Telemedicine is the remote delivery of healthcare services, such as health assessments or consultations, over the telecommunications infrastructure. It allows health care professionals to evaluate, diagnose and treat patients at a distance using telecommunications technology.

Recently, the Consumer Council published a study on telemedicine in Hong Kong, highlighting public concerns regarding fee transparency, platform security, and regulatory standards. We value this report and sincerely thank the Council and the public for their feedback. As one of the local telemedicine service providers, DoctorNow is committed to delivering safe, convenient, and high-quality healthcare. Through this response, we wish to clarify our position and commitments.

1. Transparent Fees

We understand that medical fees should be simple and clear. DoctorNow has established the following measures:

• All consultation and medicine delivery charges are clearly listed before booking and displayed instantly within our mobile application.

• Any additional fees (e.g., extra medication) will be shown clearly before final payment to avoid misunderstanding.

• Every consultation comes with an electronic receipt, making it easy for patients to claim insurance or keep records.

• Refund guarantee: if a video consultation is cancelled due to either doctor or patient reasons, DoctorNow guarantees a full refund to protect patient rights.

• Looking ahead, we plan to collaborate with insurance companies so that patients can instantly understand their coverage when using DoctorNow, minimizing confusion.

We believe that a transparent and predictable fee system is the foundation of public trust.

2. Platform Security & Privacy Protection

DoctorNow has strict protocols to safeguard patient information and consultation privacy:

• All consultations are conducted via our self-developed encrypted mobile app (with Tokenisation, Secured Encryption, Depersonalisation, and a proprietary video chat tool), alongside a professional online platform for healthcare providers to ensure compliance with medical standards and data security.

• We do not use communication software that fails to meet medical standards, avoiding the risk of data leakage.

• We do not record or store video consultation sessions, ensuring maximum patient privacy.

• Every consultation requires an identity verification process to confirm both doctor and patient identities, preventing impersonation.

In the digital healthcare era, protecting patient data is just as important as upholding professional medical ethics. Security will always be our top priority.

3. Support for Professional Responsibility & Regulation

At present, regulations on telemedicine in Hong Kong are still being developed. We agree with the Consumer Council that teleconsultations should be governed by clear professional guidelines to ensure quality healthcare. DoctorNow has been actively engaging with relevant professional bodies and policymakers:

• All doctors on our platform are Hong Kong-registered and provide services in line with the Medical Council of Hong Kong’s guidelines.

• We support the government in establishing a whitelist and accreditation system so that patients can confidently choose reliable platforms.

• We are also open to industry collaboration, working with hospitals, clinics, and other telemedicine providers to formulate sector standards.

We believe that only through collective efforts can telemedicine develop healthily in Hong Kong.

4. Accessibility & Social Responsibility

The greatest value of telemedicine lies in improving healthcare accessibility. DoctorNow’s vision is not only to serve busy urban professionals, but also to support:

• Elderly individuals with mobility challenges

• Residents in remote areas

• Families who find it difficult to take time off for medical visits

Since our establishment, we have completed over 20,000 consultations, providing medicine delivery, home-based medical services, and leveraging 5G technology to enhance video clarity, ensuring patients can access timely care in different settings.

The Consumer Council’s study reminds us once again that the sustainable development of telemedicine must be patient-centric. DoctorNow will listen humbly, improve continuously, and respond with concrete actions to meet public expectations. We believe that through transparent, professional, and secure medical services, the people of Hong Kong will truly benefit from the convenience of telemedicine.

Using telemedicine as an alternative to clinic visits has a host of benefits for patients. Patients enjoy:

• Save travelling time
• Save waiting time at hospitals or clinics
• Enjoy video consultation with registered doctors, anytime and anywhere
• Obtain timely medical advice and second opinion
• Reduce the risk of cross-infection

Common Illnesses

• Cough and fever
• Sore throat or laryngitis
• Diarrhoea / Vomiting
• Flu / Cold
• Sinusitis
• Skin rash and other skin problems
• Cold sores
• Headache
• Giddiness / Dizziness
• Red eye

Chronic Conditions

• Diabetes
• Hypertension
• Hyperlipidemia
• Other secondary diseases which may arise from the chronic disease conditions (e.g. Ischemic disease, peripheral artery disease etc.)

For conditions that are not listed above, the doctor will assess your history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation.

Is telemedicine safe?

Yes. When used under the right conditions and for appropriate cases, telemedicine has been shown to be as safe and effective as in-person care. Of course, not every condition is conducive to treatment via video visits, so providers must use good judgement when leveraging this channel for healthcare delivery.

Which types of visits are suitable for telemedicine?

• Non-urgent condition that doesn’t require physical examination
• Review of test, laboratory and radiological investigation report
• Counseling services and specialist referrals
• Medication consultation, adjustments and refills
• Treatment plan discussions

What is the quality of video consultation?

The quality of telemedicine as a method of healthcare delivery is confirmed by decades of research and demonstrations. Video visits have been found to be a safe, cost-effective and convenient way to provide healthcare services. Not all cases are appropriate for remote care.