- Who may enjoy HKAH – SR’s telemedicine service?
Patients eligible for HKAH – SR’s telemedicine service include: (1) Registered patients of HKAH – SR (i.e. existing patients); and (2) Those who are already a patient of the designated physician booked for telemedicine service, or have previously been under the care of said physician as an in-patient.
Our telemedicine service is not applicable to patients seeking first-time consultation with the designated physician.
Please note that patients should be in Hong Kong during their telemedicine session.
Patients under 16 years old should be accompanied by an adult (aged 21 years or above) during their telemedicine sessions. The accompanying adult must show his/her valid identity card to the doctor at the start of the session.
Due to the inherent limitations of telemedicine, please note that physical assessments such as palpation and auscultation will not be conducted.
Please settle the consultation fee within the same day of making an appointment via the HKAH mobile app. Once payment is received, you will receive a confirmation notification .
If the payment is not settled within the same day of booking, please call 3651 8998 to rebook your appointment.
- When is the earliest I can arrange my appointment for?
Family Practice Out-Patient Clinic hours:
- Mondays to Fridays: 09:00 – 17:00
- Saturdays, Sundays, and public holidays: not available
You may schedule an appointment as early as three hours after payment.
- May I change my confirmed appointment?
Yes, please call 3651 8998 at least two hours before your appointment time to reschedule your confirmed appointment if needed. Please note that once the appointment is confirmed after payment, it is non-transferable, non-exchangeable, and may not be canceled. The payment is non-refundable.
- May I book for another person?
Yes, you may book for another person with his/her consent. Please prepare all necessary registration information when booking, including his/her patient number, full name in Chinese and English, date of birth, Hong Kong Identity Card number, mobile number, and email address.
Please note that once the appointment is confirmed after payment, it is non-transferable, non-exchangeable, and may not be canceled. The payment is non-refundable.
- How should I prepare for my telemedicine session?
Before attending your session, please:
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- Ensure you have a mobile phone equipped with webcam and microphone functions
- Download and install the HKAH mobile app
- Find a quiet, private, and well-lit environment to attend your session to avoid interruptions
- Ensure you have a stable internet connection
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Log in to the telemedicine session through the link in the HKAH mobile app 15 minutes before your appointment.
Please do NOT take photos or videos during the telemedicine session without prior notification and consent from your doctor.
- What devices do I need and is there anything I need to be aware of?
Please ensure you have a stable internet connection and a device with interactive video conferencing capabilities. We suggest choosing a quiet place to attend the telemedicine session.
- Will the telemedicine session be recorded?
The Hospital does not recommend recording the telemedicine session. Please do NOT take photos or videos during the telemedicine session without prior notification and consent from your doctor.
- What should I do if the physician is not able to confirm the diagnosis or if an in-person consultation is required?
You may be required to attend an in-person consultation as advised by the doctor after the telemedicine session.
- Will I be able to obtain a sick leave letter after the telemedicine session?
Doctors may issue sick leave letters depending on each patient’s condition. Other medical certification letters may be issued on a case-by-case basis.
- What payment methods are accepted?
Please download the HKAH mobile app to settle your payment and obtain an electronic receipt. The HKAH mobile app payment system accepts Visa, Mastercard, UnionPay, and Alipay.
- What is the fee for telemedicine?
The doctor's consultation fee under the Family Practice Out-Patient Clinic is HK$450 per session. Medication fees and delivery charges (if applicable) are confirmed after the telemedicine session.
(Fees are subject to change. Please refer to the Hospital website for the most updated information.)
- What fees should I expect for a telemedicine session? When should I pay?
The doctor's consultation fee should be paid within the same day of making an appointment. The medication fee and delivery charges (if applicable) are confirmed and charged after the telemedicine session.
- Will I get a refund if I cancel my appointment?
Please note that once the appointment is confirmed after payment, it is non-transferable, non-exchangeable, and may not be canceled. The payment is non-refundable.
No, this service must be paid via direct debit.
- If I fail to attend the telemedicine session at the scheduled time, will I get a refund?
If you need to reschedule your appointment, please call 3651 8998 at least two hours before your appointment time.
Patients who fail to cancel their booking two hours prior to their appointment, or do not log on for their telemedicine session within 15 minutes of their appointment start time will forfeit their session. Payment will not be refunded and the appointment is non-transferrable and non-exchangeable.
- How do I obtain an official receipt for the telemedicine session?
Patients who opt for medication delivery or pickup will also be given a paper receipt along with their prescribed medication if they have selected to have the paper receipt during payment settlement. Moreover, an electronic receipt will be available via the HKAH mobile app after the telemedicine session.
Patients who do not require medication will receive an electronic receipt delivered to their registered email address. Should they require a paper receipt, they may send a request by replying to the email from the Hospital.
- How do I collect my medication?
After your telemedicine session, the doctor may prescribe medication. You may choose to have the medication delivered to you for an additional HK$200 or pick it up at the Hospital. Please pay for the medication fee and delivery charge (if applicable) via the HKAH mobile app. Delivered/picked up medication may not be returned.
Please note that medication delivery is limited to Hong Kong only (excluding remote areas), and is only applicable to prescribed medicines and arranged by the Pharmacy of the Hospital. Emergency medicine, refrigerated medication, and medication classified as dangerous drugs are not eligible for delivery service.
Home Delivery
- Same-day delivery of medication may be arranged for patients who make e-payment on or before 2 p.m. If, due to unforeseen circumstances such as traffic, the medication is unable to be delivered on the same day, you will be notified by phone.
- Next-day delivery of medication before 10 p.m. will be arranged for patients who make e-payment after 2 p.m.
Pick Up
- After e-payment, patients (or a designated person) may collect the medication at the Hospital. Please present your identity card (copy is also accepted) and the electronic receipt upon collection.
- May I arrange for a third party to collect my medication on my behalf?
Yes, the designated person is required to present either the original or a copy of your identification document, and the electronic receipt upon collecting your medication at the Hospital.
- May I have the medication delivered?
Yes, you may authorize the Hospital to arrange a third-party courier to deliver medication to your address within Hong Kong. A delivery charge of HK$200 will be incurred.
Please note that medication delivery is limited to Hong Kong only (excluding remote areas), and is only applicable to prescribed medicines and arranged by the Pharmacy of the Hospital. Emergency medicine, refrigerated medication, and medication classified as dangerous drugs are not eligible for delivery service.
Delivered/picked up medication may not be returned.
- Are you able to deliver to remote areas?
At the moment, our delivery service does not reach the following areas:
New Territories: Bride’s Pool, Mong Tseng Wai, Nim Wan, Sheung/Ha Pak Nai, Nam Sang Wai, Lung Kwu Tan, Lady MacLehose Holiday Village, Wong Shek Pier, High Island Reservoir, Sha Tau Kok, Tai Au Mun, Tai Mong Tsai, Pak Tam Chung, Kam Shan, Yung Shue O, Tseng Tau, Ma On Shan Tsuen, Po Toi O, Ta Shek Wu, Luk Keng, Wu Kau Tang, Sheung Shui Wa Shan, Ta Kwu Ling, Sandy Ridge
Islands: Ngong Ping, Tai O, Tong Fuk, Mui Wo, Tung Chung Road, Pui O, Tai Long Wan Village, AsiaWorld-Expo, Ma Wan, Hong Kong Disneyland, Hong Kong-Zhuhai-Macao Bridge Hong Kong Port, Discovery Bay, Siu Ho Wan, Cheung Chau, and all outlying islands
Others: Frontier Closed Area, Lo Wu, Lok Ma Chau, Man Kam To
Please note:
- Our telemedicine service is provided by hospital-designated physicians.
- Doctors may issue sick leave letters depending on each patient’s condition. Other medical certification letters may be issued on a case-by-case basis.
- Once the appointment is confirmed after payment, it is non-transferable, non-exchangeable, and may not be canceled. The payment is non-refundable.
- This service is not eligible for direct billing. Health care vouchers are not accepted.
- All delivered/picked up medication may not be returned. Please note that medication delivery is limited to Hong Kong only (excluding remote areas), and is only applicable to prescribed medicines and arranged by the Pharmacy of the Hospital. Emergency medicine, refrigerated medication, and medication classified as dangerous drugs are not eligible for delivery service. Same-day delivery of medication may be arranged for patients who make e-payment on or before 2 p.m. If, due to unforeseen circumstances such as traffic, the medication is unable to be delivered on the same day, you will be notified by phone. Next-day delivery of medication before 10 p.m. will be arranged for patients who make e-payment after 2 p.m.
- Hong Kong Adventist Hospital - Stubbs Road reserves the right to provide telemedicine service. In case of dispute, the Hospital's decision shall be final.
