What is KonsultaMD?

KonsultaMD is a telemedicine service that provides 24/7 access to licensed doctors to

address your general and mental health concerns, no appointment needed. You can
consult a doctor via chat, voice or video call from the comfort of your home.

What are the key features of KonsultaMD?

1. 24/7 Telemedicine Consults. Talk to a licensed general physician anytime via

chat, voice or video call, no appointment needed.
2. Primary Medical Advice. Get primary medical advice on basic healthcare,
primary conditions such as cough, fever, cold, allergies, and permissible
medication over the phone.
3. General Health Information and/or Diagnostics Interpretation. KonsultaMD
doctors provide information on any health-related inquiry, which includes the
interpretation of laboratory results and diagnostic examinations.
4. Access to e-Medical Documents. KonsultaMD doctors may provide important
medical documents such as e-prescription, e-laboratory request, and e-medical
certificate at the doctor’s discretion. These are accessible through SMS or the
KonsultaMD app.
5. Immediate Access to Doctors. Consult with a doctor virtually with a
guaranteed wait time of 5 minutes or get your money back when you use a
Fast Pass.
6. Mental Health Support. Receive mental health first-aid support through
KonsultaMD’s licensed psychologists, trained to take care of your mental well-
being.
7. Purchase Medicines and Supplements for Delivery. Order from the
Pharmacy and have it delivered to your door.
8. Concierge. A medical concierge can book your medical deliveries, at-home
and in-clinic laboratory tests and at-home medical tests.
9. Consult a Healthcare Professional in Person (Coming Soon!). Schedule a
face-to-face consultation with experts at home or in-clinic.
10. Book Laboratory Tests (Coming Soon!). Conveniently have your laboratory
tests done at home or in-clinic.

Do you have specialized doctors in KonsultaMD?

Yes, we have a variety of specialized doctors. You may book an appointment through
the app if you’re a KonsultaMD member.

Currently, KonsultaMD offers 23 various specializations:

● Cardiology

● Dermatology

● Otolaryngology (Ears, Nose, Throat)

● Endocrinology

● Family Medicine

● Gastroenterology

● General Dentistry

● General Medicine

● General Surgery

● Internal Medicine

● Mental Health

● Nephrology

● Neurology

● Nutritionist-Dietitian

● Obstetrics and Gynecology

● Oncology

● Ophthalmology

● Orthopedic Surgery
● Pediatrics

● Pulmonology

● Rehabilitation Medicine

● Rheumatology

● Urology

How sure am I that I’ll get an accurate assessment if the doctor can’t see me?

KonsultaMD doctors are trained to provide primary medical advice on basic healthcare
and permissible medication over chat. Please note that they only provide initial
assessment, and should not replace physical assessment. Rest assured that the doctor
who will handle your chat session will inform you if there is a need to have a face-to-
face consultation with a doctor.

Membership
Who is eligible to become a member of KonsultaMD?

Anyone who is eighteen (18) years old or above.

Dependent
Can someone under eighteen (18) years old consult a doctor on KonsultaMD?

Yes, as long as the dependent is accompanied by a parent or a guardian who is a

KonsultaMD member during the consultation. He/she must be listed as a dependent of
the KonsultaMD member.

What services are available to patients under eighteen (18) years old?

KonsultaChat, Mental Health, Fast Pass, Regular Video Consult, Regular Voice Consult
Simply follow these steps prior to your consultation:

1. Add the patient as a minor dependent to your account through the My

Dependents section found in your Profile page.
2. Choose the consultation option required by the patient.
3. When booking the consultation, you will be asked who the consultation is for.
Click the Change link and select the correct patient.
4. Continue to fill in the rest of the details as necessary.
5. Proceed with the check out step to complete the booking process.

How do I add my dependents?

You may create a separate profile for your dependents by following these steps:

1. Log in using the primary account’s mobile number.

2. Tap the profile icon in the upper-left section of the home screen.
3. Select the My Dependents menu item.
4. Tap on the Add New Dependent button at the bottom of the screen.
5. Fill out the necessary information, then tap the Save button to finish.

How can my dependents do a video consultation using the app?

Dependents can do video consults in just a few steps:

1. Log in using the primary account’s mobile number.

2. Click TALK TO A DOCTOR.
3. Click VIDEO CALL.
4. Select WHO IS THIS CONSULTATION FOR
5. Select the dependent profile you want to use.
6. Click continue to proceed to the consultation flow
7. Input reason for calling a doctor.
8. Your dependent can now start consulting a doctor.

Health Plan
How do I purchase a KonsultaMD Health Plan?

You may purchase a Health Plan directly through the mobile application. Here's how:
 1. Download the KonsultaMD mobile application from the Google Play Store or
the Apple App Store.
2. Register using your mobile number and create your profile.
3. Navigate to your Profile page by tapping on the profile button found in the
upper left part of the home screen.
4. Tap on the Plans & Subscriptions menu item.
5. Select the Health Plan from the list available and tap on it to view the details.
6. Tap on the Subscribe Now button at the bottom of the page.
7. Select your payment method.

What are the available Health Plans on KonsultaMD?

1. KonsultaPlus

● Unlimited KonsultaChat Consults

● Exclusive Discounted Vouchers on On Demand Consult Products

Vouchers

I have a voucher code, how do I use it?

You may use the code by following these steps:

1. Select the service (Consultation booking, medicine purchase, etc.) where your
voucher code is applicable within the app.
2. Proceed to the checkout step of your booking or ordering process.
3. Enter the voucher code by clicking on the “Apply Promo Code” button and
typing the code you have in the text box.
4. Voucher code discount or entitlement will be applied to your final payment
details baked on its validity.

Note: Voucher codes provided by KonsultaMD partners are subject to the terms and
conditions set forth by the partner.

Can I apply multiple voucher codes at the same time?

Only one (1) voucher code may be applied to a transaction at a time.

Doctors Consultation
Pay Per Consultation
Can I select a doctor when I call?

Due to the volume of calls, selecting a doctor of your choice is currently not allowed.
Rest assured that all KonsultaMD doctors are well-trained to take your call.

In the near future, we’ll be having a new feature that allows you to choose your doctor
so watch out for that!

1. KonsultaChat

What is KonsultaChat?

KonsultaChat allows you to consult with a general physician or a psychologist over chat.
A session with a general physician costs P199, while a session with a psychologist
costs P399.

Is there a time limit or message limit to the chat service?

There are no time and message limits when you use your KonsultaChat service. Chat
sessions for this service are ended by KonsultaMD once the doctor does not receive a
response from you after 30 minutes as our doctors are able to provide the best service
to all waiting users.

Can you issue medical certificates for fit to work via KonsultaChat?

Yes, KonsultaMD may issue medical certificates for fit to work at the discretion of the
attending physician. The issuance of the medical certificate will depend on the
information gathered by the doctor from the consultation and adheres to KonsultaMD’s
guidelines.

2. Fast Pass
What is a Fast Pass?

Fast Pass is a premium VIP lane for KonsultaMD’s video consults. For only P500 per
consult, you can consult a general physician with a waiting time of less than 5 minutes
guaranteed or we refund your money back to you.

3. Mental Health Support (Video and Chat Consultation)

What is Mental Health Support?

Mental Health (MH) Support offers 24/7 online consultation with KonsultaMD’s licensed
mental health counselors over chat or video call, no appointment needed. Choose from
either a video consultation for only P600 or a chat consultation for P399.

These mental health counselors will work closely with you on the possible direction of
your mental health journey and develop an appropriate care plan for your mental health.
If you would like to consult with a psychologist or psychiatrist, you may do so through a
scheduled booking in the “Talk to a Mental Health Specialist” section.

What’s the difference among the different mental health professionals?

During your Mental Health Support consultation that is on-demand, you will be talking to
an available mental health counselor. To help you prepare for your consultation, here
are are some important differences between the different types of mental health
professionals namely mental health counselor, psychologist and psychiatrist:

How long is the duration of the Mental Health Support consultations?

This will depend on your concern but each consultation for both video and chat lasts for
a maximum of 30 minutes per session.
What will I get from a Mental Health Support consultation?

Your assigned mental health counselor will be able to provide answers to your mental
health concerns and needs. They will work closely with you on the possible direction of
your mental health journey and develop an appropriate care plan for your mental health.

Is there a difference between a Mental Health Support Video Consult and

KonsultaChat?

Through Mental Health Video Consult, you will have the opportunity to see your mental
health counselor through an online face-to-face webcam while KonsultaChat allows you
to express your thoughts and feelings to the counselor through a chat box. Both
services are available 24/7 with a mental health counselor, no appointment needed.

For on-demand mental health support, can I select the type of mental health
counselor I want to consult with?

Due to the volume of calls, selecting a mental health counselor of your choice is not
available. Rest assured that all KonsultaMD staff are competent, licensed and well-
trained to take your call or chat consultation.

For psychologists and psychiatrists, you may schedule a booking in the “Talk to a
Mental Health Specialist” section.

I availed the Mental Health Support. Can I get a diagnosis?

Our Mental Health Counselors can help you with your basic mental health concerns.
Should there be a need for further psychological assessment, the Mental Health
Counselor may refer you to a specialist. The specialist can range from a psychologist or
psychiatrist and will be chosen according to your needs.
Can an online mental health counselor provide e-medical certificates and
psychiatric medication?

Mental health counselors cannot provide medical certificates but can refer you to a
psychiatrist for psychiatric medication as needed.

For e-medical certificates, you would need a separate appointment with a psychologist
or psychiatrist.

I want to speak with someone, but I am not clinically diagnosed with any mental
health problems. Should I still avail of this service?

Definitely! Through mental health support, you can also learn more about yourself, your
well-being, self-care and more with regard to your mental health.

Scheduled Consultation
How do I select a doctor?

In order to select a doctor for a scheduled consultation, you may go through the doctor’s
list in the specialization that you want to select the doctor that you want to consult with.

After selecting a doctor, you can also select what kind of service you want from them.

How do I book a consultation with my doctor?

1. Select a doctor
2. Select a video later consultation
3. State your reason for consulting with the doctor
4. Select a time and date that you want to consult with your doctor
5. Pay for your consultation
6. Wait for your doctor to accept your request.
What happens if the doctor does not accept my request for a consultation.

Your doctor will need to accept your request at the latest 2 hours before your
appointment. If your doctor declines your request, you will be refunded the full amount
that you had paid within 24 hours.

What if I need to cancel my appointment?

You can select the cancel appointment button in your confirmed booking’s page in order
to cancel your appointment. Please do note that if you cancel less than 12 hours before
your consultation you will receive a partial refund corresponding to half the amount you
had paid. Past that, you will get a full refund.

What if my doctor cancels my appointment?

If your doctor cancels your appointment, you will receive a full refund.

How do I enter the consultation room?

You will receive a notification when you are able to enter your waiting room 10 minutes
before the start of the consultation. In order to enter the consultation room, you will need
to go to the activity page and click on the “Start Consultation” button.

I accidentally disconnected, how do I reenter the room?

In order to reenter the consultation room, you will need to go to the activity page and
click on the “Start Consultation” button. Your room will remain open while your doctor
has not yet sent you your medical certificate.
On-Demand Consultation
How do I select a doctor?

In order to select a doctor for a scheduled consultation, you may go through the doctor’s
list in the specialization that you want to select the doctor that you want to consult with.

After selecting a doctor, you can also select what kind of service you want from them -
either a chat now or a video now.

How do I book an on-demand consultation?

1. Select a doctor
2. Select a video now or chat now consultation
3. State your reason for consulting with the doctor
4. Wait until the doctor responds to your request
5. If the doctor has accepted your request, you will be sent to the payment screen
6. Pay for your consultation
7. Wait for the doctor to enter the waiting room.

How long do I have to pay for the consultation?

After the doctor responds to your request, you have 5 minutes to pay for the
consultation before you will need to request for the doctor again.

Bundles
1. KonsultaCare

What is KonsultaCare?

KonsultaCare is a 7-day prioritized monitoring program for people that have COVID-19
or other viral illnesses that need consistent medical assistance from general physicians.
The package ensures the person’s wellbeing during isolation.
What are the illnesses covered by KonsultaCare?

You may use KonsultaCare to monitor the following illnesses:

● COVID-19

● Chicken Pox

● Monkey Pox

● Shingles

● Measles

● Dengue

● Asthma

● Pneumonia

What are the benefits of KonsultaCare?

1. Unlimited Fast Pass Consultations. The patient has unlimited priority video
consultations via Fast Pass with a General Physician for 7 days.
2. Medical Certificate and Fit to Work Clearance. Medical documents will be
issued upon proof of recovery.

How do I buy a KonsultaCare package?

1. Purchase the KonsultaCare Package on the KonsultaMD website

2. A voucher code will be sent immediately via SMS to the KonsultaMD registered
mobile number upon successful payment
3. Enter the voucher code in the KonsultaMD app
4. Consult with a General Physician as needed over the course of 7 days
5. Once the patient presents proof of recovery on the 7th day, the doctor will
issue a Medical Certificate and Fit to Work Clearance

When do you issue Medical Certificates for Fit for Work?

KonsultaMD will issue the patient’s medical certificate for fit to work once the patient
presents a valid proof of recovery to the doctor during the consultation. Please note that
issuance of the medical certificate will depend on the information gathered by the doctor
from the consultation and if it follows KonsultaMD’s guidelines.

What documents are presented as Proof of Recovery?

Proof of recovery documents will vary depending on the illness that the patient is being
monitored for but in general, the following documents will be accepted:

● Negative COVID-19 Test Result from an accredited testing center (Antigen or RT-
PCR, depending on the doctor’s instruction)

● Laboratory tests

● Other documentation required by the doctor

Note: Results from Do-It-Yourself and Self-Testing kits will not be accepted.

What happens if the patient can provide a negative test result prior to the 7th day
of monitoring?

The patient may submit the negative test result prior to the 7th day of monitoring, but
the patient will still be able to consult with a doctor for the duration of the package.

What happens if the patient is still COVID-19 positive or still sick after the 7th day
of monitoring?

The doctor will tell the patient that they need to purchase another KonsultaCare
package should they wish to have continued access to consult a doctor.

Will my KonsultaCare expire?

You may buy KonsultaCare now then activate it anytime you need it. Input the voucher
code in the app when you need it and the 7 day count will only start after your first
successful consultation.

I already called and consulted a doctor. Can I call again to get a second opinion
from another doctor?

Definitely! Voice consults are unlimited so you can call as many times as you want.
While there is no full guarantee that your call will be routed to another doctor right away,
you can always try to call again another time and get a second opinion from another
KonsultaMD doctor.

Concierge Service
What is KonsultaMD Concierge?

KonsultaMD Concierge is a chat feature that allows you to speak with a Medical
Concierge to book Medicine Delivery and At-Home Lab Tests during your preferred
schedule. One time payment of Php 200 gives you unlimited access to Concierge Chat
for 30 days. The Php 200 excludes fees for medicines, delivery, lab tests, and
professional services.

Availability and Usage

Can I have services booked via KonsultaMD Concierge for someone else?

Yes, you can have the Concierge book for someone else. They do not need to be
enrolled as your dependent. You can book for someone else as long as you have the
necessary document/s to avail of the service (i.e. Lab Test Request for Lab Test).

Service Availability
When can I chat with the Concierge?

Our Concierge Team is available 7 am to 10 pm, Monday to Friday. Any messages sent
beyond those hours will be answered as soon as our operations resume.
For Medicine Delivery, the cut off for same day orders is at 4 pm, Monday to Friday. Any
orders made beyond 4pm will be accommodated during the next operational day.

What are the serviceable areas for medicine delivery and at-home lab tests?

At present, KonsultaMD Concierge is available within Metro Manila only.

Medicine Delivery

How can I order medicines via the app?

To order medicines via the mobile application, simply follow these steps:

1. Select PHARMACY on the homepage

2. A prompt will appear to confirm your location. Enter as accurately as possible.
3. Shop for your desired items
4. Check out and proceed to payment

I ordered Medicines via the app. When should I expect to receive it?

Operating hours of Medicine delivery service is between 9am to 5pm, from Monday
through Sunday. Orders placed in the app before 5pm will be delivered on the same
day. Any orders made beyond 5pm will be accommodated as soon as the operations
resume the next day.

Can I upload a prescription?

Customers can upload their prescriptions upon ordering. If the customer has an existing
prescription in the app, the customer can upload the prescription from ‘Saved’
prescriptions.
What will happen if an item from my order is not available?

During ordering, customers will be shown options if product is not available: (a) Replace
product with another item, (b) Cancel the entire order, or (c) Remove item from order.

If the customer chooses to replace the product with another item, product replacement
options will be shown related to the initial product ordered.

Can I cancel my Medicine Delivery request?

Customers can cancel the order in the app if the order has not been accepted by a
store. Once a store has acknowledged the order, the customer will no longer have the
option to cancel.

Account-Related Questions
Account Management
If I change my mobile number, what will happen to my KonsultaMD Health Plan?

Your Health Plan may get suspended, so we encourage you to contact our Wellness
Representatives through the hotline at (02) 7798 8000 or e-mail us
at help@konsulta.md. You may also chat with us on our Facebook page.

I am not a Globe user. Can I still be a KonsultaMD member?

Yes, KonsultaMD is available for all networks. We encourage you to become a

Globe/TM customer so you can enjoy consulting our doctors for voice calls with NO call
charges.
E-Medical Documents
If I require a prescription medication that requires S2 License, will KonsultaMD be
able to prescribe?

No, KonsultaMD doctors cannot prescribe medication that requires S2 license since this
type of medication warrants a face-to-face consultation and/or requires diagnostic
examinations prior to prescribing.

Do you issue Medical Certificates for Fit to Work?

Yes, KonsultaMD may issue medical certificates for fit to work at the discretion of the
attending physician. The issuance of the medical certificate will depend on the
information gathered by the doctor from the consultation and if it follows KonsultaMD’s
guidelines.

Resolving Issues
What will happen if the consultation gets cut?

Simply log into the app again and click the service you were using to continue your
consultation.

In case the consultation does not get completed, users may request a refund by calling
the hotline at (02) 7798 800 or by emailing us at help@konsulta.md. We will validate
your refund request within 48 hours.

I got busy and forgot to respond to the doctor. Why am I being prompted to pay
again when I click the KonsultaChat tile on the dashboard?

To ensure that our doctors are able to respond to all waiting users, chat sessions will be
ended and closed if the doctor does not receive a response from the patient after 30
minutes from the last message sent by the doctor.

What happens if no one is responding in the service I availed of?

Our doctors or concierge team are notified as soon as you start messaging. If a doctor
or concierge suddenly doesn’t respond due to valid reasons (e.g. connectivity issues),
someone new will be assigned to attend to you after 30 mins.

Security and Confidentiality

How can I be assured that I am talking to a licensed doctor?

KonsultaMD screens all its applicant doctors and ensures that these doctors have a
PRC license prior to hiring. KonsultaMD also conducts rigorous training for its licensed
doctors for their continuing medical education (CME) to maintain their competence in
providing quality healthcare for you.

Note: CME is the process by which health professionals engage in activities or

webinars to support their continuing professional development.

Are all consultations secure and confidential?

All consultations are 100% secure and confidential. By law and ethics, doctors are
bound to maintain the confidentiality of each session.

We highly prioritize doctor-patient confidentiality, so we’d like to remind patients that

taking screenshots, recording, and disclosing private conversations involving personal
data, such as names or addresses, or other sensitive materials, without the consent of
the involved parties is strictly prohibited.

Our Concierge Team will only access your Prescription, and Lab Test Request upon
your explicit consent.

Payment and Charges

What are the accepted payment methods available in the KonsultaMD
application?

● Credit Card

● Debit Card

● GCash
Do you accept Senior Citizen or PWD ID for discounts?

Users may attach their Senior Citizen or PWD ID to avail of any eligible discounts on
their bookings or purchases. They may add any IDs they want to use in the Saved IDs
menu of their Profile page.

Once they have added an ID, they can select it for attachment during the checkout page
of a booking or purchase under the PWD/SR ID section. It will then be sent to and
reviewed by the doctor or provider after the payment has been processed. Please note
that discounts will still be subject to verification by the doctor or provider and will need to
be refunded afterwards for straight payments.

Are there call charges when I call the hotline?

See table below for the applicable call charges:

Notes:

● NDD - National Direct Dialing

● Calls from outside the Philippines are charged International Direct Dialing (IDD)
Rates

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