Frequently Asked Questions

Can we use it for our family members?

Yes, if they are eligible dependents or enrolled under your insurance or HMO.

You also have the option to purchase a Medgate Unliconsultation Plan that fits your requirements, through www.medgate.ph.

You may contact us for more information.

Is your service exclusive to your partner’s members?

Medgate’s telemedical services are mostly available through partner HMOs and medical insurance companies. Please inquire from your HMO or medical insurance provider if they have a partnership with Medgate so you can start enjoying the convenience of our telemedical services. You also have the option to purchase a Medgate Unliconsultation Plan that fits your requirements, through https://shop.medgate.ph/

I have an old account, do I need to create a new one?

Yes, you must create a new account since it is a newly deployed version of the application. 

Do I need to input my password every time I login?

You can set your own relog in security depending on your phone. Alternate options include face recognition or thumbprint verification.

How do I link my Facebook or Gmail account?

Upon registration, select your account of choice where you want it to be linked.

Is it only open to Medgate members?

The app can be downloaded by everyone. The callback feature is the only one that needs profile completion and verification. 

Number in profile will be the one used for callback.

It will be the number to be used by our representatives. Should you wish to be called in another number, patient must inform the Telemedical Assistants during case creation. 

Do I need to register a unique email address per member? What if it is for my child or loved one without an email address?

Yes, a unique email address per member is required when using the app. Registrations will not proceed using an already registered email.   

Creating an account

Steps 

  1. Once downloaded, open the Medgate App on your mobile device  
  2. Upon registering and creating an account, you can choose to do so via Facebook, Gmail, or your preferred email address. You will then be asked to provide a mobile number and a password.  
  3. Tick the Terms and Conditions and Privacy Policy box once you have read them 
  4. Tick the Patient Code of Conduct box once you have read them 
  5. Click on ‘Continue’ 
  6. After, an OTP will be sent to the mobile number you have provided. Apply the OTP on the verification page and press ‘Verify’. 
  7. Once verified, you may begin enjoying the various features of the Medgate app and may edit your account and security settings for easy re-login. 

It says my email address is already taken 

The email address used for registration has already been registered. Meaning, you have already used your email address from a previous consultation. Your registered email address will prompt an OTP to the associated mobile number registered in your profile. In case the user has no access to the old mobile number, please reach out to us update your contact details. Once updated in our system, they can go through the registration process again and the OTP should be sent to the updated mobile number.  The email address used for registration has already been registered. You may opt to use another email address. 

How do I schedule a callback?

Steps

  1. Once your code has been verified, select ‘Callback’. 
  2. Choose your preferred platform: audio or video and click ‘Next’. 
  3. Choose your health concern from the drop-down list. You may attach images of the concerned area or laboratory result as the doctors’ reference for their diagnosis. 
  4. Choose your preferred date and time from the available time slots. You can choose whether to have your consultation in the morning, afternoon, and evening. 
  5. Select “Set Schedule” to reserve the schedule slot.  
  6. You have the option to add your appointment to your calendar. Additionally, enabling push notifications may help you avoid missing your scheduled consultation. 
  7. You’re all set! Wait for the initial call from our representatives! 
  8. You may view your upcoming appointments in the Appointment tab 

It says I am ineligible to use the service, what does that mean? 

This means that you do not have access to our services. If you are a member of our partners, you may reach out to your employer or healthcare provider. You may also purchase the Medgate Unliconsultation Plan via the app to have access to the telemedicine services for 1 year with unlimited teleconsultation. 

How to start a chat

  1. In the chat section on the bottom part of the app, click on the button “Hello!” 
  1. Chat with our representatives for any inquiries you have. 

How do I purchase Medgate Unliconsultation Plan?

Simply press “buy now” in the shop tab and it will lead you to the website’s shop page 

What can be done in the account tab?

  1. View profile
  2. View features of Medgate 
  3. Shop 
  4. View tutorial 
  5. Settings 
  6. Terms and conditions 
  7. Patient Code of Conduct
  8. Privacy Policy 
  9. Logout 
  10. Learn about Medgate 

Uploading an image

User may upload a photo in two ways:  

  1. Upload while setting an appointment  

User requests for a callback and uploads images on step 2 where user indicates his concern. 

  1. Upload after confirming an appointment  
  1. User selects appointment tab 
  1. Selects appointment of concern  
  1. Uploads images and updates the appointment 

How to send an SMS

  1. Choose from the consultation type and select “Send a Message” 
  1. Choose your preferred telecommunications provider. Remember that using the SMS feature will charge you accordingly based on your service provider. 
  1. When you are done choosing your preferred provider, click on the button “continue to send an SMS”. This will redirect your mobile phone’s messaging app 
  1. Craft your message and click on send.  

Standard SMS syntax is [FULLNAME],[RETAIL],[ACCESS KEY],[REASON FOR CONSULTATION],[ACTIVE CONTACT NUMBER]  

Edit Profile

What are the required components that I need to edit? 

  • Provider details are required for you to request for a callback. Other details are not required to use the callback feature 

What are the other details that I may edit? 

  • Email 
  • Alternate Email 
  • Mobile number 

I am unable to edit my account 

  • Your account is synced with your previous consultation. Kindly reach out to us for assistance. 

What is the use of push notification?

  • Push notifications inform you about: 
  1. Reminds and informs you of your consultation status 
  1. Updates you of chat replies  
  1. Informs you of news about our services 
  1. Informs you of new health bulletins 
  4. Why do I not get notified when calls are being made by the doctor? 
  • You may not have the notifications for the Medgate toggled on. Check your system settings and turn the notifications on. This will allow Medgate to send notifications over to your phone when the Medgate team is trying to get in touch. 
     

Forgot Password

  1. User clicks on forgot password in login page 
  1. User to provide email address 
  1. Click on Reset password  
  1. User to receive email from Medgate  
  1. Prompt will say that the email has been sent 
  1. User may change password in two ways:  
  • Change via link provided in the email;  
  •  Use the code as the password and change password under account – edit profile 

Sample message of forgot password:  

Installation

You may install the Medgate mobile application through Google Play and App Store through these links:  

Apple Store: https://apps.apple.com/us/app/medgate-philippines/id1552201874 

Google Play https://play.google.com/store/apps/details?id=com.medgate 

Will the number in my profile be the one used for callbacks?

The contact number indicated in your profile will be the main contact point to be used by our representatives. Should you wish to be called in another number, the patient must inform the TMA during case creation. 

How do I go through provider verification?

  • Steps 
  1. Once logged in, tap the Callback button on the homepage. 
  2. You will then be given three options:  
    • If you have a provider/HMO, choose I have a provider. 
      1. Tap on the dropdown to show the list of providers and select the one applicable to you.  
      2. On the next field, indicate your membership number. 
      3. Tick the box for recording consent and click on ‘Continue’. 
    • If you have purchased a Medgate Unliconsultation Plan and was able to activate your access code, select I have an access code.  
      1. Indicate your Medgate Access Code on the provided field.  
      2. Tick the box for recording consent and click on ‘Continue’. 
    • If you have neither of the options above, click on I don’t have a code or provider. This will direct you to the Medgate website Shop page.  

Is Medgate for emergency situations? What possible illnesses can be treated through telemedicine?

No. Medgate teleconsultation is for outpatient, non-emergency cases only. Most outpatient, non-emergency illnesses can be managed by telemedicine. If your condition requires a face-to-face consultation or ER visit, our doctors or telemedical assistant will refer you accordingly.

How do I schedule an appointment?

You may reach out to us by calling our landline, mobile numbers or simply by sending us a private message on Facebook Messenger.

What do I need to prepare before calling Medgate?

You will need to prepare the following:

  1. Be ready with these basic information: 
  • Patient Name 
  • Most recent contact number and email address 
  • Unique identifier 
  • For minor patient, be ready with immunization history, current height and weight of the child 
  1. Be in a place with good signal. 
  1. Be ready to take the call. Out of respect for other patients who are scheduled after your call, please make sure that all your activities are done prior to your scheduled appointment  

What can I expect when I call Medgate?

If you’re a first time caller please expect the following:

1. Eligibility check – our Telemedical Assistant (TMA) will ask several questions pertaining to your eligibility;

2. Profile creation – a file will be created for you to keep all your records in one name;

3. Past medical history – our TMA will obtain pertinent information so our doctors can keep track of your medical history

4. Consultation – our doctors will ask questions based on your illness where the initial assessment is made. These steps will ensure that you receive the most appropriate care from our doctors. This whole process will take about 10 minutes, depending on your condition

Can I see Medgate’s doctors for a face-to-face consultation?

Our policy does not allow our doctors to see patients outside Medgate.

Aside from teleconsultation, what does Medgate offer?

Early intervention is also a concept we promote. If you feel sick but are not sure, you may call our doctors for a consultation so you’d be given the appropriate recommendations. You can also call us for wellness advise to ensure a healthier you.

What medical specialists do you have on board?

Medical specialties are available at Medgate’s Telemedicine Center, some of which are OB-Gyne, Pediatrics, Family Medicine, Internal Medicine, General Practitioner among others.

Can we use this service for second opinion or interpretation of lab results?

Yes. Members can call us to seek more information about their condition or send us a copy of their lab results for medical interpretation.

Do you issue a Prescription?

If needed, an e-prescription is sent to your registered email address after the consultation. Please make sure you register an active email address.

Issuance of prescription refills 

Prior to refill, our doctors need to assess the patient for: 

  • Compliance in taking medications 
  • Stability of their condition 

Patients must also send a copy of their previous prescription not be older than 90 days.  Depending on the assessment, patient may be advised to follow up with their personal doctor already for their own safety.  

Issuance of laboratory tests 

Ancillary and Diagnostic tests are issued as deemed necessary by the doctors after a thorough evaluation of the patient’s history, symptoms and current condition. Issuance of requests for such tests are not based on the patient’s wish as our doctors will only give order for tests that are medically necessary for the patient.  

Recommendations of the local health department and specialty unit guidelines are followed as well when dispensing the test requests.    

I have not received my treatment plans

If you have not received your treatment plans two hours after your consultation, kindly send us a message on our Facebook Messenger or call us through our landline or mobile numbers.

How can people avail of the service?

Just call or reach out to any of our touchpoints and have your details and membership details ready for verification. Our friendly Telemedical Assistants (TMA) will be more than happy to assist you.

What is Telemedicine?

Telemedicine is a healthcare delivery model established over 40 years ago, beginning as a way for hospitals to extend care to patients in remote areas. Through technological advances, it has transformed into an efficient and convenient model of care.

Advantages of Telemedicine

Convenience – you don’t need to leave your home/office to have a medical consultation, no lining up or waiting for the doctor;

Prevention – because of easy access, early intervention can be done preventing further development of your illness;

Cost savings – save on travel and other health expenses

Thorough consultation – with telemedicine, medical management revolves around you, the patient

Does Telemedicine work?

Yes. In the US, telemedicine reduces ER consultations by 15% with an anticipated annual growth of 27.5% and 84% of patients said they prefer telemedicine over ER visits for non-emergency conditions. Utilizing technical standards and clinical practice guidelines, and backed by decades of research and demonstrations, Medgate’s telemedicine service is a safe and cost-effective way to extend the delivery of health care. Medgate has developed its own statistics-based, tele-treatment guidelines, standards and best practices for doctors to make sure that telemedicine is properly applied. This is what allows Medgate to diagnose and treat (prescribe medications) almost 80% of all calls we handle.

Medical information is considered “private”, how do you ensure privacy of information?

All teleconsultations are recorded and ecncrypted for security. Since our doctors collect private medical data, consent must be given by the patient and is incorporated in our process, making sure to be completely compliant with Data Privacy Act of 2012.

Medgate has been registered with the National Privacy Commission since January 27, 2018.