Attention: Our Video Consultation services are NOT for emergency symptoms such as Chest Pain, Breathing Difficulty, Severe Pain, Sudden Limb Weakness or Numbness. Should you require urgent care, please visit your nearest emergency department, or call 995 for an ambulance.
Patients can utilise Video Consultation (VC) services for doctor consultations at SHP. Patients who wish to use any VC services at SHP must be 18 years old and above, and located in Singapore at the time of consultation.
Click here for more information about VC services.
Click here for VC’s Terms and Conditions.
FAQ for SingHealth Polyclinics (SHP) Doctor Video Consultation (VC) Services
There are 3 VC services for doctor consultation:
- ‘General Medical Conditions’ is for patients who require same-day appointment for non-emergency, mild illnesses or conditions, such as cough, diarrhoea, and muscle aches. New and existing patients of SHP may use this service.
- ‘Chronic Conditions’ is for follow-up of long-term medical conditions for existing SHP patients, such as diabetes, high blood pressure, and high cholesterol.
- ‘Family Planning’ is for follow-up of oral contraceptive pill for existing SHP patients.
For conditions that cannot be safely assessed or treated without a physical consultation, the doctor will advise for an in-person consultation for further assessment.
Appointment booking
- ‘General Medical Conditions’ provides same-day appointments only. Appointment slots open at 10.00pm the day before and at 7.30am on the same day. Further slots may open at 12.00pm.
- ‘Chronic Conditions’ and ‘Family Planning’ provide advanced appointments only.
Medication Delivery
- ‘General Medical Conditions’ provides medication delivery within 4 hours, at a cost of $4.99.
- ‘Chronic Conditions’ and ‘Family Planning’ provide medication delivery within 4-5 business days, free of charge.
- Self-collection from PILBOX Lockers is available at selected polyclinics, free of charge.
Click here for more information about VC services.
Click here for VC’s Terms and Conditions.
Click here for Medication Delivery and PILBOX Terms and Conditions.
Singaporeans (18 to 64 years old): $17.50
Singaporeans (>65 years old): $8.10
Permanent Resident: $35.40
Non-Resident: $78.37
Cost of medications and the medication delivery fee are excluded. For more information , please refer to Medication Delivery FAQs.
MediSave claimable and subsidies (eg. Pioneer Generation, Merderka Generation card) are applicable for Video Consultation charges.
The final amount payable will be sent via SMS or our Health Buddy app Push Notification after the consultation. Payment can be made via Mobile Pay or through our Health Buddy App. Kindly ensure prompt payment after receipt of SMS/Push Notification.
Patients must be 18 years old and above and located in Singapore to use any SingHealth Polyclinic Video Consultation service. The patient should be able to use Zoom Video app, describe their medical condition and cooperate with necessary examination over VC.
If a patient has visual, hearing, memory or cognitive impairment, he/she must be accompanied and assisted during the VC session by a competent caregiver.
Click here to assess your suitability for the service.
Click here for Terms and Conditions prior to making an appointment.
For conditions that cannot be safely assessed or treated without a physical consultation, the doctor will advise for an in-person consultation for further assessment.
Persons below 18 years old or those located overseas at time of VC should not use this service.
VC should also NOT be used for the following reasons or conditions:
New or Transfer of care |
• Healthier SG enrolment • First Healthier SG Health Plan discussion • Persons who would like to consult SHP for the first time for the transfer of care of their long-term condition(s) • Recent discharge from hospital and follow-up assessments or investigations are required |
Eyes |
• Red eyes • Blurring or loss of vision • Floaters or flashers • Eye pain |
Ears |
• Hearing loss • Ringing of ears • Ear pain, discharge, itch |
Head |
• Giddiness/dizziness, loss of consciousness • Fits or seizures • Sudden onset of weakness or numbness of limbs, facial droop, slurred speech • First presentation of headache with no previous history • Headache with fever or vomiting • Memory loss |
Chest |
• Chest pain or tightness • Breathing difficulties or wheeze • Blood in phlegm • Concerns of worsening cough or phlegm that might warrant a Chest Xray or antibiotics |
Abdomen/Genitourinary |
• Moderate or severe abdominal pain • Persistent abdominal pain • Blood in urine • Blood in stools • Incontinence of urine or bowels • Abnormal menstrual bleeding • Abnormal vaginal discharge |
Sexual Health/ Reproductive Health |
• Emergency contraception • Initiation of contraceptive pill • Sexually transmitted diseases |
Trauma/Pain |
• Head injury • Road traffic accident • Severe injury or bruising • Uncontrolled bleeding or open wounds • Suspected fracture • Pain score of 8 and above out of 10 • Unable to bear weight |
Skin |
• Severe allergic reaction • New onset of skin rash • Skin rash with fever or pain • Mass or lump • Areas that cannot be visualised adequately over video |
Infection |
• Prolonged fever of more than three days • Temperature of 40 Celsius and above |
Psychiatry |
• Emotional or mental distress • Sleeping problems |
We care about your mental health. If you are experiencing symptoms of mental or emotional distress, we advise you to seek an in-person consultation. You may also call the National Care Hotline 1800-202-6868 from 8am to 12am daily or the Institute of Mental Health 24-hour helpline 6389 2222, which is manned by professional counsellors.
Should you require urgent care, please visit your nearest medical facility, emergency department, or call 995 for an ambulance. Emergency conditions which include, but are not limited to:
- Chest pain
- Breathing difficulties
- Severe abdominal pain
- Sudden onset of face droop, limb weakness or difficulty in speech
- Sudden loss of vision
- Fits or seizures
- Severe injury or uncontrolled bleeding
- Severe allergic reaction
- Drug overdose
Click here to assess your suitability for the service.
Click here for Terms and Conditions prior to making an appointment.
For conditions that cannot be safely assessed or treated without a physical consultation, the doctor will advise for an in-person consultation for further assessment.
Video Consultation for General Medical Conditions is available to both new and existing patients of SingHealth Polyclinics.
Video Consultation for Chronic Medical Conditions and Family Planning are for existing patients of SingHealth Polyclinic who have had at least one in-person doctor consultation for the follow-up of their condition(s) in the last 18 months.
For transfer of care for chronic condition(s) to SingHealth Polyclinics, Healthier SG enrolment and first Health Plan discussion, and post-hospital discharge review, an in-person doctor consultation is required.
The doctor will advise accordingly if an in-person consultation is required, and you will be directed to the appropriate medical service.
The operating hours for Video Consultation is from Monday to Friday, 8am to 5pm.
The service is not available on Saturday, Sunday or Public Holidays.
If you require assistance, you may call the hotlines below:
|
SHP VC technical support hotline |
SHP Call Centre |
Telephone number |
6340 7473 |
6643 6969 |
Opening Hours |
Monday to Friday, 8.00am to 4.30pm. |
Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm |
Reasons |
Troubleshooting assistance for Zoom Video Platform and Meeting ID. If you have waited for more than 30 minutes and enquire on status of VC. If you have an urgent enquiry regarding your medications or delivery right after your video consultation. If you have not received your digital Medical Certificate 15 minutes after your session has ended. |
Rescheduling or cancellation of VC appointment
For general enquiries
|
Video Consultation (VC) for General Medical Conditions
It is a same-day doctor VC using the Zoom video platform. Patients can check for available appointment slots on Health Buddy or Health Hub app at 10.00pm the day before and at 7.30am the same day. Additional slots may open at 12.00pm.
Patients can consult for mild, non-emergency conditions such as respiratory illnesses, diarrhea, vomiting, and muscle aches. Issuance of medical certificate, memos and referrals may be provided if necessary. The service provides expedited medication delivery within four hours at a cost of $4.99.
Examples of suitable conditions of mild severity include:
Dental |
• Referral to dental surgeon / specialist |
Chest |
• Cough, runny nose, sore throat, or phlegm |
Abdomen/Genitourinary |
• Diarrhoea, vomiting or abdominal cramps |
Reproductive Health |
• Pregnancy-related morning sickness of mild severity • Referral to specialist for antenatal care with no pre-existing medical conditions • Referral to specialist for infertility (female patient is required to obtain the referral for the couple) • Referral for vasectomy • Referral for contraception options not available at Polyclinic |
Muscle & Joints |
• Joint or muscle pain |
Skin |
• Dry skin |
This service is NOT suitable for the following persons:
- Below 18 years old
- Located overseas at the time of VC
- Routine follow-up of chronic medical conditions such as high cholesterol, high blood pressure, and diabetes. If you are an existing patient of SingHealth Polyclinics, you may be eligible for our video consultation service for Chronic Conditions (Click here to find out more). If you are a new patient of SingHealth Polyclinics, please come for an in-person consultation.
- Medical review after hospital discharge
- Urgent or emergency care. Please seek medical attention at your nearest medical facility, Emergency Department, or call 995.
Video Consultation should also NOT be used for the following reasons or conditions:
New or Transfer of care |
• Healthier SG enrolment • First Healthier SG Health Plan discussion • Persons who would like to consult SHP for the first time for the transfer of care of their long-term condition(s) • Recent discharge from hospital and follow-up assessments or when investigations are required |
Eyes |
• Red eyes • Blurring or loss of vision • Floaters or flashers • Eye pain |
Ears |
• Hearing loss • Ringing of ears • Ear pain, discharge, itch |
Head |
• Giddiness/dizziness, loss of consciousness • Fits or seizures • Sudden onset of weakness or numbness of limbs, facial droop, slurred speech • First presentation of headache with no previous history • Headache with fever or vomiting • Memory loss |
Chest |
• Chest pain or tightness • Breathing difficulties or wheeze • Blood in phlegm • Concerns of worsening cough or phlegm that might warrant a Chest Xray or antibiotics |
Abdomen/Genitourinary |
• Moderate or severe abdominal pain • Persistent abdominal pain • Blood in urine • Blood in stools • Incontinence of urine or bowels • Abnormal menstrual bleeding • Abnormal vaginal discharge |
Sexual Health/ Reproductive Health |
• Emergency contraception • Initiation of contraceptive pill • Sexually transmitted diseases |
Trauma/Pain |
• Head injury • Road traffic accident • Severe injury or bruising • Uncontrolled bleeding or open wounds • Suspected fracture • Pain score of 8 and above out of 10 • Unable to weight bear |
Skin |
• Severe allergic reaction • New onset of skin rash • Skin rash with fever or pain • Mass or lump • Areas that cannot be visualised adequately over video |
Infection |
• Prolonged fever of more than three days • Temperature of 40 Celsius and above |
Psychiatry |
• Emotional or mental distress • Sleeping problems |
We care about your mental health. If you are experiencing symptoms of mental or emotional distress, we advise you to seek an in-person consultation. You may also call the National Care Hotline 1800-202-6868 from 8.00am to 12.00am daily or the Institute of Mental Health 24-hour helpline 6389 2222, which is manned by professional counsellors.
For conditions that cannot be safely assessed or treated without a physical consultation, the doctor will advise for an in-person consultation for further assessment.
No. There are limitations to the duration and type of medications that we can prescribe over the VC for General Medical Conditions service.
If you are an existing patient of SingHealth Polyclinics, you may be eligible for the Video Consultation service for Chronic Conditions follow-up (click here for more info).
If you are a new patient who wish to transfer your care to SingHealth Polyclinics, please book an appointment for an in-person consultation at your nearest SingHealth Polyclinic. You are strongly encouraged to bring a ‘Transfer of Care’ memo from your existing healthcare provider, which should include your medical conditions, medications and latest investigation reports. You can book an in-person consultation via Health Buddy or Health Hub app, call our Call Centre at 6643 6969 or email SingHealthPolyclinics@singhealth.com.sg.
VC for Chronic Medical Conditions
Conditions that are suitable for Video Consultation for Chronic Medical Conditions include, but not limited to:
- Diabetes
- High Blood Pressure
- High Cholesterol
- Kidney Disease
- Stable Heart Disease
- Gout
- Hepatitis B follow-up
- Osteoporosis
- Osteoarthritis
- Thyroid disease (Hyper- and Hypo-thyroidism)
- Stable Asthma or Chronic Obstructive Pulmonary Disease
- Benign prostatic hyperplasia
- Allergic rhinitis
- Psoriasis or Eczema
- Health screening or test follow-up after consulting SingHealth Polyclinics
During your in-person consultation at SingHealth Polyclinics, the care team may assess your condition(s) as suitable for the service and recommend VC for your follow-up appointment.
For long-term conditions follow-up at SingHealth Polyclinics, yearly in-person consultation is required (grace period may be granted to 18 months) and interim follow-ups may be VC.
This service is NOT suitable for the following persons:
- Below 18 years old
- Located overseas at the time of VC
- Urgent or emergency care. Please seek medical attention at your nearest medical facility, Emergency Department, or call 995.
You are required to book an in-person doctor consultation if you:
- Have not consulted SingHealth Polyclinics for more than one year for your chronic condition.
- Would like to transfer care of your chronic condition from another healthcare provider to SingHealth Polyclinics.
- Have been recently discharged from a hospital and require a follow-up review.
- Would like to enrol in Healthier SG or complete your first Health Plan discussion
Video Consultation should also NOT be used for the following reasons or conditions:
New or Transfer of care |
• Healthier SG enrolment • First Healthier SG Health Plan discussion • Persons who would like to consult SHP for the first time for the transfer of care of their long-term condition(s) • Recent discharge from a hospital and follow-up assessments or investigations are required |
Eyes |
• Red eyes • Blurring or loss of vision • Floaters or flashers • Eye pain |
Ears |
• Hearing loss • Ringing of ears • Ear pain, discharge, itch |
Head |
• Giddiness/dizziness, loss of consciousness • Fits or seizures • Sudden onset of weakness or numbness of limbs, facial droop, slurred speech • First presentation of headache with no previous history • Headache with fever or vomiting • Memory loss |
Chest |
• Chest pain or tightness • Breathing difficulties or wheeze • Blood in phlegm • Concerns of worsening cough or phlegm that might warrant a Chest Xray or antibiotics |
Abdomen/Genitourinary |
• Moderate or severe abdominal pain • Persistent abdominal pain • Blood in urine • Blood in stools • Incontinence of urine or bowels • Abnormal menstrual bleeding • Abnormal vaginal discharge |
Sexual Health/ Reproductive Health |
• Emergency contraception • Initiation of contraceptive pill • Sexually transmitted diseases |
Trauma/Pain |
• Head injury • Road traffic accident • Severe injury or bruising • Uncontrolled bleeding or open wounds • Suspected fracture • Moderate pain • Severe pain whereby pain score is 8 and above out of 10 • Unable to weight bear |
Skin |
• Severe allergic reaction • New onset of skin rash • Skin rash with fever or pain • Mass or lump • Areas that cannot be visualised adequately over video |
Infection |
• Prolonged fever of more than three days • Temperature of 40 Celsius and above |
Psychiatry |
• Emotional or mental distress • Sleeping problems |
We care about your mental health. If you are experiencing symptoms of mental or emotional distress, we advise you to seek an in-person consultation. You may also call the National Care Hotline at 1800-202-6868 8.00am to 12.00am daily or the Institute of Mental Health 24-hour helpline at 6389 2222, which is manned by professional counsellors.
For conditions that cannot be safely assessed or treated without a physical consultation, the doctor will advise for an in-person consultation for further assessment.
VC for Family Planning
Our VC for Family Planning service is dedicated for existing patients of SingHealth Polyclinics’ Family Planning Clinic (also known as Well Women’s Clinic) for the combined oral contraceptive pill follow-up. Click here to find more about the service and to check your eligibility.
Our VC for General Medical Conditions service can be used by new or existing patients for Family Planning purposes.
For those who wish to start contraception or transfer of care, please call our Call Centre at 6643 6969 to book an appointment at the Family Planning Clinic (Well Women’s Clinic) for an in-person consultation. Kindly note that only the combined contraceptive pill Levonorgestrel 150 micrograms/Ethinylestradiol 30 micrograms (also known as Microgynon), copper intrauterine device and contraceptive injection are available at SHP.
For those who wish to discuss contraception options, an in-person consultation is strongly recommended. VC may be used to consult the doctor. However, due to the inability to conduct a physical examination, the doctor will not be able to confirm your suitability and prescribe any contraception.
For those who wish to obtain a specialist referral for contraception or family planning, VC for General Medical Conditions service can be used. If you are an existing patient of our Family Planning Clinics, you may also use the VC for Family Planning service.
For the morning-after pill (emergency contraception), kindly book an in-person consultation due to the time-sensitive nature. The medication is currently not available in our pharmacies. However, our doctors can issue a hard-copy prescription for you to obtain it from retail pharmacies.
Appointment Booking
VC for General Medical Condition:
This service is on a same-day appointment basis. Appointment slots open at 10.00pm the day before and 7.30am on the same day. Further slots may open at 12.00pm. You will need to make an appointment through Health Buddy or HealthHub App. Please refer to visual guide below.
VC for Chronic Medical Condition and Family Planning:
This service is available for advanced appointment booking.
You can speak to your doctor at your next face-to-face appointment. You doctor will assess suitability of a VC for your subsequent appointments.
You can also make an appointment through the HealthBuddy or HealthHub app, or call the Call Centre at 6643 6969.
After confirmation of your appointment, you will receive the Zoom Meeting ID details via SMS before your appointment time. The Zoom link will also be made available on the Health Buddy App under ‘Upcoming Appointments’ nearer to your VC appointment date.
We will require your phone number so we can send you the SMS with the Zoom Meetings details for your video consult with the doctor. We may also need to contact you for medication-related counselling, or if there are any changes to your appointment.
We may also send essential medical documents to your registered email address.
As such, these two fields are compulsory.
Please update your particulars in your Health Buddy or HealthHub app, or inform our Call Centre (6643 6969) or counter staff to ensure a seamless journey.
For VC for General Medical Conditions, medication processing will be expedited for delivery within four hours and a delivery address is necessary for us to do so. The delivery address can be different from the address in your NRIC and a person must be present at the delivery address to receive the medications. Medications can not be left at the doorstep or postbox. An admin fee will apply for failed delivery.
For VC for Chronic Conditions and Family Planning, our pharmacy will contact you after your VC on the same day or next working day to arrange for a medication delivery. Similarly, a person must be present at the delivery address to receive the medications.
Yes, you can cancel or reschedule your appointment prior to the day of your appointment.
On the day of your appointment, after a grace period, you will not be able to cancel or reschedule your appointment on the Health Buddy app. You can call our Call Centre at 6643 6969 for assistance on your appointment.
No. The patient must be present on the video during the consultation.
Preparation for Video Consultation
You can refer to our Video Consult User Guide for more information.
You will need the following:
- A location that is private and quiet to conduct the VC and be appropriately attired.
- A device with video and audio functions and internet connectivity to launch Zoom video platform. Please download the Zoom App before your appointment for a better experience.
- Your Identification Card (IC)/ Foreigner Identification Card (FIN). Your doctor may request for you to show your IC/ FIN at the start of the consultation, in order to verify your identity.
- Any home monitoring devices (if any), such as thermometer, blood pressure machine, pulse oximeter.
For VC for Chronic Medical Conditions
- Home Blood Pressure set and monitoring is required for follow up of diabetes, high blood pressure, high cholesterol, kidney disease, heart disease, or history of stroke.
For VC for Family Planning
- Home Blood Pressure set is encouraged but not mandatory for the follow-up of the contraceptive pill.
- If you have the equipment to do so, self-measurement of your weight and blood pressure can be performed before your VC and you can provide the readings to the doctor.
You should conduct the VC in a private, quiet space with strong internet connection, and be appropriately attired. Ensure that the space is adequately lit so your doctor can assess you clearly through the video.
If you are taking public transport or driving, the doctor will not proceed with the VC and will ask you to either re-join when stationary/in a private quiet space or reschedule your appointment.
If you are overseas, the doctor will not proceed with the VC and will ask you to reschedule your appointment. You should consult with a doctor at the existing country.
No. Patients must be situated in Singapore at the time of consultation. This applies to all VC services provided by SingHealth Polyclinics.
You will receive the Zoom details via SMS or Health Buddy Push Notification (if activated) before your appointment time. The Zoom link will also be available under the ‘Upcoming Appointments’ page in the Health Buddy app.
Please join the call 5-10 minutes before your appointment time to ensure you are able to use your video and audio functions and remain in the virtual Waiting Room. The doctor will join after he/she has finished with the previous patient.
If you need further assistance or have waited more than 30 minutes, please call the VC Technical and Support Hotline at 6340 7473.
If you did not receive an SMS or Push Notifications, please do the following:
- Check that you have a confirmed appointment via ‘Upcoming Appointments’ in the HealthHub or Health Buddy app.
- Check that your mobile number is correct in your Health Buddy/HealthHub app
- If you have activated Health Buddy Push Notifications, the information will be available in Health Buddy App’s Notifications Inbox
If you do not receive the Zoom details 15 minutes before the appointment, please contact the VC technical and support hotline at 6340 7473 for immediate assistance.
It is possible for the doctor to start your VC up to 15 minutes earlier depending on the previous patients. Should the doctor be able to consult you more than 15 minutes earlier than your scheduled appointment time, you may receive a phone call (from a Private Number).
If you expect to be late for your VC appointment, you can call the technical hotline at 6340 7473 for immediate assistance. Depending on the duration of delay, you may need to reschedule the appointment.
Delays may occur due to the previous patients’ conditions and technical issues. The doctor may still be with the previous patient and is not ready to see you yet.
We seek your patience to continue to wait, and do not leave the Zoom meeting. Your doctor will enter the Zoom session once he/she is ready.
If you need further assistance or have waited more than 30 minutes, please call the VC Technical and Support Hotline at 6340 7473.
Please try to return to the Zoom meeting as soon as possible. The Zoom details will remain the same. If you require further assistance, please call the VC Technical and Support Hotline at 6340 7473.
VC for General Medical Condition
You will be seeing the polyclinic doctor on duty, who may not be from the polyclinic that you usually visit. You will not be able to select a specific doctor.
VC for Chronic Medical Condition and Family Planning:
You will be seeing a doctor on duty from your existing polyclinic. You will not be able to select a specific doctor.
Post Consultation
You will receive an SMS or Health Buddy Push Notification (PN) after your consultation with the total amount payable. Please click on the link, which will direct you to our mobile payment platform. Please ensure that you make payment promptly once you have received the SMS/PN.
We accept Mobile Pay (i.e. Credit Card, PayNow, eNets), MediFund, Blood Donor, CSC Holder, SingHealth Staff Benefit Card Holder and SPEED Pay.
Note: For those who wish to use 11B payment for the VC for General Medical Conditions service, select 'Civil Service Card (CSC) Holder' during the appointment booking process.
We will deduct your bill under SPEED Pay, unless advised otherwise. To sign up for SPEED Pay (GIRO), please visit here.
Third party payers accepted by SHP are MediFund, Blood Donor, CSC Holder (including 11B), SingHealth Staff Benefit Card Holder & Flexi-MediSave (if you have signed up). They can be used to pay for consultation and medication fee. Medication delivery fees will not be covered by third party payments.
Note: For those who wish to use 11B payment for the VC for General Medical Conditions service, select 'Civil Service Card (CSC) Holder' during the appointment booking process.
You may retrieve it from the Mobile Pay platform.
You will receive a SMS with the link containing your digital MC.
If you have not received your digital MC within 15 minutes of your VC, please call the VC Technical and Support Hotline at 6340 7473 for immediate assistance.
Your doctor will send any referral letter or memo to your registered email address. Follow the instructions included in the email to access your password-protected document.
SingHealth Polyclinics will process the referral backend.
You should receive an SMS or notification in HealthHub or Health Buddy app for your specialist appointment.
If you have not received your appointment date within seven days, please call SHP Call Centre at 6643 6969 (Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm).
For non-urgent appointments, our care team will arrange the appointment(s) within three working days and you should receive the SMS or Notification in HealthHub or Health Buddy app of your appointment. If you do not receive your appointment date(s) within seven days, please call SHP Call Centre at 6643 6969 (Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm).
If an urgent, same-day appointment is required, you will receive an SMS/Push Notification confirmation for your appointment within one hour of your VC ending.
If the appointment is required on the next working day, you will receive an SMS/Push Notification confirmation of the appointment before 9am on the next working day.
The care team may need to call you over the phone to discuss your appointment(s).
Our care team will arrange the appointment, and you will receive an SMS or Notification in Health Hub or Health Buddy app.
If you do not receive your appointment date(s) within seven days, please call SHP Call Centre at 6643 6969 (Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm).
Memos, referral letters and digital MCs will be sent to you electronically.
Invoices can be emailed upon request.
If you require hard-copy documents (including prescriptions), the documents can be self-collected from your polyclinic (free of charge) or via local courier ($5.80 - $7.00 excluding GST fee applies) within five business days.
Medication and Delivery
VC for General Medical Condition
Your medications will be packed in a SingHealth Polyclinics’ opaque, sealed package.
If you opt for medication delivery:
Your medications will be delivered within four hours to the delivery address that you have provided during the appointment booking process. You will receive a message from the courier.
Please ensure that you or a person is available at the delivery address to receive the delivery in person. If no one is present at the time of medication delivery, a failed delivery administrative fee will apply.
The team will attempt to contact you on the next working day. You can opt for self-collection from Eunos Polyclinic Pharmacy latest by the next working day or request for re-delivery (additional delivery fee applies).
If you fail to collect the medications, charges for the medication items will still apply.
If you opt for alternative modes of medication collection:
You may inform your doctor during the consultation if you wish to opt for self-collection of medications from:
- Eunos Polyclinic Pharmacy at Level 2 during the polyclinic’s operating hours, or
- SHP Pharmacy PILBOX lockers at selected locations: Bedok, Marine Parade, Punggol, Sengkang, Tampines and Tampines North Polyclinics.
Click here for Terms & Conditions of PILBOX collection.
VC for Chronic Medical Condition and Family Planning:
Your medications are packed in an opaque and sealed polymailer.
Your medications will be delivered to your indicated delivery address within 3 – 5 business days. Your polyclinic pharmacist will contact you after your video consultation on the same day or next working day.
Should you wish to self-collect your medications from the pharmacy counter or PILBOX, kindly inform your doctor during the video consultation or inform the pharmacist.
VC for General Medical Conditions
You will receive a SMS/Whatsapp message from our delivery vendor which includes a PIN and a tracking link. The courier will ask you for the PIN to hand over the package.
VC for Chronic Medical Condition and Family Planning:
For PILBOX collection, an SMS with OTP to your designated locker(s) will be sent to your registered mobile number once the medications are ready for collection. Please complete your collection within two days of receiving the SMS.
VC for General Medical Condition
If there is no one present at the time of medication delivery, a failed delivery administrative fee will apply and the medications will be held at Eunos Polyclinic Pharmacy. The team will attempt to contact you on the next working day. You can opt for self-collection from Eunos Polyclinic Pharmacy by the next working day or request for re-delivery (additional delivery fee applies). If you fail to collect the medications, charges for the medication items will still apply.
If failed delivery occurs prior to a long weekend due to public holiday(s), the polyclinic team will contact you on the next working day to arrange re-delivery or self-collection. Hence it is important that you adhere to the medication delivery guidance to receive your medications.
If you are unable to comply to medication delivery or ensure someone is present to receive the medications, please opt for SHP Pharmacy PILBOX lockers at selected locations: Bedok, Marine Parade, Punggol, Sengkang, Tampines and Tampines North Polyclinics.
VC for Chronic Medical Condition and Family Planning:
For missed deliveries, contact SHP Medication Delivery Service Centre at 63406230 for assistance.
VC for General Medical Condition
The doctor will discuss and inform you on the items prescribed. The medications will contain instructions and a QR code to scan for further instructions.
If you would like to specifically request for medication counselling, kindly inform the doctor who will arrange for the pharmacist to give you a phone call. Please note that this phone call may be from a private number. Pharmacy tele-counselling for this service is available 8.00am to 4.30pm, Monday to Friday.
VC for Chronic Medical Condition and Family Planning:
The polyclinic will arrange for a video or phone counselling after the video consultation.
VC for General Medical Condition
Please call the VC technical hotline for immediate assistance at 6340 7473 (Monday to Friday, 8.00am to 4.30pm). It is advisable to call the hotline as soon as your VC ends as your medications will be expedited and dispatched.
Outside of the VC technical hotline operating hours, you may contact SHP Call Centre at 6643 6969 (Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm).
VC for Chronic Medical Condition and Family Planning:
Please contact SHP Medication Delivery Service Centre at 63406230 for assistance (Monday to Friday, 8.00am to 5.00pm. Saturday 8.00am - 12.00pm).
If you use the VC for General Medical Conditions service and fail to comply to the agreed delivery protocols, and medications are not collected by alternative means, the medication charges will not be refundable.
For other circumstances, refunds will be considered on a case-by-case basis. You may contact SHP Call Centre at 6643 6969 (Monday to Friday, 8.00am to 4.30pm. Saturday 8.00am - 12.30pm).
For all other queries or feedback, please contact us at 6340 7473 or email us at SingHealthPolyclinics@singhealth.com.sg.
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