounts will still be subject to verification by the doctor or provider and will need to be refunded afterwards for straight payments. 

Are there call charges when I call the hotline?

See table below for the applicable call charges:

Notes:

●     NDD - National Direct Dialing

●     Calls from outside the Philippines are charged International Direct Dialing (IDD) Rates