Frequently Asked Questions

Have a question? Check out our FAQ below.

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How WhiteCoat works

What is WhiteCoat about?

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.
Who can use the WhiteCoat app?

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.

Are there any age restrictions?

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.

What is the waiting time for a tele-consult?

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. The average waiting time to see a doctor on the WhiteCoat app is less than 10 minutes.

WhiteCoat's Operating Hours

When can I use the WhiteCoat App?

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

WhiteCoat Medical

Is WhiteCoat Medical licensed?

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

Where is WhiteCoat Medical located at?

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

Consultation

What can I expect from my video consultation via the WhiteCoat App?

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.

Can I get a medical certificate?

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.

I am not in Singapore. Can I still access the WhiteCoat App?

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

How can I best prepare for my video consultation via the WhiteCoat App?

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.

What WhiteCoat Treats

What kinds of conditions are suitable for a video consultation via the WhiteCoat App?

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.

What other services are offered via the WhiteCoat App?

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.

What kinds of conditions are unsuitable for a video consultation via the WhiteCoat App?

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. mental health conditions;
  4. chronic conditions which have not been previously diagnosed by a doctor; and
  5. 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.
What if the doctor determines that my symptoms and / or conditions are unsuitable for a video consultation via the WhiteCoat App?

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.

Accounts & Payment

What are the costs involved?

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

Operating Hours Rates
Office Hours 
Mon to Sat: 8AM to 8PM
S$25.00
After Hours
Mon to Sat: 8PM to 12AM
Sun & Public Holidays: 8AM to 12AM
S$50.00

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.
How do I make payment?

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.

How do I update my payment information?

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

Supported Devices, Troubleshooting & Connectivity

What devices can I use to access services via the WhiteCoat App?

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.

Can I use a non-Singapore registered mobile number to register for a WhiteCoat account?

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.

Can I use a foreign passport to register for a WhiteCoat account?

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

What if I lose connection during my video consultation via the WhiteCoat App?

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 contactus@whitecoat.global 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.

What if the doctor cannot see me or hear me during my video consultation via the WhiteCoat App?

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 contactus@whitecoat.global or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.

WhiteCoat Doctors

Can I choose my doctor?

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

Are the doctors on WhiteCoat qualified?

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.

Medication

Can I get a prescription?

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.

Must I purchase medication from WhiteCoat?

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.

I changed my mind and wish to purchase medication after my video consultation via the WhiteCoat App. Can I do so?

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.

Why can’t I purchase certain medication from WhiteCoat?

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.

How will my medication be packaged?

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 contactus@whitecoat.global or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.

Do you offer a repeat prescription service for chronic disease conditions?

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).

Collection of Medication & Delivery

How do I obtain my medication after my video consultation via the WhiteCoat App?

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.

Can I assign anyone else to collect my medication package on my behalf?

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”.

Why does WhiteCoat require me to bring my NRIC / FIN card, driving licence or passport and my mobile phone when collecting my medication package?

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.

How can I change my delivery address or timeslot?

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.

I missed my delivery timeslot. What should I do?

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.

What items do I need to prepare in order to collect my medication package?

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 contactus@whitecoat.global 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.

Personal Information, Medical Records & Confidentiality

How do I access my medical records from WhiteCoat?

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.

Are my personal information and medical records secure?

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.

Is recording of a video consultation via the WhiteCoat App permitted?

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.

Why is an identification card required in order to register for an account on the WhiteCoat App?

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.

What happens to my personal data if I decide to delete the WhiteCoat App in the future?

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).

Miscellaneous

How may I provide feedback on WhiteCoat?

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 contactus@whitecoat.global or through the WhiteCoat App via: “More” tab > “About Us” > “Contact Us”.