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Patient Care

WHAT YOU NEED TO KNOW

Get Ready for the Visit

  1. What are the registration and operating hours of the polyclinic?

    You can click here to view the registration and operating hours of the polyclinic.

  2. I'm a new patient. How do I register?

    Produce your appointment card, identification card (such as NRIC, work permit and birth certificate), and medical benefit documents, if any, at the registration counter.

  3. Do I need to be present during registration?

    Please register in person, as we have to ensure that the correct patient is registered before any medical service is provided.

  4. What do I need to bring for each visit?

    Bring your appointment card, identification card (such as NRIC and work permit), and medical benefit documents, if any, for every visit, even if you are an existing patient.

    We will verify your identity at each visit so that the right patient is registered for medical services. This practice helps us ensure patient safety.

  5. What are the types of benefit cards accepted in the polyclinics?

    We accept:
    • Blood Donor Card
    • Civil Service Card, Public Service Card or Medical Benefit Identification Memorandum
    • Community Medical Benefit Card
    • Public Assistance Card
    • Medifund Card
    • Medical Fee Exemption Card

    Present the original medical benefit document upon registration and payment so that we can verify your status and send the bill to the appropriate organisation(s) or waive the charges accordingly.  

    Make an Appointment

    1. What are the services available on appointment basis?

      Please see here for a list of services by appointment via our call centre. You can call our Call Centre at 6643 6969 to make, change or cancel an appointment.
    2. How do I make an appointment for X-Ray services (such as mammography, and ultrasound)?

      SingHealth Polyclinics provides x-ray services at Bukit Merah, Geylang, Outram, Pasir Ris, Tampines and Sengkang. For enquiries or to make an appointment, call: <><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><>

      Bukit Merah Polyclinic

      Tel: 6272 2366

      Geylang Polyclinic

      Tel: 6842 6046

      Outram Polyclinic

      Tel: 6533 2721

      Pasir Ris Polyclinic

      Tel: 6585 5414

      Sengkang Polyclinic

      Tel: 6489 7713

      Tampines Polyclinic

      Tel: 6783 6680


    3. What should I do if I need to change my appointment?

      You can make, change or cancel your appointment by calling 6643 6969.

    4. How do I register for my appointment at the service selection kiosk?

      Upon arrival at the polyclinic, use Service Selection Kiosk to self-register. Select the option 'appointment only' and follow the step-by-step instructions shown on the screen. Scan your appointment card/ identification card and collect a queue ticket. Proceed to the service point.

    5. How do I sign up for the SMS reminder for appointment?

      Sign up for the SMS reminder service at the clinic appointment or registration counter. Our staff will update the system with your current mobile phone number and the system will send you an SMS reminder 3 days before your appointment.

       

    Dental Services

    1. Where are the dental clinics located?

      SingHealth Polyclinics provides dental services at Bedok, Geylang, Queenstown and Tampines Polyclinics. 
    2. Can I walk-in for consultation?

      The dental clinics operate on an appointment system to reduce the waiting time at the clinic for patients. You only need to come at the appointed time. You can make, change or cancel your appointment by calling 6643 6969.

    3. What if I have an emergency condition?

      We will attend immediately to dental emergencies such as bleeding from extraction, facial swelling, intense pain (arising from advanced tooth decay or other conditions) and trauma.

      A 24-hour emergency dental service is also available at the emergency departments of the Singapore General Hospital, the National University Hospital and Alexandra Hospital.

    4. What are the charges?

      Examination and diagnosis fees range from $14.10 to $23.50 while extraction fees range from $19.30 to $30.90. These fees are applicable to Singapore adult citizens only. Please refer to table of charges for Singapore citizens of other age groups, permanent residents and foreigners.

      The examination and diagnosis fee is charged on an annual basis (12 months from the last examination and diagnosis fee being imposed).

    5. How long do I have to wait for an appointment?

      We will provide you the earliest appointment slot available. Each clinic has a different waiting period.

      The waiting period for appointments can be longer than usual as space constraints and the time taken for each dental treatment limits the number of patients that we are able to serve each day.

      Do book your appointment early if you wish to visit our dental clinic.

    6. What is the referral period to National Dental Centre?

      The waiting time for a "First Appointment" at the National Dental Centre (NDC) varies by specialty and the number of specialists available each day. Patients who require urgent attention will not be turned away and NDC has a policy of offering same-day appointments where patient with emergency will be attended to on the same day.

      Dental services at the polyclinics and NDC are heavily subsidised by the Ministry of Health to ensure that they remain accessible and affordable to the needy. As a result, there is a waiting list of patients requiring elective crown and bridgework, root canal treatment or dentures.

    Health Screening and Laboratory Services

    1. Do you provide health screening at the polyclinics?

      We provide screening for important diseases such as diabetes, hypertension and cholesterol only. Such screening is usually ordered by the doctor for the patient, especially if the patient has chronic diseases.

      We do not provide medical examination/ clearance for employment, work permit application, Outward Bound School Course (OBS) and Powered Pleasure Craft Driving License (PPCDL).

      For such medical examination/ clearance, you may wish to visit general practitioner clinics nearby.

    2. Where should I go for health screening packages?

      Full body screening packages are available at Singapore General Hospital or Changi General Hospital.

    3. Do I need to see a doctor before I go for any laboratory test?

      Share with our doctor your health concerns and consult him on what type of laboratory test you should take. Our doctor will assess your condition and advise you accordingly.

      If you have a referral letter from a doctor prescribing a specific laboratory test, you may proceed directly to the laboratory to have the test done. You may wish to find out the rates for the test before taking the test.

    4. What are the recommended times to visit the clinic?

      If you do not have to fast for your blood test, visit the clinic during 10am to 12.30pm or 2pm to 3pm. The morning period before 10am is mainly for patients who need to fast the night before for their blood tests.


    5. How do I get my test results?

      Laboratory test results are usually ready in 2 to 3 weeks after the test is done. Our staff will contact you if the test result is abnormal.

      If your test result is normal, the doctor will review the result with you at your next follow up visit. If you were referred by a GP for the test, you may request for the test result to be sent to you.

    6. Do I need to see a doctor to review my test results?

      You are required to consult the doctor so that he can interpret the result for you and provide an appropriate course of treatment, if necessary.

      The usual consultation fee applies for this visit.

    Request For Medical Report

    1. How do I request for a copy of my medical records?

      Complete the Clinical Abstract Application Form and send it together with a cheque for S$51.95 (made payable to “SingHealth Polyclinics") to the polyclinic where your records are kept. The form is also available at the clinic registration counter. Payment has to be made at point of request.
      You have to indicate the specific medical records required that include:
      • The date of visit
      • The specific conditions

      If you are below 21 years old, do obtain the consent of your parents or legal guardian.

      If the person whose medical report you wish to obtain has passed away, submit a copy of his/her death certificate and the Grant of Representation letter for the execution rights together with the Clinical Abstract Application Form. Clinical Abstract Application Form is to be completed by deceased patient’s authorized legal representative and/or appointed Committee of Person and Estate

      You may request the medical report to be sent to you. You may also collect the report personally or authorise someone else to collect in person. Please produce an authorisation letter if another person is collecting on your behalf.

    2. Can my insurance company request a copy of my medical records on my behalf?

      The appointed insurance company has to submit an official letter, letter of authorisation or the Clinical Abstract Application Form (either forms are to be signed by you) together with a cheque of S$51.95 (made payable to “SingHealth Polyclinics") to the polyclinic where your records are kept.

      The appointed insurance company has to state in the letter the specific medical records required that include:
      • The date of visit
      • The specific conditions

      The medical report will be sent to the appointed insurance company.

    3. What do I need to bring along when collecting the report?

      Produce your identification card at the when collecting your medical report. If the patient is deceased, the authorised legal representative and/or appointed Committee of Person and Estate is to produce their identification card upon collection of medical report, If you are collecting the report on someone else's behalf, you need to produce your NRIC and an authorisation letter from the patient.

    4. How do I make payment for the medical report?

      Payment has to be made at point of request. You can pay by cash, cheque or NETS at the polyclinic. Cheques should be crossed and made payable to ' SingHealth Polyclinics'. Write the name and NRIC of the patient on the back of the cheque. Please do not send cash by mail.

    Transfer of Medical Records

    1. Can my medical records to be transferred to another polyclinic under SingHealth Polyclinics?

      You can do so by completing the Transfer of Medical Records Form and hand the form to registration counter. Your medical records will be transferred to the polyclinic of your choice within 2 weeks from the date we received your request.

    Make Payment

    1. What are the payment modes available at the polyclinic?

      You can pay by cash, Cash Card, cheque or NETS. Cheques should be crossed and made payable to 'SingHealth Polyclinics'. You can also make payment at our self-service payment kiosk available at all polyclinics.

      Other than paying cash, you may use Medisave to pay for outpatient treatment of MOH-approved list of chronic diseases:

      • Diabetes Mellitus
      • Hypertension
      • Hyperlipidemia (lipid disorders)
      • Stroke
      • Asthma
      • Chronic Obstructive Pulmonary Disease (COPD)
      • Schizophrenia
      • Major Depression
      • Bipolar Disorder
      • Dementia

      You can use your own Medisave account or the Medisave account of your immediate family members (i.e. children, spouse and grandchildren). The withdrawal limit is $400 per Medisave account per year.

      To apply for the use of Medisave to make payment for outpatient treatment, submit the completed Medisave Authorisation Form (available at the registration counters at our polyclinics). You can start using Medisave to pay part of the bill immediately upon submission of the Medisave Authorisation Form.

    2. What should I do if I have difficulties paying my bill?

      If you are unable to pay for your medical bill due to financial difficulties, please inform our staff. We will arrange for a Medical Social Worker to assist you. She would be able to advise you on the various schemes available in SingHealth Polyclinics and community organisations.

    3. Can I apply for Medifund?

      As long as you are a Singapore citizen, you may apply for Medifund.
      We can refer you to our Medical Social Worker who can help you with the Medifund application. Please approach any of our counter staff in our polyclinics for assistance.

    4. I need help for my medical bills. Do I need to apply for Medifund first before I can seek treatment at the polyclinics?

      Rest assured that no patient will be denied treatment. You can see the doctor first. After that we will refer you to our Medical Social Worker who can help you with the Medifund application and make arrangements to take care of your bills in the meantime.

    5. How much help can I get from Medifund?

      The actual amount provided will depend on your financial and social situation, and the amount of your medical bill. We can arrange for an appointment for you to meet our Medical Social Worker for further discussion.

    6. I received an invoice from your office. How can I make payment?

      Payment can be made at all our polyclinics using cash, Cash Card, NETS or cheque. Cheques should be crossed and made payable to 'SingHealth Polyclinics'. You can also make payment at our self-service payment kiosk available at all polyclinics.

    Medication

    1. Why are some medication not available at your clinic?

      Our polyclinics carry a wide range of standard or common medication required by the majority of our patients. We stock only a limited range of non-standard medication for the convenience of patients who may require them.

      If you are prescribed a medication that is not available at our clinic, you can :
      • Ask for a standard alternative, if it is available, so that you are able to buy the medication from our polyclinic pharmacy;
      • Buy the medication from external pharmacies.


    2. I am a patient discharged from the specialist outpatient clinic. Why doesn't your clinic carry the same range of medication as the public hospitals?

      Our polyclinic pharmacy stocks standard medication for the type of patients that we serve. Given the limited size of our pharmacy, we are not able to stock all medication for patients discharged from hospitals. Hospital pharmacies are significantly larger than the polyclinic pharmacies so they can stock a wider range of medication for their patient type.

    3. The doctor has prescribed me a few medication, of which some have to be purchased from outside pharmacies. Can I claim the medication charges from my Medisave through your polyclinic later?

      For medication prescribed by our doctors, submit the receipt to our payment counter during your next visit to the polyclinic. Our staff will check the available balance in the Medisave account and arrange for a deduction of the charge through the Medisave account.

    4. Can I return medication that I do not need?

      In the interest of patient safety, we do not allow the return or exchange of dispensed medication as we are unable to ensure the proper handling and hence the quality of the dispensed medication. All returned medications will be discarded. This is a standard practice in most healthcare institutions.

      However, if you experience adverse drug reactions or allergies to your medication; we will make the necessary refund after the doctor's review.

     

    Pioneer Generation Disability Assistance Scheme (PioneerDAS)

    1. What is the Pioneer Generation Disability Assistance Scheme (PioneerDAS) ?

      The Pioneer Generation Disability Assistance Scheme (PioneerDAS) provides $100 a month to help pioneers with their care needs. It is part of the Pioneer Generation Package to honour the contribution of our pioneers. For more information regarding PioneerDAS, please click here

     

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