HC Support FAQ

Healthcapita is a personalized Digital Health & Well-being Platform to prevent Chronic Health conditions such as

• Obesity
• Diabetes
• Cardiovascular Disease
• Hypertension

Our digital health services are helpful for members and their family members to:

1. Prevent & Manage chronic conditions
2. Monitor your health risk
3. Reduce medical expenses
4. Positive health outcomes

Our members can access digital services instantly via healthcapita APP.

We develop Personalized Well-Being Solutions for:

• Corporates
• MOH(Population health Management)
• Insurance Companies
• Schools
• Individuals

Yes, we provide workplace well-being programs.

Our Preventive Programs help employee to gain better control of their chronic conditions & prevent chronic health risks.

Yes, our workplace well-being programs are tailor-made to provide targeted interventions.

Our services ensure the below employee benefits:

• Increased Productivity
• Reduced Absenteeism
• Reduction in Healthcare Costs
• Reduction in Insurance Premium
• Return on Investment (ROI)
• Provides an insight into the health risks – Health Audit Report

We use technology tools to assess the health risks, provide health index report & design customized wellness programs.

Our End-to-End Services include:

• HRA – Health Risk Assessment which predicts the probability of health risk in the future
• PHR – Repository of health record for accurate diagnosis
• Health Card – Saves Life in emergency, Discount across network
• Mobile APP for tracking health on the go
• Preventive Health Checkup – At workplace/home
• …& many more

healthcapita’s Health Card – Quick & easy access to medical vital information in case of medical emergency.

Our Health card serves dual purpose:
1. Saves life in emergency
2.Offering discounts to members

healthcapita’sdigital health card is easily accessible on our APP ora Physical Card can be printed as well.

Our members can avail 5% – 40% Discounts at our Wellness Partners

Our memberscan avail discounts on health & well-being services from our Healthcare Providers Partners including hospitals, laboratories, pharmacies, optical centers, lifestyle & wellness centers, spas etc.

Get instant discounts and Save More!

Members can easily access digital health card on healthcapita APP or a Physical Card can be printed as well.

Members simply have to present their Health card to the wellness provider to avail instant discounts.

healthcapita health card can be used any number of times, as long as the membership lasts.

healthcapita app provides quick access to your health profile.

Members can access our services anytime and anywhere, & avail offers instantly.

You can download healthcapita APP from AppStore or PlayStore depending on the mobile handset you are using.

Visit https://healthcapita.com/HealthCapitaApp/frmPackageDetails.aspx
Choose your package to subscribe.

healthcapita provides 4 health packages for members to choose from.
Visit https://healthcapita.com/HealthCapitaApp/frmPackageDetails.aspx to know more

Healthcapita membership is valid for 1 year.

Visit https://healthcapita.com/HealthCapitaApp/Login.aspx
Member can login with their user credentials

healthcapita has a dedicated support contact number (1700 2072)
Or mail us your query at support@healthcapita.com

healthcapita is the one stop digital health platform for membersto avail their health-related services across locations. Our mobile app and website ensure that member has access to 24/7 Connected care instantly without any hassles.

Steps to book an appointment for Online Consultation:
• Click the ‘Teleconsultation’ on the home screen
• Select the specialty as per symptoms
• You can further search by entering the doctor’s name, specialty, symptoms, clinic, or hospital name in the search box or filter as per Doctor’s Availability, Gender, Consultation Type
• You will find a list of doctors’ profiles as per your selection
• Choose the doctor’s profile you wish to book an appointment with and click ‘Consult Online’ button for an Online Consultation appointment
• Select the slot at your convenience
• Enter patient’s details to book an appointment
• Confirm booking & proceed to pay online
• Click the “Confirm” button, you will receive an SMS and email with appointment details

Steps to book Doctor’s Appointment for In-Clinic Visit:
• Click the ‘Teleconsultation’ on the home screen
• Select the specialty as per symptoms
• You can further search by entering the doctor’s name, specialty, symptoms, clinic, or hospital name in the search box or filter as per Doctor’s Availability, Gender, Consultation Type
• You will find a list of doctors’ profiles as per your selection
• Choose the doctor’s profile you wish to book an appointment with and click ‘Visit Clinic’ button for an in-clinic appointment
• Select the slot at your convenience
• Enter patient’s details to book an appointment
• Confirm booking & proceed to pay online
• Click the “Confirm” button, you will receive an SMS and email with appointment details

If you are unable to find any doctors near your location could be possibly that we do not have any doctors in listed in our app.

In this case you can choose ‘Consult Online’, option where a doctor will be able to address your health concerns through Video Call.

To know the status of your appointment
1. Log on to the app
2. Click My Appointments
3. You will be able to see Upcoming, Previous and Cancelled appointments
4. Click the specific appointment and you will find the details of your appointment

We do not have an option to switch from in-clinic appointments to online consultations. You will have to cancel ‘Visit Clinic’ appointment and select “Consult Online” option to have an online consultation with the same doctor.

Teleconsultation fee mentioned includes only the doctor consultation charges. It does not include the registration fee.

Appointment cancellation fee depends on the clinics/hospitals/doctors.

Yes, you can make an online payment.

Select the desired appointment slot, enter the patient details and confirm your appointment.

After confirming appointment, you can proceed with online payment.

Steps to cancel an appointment:

1. Log in to the healthcapita app
2. Click Teleconsultation
3. Click Appointments, you’ll be able to see upcoming and previous appointments
4. Click the specific appointment that you want to cancel and select ‘Appointment Help’
5. Then select “I want to cancel the appointment”
6. Choose the reason for cancellation and click “Yes, I want to cancel”

You will get an SMS and email confirmation once the appointment is cancelled.

Please ensure you cancel the appointment 12 hours prior to the scheduled appointment time.

Steps To reschedule an appointment:

1. Log in to the healthcapita app
2. Click Teleconsultation
3.Click Appointments, you’ll be able to see upcoming and previous appointments
4. Click the specific appointment that you want to cancel and select ‘Appointment Help’
5. Then select “I want to reschedule the appointment”
6. Choose the convenient time slot and click confirm

You will get SMS and email confirmation with the updated schedule.

Please ensure the appointment is rescheduled 12 hours prior to the scheduled appointment time.

As soon as an appointment is booked, we send the confirmation message via SMS and email.

If you still haven’t received any message, you can find the appointment details in ‘Appointments’.

You will be able to see Upcoming, Previous and Cancelled appointments. Click the specific appointment and you will find the details of your appointment.

To check the upcoming/ongoing appointment, you can follow these steps:

1. Log in to healthcapita app
2. Click Teleconsultation
3. Click Appointments. You will be able to see your appointments.

You will not be able to change the details on the app. However, once you visit the clinic and inform the receptionist. They will be able to change the patient’s name for you.

Once the appointment is cancelled the amount will be refunded to the source payment account and the same will be credited within 4-5 working days.

The invoice that we share from our end is a payment receipt. This invoice cannot be used for tax saving or legal purposes. Hence, we request you to directly contact the clinic and collect the invoice for your appointment.

You can find the invoice under the “Medical Records” section. Choose the specific consultation, and you will get the option to download the invoice.

The follow up window opens once your main consultation is complete. It stays open for the next seven days.

No, you cannotinitiate online consultation through our website. For a better experience and for video calling, we suggest you to log in to the app.

If you wish to ask a question, follow these steps:

1. Log in to healthcapita App
2. Scroll down towards the end of the home screen
3. You will get an “Expert Opinion” option. Click it
4. You can also edit your details. If you choose someone else, then enter their basic and health condition details
5. Enter symptoms along with detailed description of the issue
6. Click “Submit” and the question will be directed to a Doctor for Medical Expert Opinion

Yes, you will be able to do this. Moreover, if you are not comfortable with any doctor during the consultation, you can always reach our support team to cancel the consultation.

As per NHRAregulation (Telemedicine Guidelines), we cannot issue a medical certificate for online consultation. It requires a physical examination to issue a medical certificate. So, book an in-clinic appointment for the doctor to examine and issue a medical certificate.

Unfortunately, you will not be able to use the audio or video call option from outside Bahrain.

The invoice generated for online consultation cannot be used for insurance.

To access your consultation, kindly download the healthcapita app from the App store on an iOS device, or Playstore on an Android device.

Once you have downloaded the app, log in with your registered email id and password. To view your consultation, go to Teleconsultation on home screen and click on ‘Consultation’
or
You can scroll down the home screen and click on “My Consultation”, where you can find your ongoing consultation with your doctor.

Currently, we do not have an option to reschedule the online consultation. If you wish to reschedule, you will need to contact our support team, cancel the appointment and book a new appointment.

You do not have the option to cancel scheduled consultations from your end. If you want to cancel the consultation due, you can contact the support team.

If you wish to consult with the previously consulted doctor, follow the below steps:

1. Login to healthcapita app
2. Click on Teleconsultation
3.Click on Consultation
4. You will see the list of consultations you had in the past. Select the doctor from previously completed consultations
5. Pay and proceed

If you are unable to consult with the doctor after following the above steps, please contact our Support team for further help.

Please follow the below steps to start a follow-up consultation:

1. Login to healthcapitaApp
2. Click on Teleconsultation
3.Click on Consultation
4. Open the consultation for which follow-up consultation is active, and you can proceed with follow-up consultation

This could be because the doctor may not be available for online consultation for a few days and has not updated the next availability date. You can try consulting with a different doctor for the same specialty.

Unfortunately, you cannot delete the images shared with doctors. However, we assure you that the chat conversation is strictly between the doctor and the patient and no one else can access it. In case there are any concerns highlighted by you, our medical team will then have access to the chat.

We do not have an option to switch from video consultations to in-clinic appointments. You will have to cancel the video consultation by contacting our support team and then book an in-clinic appointment with the same doctor.

The audio calls made during the consultation is auto recorded. But there is no option to download these calls.

However, the video call record option is currently unavailable.

A doctor is assigned to you, based on your selection of problem area. If you and the doctor both agree that a wrong specialty has been assigned, you may request the doctor to cancel the consultation. A refund will be initiated immediately, which should reflect in your account in 4-5 days. You may ask your doctor to recommend you the appropriate specialty for your health concern. You can start a fresh consultation in that specialty.

Just like in a physical consultation, the doctor has the ability to complete a consultation online. We have seen doctors usually confirm with their patients and then complete the consultation. If this was not the case, and you still have unanswered questions, we suggest you use the free follow-up provided to address the same.

To view the prescription, follow these steps:
1. Log on to healthcapita app
2. Go to Teleconsultation and click on ‘Consultation’. You will find the prescription for past appointments
or
Scroll down home screen and Click ‘Prescription’. You will be able to view and download the prescription.

If the prescription date is incorrect, you can message the doctor during your follow-up, and the doctor will share an updated prescription. In case you do not get any response from the doctor, you can contact our support team.

There are sometimes multiple ways to treat a health issue. The doctor may suggest lifestyle changes, diet modifications, rest or medicines. Prescriptions are given at the doctor’s discretion, and are not necessary in every consultation. If you have any more questions around this, we suggest you ask the doctor for a prescription or explain the treatment in detail.

When a paid consultation is canceled, a refund is automatically generated. The money should be credited back to your source account (card/bank) in 4-5 working days. Please wait and check with the bank if refund is not deposited in your account after 7 days.

We take our platform policy seriously both for doctors and patients. If you felt that doctor’s behavior was rude, insensitive or unprofessional, please report this immediately by chatting with us.

We take doctor verification extremely seriously. We only onboard qualified doctors onto our platform, post a strict verification process. You can be assured the doctor you’re talking to is exactly who they claim to be. We check the registration certificate of the doctor, so you can be 100% sure that your health is in qualified hands.

We strictly follow the data privacy policy and all information of our users are private and secure on our platform. You can find our T&C and data security information on our website: https://healthcapita.com/PrivarcyPolicy.aspx