FAQ

FAQ: MEDICATION REFILL & DELIVERY

1. If I am not an existing patient at HSC Medical Center, can I still request for a refill?
Yes, you may. We will need your previous copy of prescription for our doctor to review.

2. How do I find out the status of my order?
We will share your tracking number with you upon shipment for tracking purposes.

3. How are my medications shipped?
All medications are securely packed in a 2-layer tamper proof sealed packaging.

4. Can I collect my order from HSC Medical Center if I do not want it to be delivered?
Yes via HSC Medical Center's drive-thru pick-up points. Contact Customer Service at +60 17 476 0866 (WhatsApp) or +603 2787 0500 (General line) to confirm the pick-up time.

5. How do I order a refill?
Online Registration: Medication Refill & Delivery
WhatsApp Customer Service: +60 17 476 0866
Call Customer Service: +603 2787 0500

6. Can I cancel my order?
If the medication has been sent out of HSC Medical Center, you will not be able to cancel your order. In the event the delivery is not sent out, administration fee will be charged despite cancellation. To check on the order status, kindly contact Customer Service at +60 17 476 0866 (WhatsApp) or +603 2787 0500 (General line).

7. What if my medications are damaged during shipping?
Contact Customer Service at +60 17 476 0866 (WhatsApp) or +603 2787 0500 (General line) IMMEDIATELY and share images or videos of the damaged items to our Customer Service Team.

8. How do I pay for my medication?
Payment option is available online via credit card or bank transfer.

9. How much is the medication delivery and do I need to make advance payment before delivery?
Upon confirmation of the refill, we will advise you on the total amount for your order (Drugs and delivery fee).

10. Can someone else receive my medication delivery if I am not at home?
Yes, customer can provide their caretaker's name and identification to us.

11. This service is available for which countries?
Malaysia, Indonesia and Singapore.

12. How long will it take for my medicine to arrive?
Due to Movement Restriction Order (MCO), we estimate the delivery to be made within 14 working days to Indonesia and 7 working days to Malaysia and Singapore.

Note:
However, due to Coronavirus Disease (COVID-19) pandemic, we will advise you if there is a delay in delivery.

FAQ: TELEMEDICINE

1. What is Doctor Tele-Consult?
Doctor Tele-Consult is a healthcare consultation carried out remotely using audiovisual telecommunications between doctor and patient.

2. How can I consult via Doctor Tele-Consult?
Customer Service Team will provide you with a link to connect you to the doctor via video consult.

3. What can I consult with the doctor?
i. Specialized heart consultation
ii. General heart consultation
iii. Post COVID-19 consultation
iv. New & follow-up consultation
v. Medication refill & delivery

4. What equipment is needed for Doctor Tele-Consult?
Mobile phone with camera or tablet or laptop or desktop computer with webcam and 4G internet connectivity.

5. How long does one session take?
Each tele-consult could be up to 30 minutes max.

6. How do I make a booking?
Online Registration: Doctor Tele-Consultation
WhatsApp Customer Service: +60 17 476 0866
Call Customer Service: +603 2787 0500

7. How do I make a payment?
Payment option is available online via credit card or bank transfer.

8. How much is the payment and do I need to make advance payment?
The fee depends on the selection of practitioner either (a) Specialist or (b) Medical Officer and yes, advance payment is required.

9. What if I face any technical issues during the consultation session?
Our Customer Service Team will re-send a link to complete the consult. Alternatively you may Whatsapp our Customer Service Team at +60 17 476 0866 if you experience any technical issues during the session.

10. When a tele-consult is happening, is it being recorded and/or stored somewhere?
No, the session will not be recorded.

11. This service is available for which countries?
Malaysia, Indonesia and Singapore.

FAQ: RADIOLOGY SECOND OPINION

1. Why do you need a second opinion?
i. To have an additional report to verify/support your previous report. ii. Conflicting diagnosis
iii. Given an ambiguous radiology report

2. What are the scans which I can request for second opinion?
i. CT Angiogram
ii. CT Scan
iii. Mammogram
iv. MRI
v. X-Ray

3. What does your specialist offer you?
i. A report about the findings and results of your scan.
ii. A review of your diagnosis or a differing opinion.
iii. Necessary information to make informed decisions when discussing your imaging results with your treating physician.

4. What documents do I need to send you?
Previous scans and report.

5. How do I make a booking?
Online Registration: Radiology Second Opinion
WhatsApp Customer Service: +60 17 476 0866
Call Customer Service: +603 2787 0500

6. How do I make a payment?
Payment option is available online via credit card or bank transfer.

7. Is radiology second opinion covered by insurance?
Please contact your insurance provider to check on your coverage for radiology second opinion.

8. How soon will the second opinion report be available?
You will receive the report on the same day. (Operating hours: Mon- Fri: 8.30 am – 4.00pm)

9. How can I get a copy of my second opinion report?
Our Customer Service Team will send you a PDF report approved by our radiologist via email.

10. This service is available for which countries?
Malaysia, Indonesia and Singapore.

FAQ: ON-SITE DIAGNOSTICS FOR CORPORATE

1. What are the tests offered for on-site diagnostics?
i. COVID-19 screening
ii. Customized blood test
iii. Vital signs screening

2. How do I make a booking?
Online Registration: On-Site Diagnostics for Corporate
WhatsApp Marketing: +60 16 338 9082

3. How do I make a payment?
Payment option is available online via credit card or bank transfer.

4. This service is available for which countries?
This service is available for corporates companies located only in Malaysia.