Get Ready for the Visit What are the registration and operating hours of the polyclinic? You can click here to view the registration and operating hours of the polyclinic. 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. 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. 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 • Medical Fee Assistance Card • Public Assistance Card • Medifund Card/Memo • 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. Will I get to see the doctor at the given time slot? The time given is estimated based on the number of patients before your turn. It may change if the doctor takes a little longer to see each patient, depending on the medical condition. How will I know if I have missed my turn? Queue number called and missed will be displayed on the queue panel outside the doctor's room. Check the queue panel. Make an Appointment What are the services available by appointment? Most of our services are available by appointment. The following Special Services are also available on Saturdays: Minor surgical procedures Referral assessments for assistance schemes Case conference/discussion with patients and family members Patient education activities What are Special Services? Special services refer to services that require longer consultation time due to the complexity of the case or procedure such as minor surgical procedures, referral assessments for assistance schemes and case conference/discussion with patients and family members. View the full list of Special Services available on Saturdays. How do I make an appointment? You can make, change or cancel an appointment via: Online Appointment System Health Buddy mobile application (available on Android and iPhone) SingHealth Polyclinics Call Centre at 6643 6969. To make an appointment for X-Ray services (such as mammography and ultrasound), call: Bukit Merah Polyclinic Tel: 6536 6000 Marine Parade Polyclinic Tel: 6348 2024 Outram Polyclinic Tel: 6533 2721 Pasir Ris Polyclinic Tel: 6585 5414 Punggol Polyclinic Tel: 6443 0674 Sengkang Polyclinic Tel: 6489 7713 Tampines Polyclinic Tel: 6783 6680 What if I do not have an appointment? You are encouraged to make an appointment for your visit so that you can better manage your time and reduce waiting at the clinic. You can make, change or cancel an appointment via: Online Appointment System Health Buddy mobile application (available on Android and iPhone) SingHealth Polyclinics Call Centre at 6643 6969. If you do not have an appointment, you will be given an estimated time slot to be seen at registration. Please expect that the waiting time may be long as priority will be given to those with an appointments. You can either wait in the clinic or return to the clinic before the estimated time of consultation. If you have medical emergencies such as shortness of breath, high fever or chest pain, do alert our staff and you will be attended to immediately. 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. How do I sign up for the SMS reminder for appointment? Sign up for the SMS reminder service at the clinic appointment counter. Our staff will update the system with your current mobile phone number and the system will send you an SMS reminder 5 days before your appointment. Dental Services Where are the dental clinics located? SingHealth Polyclinics provides dental services at Bedok, Punggol, Tampines Polyclinics. What are the operating hours for our dental clinics? Monday - Friday 8.00 am - 1.00 pm (by appointment) Last registration is at 12.40 pm. 2.00 pm - 5.00 pm (by appointment) Last registration is at 4.40 pm. Saturday 8.00 am - 12.30 pm (by appointment) Last registration is at 12.10 pm. Sunday and Public Holiday Closed Can I walk-in for consultation? The dental clinics operate on an appointment system to reduce the waiting time at the clinic for patients. Please arrive 15 minutes before appointment time for registration. You can make, change or cancel your appointment by calling 6643 6969. Do note that patients who are more than 20 minutes late will have their appointment rescheduled. What if I have an emergency condition? We will attend to dental emergencies such as bleeding from extraction, facial swelling, intense pain (arising from advanced tooth decay or other conditions) and trauma. Emergency dental services are also available at: National Dental Centre Singapore The waiting time for a "First Appointment" at the National Dental Centre (NDC) varies by specialty and the number of specialists available each day. You may wish to contact NDC at 6324 8802 for more information. SGH's Department of Emergency Medicine (A&E) National University Hospital Relevant fees may apply. What are the charges? Examination, Diagnosis and Review fees range from $14.90 to $25.50. 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. With effect from 30 June 2015, first-time visits are subject to an Examination and Diagnosis fee. A review fee will be charged for every subsequent review visit (e.g. 6-9 month or 1 year review) or when a consultation* has been done. *Determined on a case-by-case basis. 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. Does SHP provide dental treatment for children? We provide dental care for patients of all ages. If you are under the age of 18, you are to be accompanied by a parent/legal guardian to give consent for every dental treatment. Health Screening and Laboratory Services 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. Where should I go for health screening packages? Full body screening packages are available at Singapore General Hospital or Changi General Hospital. 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. 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. How long will it take for my test results to be ready? Laboratory test results are usually ready in 2 to 3 weeks after the test is done. 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 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$64.60 (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. 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$64.60 (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. 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. 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 Can my medical records to be transferred to another polyclinic under SingHealth Polyclinics? SHP is on Electronic Medical Records. Medical records are shared electronically. You need not request for transfer. Make Payment What are the payment modes available at the polyclinic? You can also pay your bills online. Our online payment service provides you with greater flexibility and convenience in paying your medical bills using VISA or MasterCard credit card. Click here to pay online. You can pay by cash, Cash Card, cheque, NETS or GIRO. 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. 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. Please bring along the original NRIC of the Medisave account holder for verification. 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. 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. 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. 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. I do not quite understand my bill. Can anyone help me to read my bill? If you require assistance in understanding your bill, please approach our counter staff or refer to our Guide to Reading Your Bill. 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. Payment by GIRO Do I have to pay to open or terminate a GIRO account? Currently, there is no charge for setting up a GIRO arrangement. Can I pay all my polyclinic bills by GIRO? You can pay your polyclinic bills from participating polyclinics by GIRO, except for items purchased at our retail pharmacy. Can I still use Medisave if I opt to pay by GIRO? You will need to proceed to payment counter during the day of visit for receipt and usage of Medisave. Your Medisave account will be deducted first for payment; any balance amount will then be deducted through GIRO. What if the bill is inaccurate? Please inform our staff at the registration or payment counter or call the polyclinic that you visited within seven working days. When will payment be deducted from my account? Deduction will be on the 10th or 25th of the month. If the date falls on a Public Holiday, Saturday or Sunday, the deduction will be made on the next working day. Can I stop GIRO payment on a particular bill? You can inform our staff at the registration or payment counter or call the polyclinic that you visited. Please notify us at least five working days before the deduction date. You should inform your bank to stop the GIRO payment too. What if the wrong amount is deducted from my bank account? You can inform our staff at the registration or payment counter or call the polyclinic that you visited. Any incorrect deduction due to system error will be refunded to you within one week of notification. What if my account does not have sufficient funds when the GIRO deduction is made? If the first deduction is unsuccessful, a second deduction will be made two weeks later. Please ensure sufficient funds are available for the second deduction. Medication 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. 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. 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. Can I return medication that I do not need? We do not accept returned drugs due to hygiene and safety reasons. Pioneer Generation Disability Assistance Scheme 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. Enhanced Drug Subsidies for Singaporeans & Pioneer Generation (with effect from 1 January 2015) What are the enhanced drug subsidies about? From 1 January 2015, all Singaporeans will enjoy additional subsidies on current subsidised drugs. Pioneers will have an additional 50% off. The enhanced drug subsidies are offered to all Singaporeans and Pioneers. The table below shows the amount of subsidy applicable. Enhanced subsidy for Singaporeans Enhanced subsidy Pioneer Generation Lower to middle income Singaporeans 75% off subsidised drugs Additional 50% off subsidised drugs All other Singaporeans 50% off subsidised drugs Extracted from MOH website www.moh.gov.sg The enhanced subsidies apply to subsidised drugs only. For a list of subsidised drugs, please refer to MOH website www.moh.gov.sg Is there a limit to the amount of medication that I can purchase? Your doctor will assess your medical condition and health needs and prescribe accordingly. My current medication is a non-subsidised drug. Is there any way I can enjoy the enhanced subsidy? The enhanced subsidies apply to subsidised drugs only. You may wish to discuss with your doctor about subsidised drug options.