Frequently Asked Questions

We are a digital healthcare provider offering telemedicine video consultations via an on-demand mobile platform known as the WhiteCoat App. Such services are provided in a regulatory sandbox with the Ministry of Health of Singapore.

Our doctors are able to assist you with:

1. common acute conditions and related signs;
2. chronic disease management;
3. travel medication advice;
4. discussions on laboratory results; and
5. advice regarding sexual health or contraception.

WhiteCoat is suitable for everyone who is seeking (i) treatment for non-emergent medical issues; or (ii) advice or a second opinion on a pre-existing condition.

However, if you are below the age of 16, you must be accompanied by an adult (your parent / guardian) during your video consultation at all times. You must also be registered under your parent’s / guardian’s WhiteCoat account prior to commencement of your video consultation.

A person who is below the age of 16 seeking a video consultation on the WhiteCoat App must be accompanied by an adult (parent / guardian) during the video consultation at all times. Such minors must also be registered under their parent’s / guardian’s WhiteCoat account prior to commencement of the video consultation.

As the duration of each video consultation varies, the waiting time will depend on the number of patients ahead of you in the online queue. 

WhiteCoat operates daily (including Public Holidays) from 8AM to 12AM, while medication delivery is available until 3AM daily.

Yes, our physical GP clinic is a licensed medical clinic under the Private Hospitals and Medical Clinics Act.

Our physical GP clinic is at 201 Henderson Road, #05-11/12, Apex @ Henderson, Singapore 159545.

A video consultation on the WhiteCoat App is conducted real-time between a patient and a doctor who is SMC-registered and licensed to practise medicine in Singapore.

Once you have selected your doctor and joined the queue, feel free to navigate away from the WhiteCoat App to attend to other matters. The WhiteCoat App will notify you when the doctor is available and you may then initiate your video consultation.

Our doctors will evaluate your presenting symptom(s) and / or pre-existing medical condition(s) and first determine based on their best assessment whether it is safe to proceed with a video consultation in the given circumstances.

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 inform you accordingly and will advise you to seek the appropriate follow-up actions for continuity of care before ending your video consultation.

Yes you may. However, we do not guarantee a medical certificate following your video consultation. The doctor will assess and recommend the best course of treatment, which may or may not involve the issuance of a medical certificate.

Yes, you may. The WhiteCoat video consultation service is available outside of Singapore. However, we do not provide medication delivery services outside of Singapore.

Where possible and relevant, you should take photographs of your condition, e.g. infection, skin problem or wound, recent medical records and / or latest laboratory results. Upload these via the “Upload Image” function on the WhiteCoat App prior to your video consultation for the doctor’s review.

Where available and medically appropriate, we would recommend having the following equipment on hand for use during the video consultation:

1. thermometer;
2. blood pressure machine;
3. glucometer (for diabetics);
4. weighing scale; or
5. torchlight.

You may also record your vitals before your video consultation and have them ready for the doctor.

The common conditions suitable for a video consultation on the WhiteCoat App include but are not limited to the following:

1. flu, cough, cold or sore throat;
2. fever, or headache;
3. diarrhoea, constipation or vomiting;
4. rash, or cold sores;
5. conjunctivitis;
6. urinary tract infection;
7. dermatological conditions; and
8. other non-emergent medical issues.

For symptoms that are not found in the list above, our doctors will make a clinical judgement based on their best assessment.

Aside from video consultations for common primary healthcare symptoms, you can also (i) obtain assistance with management of chronic medication illnesses (including chronic medication refills); (ii) obtain travel medication; (iii) have a conversation to clarify your latest laboratory results; or (iv) seek advice regarding sexual health or contraception.

With regard to chronic disease management, we are able to prescribe medication for hypertension, hyperlipidemia, diabetes, and such other secondary diseases which may arise from such chronic disease conditions. Under our current policy, each patient must provide us with their latest health screening results (which must be uploaded via the “Upload Image” function on the WhiteCoat App for verification purposes) to be eligible.

The WhiteCoat App is intended to handle non-emergent medical issues.

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:

1. emergency conditions;
2. non-minor conditions;
3. chronic conditions which have not been previously diagnosed by a doctor; and
4. any condition deemed during a video consultation to be in need of a physical consultation for further clarification, examination, diagnosis and / or treatment.

Emergency conditions include but are not limited to the following:

1. chest pain;
2. persistent bleeding or deep wounds etc.;
3. severe difficulty in breathing;
4. convulsions or seizures;
5. severe abdominal pain;
6. sudden numbness, weakness or slurred speech; and
7. suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation, limb weakness etc..

For symptoms that are not found in the list above, our doctors will make a clinical judgement based on their best assessment.

In addition, you may be directed to see a doctor in person if you require the following health services or medication:

1. laboratory tests;
2. imaging modalities;
3. health screenings;
4. radiology services;
5. smear tests and other procedures;
6. vaccinations; and
7. controlled or restricted medication.

If the doctor determines that your symptom(s) and / or pre-existing medical condition(s) are unsuitable for a video consultation, the doctor will let you know and will advise you on the appropriate follow-up actions for continuity of care. Such actions may include but are not limited to the following:

1. going to a GP or our clinic premises for a physical consultation;
2. going to the nearest Accident & Emergency (A&E) department;
   dialling 995; or
3. providing you with a medical referral letter to see a specialist.

The consultation fees associated with a video consultation via the WhiteCoat App are set out below:

Our consultation fees are exclusive of cost of medication and delivery charges (where applicable), and GST.

At the end of your video consultation, you will be issued an itemised bill showing the total charges incurred, which would include the following:

1. consultation fees;
2. cost of medication (if applicable);
3. delivery charges (if applicable); and GST.

We accept online payment via all VISA and MasterCard debit / credit cards.

Payment for your video consultation, cost of medication and delivery charges (if applicable), as well as GST, will be charged to the debit / credit card linked to your WhiteCoat account only at the end of your video consultation.

If you wish to change or add a payment card, tap on the “More” tab > “Payment Methods”.

The WhiteCoat video consultation service is available via the WhiteCoat App on Android and iOS enabled mobile devices.

For Android devices, you will need to have at least Android 4.4 and above installed on your device to install the WhiteCoat App.

For iOS devices, you will need to have at least iOS 9 and above installed on your device to install the WhiteCoat App.

The WhiteCoat video consultation service works best when using Wi-Fi connection.

Yes, you can use a non-Singapore registered mobile number to register for a WhiteCoat account.

As an added security measure to reduce the risk of online identity theft, One-Time Passcode (OTP) verification is required as part of the registration process. We will generate a single-use passcode which is sent to your mobile number to authenticate your identity.

Yes, you will be able to use a foreign passport to register for a WhiteCoat account.

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 let us know by dropping us a note at [email protected] or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us” and our customer support team will be in touch as soon as possible to assist.

To minimise connectivity issues, we would strongly recommend that you connect on Wi-Fi before your video consultation.

In such an event, please ensure that you have allowed WhiteCoat to access your microphone and camera. You can do this in the “Settings” section of your mobile device.

Please also ensure that you have a strong Wi-Fi or 4G connection.

If you are still unable to connect, please let us know by dropping us a note at [email protected] or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.

Yes you can. If you prefer, you also have the option of consulting with the next soonest available doctor on the WhiteCoat App.

Yes, they are. WhiteCoat is committed to providing all patients with uncompromised quality of care. All of our doctors (i) are registered with SMC; (ii) are certified by the WhiteCoat credentialing panel comprising qualified healthcare practitioners with experience in primary healthcare and / or speciality fields; and (iii) have undergone rigorous screening, training and credentialing.

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. All prescribed medication will be shown to you on the WhiteCoat App and 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, delivery charges (where applicable), and GST. 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 which has been prescribed to you by our doctors via the WhiteCoat App. You may do so through the WhiteCoat App via: “History” tab > “Last Consult” > “Reactivate Payment”. You will then be directed to your prescription, where you may proceed to complete your medication purchase.

Once 24 hours have passed, no further medication purchase will be permitted unless you have obtained a new prescription from our doctors.

WhiteCoat is committed to providing all patients with safe and appropriate care, and our prescribing policies are constantly reviewed to adhere to best medical practices. This means that a medication that was previously prescribed by us may no longer be available. In such an event, our doctors will discuss and recommend you alternative treatment options.

At the moment, our doctors are unable to prescribe certain controlled medication that could be addictive or subject to misuse through a video consultation via the WhiteCoat App. We apologise for any inconvenience caused.

All medication dispensed and delivered to you shall be packed and fully sealed in a tamper-evident package.

Upon collection of your medication package, you should check to ensure that:

1. the name on the medication package is correct;
2. the medication package has not been tampered with, defaced or torn; and
3. the medication in the medication package matches those prescribed to you by the doctor.

If you have received an incorrect package, or a package which has been tampered with, defaced or torn, do not consume the medication and let us know immediately by dropping us a note at [email protected] or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.

Yes, we do. We are able to prescribe medication for hypertension, hyperlipidemia, diabetes, and such other secondary diseases which may arise from such chronic disease conditions. Under our current policy, each patient must provide us with their latest health screening results (which must be uploaded via the “Upload Image” function on the WhiteCoat App for verification purposes).

In line with our commitment to offering all patients a convenient and improved end-to-end healthcare experience, you will have the option to purchase medication prescribed by our doctors via the WhiteCoat App and have them delivered to you at an address of your choice.

In order to receive your medication from our delivery specialist, you will be required to present your NRIC / FIN card, driving licence or passport together with your unique QR code / Delivery code, which you may access on the WhiteCoat App via: “History” tab > “Delivery Status”.

For the avoidance of doubt, our consultation fees exclude the cost of medication, delivery charges (where applicable), and GST. Please also note that any purchase of medication and delivery costs are strictly non-refundable.

Yes, you may. However, 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.

Accordingly, if you are unable to collect the medication package personally, please appoint your authorised person to do so on your behalf through the WhiteCoat App via: “History” tab > “Delivery Status”.

WhiteCoat takes patient confidentiality and security very seriously and to that end, has implemented stringent protocols so that our users never have to worry about getting the wrong medication package.

With your NRIC / FIN card, driving licence or passport and your mobile phone, our delivery specialists are able to complete the validation and verification process and ensure that medication packages are delivered safely to the correct patients.

You may change your delivery address or timeslot through the WhiteCoat App via: “History” tab > “Delivery Status”.

If our delivery specialist has already been dispatched, you will incur additional delivery charges per re-delivery.

Your delivery specialist will always try to contact you when they have arrived at your delivery address and will wait for up to 10 minutes before leaving.

If a second delivery is required, you will incur additional delivery charges per re-delivery.

You are required to prepare (i) your NRIC / FIN card, driving licence or passport and (ii) your mobile phone. This is required in order for our delivery specialists to complete the validation and verification process and ensure that medication packages are delivered safely to the correct patients.

Upon collection of your medication package, you should check to ensure that:

1. the name on the medication package is correct;
2. the medication package has not been tampered with, defaced or torn; and
3. the medication in the medication package matches those prescribed to you by the doctor.

If you have received an incorrect package, or a package which has been tampered with, defaced or torn, do not consume the medication and let us know immediately by dropping us a note at [email protected] or through the WhiteCoat App via: “”More”” tab > “About Us” > “Contact Us”.

WhiteCoat reserves the right not to release the medication package if the above items are not present at the point of collection.

We keep an up-to-date record of all your medical information commencing from your first video consultation via the WhiteCoat App. You will be able to access this information through the WhiteCoat App via the “History” tab.

We take patient confidentiality very seriously. All patient data (including payment details) and medical records provided to us via the WhiteCoat App are securely stored.

Any recording (be it audio or video) of a video consultation on the WhiteCoat App, in whole or in part, by the administrator, the patient or the doctor, is strictly prohibited.

Any violation of the foregoing constitutes a breach of privacy and confidentiality laws between the doctor and the patient.

In line with best medical practices, clinics often require a NRIC / FIN card or a driving licence for the purpose of identifying the patient and maintaining his / her accurate, complete and up-to-date medical records.

Likewise, WhiteCoat is no different. We request for a copy of your NRIC / FIN card, driving licence or passport as part of our one-time registration process so that we can accurately verify patient identity, ensure that medical care and treatment is provided to the right patient and maintain proper records. Rest assured, all personal information provided is kept confidential.

All registration information will be retained. However, if you request for it to be purged, this will be completed within 3 working days of receipt of your request. Please note that if you have had a WhiteCoat video consultation, WhiteCoat is required to retain the information relating to the video consultation for the natural lifespan of the patient (as required by MOH).

There has been an increasing demand for mental health support. Mental health is increasingly being recognised as a critical component to physical health and wellbeing.

Our Mental Wellness service is applicable to anyone who requires mental wellbeing care and support.

No, a referral letter is not required. In the event you are covered under an insurance programme, kindly check with your insurer whether a referral letter is required for claim reimbursement.

Under the WhiteCoat Mental Wellness Programme, you will be able to:

a) see a trained psychologist for counselling and other support services (either through teleconsultation or in-clinic visits); and/or

b) see a Singapore-registered psychiatrist (mental health medical doctor) for medical advice and treatment (in-clinic only).

A psychologist focuses mainly on providing psychotherapy (talk therapy) to support and treat mental health conditions. If deemed appropriate, he/she may make a referral to a psychiatrist for further treatment.

A psychiatrist is a medical doctor specialising in mental conditions. A psychiatrist is able to provide a range of therapies and medical treatment, including prescription of medication.

1. 1. abuse and trauma;
   2. addictions;
   3. anxiety disorders;
   4. depression, including pre/post-partum depression;
   5. insomnia;
   6. bereavement and grief;
   7. dissociative disorders;
   8. obsessive compulsive disorder;
   9. dementia;
   10. geriatric psychology;
   11. stress;
   12. relationship and marital difficulties;
   13. workplace bullying; and
   14. other mental disorders.

Yes. In order to determine your treatment plan, please proceed to teleconsult a WhiteCoat panel psychologist via the WhiteCoat app. You will initially speak to a psychologist for a conversation not lasting more than 15 minutes on average. The psychologist can then help to determine the next course of action for you and select the most appropriate mental health resource for your needs.

All subsequent counselling / therapy sessions (30 minutes / 60 minutes) can be conducted via teleconsultation with a trained psychologist via the WhiteCoat app.

However, should you prefer, or as determined by WhiteCoat’s panel psychologist, the 60 minutes counselling / therapy sessions may be conducted at the attending psychologist’s premises. You may also be advised to visit the psychologist in person depending on whether further assessments (e.g. neuropsychological assessments) are required.

You may refer to the WhiteCoat rates in-app when booking an appointment.

No, an appointment is not required for psychologist teleconsultations. Simply log into your WhiteCoat app and select from our list of on-demand psychologists.

However, if you prefer, you have the option of making an appointment for a psychologist teleconsultation. To do so, please make the appointment through the WhiteCoat app and the panel’s concierge will get back to you with further details.

Yes, you will need to make an appointment for an in-clinic psychologist visit.

To do so, please make the appointment through the WhiteCoat app and the panel’s concierge will get back to you with further details.

Yes, you may change your appointment without incurring additional charges if it is at least 48 hours before your scheduled appointment date. Please contact the respective clinics as indicated on the WhiteCoat app and identify yourself as a WhiteCoat member for the panel’s concierge to assist you accordingly.

For changes made within 48 hours from your scheduled appointment date, the following cancellation policy applies:

You can access the WhiteCoat app for a psychologist teleconsultation from Mon to Sat, 9AM to 6PM.

The clinic is open Mon to Sat, 9AM to 6PM.

Yes, in general, the referral letter will be issued to a WhiteCoat panel psychiatrist. However, if you prefer to see a psychiatrist outside of our panel, the referral letter can be issued as such.

No, a medical certificate cannot be issued. However, should you require a timesheet documenting that you have visited a WhiteCoat panel psychologist, that can be provided.

No. In general, psychologists do not prescribe medications for your condition.

However, should medical treatment be required, the attending WhiteCoat panel psychologist is able to refer you to a WhiteCoat panel psychiatrist who will be able to provide a range of medical treatments, including the prescription of medication.  

All sessions with a psychiatrist must be conducted in-clinic at a WhiteCoat panel psychiatrist’s clinic.

You may refer to the WhiteCoat rates in-app when booking an appointment.

Yes, you will need to make an appointment for an in-clinic psychiatric visit.

To do so, please make the appointment through the respective clinic as indicated on the WhiteCoat app and identify yourself as a WhiteCoat member. The panel’s concierge will be able to assist you accordingly.

Yes, you may change your appointment date without incurring additional charges by contacting the respective clinics as indicated on the WhiteCoat app. Please identify yourself as a WhiteCoat patient and the panel’s concierge will be able to assist you accordingly.

The clinic’s operating hours are as follows:

Monday to Friday: 9.30AM to 5.30PM

Tuesday, Wednesday and Thursday: 6.30PM to 9PM (Only available for selected branches – after office hours / evenings clinic charges applicable)

Saturday: 9AM to 2PM

Yes, a medical certificate can be issued.

Should the attending WhiteCoat panel psychiatrist assess that medications are required, he/she will be able to prescribe and provide you with the relevant medications.

WhiteCoat provides both telemedicine video consultations via the WhiteCoat app and in-clinic consultations with a Singapore-registered Paediatrician.

Our panel Paediatricians will be able to assist with common primary healthcare symptoms and related signs. Where appropriate, they may:

a) prescribe medication and / or

b) provide a medical certificate and / or a medical referral letter.

The Paediatric telemedicine video consultation service is suitable for children who are seeking:

(a) treatment for non-emergent medical issues; or

(b) follow-up for stable chronic conditions.

The attending panel Paediatrician will make a clinical judgment based on his / her best assessment. If the condition is deemed unsuitable for teleconsultation, he / she may refer your child to the nearest clinic or A&E for a physical consultation if required.

All children below the age of 16 must be accompanied by an adult (parent / guardian) during the video consultation at all time. The child must also be registered under his / her parent’s / guardian’s WhiteCoat account prior to commencement of the video consultation.

No, a referral letter is not required.

In the event that you are covered under an insurance programme, kindly check with your insurer to determine if a referral letter is required for claim reimbursement. 

The consultation with the Paediatrician will be conducted via teleconsult on the WhiteCoat app. The attending Paediatrician will make a clinical judgement based on his / her best assessment, and if the condition is deemed unsuitable for teleconsult, he / she may refer you to the nearest clinic or the A&E for a physical consultation if required.

Locations of clinics will vary based on the Paediatrician selected.

You may refer to the WhiteCoat rates in-app when booking an appointment.

An appointment is recommended for both teleconsults and in-clinic general paediatric visits. To do so, please make an appointment through the WhiteCoat app and the panel’s concierge will get back to you with further details.

With effect from 1st July 2021, on-demand General Paediatric teleconsults will be available on the WhiteCoat app, from Mondays to Fridays (excluding public holidays).

If your desired Paediatrician is unavailable, you may proceed to book an appointment with him / her via the WhiteCoat app for your preferred time and date, or proceed to the relevant partner clinic for a walk-in consultation.

General Paediatric teleconsults are available on the WhiteCoat app from Mondays to Fridays (excluding public holidays).

Yes, you may change your child’s appointment date without incurring additional charges by contacting the relevant clinic as indicated on the WhiteCoat app. Please identify your child as a WhiteCoat patient and the panel’s concierge will be able to assist you accordingly.

Please refer to the relevant operating hours of the respective clinic branches on the WhiteCoat app.

Appointments made via the WhiteCoat app will appear in your “Scheduled appointments” tab.

You will also receive the following notifications:

1. 1. confirmation via SMS upon successful appointment booking;
   2. interim reminder via SMS and in-app 3 days before the scheduled appointment; and
   3. final reminder via SMS and in-app 30 mins before the scheduled appointment.

We welcome and value all feedback and suggestions as we strive towards learning, improving and developing our approach and our services.

If you would like to provide feedback or suggestions on any aspect of our services, please drop us a note at [email protected] or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.