Frequently Asked Questions

• Who can use the telemedicine services at HKSH Medical Group (the “Group”)

  1. Existing patients of the Group who are located in Hong Kong at the time of the telemedicine services (unless special approval is granted)
  2. For Family Medicine consultations, patients aged over 12 years old
  3. For specialist consultations, if the Patient is under 16 years old, an accompanying adult (who must be at least 21 years old) must be present with him/her during the Tele-Consultation. The accompanying adult must show his/her valid identity card to the doctor at the start of the Tele-Consultation
  4. Patients who do not fall into the category under the “Guideline for Conditions Not Suitable for Tele-Consultation” (please refer to the Terms and Conditions for Telemedicine Services)

• How can I book for telemedicine services?

  Family Medicine, Paediatrics Centre, Private Patient Clinic

  • http://www.hksh.com/telemedicine/

• What information do I need to provide for online booking?

  1. Register and/or log in as user at the FindDoc online booking system via HKSH Telemedicine booking page
  2. Choose your preferred telemedicine service
  3. Select an available time slot for booking
  4. Follow the instructions to fill in and verify personal information
  5. Verify your mobile number
  6. Choose the mode of delivery (if applicable)Enter payment details (please note tele-consultation fee does not include the fee for prescribed drugs, reagents and/or any tests ordered by the doctor in the tele-consultation. Additional charges may apply after consultation)
  7. You will receive a confirmation email from FindDoc after successful payment.
  8. FindDoc will contact you prior to your tele-consultation to verify your identity and medical condition and to collect necessary personal information for the tele-consultation.

  Before the tele-consultation, you should prepare a computer, tablet or mobile phone with webcam and ensure that you have stable Internet connection. Log in the tele-consultation link in the email 15 minutes before the start time of the tele-consultation.

• How do I know if my tele-consultation booking is confirmed?

  You will receive a confirmation email with details of tele-consultation appointment after successful payment.

• What is the earliest appointment available?

  Family Medicine and Primary Care Centre

  • Mondays to Fridays: 09:00 – 16:00
  • Saturdays, Sundays & Public holidays: N/A

• Can I change or cancel my confirmed appointment?

  Once payment is made, the appointment is confirmed, whereas cancellation, rescheduling, transfer or refund will not be accepted.

• How to prepare for your tele-consultation?

  • Your identification document, i.e. Hong Kong Identity Card, birth certificate or travel document
  • Enter the Zoom meeting 15mins prior to your scheduled appointment time.
  • Set-up in a quiet, private and well-lit room, and check you have a good internet connection.
  • HHave all your relevant health records such as prescriptions, list of medications, lab reports.

• Can I book for another person?

  Yes, you may book for another person upon provision of necessary information for registration with his/her consent. Please note once the booking is confirmed, transfer of the appointment will not be accepted.

• What payment methods are accepted?

  The booking site uses Stripe payment system which accepts Visa, Mastercard and AE credit card. Payments are encrypted by Stripe’s server for security. Your credit card information would not be stored on our server.

• What is the price per tele-consultation?

  • Family Medicine and Primary Care Centre
  • HK$320 – HK$560
  • Paediatrics Centre
  • HK$1600
  • Private Patient Clinic
  • HK$900
  • (Fees are subject to changes, please refer to the Hospital’s website for the most updated information.

• What will be the costs other than the tele-consultation fee?

  Medication fee, delivery charges and fee of any other tests ordered by the doctor in the tele-consultation (if applicable): To be confirmed and charged AFTER the tele-consultation

• Can I get a refund if I cancel my appointment?

  The appointment is confirmed after successful payment. We do not accept cancellation, rescheduling, transfer or refund.

• Can I use the vouchers under Elderly Health Care Voucher Pilot Scheme and make insurance claims?

  No, we only accept the payment methods stipulated in the above “Payment” section

• If I fail to attend the tele-consultation at the scheduled time, can I get a refund?

  No. If you fail to attend the tele-consultation at the scheduled time (after 3 attempts to connect with you), we will NOT refund for payment made and will under no circumstances be liable for any costs or expenses arising therefrom or any impact on your medical condition.

• How can I get an official receipt for the tele-consultation?

  HKSH charge note is provided after tele-consultation:
  - For patients who require delivery service (e.g. for COVID-19 test kit), charge note will be delivered to your designated address together with the prescribed medications and/or COVID-19 test kit.
  - For patients who choose to pick up medications on their own, charge note will be provided along with the medication.
  - For patients who do not require delivery or pick-up of medications, charge note would be provided upon request via email.
  

• What should I do if the medical practitioner is not able to confirm the diagnosis or requires a face-to-face consultation?

  You may attend a face-to-face consultation as advised by the medical practitioner after the tele-consultation.

• If doctors prescribe medications, how can I collect the medications?

  A) If you choose to deliver to door, you will receive a payment link.
  - For appointment time before 3pm, same-day delivery of medicines can be arranged upon second successful e-payment.
  - For other appointment time, next-day delivery of medicines before 10 pm will be arranged upon second successful e-payment.
  - DeliveryMed Service is only applicable for prescribed medicines and arranged by the Pharmacy of HKSH Medical Group. Emergency or dangerous drugs cannot be delivered by this Service.
  B) If you choose clinic pick-up, you or a designated person will need to bring your identity card to the location, pick up at the clinic on time upon second successful e-payment.
  

• Can I arrange a third party to collect the take home medications on my behalf?

  Yes, the third party is required to present either the original or a copy of your identification document upon collecting the medications at the designated location agreed with our staff during the consultation.

• Is there delivery service for medication?

  Yes, you can authorise HKSH as your agent to arrange a third party courier to delivery medication to your address subject to delivery charges.

• Can I get a Sick Leave letter via tele-consultation?

  During video consultation, doctors may issue sick leave letters upon patient’s condition, but Vaccination Medical Exemption Certificate is not applicable.

• Will the tele-consultation be recorded?

  - The tele-consultation will be recorded and kept by HKSH as part of the patient’s medical records.
  - The recorded consultation will not be used for any educational, promotional or research purposes without any prior consent from the patients.
  

• Are there delivery and pick-up services in remote areas?

  Delivery service is temporarily not applicable to the following areas:

  New Territories: Brides Pool, Mong Tseng Wai, Nim Wan, Sheung / Ha Pak Nai, Nam Sang Wai, Lung Kwu Tan, Lady MacLehose Holiday Village, Wong Shek Pier, High Island Reservoir, Sha Tau Kok, Tai Au Mun, Tai Mong Tsai, Pak Tam Chung, Kam Shan, Yung Shue O, Tseng Tau, Ma On Shan Tsuen, Po Toi O, Ta Shek Wu, Luk Keng, Wu Kau Tang, Sheung Shui Wa Shan, Ta Kwu Ling and Sandy Ridge.

  Islands: Ngong Ping, Tai O, Tong Fuk, Mui Wo, Tung Chung Road, Pui O, Tai Long Wan Village, Asia Expo, Ma Wan, Hong Kong Disneyland, Hong Kong-Zhuhai-Macao Bridge Hong Kong Port, Discovery Bay, Siu Ho Wan, Cheung Chau and all outlying islands.

  Others: Frontier Closed Area, Lo Wu, Lok Ma Chau and Man Kam To.