Frequently Asked Questions

The most commonly asked questions about our telehealth platform.

Technical Difficulties

Having issues with accessing my video appointment

There are several reasons why your video appointment may not connect, or connects and then drops out. Poor internet connection can cause drop outs. Our minimum requirement is 3G capability, however, if the service drops below that then the video appointment connection may be lost.

If your connection with the doctor is lost, here is what to expect:

• The doctor will attempt to reconnect to the video appointment– you will be asked to re-join the session; OR
• The doctor will attempt to call you on the mobile number that you have provided in your Doctors on Demand profile – please ensure that your phone number is correct. The doctor’s call will be from a “no caller ID” number. Please be available to answer the call. In most instances, the appointment can be conducted via telephone, but if not appropriate, the doctor may request you re-book another appointment.
• If the doctor is unable to contact you after several attempts, he may cancel your appointment and ask you to re-book another appointment.

These FAQs may also help

I didn’t receive a password reset email

Please check your junk folder to ensure the password reset email isn’t in there. If you did not receive an email, please contact us.

Having issues with accessing my video appointment

There are several reasons why your video appointment may not connect, or connects and then drops out. Poor internet connection can cause drop outs. Our minimum requirement is 3G capability, however, if the service drops below that then the video appointment connection may be lost.

If your connection with the doctor is lost, here is what to expect:

• The doctor will attempt to reconnect to the video appointment– you will be asked to re-join the session; OR
• The doctor will attempt to call you on the mobile number that you have provided in your Doctors on Demand profile – please ensure that your phone number is correct. The doctor’s call will be from a “no caller ID” number. Please be available to answer the call. In most instances, the appointment can be conducted via telephone, but if not appropriate, the doctor may request you re-book another appointment.
• If the doctor is unable to contact you after several attempts, he may cancel your appointment and ask you to re-book another appointment.

What if my video appointment drops out?

Poor internet connection can cause drop outs, particularly if you are on a busy Wi-Fi network. Our minimum requirement is 3G capability, however, if the service drops below that then the video appointment may be lost.

If your connection with the doctor is lost, here is what to expect:

• The doctor will attempt to reconnect to the video appointment – you will be asked to re-join the session; OR
• The doctor will attempt to call you on the mobile number you have provided in your Doctors on Demand profile – please ensure that your phone number is correct. The doctor’s call will be from a “no caller ID” number. Please be available to answer the call. In most instances, the consultation can be conducted via telephone, but if not appropriate, the doctor may request you re-book another appointment.
• If the doctor is unable to contact you, he may have to cancel your appointment and ask you to re-book another appointment.

I didn’t receive my appointment confirmation email

Your appointment confirmation email may appear in your junk folder. If not, log in to your Doctors on Demand Dashboard. Your booked appointments are listed and you can enter the virtual waiting room and wait for the Doctor to join the appointment.

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