FAQs

Telemedicine is not for all consultations with doctors. Initially, telemedicine could be done for less than 30% of patient doctor engagement. This is evolving to higher numbers but does not take away the important need to see your doctor.
The demand for telemedicine is being driven by patients, doctors and the environment we live in today. The environment is not just from pandemics and need for greater, or different workplace health and safety, but also the technologies that are allowing different forms of interaction.
What we believe in CallMyDokter is the future is in strengthening the patient doctor relationship, an emerging patient wellness experience and provide support throughout the patient treatment journey- not just the doctor patient call. Medical grade devices, monitoring wellness and Artificial Intelligence (AI) is driving new expectations of my doctor to be my health planner and for specialists to be better connected with the array of online monitoring tools emerging. Furthermore, patients are seeking better ways to organize their health information in one place and also ensure coordinated delivery of recommended tests and treatments.
Today, telemedicine communication methods include both phone consultation and video conferencing. In 2019, telemedicine represented a very small number of consults which now has soared to almost 30% of consults in some countries with a growing share of video enabled consults.
Most medical specialties are exploring how they become more involved and what is relevant or not and you should engage with other doctors on the applicability of telemedicine to your patient needs.
We believe it is about enabling your doctor with quality tools- video, on line medical information- including your medical history, allergies, medications, past tests, they need to treat you both in their clinic and for our role- anytime and anyplace.

That is your decision, however, remember one of the top 3-5 major cause of death in most countries is medical errors!
Do doctors remember everything about patients? In medical situations, do I remember and share everything about myself?
If it is time you are worried about- the online consultation allows you to save ample time in travel. If you go to a clinic- much of this will also be asked before you even see a doctor.
In the end, it is your choice.

Not downplaying the enormous help these have been, many AI assessments are driven by questions on how you feel and your current symptoms. They can be helpful on guidance but how many times have you seen a doctor and your answer is “sort of”, or “sometimes”, or you suddenly have the extra ache?
My doctor enabled by my records and understanding of me is hard to substitute.

There are two aspects of learning for a patient.
One is a technical workflow.
Our work flows are outlined in our patient user guides and also our online videos which we will send links to you when you join CallMyDokter. Some high-level videos are on our website.
At CallMyDokter, we believe we have a good process but will continually seek to streamline it.
The second learning is interacting with a doctor online. It is different to the standard in person consult.
A starting point is we are all getting more use to online communication. Secondly, there is no reason you still cannot include another family members on your call or if you are in an aged care environment, supported by other medical professional. We are seeing more aged care facilities including nurses on a larger screen call with remote doctors.
As part of patient communities, we will continually provide tips. We will also perform a number of forums where we will conduct simulation training.

Codes help us establish the relationship between hospitals, clinics and/or providers with their patients and doctors.
For our general B2C platform- you will need to go to the patient tab on our website and at the bottom of the page you will find a pre registration form. Please complete this. If it is urgent, contact our help desk which is listed in the Contact Us tab.
If you have been recommended by a hospital or clinic network, they will contact you separately on obtaining this code.
The process by which these codes are issued is part of the onboarding process ensuring we have adequate information available about you to doctors and done in a secure way.

You may schedule a consult request via our secure patient portal through your PC or MAC browser, through our mobile app that you can download from the App store or Google Play or simply write to us at help@callmydokter.com with your mobile number to call you back and help you organize the consult. Remember, there is a pre registration process but if it is more urgent please contact directly our help desk.
ALSO remember- telemedicine is not designed for medical emergencies. If in doubt and is a medical emergency- please go to a doctor or hospital immediately.

1. Log on to https://www.callmydokter.com
2. Always remember your login credentials- user name and password, as you will need it every time you access the platform. Your username will be provided to you during the onboarding process. You have the option to change your password and make sure to make one that will be easy for you to remember and would be hard for others to guess.
3. If a 2-Way Factor Authentication is activated, you will need to authenticate your account first either by using Google Authentication QR Code Producer or via SMS. The QR code is different every time you use it.
   
4. Finally, after authentication, you will be routed to the default screen page which will show your user-profile information.
   

Please contact Support through +62 215 09 58 383 or email: support@callmydokter.com to reset your password.

Please refresh or reload the page. Clear your browsing history, then try to log back in. Try to use Google Chrome browser as it is the most compatible browser.
If you are still not able to login, please contact Support +62 215 09 58 383 or email support@@callmydokter.com

Many of our consults are designed to support a patient’s specialist or continuing need with their doctor- whether it be with a specialist or family doctor. It is also where the doctor deems it possible to conduct the consultation via an online secure telemedicine platform.
More and more consults are taking place through telemedicine and some statistics show in some countries a 63fold growth in telemedicine use in 2020 and a 7fold growth in video conferencing for patients. In some countries telemedicine now accounts for around 30% of consultations, with specialists around 15-20% growing from less than 1% in 2019. Though phone consultations are dominant, video conferencing is growing as both doctors and patients become more attuned to this form of contact and greater simplicity over entry points emerge. Our app does both calls and video with doctors still accessing the medical record. There is a growing group of specialties also exploring more ways to do telehealth. Use of online medical records and emerging links to medical grade vitals monitoring will see ongoing good growth in this form of medicine.
We also have doctors who can conduct non-emergent consultations, pharmacy requests and medical screening to name a few.

Our platform is powered by an international platform- Covantex, who has an EMR and patient experience that provides a secure HIPAA compliant storage for medical documents of all kinds. All documents ranging from x-rays to CT scans to lab work and more are all stored in a HIPAA compliant data center. The platform medical data is encrypted to an international standard that also is applicable in the USA standards at rest. When in transit, Covantex employs secure SSL.
In short, Covantex is HIPAA compliant and very secure. We’ve made electronic protected health information a top priority and it shows.

An EMI, or Electronic Medical Information, is a health information that is kept in digital form for ease of storage and transmission. Thanks to digitized health care in the form of an EMI, it is now possible for health facilities and doctors to have quicker and more convenient access to a wealth of information and transmit that information digitally.

Our platform seeks to support you when you need it. Though our help desk center operates between 8am to 8pm desk Monday to Saturday, the doctors' schedules and availability are often going outside these times. With a call back system, you just need to log a request through our app or web page and you will receive a notification when the doctor has accepted and ready to make the consultation with your medical record at his or her side! We will be monitoring this statistic and will update on our site and newsletters regularly the expected times- particularly outside the 8am to 8pm timeframes. Remember- if you feel it is more serious- please see the doctor or visit a hospital emergency.
Alternatively and likely more often when dealing with your doctor, you can also choose a time by looking at his or her schedule and find a mutually convenient time.

Indonesia has a broad range of fees for doctors. If you are working through a hospital, clinic or hospital, you will refer to their schedules which they will have separately advised to you.
For CallMyDokter platform, the following services and charges are in place:

Scheduled calls

Scheduled calls will be supported 7am to 10pm six days a week

Specialist – three categories of billing.

• Specialist 1- Rp 280,000
• Specialist 2- Rp 220,000
• Specialist 3- Rp 150,000

For gp/ family doctor

• Family doctor 1- Rp 130,000
• Family doctor 2- Rp 100,000

Anytime doctor

Supported 24 hours seven days a week

• Anytime doctor 1- 100,000

Fees are subject to change.
Just like going to a clinic or hospital, we do not have a separate charge and our platform costs are charged to the doctor.

Upon checking your ‘Consults” page for anytime doctor, and if your request is still pending (not cancelled), you may go ahead and call or email our Support Team to help you reach out to a doctor.
However, if the consult has already been cancelled, due to the doctor’s multiple attempts to contact you and to no avail, you will just need to resubmit your consult.
PLEASE NOTE YOU WILL BE CHARGED FOR THE CONSULT TIME SO PLEASE ENSURE YOU ARE ON TIME.

We provide three sets of reminder messages on your mobile for upcoming appointments- on establishing the appointment, 12 hours, and 15 minutes prior to the appointment. This provides you with several opportunities to cancel the appointment.
If a patient is late to the appointment by more than 10 minutes, appreciate the doctor may cancel the appointment AND YOU WILL BE CHARGED FOR THE APPOINTMENT
Please try to be in the wait room on line 3 minutes before the assigned schedule start time.

First off we apologize.
Doctors sometimes have emergencies and may not turn up. We do have processes in place to try to minimize the disruption to patients but these may occur. We also track the doctors’ regularity of missed appointment to see if these can be avoided in future.
So - at 10 minutes waiting time, you are welcome to leave. We will capture these and contact you to determine how you would like to proceed. As these are not emergencies and a scheduled visit, we will be in contact with the doctor and yourself to find another mutually convenient time within the next two working days. If you have not heard by then please call our call center on the contact page or write to us at support@callmydokter.com with heading “Missed appointment”.
Be assured we aim to minimize this important measure of platform effectiveness.

Once CallMyDokter has been notified, we will immediately notify patients and also within a working day seek to determine whether to reschedule another appointment, if not already completed.
Note our back up is these are you may be waiting online for 10 minutes before you cancel. We again apologize for this but assure you once we become aware we will move to contact you immediately.

• Scheduled - consult submitted; no provider has accepted it yet
• Accepted - consult has been accepted by a specific doctor; might be stuck on this stage if patient does not pick up the consult
• Active - consult has been saved by the doctor but has not completed it; could be in “working status”; could also be stuck on this stage if the patient does not pick up the consult.
• Closed - consult has been completed by the doctor
• Redirected - consult has been placed by the doctor back to the queue (patient denies the need for a consult, patient has not picked up consult after several attempts, etc…)
• Cancelled - consult has been cancelled by the admin team (duplicate submission, wrong doctor accepted it, etc…); some of these redirected consults may be manually submitted again.

Our schedules are based on one and a half month forward look and are provided for when doctors have advised open times for scheduled appointments. Booking periods are for 15 minutes.
The schedule of a doctor for online consultations on our platform are updated every half month and therefore patients and doctors will have a forward look of at least one month of available appointments at any point in time.
Patients of a doctor can book either directly or if your doctor has an assistant, he/ she will also be able to schedule the appointment for you.

We do appreciate cancelations by patients on a timely manner to allow the doctors to maximize use of their time. If you need to cancel an appointment or reschedule- just like in a normal clinic- you will need to contact our call center by email at support@callmydokter.com with heading- cancel appointment or please reschedule appointment or call our call center on +62 215 09 58 383. Please include your number and we will call you back.
PLEASE NOTE- IF YOU DO NOT NOTIFY US WITHIN 24 HOURS OF THE CONSULT SCHEDULED TIME THE FEE WILL BE CHARGED IN FULL.

Yes. Our doctors can prescribe short term medications as legislated in Indonesia for a range of conditions for non- emergent consults when medically appropriate.

The prescription should be easily accessible from your patient account by going to “Consults”, then pull up your latest consultation and scroll down at the middle part to look for the “Attachments” section where you will see the prescriptions and lab test request in PDF file that you can click and download.
We will also email the prescription to you.

We seek to obtain feedback on both our doctors and our platform and will be contacting patients on a random basis for feedback. You are also welcome to use our Contact Us page to provide feedback.
You are under no obligations to provide answers and please never give financial or other sensitive information on the phone. Our goal is for continued improvement in supporting our doctors improve their engagement with patients and our platform performance on support you and your doctor engagement.