Question 1

Can I cancel/reschedule my appointment after booking?

Yes. Please log-in to the Bookings page. Once you are logged-in, please click your name in the upper right corner to access your account. To change appoint details, please click on “Appointments”. You will see all your booked appointments under “Appointments”. Please click on the appointment you would like to change. This will open up the appointment with 2 icons in the right lower corner of the appointment. The “clock” icon is for rescheduling. The “garbage can” icon is for cancellations. Appointments can be changes up to 6 hours before the appointment.

For paid appointments, please also take note of the associated charges. Rescheduling is free of charge. If you cancel at least 24 hours before your appointment start time, there is a cancellation fee of $10 SGD. We will refund the rest of the fees to you. If the cancellation is within 24 hours from the appointment start time, full fees will be charged.

Question 2

Have other questions but cannot find the answer?

Please email us: info@centurymedica.com.

You can also use the “Chat with us” feature in the left lower corner of the web page for live chat.

For detailed terms and conditions please click here. We recommend that you familiarize yourself with our detailed T & C before using the platform.

Question 3

What we are UNABLE to consult for:

Emergencies : PLEASE LEAVE THE WEBSITE IMMEDIATELY AND DIAL 911 ( SOUTH AFRICA MOBILE) OR OTHER LOCAL EMERGENCY SERVICES
Chinese traditional medicine ( this is beyond our field of expertise)
Chronic Conditions and repeat prescriptions. E.g. Diabetes and Hypertension.
Conditions under the care of specialists. E.g. Cancer, chronic pain

Question 4

How do I chat with the doctor?

There are 3 methods: Phone, Web-Browswer or Skype:here are 3 options:

1. Telephone Consultation:

a. South African mobile/landline.

b. Both landlines and mobiles: Canada, China, Guam, Hong Kong SAR, Puerto Rico, Singapore, South Africa, Thailand and United States

c. Landlines only: Andorra, Argentina, Australia, Austria, Belgium, Brazil, Brunei, Bulgaria, Chile, Colombia (excluding rural areas - LEX), Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guadeloupe, Hungary, Iceland, Indonesia (Jakarta only), Republic of Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Panama, Paraguay, Peru, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, Turkey, United Kingdom, and Venezuela.

Please ensure that the landline or mobile number you have entered is covered in the above list. We will not be able to contact you if you entered the wrong number or number that is not covered. e.g. mobile number in New Zealand. We will not be able to refund the fees if that happens. We will try to email you to obtain the correct number if there is sufficient time. If you realized that you have entered an invalid number during booking, please email us as soon as possible with the correct number.

2. Skype Video-Consultation: please provide your Skype user name when you book the appointment.

3. Chrome Web-Browser Video-Consultation: after booking, an invitation to start a video conference in your Chrome web-browser will be emailed to you. Click on the link to familiarize yourself with the interface before the appointment time. You can open and close the interface by using the invitation link emailed to you anytime. Your doctor will join the conference at your appointment start time. Your device (tablet/phone) will request for installation of Google Hangout if required.

If you are using your desktop computer or laptop computer, Google Chrome Web-Browser is all you need to start the videoconference. For tablets and smartphones, the email request for videoconferencing will open up a request to download Google Meet / Hangout. You will need to install Google Hangout to your device to start the videoconference. Please join videoconference session at the start time of your appointment.

Please note: for options 2 and 3 you will need a working webcam, microphone, speakers / earphones, internet connection and data.

Should you have any other preferred channels of communication e.g. LINE, WeChat, Whatsapp, please email us to let us know : info@centurymedica.com . Please also subscribe to our mailing list to keep abreast of the newest developments.

Question 5

Can I claim from my medical aid/insurance?

DocPrivé by Century Medica is a registered healthcare provider and all the services are on a self-pay basis. We do not work with any medical aid at this moment in direct payment.

Question 7

Can you prescribe antibiotics?

Antibiotic use is regulated as overuse can contribute to resistance of bacteria in the person who has consumed the antibiotic inappropriately. Antibiotic resistance is a serious problem as there will be very few treatment options that can be used to treat infection in that particular individual. At DocPrivé, all our doctors are professionally trained in the appropriate use of antibiotics, which is why we will not put you at risk by prescribing antibiotics to you unnecessarily. Should our doctors feel that antibiotic is warranted in your case, we can prescribe or will refer you to appropriate providers.

Question 8

What kind of medication can you not prescribe?

1. Any medicines classed as controlled or restricted drugs/substances under the MEDICINES AND RELATED SUBSTANCES ACT 101 OF 1965 and all its’ amendments;

2. Unlicensed medications;

3. Sedatives or sleeping tablets;

4. Strong analgesics;

5. Medications that need to be initiated by a hospital specialist. We are, however, able to refer you to see a relevant specialist with a medical referral (we charge for referral letters, see our Costs).

Question 9

What if my consultation lasts longer than 20 minutes?

In our experience, 10 -15 minutes is sufficient time for most of our clients. Should you require a longer consultation, let us know towards the end of your session to book a follow up appointment. Booking instructions and payment will be emailed to you for confirmation and we will call you back at the earliest available opportunity. Unfortunately in-session extensions will not be possible at this moment. Your doctor may, at his/her sole discretion, decide to extend your session when conditions permit as a courtesy.

Question 10

Can you post/courier my medication to me?

At this moment, we do not yet offer this service. Be sure to subscribe to our mailing list so that we can keep you updated of new developments. We can, however, advise you on the medication you can purchase at pharmacies nearby or send a prescription to you (see cost)

Question 11

Is this service available even when I am outside of South Africa?

Yes! You can request for a call back and chat with our doctors worldwide. Please make sure that you provide a valid mobile number/ landline or Skype account when booking. Please see the list below for covered countries:

Both landlines and mobiles in Canada, China, Guam, Hong Kong SAR, Puerto Rico, Singapore, South Africa, Thailand and United States

Only landlines in Andorra, Argentina, Australia, Austria, Belgium, Brazil, Brunei, Bulgaria, Chile, Colombia (excluding rural areas - LEX), Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guadeloupe, Hungary, Iceland, Indonesia (Jakarta only), Republic of Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Panama, Paraguay, Peru, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, Turkey, United Kingdom, and Venezuela.

At this moment, prescription and lab referral services are only available in South Africa.

Question 12

Which language options are available?

English and Mandarin Chinese. For Mandarin Chinese service, please book in the Mandarin Chinese section of our website.

Question 13

Can I send photos/files/medical reports to the doctor before the consultation?

Yes! Please email our doctor directly at: doctor@centurymedica.com. Make sure that you include in the email your login email, name and consultation time prior to your appointment. Photographs should be taken in good light, must be well focused and preferably with another item next to the object for scale (e.g. ruler, coin, finger, common object of a fixed size). You can also scan your medical reports/test results to email to us. Your medical information will be stored securely compliant with HIPPA( see below).

Question 14

Is my personal and health information secure?

Yes! DocPrivé uses cloud storage with 3 step authentication for the storage of your health information. It is HIPPA compliant which is the highest level of security for health related information. HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation that provides data privacy and security provisions for safeguarding medical information.

Question 15

Can I book a session for someone else?

Yes! For children under the age of 18, you (the legal guardian/parent) will have to provide proof of identity and will have to be present during the entire consultation. For persons over the age of 18, they will have to open their own account to maintain privacy and confidentiality as we store medical information using the email as the identifier.

Question 16

Can I open multiple accounts?

To provide you with the best service that is tailor-made for you, it is better to use only one account so that we have your complete history. You may choose to provide only partial information regarding your condition but this can have a negative impact on the appropriateness and validity of the medical advice you are provided with. We rely solely on the information you provide during the consultation and via email. The responsibility to provide accurate information and the resulting advice from such information rests with you.

Question 17

Where can I find the Terms & Conditions?

Please click here for our Terms and Conditions.

Question 18

Can I cancel/reschedule my appointment after booking?

Yes. Please log-in to the Bookings page. Once you are logged-in, please click your name in the upper right corner to access your account. To change appoint details, please click on “Appointments”. You will see all your booked appointments under “Appointments”. Please click on the appointment you would like to change. This will open up the appointment with 2 icons in the right lower corner of the appointment. The “clock” icon is for rescheduling. The “garbage can” icon is for cancellations. Appointments can be changes up to 6 hours before the appointment.

For paid appointments, please also take note of the associated charges. Rescheduling is free of charge. If you cancel at least 24 hours before your appointment start time, there is a cancellation fee of $10 SGD. We will refund the rest of the fees to you. If the cancellation is within 24 hours from the appointment start time, full fees will be charged.

Question 19

Can I change my personal information?

Yes. Please log-in to the Bookings page. Once you are logged-in, please click your name in the upper right corner to access your account. You can change your personal information by clicking “My Info”, including your phone number and contact details. Make sure your telephone number contains the country code in the form of + countrycode telephone number. Please also ensure that your number falls under the covered countries list.

For a copy of your medical information, please email your request to us: info@centurymedica.com. You will have to provide proof of identity before we can release this information to you.

Question 20

Have other questions but cannot find the answer?

Please email us: info@centurymedica.com.

You can also use the “Chat with us” feature in the left lower corner of the web page for live chat.

For detailed terms and conditions please click here. We recommend that you familiarize yourself with our detailed T & C before using the platform.

Question 21

Is my credit card information secure?

Yes. We use Stripe to process all your credit card information. This means that we are PCI compliant and your financial information is not stored on the website. Stripe uses best-in-class security tools and practices to maintain a high level of security and has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

Question 22

Is my personal and health information secure?

Yes! DocPrivé uses cloud storage with 3 step authentication for the storage of your health information. It is HIPPA compliant which is the highest level of security for health related information. HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation that provides data privacy and security provisions for safeguarding medical information.

Question 23

Can I change my personal information?

Yes. Please log-in to the Bookings page. Once you are logged-in, please click your name in the upper right corner to access your account. You can change your personal information by clicking “My Info”, including your phone number and contact details. Make sure your telephone number contains the country code in the form of + countrycode telephone number. Please also ensure that your number falls under the covered countries list.

For a copy of your medical information, please email your request to us: info@centurymedica.com. You will have to provide proof of identity before we can release this information to you.

Question 24

Have other questions but cannot find the answer?

Please email us: info@centurymedica.com.

You can also use the “Chat with us” feature in the left lower corner of the web page for live chat.

For detailed terms and conditions please click here. We recommend that you familiarize yourself with our detailed T & C before using the platform.

Question 25

Is my credit card information secure?

Yes. We use Stripe to process all your credit card information. This means that we are PCI compliant and your financial information is not stored on the website. Stripe uses best-in-class security tools and practices to maintain a high level of security and has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

Question 26

Can I book a session for someone else?

Yes! For children under the age of 18, you (the legal guardian/parent) will have to provide proof of identity and will have to be present during the entire consultation. For persons over the age of 18, they will have to open their own account to maintain privacy and confidentiality as we store medical information using the email as the identifier.

Question 27