Frequently Asked Questions

What is oDoc?

oDoc is a technology platform which connects you with doctors for video, audio and chat consultations over a phone.

It allows you to channel SLMC registered doctors, obtain medical advice, receive a prescription (if medically required) and get your medication delivered.

This means you have access to high-quality care without the hassle of traffic, waiting rooms and queues.Phone consultations are very much like the doctor consultations you have experienced already. Your doctor would ask you your age, allergies and previous conditions. You would then discuss the symptoms you have been experiencing, for how long and whether those symptoms are getting better or worse.

The American Medical Association has found that nearly 75% of regular doctor visits can be handled effectively through video or audio consultations. This form of healthcare delivery has gained global acceptance and is in wide use in countries including the US, the UK, India, Singapore and Japan.

As a policy, we refund you in the event your doctor determines a physical examination is required. In these cases, the doctor will be paid by us. This means you pay only when you receive care, and doctors are always compensated for their professional services.

As of March 2020 , oDoc has over 250 partner GPs and specialists, including many senior consultants. All doctors on oDoc are equipped with a dedicated application to manage oDoc consultations and issue prescriptions.

On oDoc, you own all your data and you can request us to delete it at any time. Your data is stored securely on HIPAA-compliant servers.

oDoc is proudly designed and built in Sri Lanka by Sri Lankans. LOLC, MAS and Brandix are stakeholders in the company.

Over 25,000 Sri Lankans have already experienced oDoc.

How do I use oDoc?

Step 1: Download the oDoc app from the Google Play Store or Apple App Store .

Step 2: Register with your mobile phone number.

Step 3: Browse and select your preferred doctor.

Step 4: Choose your preferred appointment time.

Step 4: Send notes, images, and chat with your doctor in advance.

Step 5: Get an incoming video or audio call at your appointment time.

Step 6: Video or audio consult your doctor and get advice.

Step 7: Get an instant valid prescription to your phone.

Step 8: Have the option to get your medicine delivered home for free.

Step 9: Have the option to get your lab tests done at home with free sample collection.

Can I book a physical appointment using oDoc?

Yes. To book a physical appointment, follow these steps:

Step 1: Click on the “eChanneling’ tab at the bottom of the screen 

Step 2: Browse and select your preferred doctor and click ‘Book’
Step 3: Choose your preferred appointment time and hospital and click ‘Choose’.

Step 4: Click ‘Confirm’

Step 5: A chat thread will open with all your booking details.

Step 4: Go to the hospital at the time you booked with your booking confirmation documentation.

 This service is provided in partnership with eChannelling and subject to their terms and conditions.

Who are the doctors and healthcare professionals available on oDoc?

Our network of partner doctors are an elite group of professionals  who are MBBS (or equivalent) qualified and fully registered with the Sri Lanka Medical Council.

Our network of partner healthcare professionals provide a range of preventive, curative, promotional or rehabilitative health care and well-being services and have a wealth of experience.

 

Not only are their resumes impeccable; they are also kind, caring, and believe healthcare should be more accessible and work better for patients.

 

Can doctors treat patients without a physical examination?

We support the treatment of conditions that do not require a physical examination.

Studies have shown that nearly 75% of all doctor visits could be handled effectively via video consultations.

Doctors on our platform will inform you if your condition requires a physical examination for diagnosis and/or treatment.

What if the doctor cannot complete my consultation because a physical examination is required for my condition?

If the doctor determines that your condition requires a physical examination to be treated, a full refund will be provided by the doctor.

Please email us at refunds@oDoc.life within 24 hours of the incomplete consultation quoting your name, phone number and reason for the refund request.

Can doctors prescribe medication?

This is at the sole discretion of the doctor and based on your condition. Prescriptions will only be given if medically required.

If the doctor writes a prescription how can I get the prescription and the medicine?

oDoc provides you with a prescription that is digitally signed and stamped by the doctor.

 

This document constitutes an Electronic Record within the meaning of the Electronic Transactions Act No. 19 of 2006 and issued by the doctor and shall constitute an Original as prescribed in Section 5 of the Act. 

The prescription will be valid for 7 days.

The prescription (if provided) will be sent to the app and located under the doctor’s chat thread under the “Consultations” tab.

 You can present this to any pharmacy and collect your medication.

You can also get your medicines delivered to you by clicking the request delivery option.  This service is provided in partnership with Health Net and subject to their terms and conditions.

Can I select my doctor?

Yes. You will be shown all doctors who are online. You can search by name, speciality, or a condition that you are looking to get treatment for.

How does medicine delivery work via oDoc?

Please note that we currently only support delivery to Colombo and its suburbs. To get medicine that was prescribed to you on oDoc delivered, follow these steps:

 

  1. Click on the ‘Consultations’ tab
  2. Click on the chat thread with the doctor that prescribed you the medication you would like delivered.
  3. Click on the blue ‘Request Delivery’ button under the ‘Prescription’ document that is present in the chat thread.
  4. Click on the ‘Confirm’ button at the bottom of the disclaimer.

Following these steps, an agent from our delivery partner HealthNet will call you to get your address, and to confirm the delivery. Please note that same day delivery is guaranteed if requested before 8pm from Monday to Saturday, and before 4pm on Sunday.

 Once your medication is delivered to your doorstep, you can pay via cash or credit/debit card.

How does a mobile lab work via oDoc?

Please note that we currently only offer mobile labs in Colombo and its suburbs. To request a mobile lab after you were prescribed an investigation on oDoc, follow these steps:

 

  1. Click on the ‘Consultations’ thread
  2. Click on the chat thread with the doctor that prescribed you the investigations you would like done via a mobile lab.
  3. Click on the blue ‘Request Collection’ button under the ‘Investigations’ document that is present in the chat thread.
  4. Click on the ‘Confirm’ button at the bottom of the disclaimer.

 After this process is completed, an agent from Medihelp will call you to get your address, and to confirm your mobile lab.

 Once the investigation is completed and your samples have been taken, you can pay using cash or credit/debit card.

How do physical visits work on oDoc?

oDoc has partnered with eChannelling to allow you to book your physical appointments via the oDoc app.

Booking a physical appointment on oDoc will automatically create an eChannelling appointment for you (at the hospital you select, with the doctor that you selected). After booking an appointment, you will be sent a text message and an email with the details of your booking.

Overall, the partnership between oDoc and eChannelling now makes booking your hospital appointment easier and even more convenient. Our Smart Search and One Click Book functionality allow you to find and book the correct appointment for you in a matter of seconds. Further, our intuitive booking interface will make finding and booking your appointment a breeze.

What are the most common conditions that video & audio consultations can be used for?

The most common conditions include cold, fever, flu, sinus, digestion, paediatrics, skin, diet & nutrition, pain management, women’s health, sexual health and mental health.

 Video or audio consultations are good platforms to obtain second opinions, evaluate lab results and get advice on vaccinations as well.

How much does a video or audio consultation cost?

The price of each video or audio consultation is determined by the doctor that you consult.  You will be able to see how much an appointment will cost before booking. Pricing starts at Rs. 300

How do I make payments?

Payment can be made through credit card, debit card, or dialog add to bill.

How can I contact the company or provide feedback?

Please get in touch with us through the “Contact Us” section in the “Settings” menu of the app, via our contact page on our website, or by emailing us at help@oDoc.life or call us on 0770773333 to speak to an agent.

Can oDoc completely replace my visits to a doctor?

oDoc is not intended to replace physical consultations. Video & audio consultations are good methods to obtain easy and convenient medical advice for select medical ailments and can also be considered a first step to obtain initial medical advice.

 oDoc can also be a great resource between doctor visits, but is not a substitute for in-person doctor visits, your doctor or your doctor’s independent judgment about any symptom, condition, or the appropriateness or risks of a procedure or treatment for a given person.

Can oDoc be used in an emergency?

No. oDoc is designed to handle non-emergency medical conditions. You should NOT use oDoc if you are experiencing a medical emergency.

Will my medical information and health records be maintained in a safe and private manner?

At oDoc, the security of your data is our highest priority. We treat personal information of individuals with the utmost care and maintain the highest standards of privacy and security.

Your interactions with doctors on oDoc are safe, private, and secure. oDoc does not share or sell your personally identifiable information with third parties.

oDoc is designed with multiple layers of bank level protection, including secure data transfer, encryption, network configuration & application and user-level controls that are distributed across a secure infrastructure.

Data is stored on HIPPA compliant servers (which is the stringent standard for storage of personal health information in the US).

Will I be able to access my medical history, prescriptions and other information?

Yes. All your medical history and information will be accessible by you at any time through the app.

Are my previous appointment details and medical history seen by all doctors?

No. A doctor that you consult can only see your past medical records with that particular doctor, unless you choose to upload your past reports.

Can I make an appointment for a family member?

Yes. before you confirm your purchase you can select the ‘book for someone else’ option.

Can I claim my bill from my insurance provider?

oDoc provides you with an e-receipt which is printable and accepted by most large insurance companies. Please confirm with your relevant insurance provider.

Can medical leave certificates be obtained?

Yes. But this at the sole discretion of the doctor and based on your condition. Medical Leave Certificates are not guaranteed.

Can I cancel a consultation I make?

You can cancel an oDoc video or audio consultation through the app. You may be charged a cancellation fee.

 You cannot cancel an oDoc physical appointment via the app.

 Physical appointments are provided in partnership with E-Channeling and subject to their terms and conditions. . You can find these here – https://www.echannelling.com/Echannelling/FAQs.

What happens if the Doctor cancels my appointment?

oDoc will offer you an appointment with the next available doctor (if one is available) or a full refund according to your preference.        

Please email us at refunds@oDoc.life within 24 hours of the incomplete consultation quoting your name, phone number and reason for the refund request.

For physical bookings please refer the E-channelling terms and conditions at https://www.echannelling.com/Echannelling/FAQs

What if the doctor’s connection is lost during a consultation?

The doctor will try to reconnect and call you back or arrange a different time to call via chat. If the doctor is unable to connect again, we will offer you an appointment with the next available doctor (if one is available) or a full refund according to your preference. In this rare occasion, you may need to explain your case history again with the new doctor.

 Please email us at refunds@oDoc.life within 24 hours of the incomplete consultation quoting your name, phone number and reason for refund request.

What if my connection is lost during a consultation?

The doctor will wait 2 minutes for you to reconnect and will try and call you back. If you are unable to reconnect and not reachable via chat, the doctor will end the consultation.

If your video or audio call is not reconnecting, you can also send the doctor a message asking to reschedule the appointment. Rescheduling is at the doctor’s discretion. If the doctor cannot reschedule

If you feel like you were unfairly charged, please email us at refunds@oDoc.life within 24 hours of the consultation quoting your name, phone number and reason for refund request.

How can I get a refund?

If you are not satisfied with our service for any reason, email us at refunds@oDoc.life (quoting your name, phone number and the reason for the refund request) within 24 hours and we will be happy to arrange a refund.

You can also call us on 0770773333 and speak to an agent.

Can you record the video or audio of a consultation?

The platform does not have a feature for the video or audio of a consultation to be recorded by either the patient or the doctor. The recording of the audio or video of a consultation is a violation of the oDoc Terms of Use.