As telehealth continues to play an essential role in supporting healthcare needs across Singapore, trust is paramount. Patients rely on us for reliable, quality care – a standard also expected by our insurer partners and other providers across the healthcare ecosystem.
Recent news of the Ministry of Health (MOH)’s plans to revoke a telehealth provider’s licence has understandably raised concerns, and underscored the importance of ethics and accountability in telemedicine.
At Doctor Anywhere, we’ve been committed to doing what’s right from the start. Since we began operations in 2017, ethical practices have been central to our approach, with processes designed to uphold the integrity of healthcare delivery. For example, medical certificates are issued based solely on clinical assessments, never as a “service for sale”. We take this responsibility seriously, and it’s why users trust us for trusted, quality care.
And it’s not just with telehealth – we’re committed to providing safe, reliable, and compliant care across all our services, including teleconsultations, specialist care, health screenings, vaccinations, and mobile home care.
Here’s how we uphold this commitment:
1. Patient-centred consultations
We strictly adhere to MOH regulations and Singapore Medical Council (SMC) guidelines on professional standards and ethical conduct. Our platform is designed to support doctors in performing clinical assessments and treatments via real-time, interactive, two-way video consultations.
During the consultations, patients are encouraged to describe their symptoms in detail and, when helpful, may be asked to share photos or videos to support accurate diagnosis. Following this, where suitable, our doctors may prescribe medications, issue medical certificates or referral letters for further assessments or diagnostic tests. For cases unsuited to telemedicine, we recommend in-person visits, ensuring patients receive the right care in the right setting.
The duration of each consultation varies based on the patient’s unique needs, similar to in-person visits. Our priority is to ensure that patients’ concerns are fully addressed, providing a care experience that reflects our commitment to quality healthcare.
2. Accountability in issuance of medical certificates
Since our founding in 2017, we have adhered to rigorous standards that are now mandated by MOH. Every medical certificate (MC) issued includes the doctor’s name and registration number to ensure accountability and transparency. All consultations and MCs are documented and securely stored, supporting consistent care quality and trust.
Our doctors have access to patients’ medical histories, enabling them to identify any concerning patterns in consultations and potential health concerns, with clear protocols for escalating cases to our governance team when necessary. This comprehensive view facilitates better clinical decisions.
Our platform incorporates advanced digital security measures to ensure the authenticity of MCs issued through Doctor Anywhere. Each MC features robust security measures including a unique watermark, and real-time online verification.
Employers, educational institutions, and patients can verify MC authenticity at: https://doctoranywhere.com/mc-validation
3. Data privacy and security compliance
Our platform strictly complies with PDPA standards, using robust encryption, access controls, and privacy protocols to protect patient data. Our team is regularly trained to uphold these measures, ensuring the utmost confidentiality.
4. Ongoing quality audits and continuous improvement
We conduct regular internal audits to ensure that doctors are compliant and adhere to clinical guidelines, including with the issuance of medical certificates (MCs). Routine internal reviews also help us monitor protocol adherence and maintain high levels of patient satisfaction.
We also have a robust accountability framework in place that comprises regular performance evaluations based on patient feedback, satisfaction surveys and quality checks to ensure consistent, high-quality care. In 2024 so far, our teleconsultations achieved a 99% satisfaction rating — a benchmark we are committed to upholding.
Doctor Anywhere’s ISO 27001:2022 certification in information security, and ISO 9001:2015 certification in quality management (for our TPA company, DA Adept), further reflects our commitment to maintaining high standards across all service areas
5. Rigorous doctor selection
All doctors on our platform are fully licensed and registered with the SMC.
For locum doctors applying to join our network, we require information on their current employment, licensing, and telemedicine experience, including proof of completing MOH’s mandatory telemedicine e-training to ensure they’re fully prepared to deliver quality care via teleconsultations.
Additionally, all doctors providing teleconsultations through the Doctor Anywhere platform attend an in-person onboarding session and participate in regular briefings and training sessions to keep up with best practices and evolving standards.
6. Active industry participation
We actively participate in industry discussions and workshops, collaborating with MOH and healthcare organisations to promote and advance best practices.
Additionally, we organise and conduct professional education activities for our doctors and other healthcare staff to support continuing professional development across the wider healthcare community in Singapore.
Trust is at the heart of our commitment to ethics, quality, and continuous improvement. We take pride in providing reliable, patient-centred care that people can depend on.
For any questions or more information about our approach to delivering healthcare, please reach out at https://support.doctoranywhere.com
