Telemedicine Patient FAQs

Everything You Need to Know About Virtual Healthcare with Doctors on Demand

As telemedicine continues to grow in popularity, many patients have questions about how it works and what they can expect from a virtual healthcare visit. At Doctors on Demand, we aim to make telemedicine as accessible and straightforward as possible for our patients across South Africa. This comprehensive FAQ guide will address all your questions and concerns about telemedicine, ensuring you’re well prepared for your virtual healthcare experience.

What is Telemedicine?

Telemedicine refers to the use of digital communication tools, such as video calls, phone calls, or secure messaging, to provide medical care remotely. Instead of visiting a healthcare provider in person, you can consult with them from the comfort of your home or any other location with internet access. Telemedicine is designed to make healthcare more accessible, convenient, and efficient, especially for routine check-ups, follow-up visits, and managing chronic conditions.

At Doctors on Demand, we handle all our appointments via WhatsApp links, sent securely to your phone.

How Do I Schedule a Telemedicine Appointment?

Scheduling a telemedicine appointment with Doctors on Demand is easy and can be done in a few ways: 

• Visit our website and use our user-friendly online portal to book an appointment.

Choose Type of Online Doctor Consult

Click the book appointment button and select your consult option. Click the WhatsApp Icon on the bottom right of your screen if you need to chat to a real person at any time.

Choose Day & Time

After selecting your consult type,  you’ll then be prompted to choose a Date and Time for your online doctor consult and to complete your contact information 

Join your WhatsApp Call Link

Before your consult time you will receive a unique WhatsApp call link to a secure videocall. Click the link and one of our online doctors will meet with you over WhatsApp video to capture a medical history, diagnose your illness, and as per your diagnosis, provide a script and/or a sick note; as well as referral documents for lab tests with Lancet, Ampath, Pathlabs, private specialists or public hospitals.

Make Payment

You only pay after your consult. Doctor’s on Demand uses the Payfast payment gateway to give you multiple payment options, including cash, credit, and EFT from all South African banking apps

What Equipment Do I Need for a Telemedicine Appointment?

To participate in a telemedicine appointment, you’ll need the following:

• A Device: A smartphone, tablet, or computer with a camera and microphone.
• Internet Connection: A stable and fast internet connection to ensure a smooth video call experience.
• All you need is WhatsApp, no additional apps required!

How Do I Prepare for My Telemedicine Appointment?

Preparation is key to a successful telemedicine visit. Here’s how to get ready:

• Choose a Quiet Location: Find a private, quiet place with good lighting. This will help both you and your healthcare provider communicate effectively.
• Have Your Information Ready: Prepare a list of your current medications, symptoms, and any questions you want to ask.
• Test Your Equipment: Ensure your device’s camera, microphone, and internet connection are working properly before your appointment.

Is Telemedicine Secure and Private?

Yes, telemedicine is both secure and private. At Doctors on Demand, we use a telemedicine platform that complies with all relevant privacy laws, including the POPIA (Protection of Personal Information Act). Your personal health information is encrypted, and your telemedicine visit is just as confidential as an in person consultation.

What If I Experience Technical Difficulties During My Appointment?

Technical issues can occasionally arise, but don’t worry:

• Try Restarting: Restart your device or switch to a different one if you encounter problems.
• Contact Doctors on Demand: If issues persist, contact our customer care team for immediate assistance.
• Switch to Phone: If a video call isn’t possible, you may switch to a phone consultation to continue your appointment.

Can I Use Telemedicine for Paediatric Care?

Yes, telemedicine is highly effective for paediatric care. Parents can use telemedicine to consult with Paediatrics about their child’s symptoms, monitor chronic conditions, discuss developmental milestones, and receive guidance on preventive care. Many common childhood conditions, such as colds, allergies, and rashes, can be assessed and treated through a virtual visit, making it a convenient option for busy families. 

What Should I Do If I Need Emergency Care?

Telemedicine is not suitable for emergency situations. If you or someone else is experiencing a medical emergency, such as severe chest pain, difficulty breathing, or symptoms of a stroke, call emergency services immediately or go to the nearest emergency room. Telemedicine is best for non-emergency issues where immediate, life-saving intervention is not required.

How Does Telemedicine Work for Mental Health Services?

Telemedicine is a powerful tool for mental health services, providing access to therapy, counselling, and psychiatric consultations from the comfort of your own home. Patients can engage in regular therapy sessions, receive medication management, and participate in mental health assessments without the stigma or inconvenience of visiting a clinic in person. This can be especially beneficial for those in remote areas or with mobility issues.

What Happens If My Condition Requires a Physical Examination?

During a telemedicine visit, your provider will assess your symptoms and determine if a physical examination is necessary. If so, they may refer you for an in-person visit or advise you to visit a local healthcare facility. Some conditions, such as unexplained pain, certain infections, or issues requiring hands on assessment, may not be fully evaluated through telemedicine alone. You will not be charged by Doctors on Demand if we are unable to assist you!

How Can Telemedicine Help Manage Chronic Diseases?

Telemedicine is particularly useful for managing chronic diseases, allowing for regular monitoring and consultations without the need for frequent in-person visits. Patients with conditions like diabetes, hypertension, asthma, and heart disease can benefit from ongoing care, medication adjustments, and lifestyle counselling via telemedicine. Remote monitoring tools can also be used to track vital signs and other health indicators, providing your provider with real-time data to manage your condition effectively.

What Are the Limitations of Telemedicine?

While telemedicine offers many advantages, it does have limitations:

1. Physical Examinations: Some conditions require a hands-on physical examination, which telemedicine cannot provide.
2. Technical Issues: A poor internet connection or lack of technical familiarity can hinder the effectiveness of a telemedicine visit.
3. Complex Diagnoses: For complex or uncertain cases, an in-person visit may be necessary to conduct detailed tests and assessments.
4. Geographical Restrictions: Telemedicine services are often restricted by location due to licensing and regulatory requirements. (Although Doctors on Demand can service the whole of South Africa)

Understanding these limitations helps set realistic expectations for what telemedicine can and cannot do.

You will only be charged if we are able to assist you via the telemedicine consultation.

How Is Follow Up Care Managed After a Telemedicine Visit?

Follow up care after a telemedicine visit is managed similarly to in-person visits. Your provider will give you instructions on next steps, which may include additional telemedicine visits, in-person visits, or laboratory tests. Regular follow ups can be scheduled as needed to ensure your health is being properly managed, and can even be done so through our website.

Telemedicine offers a convenient, accessible, and secure way to receive healthcare, particularly in today’s digital age. At Doctors on Demand, we’re committed to providing you with the highest quality of care, whether in person or through telemedicine. We hope this FAQ has answered your questions and helped you feel confident about your telemedicine experience. If you have any further questions, don’t hesitate to contact our office, we’re here to help!

Can I Get a Prescription Through Telemedicine?

Yes, during your telemedicine consultation, your healthcare provider can prescribe medications if necessary. The prescription will be sent directly to your preferred pharmacy, where you can pick it up or have it delivered, depending on the pharmacy’s services, or a script sent directly to you via WhatsApp.

What Types of Conditions Can Be Treated Through Telemedicine?

Telemedicine is suitable for a wide range of conditions, including:

• Minor Illnesses: Colds, flu, minor infections, allergies, and more.
• Chronic Disease Management: Conditions like diabetes, hypertension, and asthma.
• Mental Health Support: Therapy and consultations for anxiety, depression, and other mental health concerns.
• Follow Up Visits: Post surgery check-ins, ongoing treatment monitoring, etc.

Your healthcare professional will guide you on the best course of action.

How Do I Pay for a Telemedicine Visit?

Payment for your telemedicine visit can be made online through our patient portal online via the secure PayFast gateway or by EFT from any bank. Our team is available to help you with any billing questions you might have.

What If I Need Bloodwork?

If your telemedicine provider recommends bloodwork for example, they will give you an order that you can take to a place near you, such as Ampath or Lancet should require bloodwork. Once the tests are completed, the results will be shared with you during a follow up telemedicine consult.

Can I Have Someone with Me During My Telemedicine Visit?

Yes, you’re welcome to have a family member, caregiver, or support person with you during your telemedicine visit, just as you would in an in-person consultation. If someone else will be present, it’s a good idea to inform your healthcare provider at the start of the appointment.

What If I Need to Cancel or Reschedule My Telemedicine Appointment?

If you need to cancel or reschedule your telemedicine appointment, please contact our reception as soon as possible. You can do this through our website, by phone, or through WhatsApp. We understand that schedules can change and are happy to accommodate your needs.

How Does Telemedicine Differ from Telehealth?

While the terms telemedicine and telehealth are often used interchangeably, they have distinct meanings:

• Telemedicine: Refers specifically to clinical services provided remotely, such as diagnosis, treatment, and consultation between patients and healthcare providers.
• Telehealth: Is a broader term that encompasses all types of healthcare services delivered remotely, including public health services, health education, and administrative meetings in addition to clinical services.

Understanding the difference can help you navigate the array of services available to you through digital healthcare platforms.