General FAQs
TruDoc 24x7 is the 1st Population Health Management solution in the Middle East that combines next-generation telemedicine, telemonitoring and home health to provide you with immediate access to highly trained, licensed doctors and wellness experts for healthy, acute and chronic condition management and advice via voice/video calls, live chat as well as on-site doctor visits and clinics. You can talk to our full-time doctors and wellness experts from anywhere in the world, whether you are at home, at the office, on a business trip or on vacation.
We offer a true healthcare solution for you and your family to speak to unbiased, full-time doctors who will manage your condition and guide you to the nearest facilities if needed. Our doctors follow Evidence Based Medicine based on NHS International guidelines.
TruDoc 24x7 provides consumers with a true 24x7 Population Health Management solution.
To activate your mobile app, please download the mobile application from Google Play or App Store. If you have any questions regarding the registration process, you can always call our 24x7 Call Center through our toll-free number 800 TruDoc (800 878362) to activate your membership.
You have 24-7 access to honest, reliable, convenient and cost-effective care, anytime, from anywhere in the world. Our doctors will help you manage your condition, issue repeat prescriptions, provide on-site lab tests and give medication advice, where available. If your condition requires being seen by a doctor in person, we will refer you to the nearest facility within your network and make an appointment on your behalf. We also offer customized wellness programs that include nutrition, weight and stress management advice as well as wellness tips via our interactive mobile application.
Have you ever had the feeling that you have been asked to go through unnecessary medical procedures and or prescribed unnecessary medications and lab tests simply for a doctor to make commissions? Therefore, at TruDoc 24x7 our doctors are full-time employees with no financial incentives and will tell you the truth about what you need not just what you can afford, based on NHS International Guidelines.
Our doctors speak English, Arabic, Hindi or Urdu and will be happy to assist you with any medical needs you have without having to wait in lines at hospitals or clinics. They will educate and guide you throughout your illness and help you maintain a healthy, balanced lifestyle.
• 24x7 access to our doctors and wellness experts from anywhere in the world, whether you are at home, at the office, on a business trip or on vacation.
• Receive honest advice based on Evidence Based Medicine through NHS International Guidelines.
• Avoid unethical medical practice and unnecessary tests/medications.
• Reduce unnecessary hospitalizations and visits to the emergency room.
• Improve health outcomes and customer satisfaction.
If they are covered under the same insurance as you are, they have free access to this service. If your family members are covered by different insurance provider, they can subscribe for this service by paying 36 AED (10$) per month or 220 AED (60 $) per year.
We have full-time highly trained and licensed General Practitioners and Family Medicine specialists who are experienced in all aspects of medicine. We are currently working on adding more specialized care personnel to our team.
Our systems comply with the latest HIPPA regulations. This means that no one, apart from you and the treating doctor will have access your medical record without your consent, unless required by law.
Virtual Consultation FAQs
If the call is not answered within 30 seconds, we will call you back within 15 minutes. If we do not, please let us know and we will investigate and get back to you in writing as to why you were not called back. We take our customer complaints seriously and will take necessary corrective actions to improve our services.
There are two types of medication; Over-The-Counter (OTC) Medication and Prescription Medication. We can give you advice on Over-The-Counter Medication which can be purchased at your nearest pharmacy. If your condition requires prescription medication, then you might require a visit to a doctor in a clinic or hospital and we will advise you to do so.
We can send your prescription to the nearest pharmacy however delivery for medication is determined by the pharmacy. Medication can be delivered to your office location or home address, where available.
Unfortunately, by law antibiotics cannot be prescribed over the phone. Our Doctors can prescribe antibiotics only during onsite company doctor visits arranged by your employer, where they can see you in person, examine you and issue your prescription. However, you can discuss your condition with our doctor as you may or may not require antibiotics.
Our doctors can give prescription for chronic medications either during the onsite doctors’ visit or after teleconsultation/ virtual consultation if you had already previously been seen / consulted by one of our doctors at your office or home. Any refills thereafter only require a virtual consultation with our doctors via mobile application or toll-free number.
We can send the recommendation to a pharmacy nearby your location, so you can easily collect the medication.
TruDoc 24x7 keeps the Over-The-Counter Medication cost below your current deductible without compromising your health. Hence, there won’t be any additional out of the pocket expenses for using our services.
Yes, if your condition requires being seen by a doctor in person, we will refer you to the nearest clinic or hospital within your insurance network and make the booking on your behalf. It is important to note that we DO NOT get any referral fees or commission.
Of course, we can provide you with a list of the best hospitals or clinics that are covered under your insurance network. It is then up to your which hospital or clinic to go to.
Yes. Please check with your insurance provider/ employer if this service is offered to you.
Yes, we have both male and female doctors depending upon the availability.
We do have Hindi/Arabic doctors depending on availability. If the required language doctor is not available at that moment, we can offer a translation. However, if you do not want a translation done, we can arrange for a call back whenever the Hindi/ Arabic speaking doctor is next on shift.
Our contact center is not designed to replace an emergency number or emergency room. Therefore, we advise that in case of an emergency you go to the nearest hospital or preferred healthcare provider or call 999.
TruDoc 24x7 cares about you and your family and is staffed by experienced and certified Dubai Health Authority licensed physicians. All doctors are experienced in handling all types of medical problems. Feel free to ask the physician you speak to, about their medical experience, education and licensing.
Face-to-Face FAQs
Yes, for now applicable only in Dubai. Please find the below pricing per visit:
• During day time (8:00am to 8:00pm) – AED 750/ visit
• During night time (8:00pm to 8:00am) – AED 900/ visit
TruDoc 24x7’s Hospital at Home® program, licensed by the Johns Hopkins University, allows chronic and acute patients to be monitored and treated in the comfort of their homes and/or offices while saving approximately 50 percent of alternative cost. The service offered gives members immediate access to highly trained and licensed doctors and wellness experts at any time, 365 days a year, without the need to make an appointment or wait in an emergency room queue. The patient’s Hospital at Home medical team includes doctors, wellness advisers, nurses, case managers and physiotherapist who come to the patient’s home to provide medical care. Some of the benefits of our program include high patient and caregiver satisfaction, reduced unnecessary hospital readmissions, reduced average hospital length of stay, better clinical outcomes, fewer complications than hospital stays and less stress for family members.
As this service is not covered by your insurance provider, there is a certain fee that should be paid by the member on a monthly basis. Please find the below pricing:
| Low Risk | Medium Risk | High Risk | Acute or Chronic / Post-op High Risk with Daily Nurse Visit | Acute on Chronic / Post-op High Risk with 12 hour Home Nursing | Acute on Chronic / Post-op High Risk with 24 hour Home Nursing | |
| TOTAL per patient per month | AED 4,000 | AED 5,750 | AED 6,250 | AED 16,500 | AED 29,000 | AED 41,000 |
| TOTAL per patient per year | AED 48,000 | AED 69,000 | AED 75,000 | AED 198,000 | AED 348,000 | AED 492,000 |
For more information about this program, please contact our call center at 800-878362.
Service Subscription FAQs
Individual Subscriptions Plans
Individual Subscriptions are offered to persons who want to pay for the TruDoc24x7 Healthcare Services themselves, without the coverage of an insurance company or an employer.
$24 – Annual billing.
OR: $8 – Monthly billing.
No, there is no limit. You can get all the consultations you need from our Doctors and Wellness Experts.
Currently, we don’t offer Family Plans. But we will launch them soon.
You can always purchase an Individual Subscription Plan for a family member.
Billing
You can pay using PayPal service, right from TruDoc24x7 App.
For your billing support and inquiries, you can always reach our Support Team at our toll-free number 800-878362. Or via email: support@trudoc24x7.com
You can contact our Support Team at support@trudoc24x7.com
Here’s what happens when you cancel your subscription:
• No Refunds: You won’t be eligible to get any type of refund for any paid amount.
• Service will still be available: You’ll continue to get the unlimited consultations for the plan duration you’ve purchased.
To Upgrade to the Annual Plan, Contact us at support@trudoc24x7.com.
When your subscription ends, the service stops, there’s no automatic renewal.
Mobile App FAQs
TruDoc24x7 App
If the app doesn’t work probably, try the following:
- Try to update the App
- Restart our device.
- Try to uninstall and reinstall the app again.
If the problem still exists, contact our Technical Support Team 24x7 at our toll-free number 800878362.
OR via email feedback@trudoc24x7.com or support@trudoc24x7.com
contact our Technical Support Team 24x7 at our toll-free number 800878362.
OR via email feedback@trudoc24x7.com or support@trudoc24x7.com
Yes, in order to use all the features probably, you must connect to the internet via WIFI or 4G.
If you’re experiencing a weak or unstable internet connection try the following:
- Make sure that you are not downloading or consuming data in the background or doing any activity that might affect your bandwidth.
If you still have a weak connection, conduct a telephone call instead to get the proper help from one of our doctors.
If your call got disconnected for any technical reason, you can call us again; we’re available 24x7.
Or you can just wait for us to call you back and reconnect you with the doctor.
The main reason why the video call picture froze during the call is your internet connection, which may be affected by any activity that may consume the bandwidth.
The following activities may cause your video to freeze while you can probably hear the audio:
• Receiving a Text Message or a call: This will interrupt the video call you’re having. Accepting a call will affect the video and make it freeze, while the audio may be working.
• Receiving a notification.
• Switching to another app during the video call.
If you can’t hear the doctor’s voice:
• Check your microphone permissions.
• Check your speakers.
• Check the volume is up and not set to mute
If you can’t see the doctor:
• Check your internet connection.
If the problem still exists, inform the doctor about it, or try to end and call again.
Having a poor call quality means you have a weak internet connection, and the app behavior, in this case is to reduce the quality of the call to maintain the call connected.
You can try the following to fix this issue:
• Check your internet connection.
• Switch to another stable connection.
• Disable your device from consuming, downloading, streaming or updating in the background.
If you still face the issue, call us on our toll-free number 800-878362.
Yes, you can still make a video call with a doctor via any internet connection.
We support the following devices:
• iOS 11.0 and newer versions (Phones Only).
• Android 5.0 and newer versions (Phones Only).