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, DHA licensed doctors and wellness experts for healthy, acute and chronic condition management and advice via voice/video calls, as well as on-site doctor visits, on-site and virtual 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 TruDoc 24x7’s services, 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 800TRUDOC (800 878362) to activate your membership.
You have 24x7 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
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.
• 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 21 USD per month or 45 USD quarterly and 60 USD 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 you don’t receive a call from our side, 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.
Yes, we can prescribe Over the Counter (OTC) Medication (medication that does not need prescription from a doctor) and Prescription Only Medication (medication that need prescription from a doctor); these might include antibiotics and chronic condition medications.
However, certain laboratory test might be required before medication prescription as per DHA Standards for Telehealth Services.
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.
Yes, we can prescribe antibiotics. However, certain laboratory test might be required before medication prescription as per DHA Standards for Telehealth Services.
Yes, we can prescribe chronic condition medications. However, certain laboratory test might be required before certain medication prescription as per DHA Standards for Telehealth Services
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 don’t 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 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 daytime (8:00am to 8:00pm) – AED 750/visit
• During night-time & weekend (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.
|
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 1,500 |
AED 2,500 |
AED 3,500 |
AED 9,000 |
AED 12,000 |
AED 15,000 |
|
TOTAL per patient per year |
AED 18,000 |
AED 30,000 |
AED 42,000 |
AED 108,000 |
AED 144,000 |
AED 180,000 |
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:
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.
• 60 USD – Annual billing.
• 45 USD – Quarterly billing.
• 21 USD – 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, please 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:
• Check your Google Play or App Store if you are using the last updated app version, if not, please update to the latest version.
• Try to uninstall and reinstall the app again.
Please contact our 24x7 technical support team at 800 878362 or send us email at feedback@trudoc24x7.com or support@trudoc24x7.com.
Yes, in order to use all the features, you should connect to the internet via Wi-Fi or 4G.
Make sure 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 to get the proper help from one of our doctors.
If your call got disconnected for any technical reason, our team will call you back and reconnect you with the doctor. If for some reason that doesn’t happen, please call us again, we’re available 24x7.
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.
• Make sure 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 call us again.
A poor call quality can be caused by weak internet connection. Please try the following steps 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’re still facing the same issue, please call us on 800 878362.
Yes, you can still make a video call with a doctor via any internet connection.
Virtual Clinic FAQs
Virtual Clinic App
With TruDoc 24x7’s Health & Wellness Virtual Clinic, you can have a video consultation with highly trained and licensed doctors and wellness experts and at the same time take your readings using easy-to-use, integrated smart devices. Your readings will sync to our call center where our doctors are available 24x7, monitoring your readings. You will now be able to speak to our full-time doctors and wellness experts to get reliable and ethical medical advice based on Evidence Based Medicine.
The video consultation is being done via teleconsultation screen. By pressing the button “Call Doctor Now” you will get connected to one of our doctors, who will give you honest and reliable medical advice based on Evidence Based Medicine.
In case you require any further assistance (registration process, medications delivery or collection, appointment booking, lab tests, app download, etc.) the doctor will transfer the call to our case managers who will make sure you get the best possible support.
We are sorry to hear that you’re facing problems while using the TruDoc 24x7’s Health & Wellness Virtual Clinic.
Sometimes the internet connection is weak so that affects the quality of the video. Please try calling again and in case the call doesn’t go through again, you can press on the button “Need Help” on the bottom of the screen and leave your mobile number. You will then receive a phone call from one of our case managers.
However, you can always contact our 24x7 support team at 800 878 362, and they will assist you with your queries and help resolve technical issues.
If your call gets disconnected due to technical issues, you can try calling us again by pressing the button “Call Doctor Now” or call us via “TruDoc 24x7” mobile application or our toll-free number 800 878 362. Our support team is available 24x7 and will assist you with your queries and help resolve technical issues.
This can happen due to weak internet connection or some internal technical issues. Kindly try calling us again after few minutes, and if the video call still doesn’t go through, please check the internet connection at your location or contact our toll-free number at 800 878 362.
Kindly check the volume and make sure the speakers are working properly.
If the issue still exists, then inform the doctor that you cannot hear him/her, and our team will give you a call on your mobile phone.
Poor call quality is usually related to a slow & unstable internet connection.
Please make sure the internet connection at your location is stable.
If you’re still facing technical issues, kindly contact our toll-free number 800 878362 to proceed further or press on the button “Need Help” and leave your mobile number and our team will contact you as soon as they receive your message.
Medical Practice Scope FAQ’s
Medical Practice Scope FAQ’s
Yes, our practitioners can offer consultation remotely. This can be done in one of the following
ways:
. chat
. audio call
. video call
If needed, our doctors can request for lab investigations through our partner labs. The sample
can be collected from your home or workplace.
Once the results are ready, our doctor will call you and discuss about the test results. The
reports will also be shared with you, for your records.
Yes, if medication needs to be prescribed for treatment of your condition, it can be done
through tele prescription.
Once the medicine is prescribed, the prescription can be sent to you via email. Alternatively, the
medication can be delivered to you through one of our pharmacy partners.
If needed, our doctors can issue a referral letter for a specialist, for further management your
condition.
Yes, our care coordinator can assist you in booking an appointment at your preferred facility
with a specialist or a GP.
Yes, chronic prescriptions can be refilled for up to 3 months.
No, as per DHA regulations, controlled medication cannot be prescribed via teleconsultation.
Yes, we have a wellness expert at TruDoc, who can give advice regarding appropriate diet plans
and offer nutritional advice/plans catered to individual needs.
Yes, clinical psychologist at TruDoc can offer regular counselling sessions and relevant advice
related to psychological concerns.
TruDoc does not cater to emergency condition. Please visit your nearest Emergency Room in
such circumstances.