HealthMen

frequently asked questions (FAQ)

You will need to provide to HealthMen your:

  • Full name
  • Date of birth
  • Address
  • Mobile number
  • Email address

The next time you have an appointment, you will automatically receive a text message or email with a link to the online portal.

Once you click on the link and complete the verification process, you will be able to access your appointment information.

The online portal allows you to:

  • View and download appointment letters
  • View important clinical information
  • Add your appointment to your personal calendar
  • Receive appointment reminders
  • Have video consultation with your doctor or care team.

Later in the year, it may also be possible for you to request changes to your appointment, receive reminders and view other letters about your care via the portal.

You will need to use a smartphone or another digital device (e.g. tablet or computer) that is connected to the Internet.

If you are not connected to a wi-fi signal, please be aware that data charges may apply.

Yes. You will be able to cancel an appointment but no later than 24 hrs before. If it is less than 24hrs before the appoint time, you will be charged.

HealthMen ensures that appointment information is never lost and is easily accessible wherever you are and whenever you need it. 

Going paperless means that you are supporting the HealthMen to be more environmentally friendly.

You will be notified by text message and email about upcoming events which is very helpful to anyone especially for parents and carers.

Yes. You need to attend your appointment. Failure to attend an appointment will deduct your fees from refund and in rescheduling. Our services are open and safe to attend.

Yes. Your payment will refund to you or we can arrange another meeting with you on your preferable time. However, HealthMen is very committed to their clients and we will ensure that, the doctor is present on his appointed time.

No. You cannot book appointment through website. Website is only available to exhibit valuable information about health news, offers, ways of disease prevention etc.

You can book your appointment through HealthMen App, official facebook page (m.me/healthmen.services), WhatsApp (+88 01311040092).

 

Clinican will communicate with via HealthMen App, Google meet, facebook messenger, whatsapp.

No. Respected Clinician will call you or connect with you through HealthMen app or any preferred way.

Video consultations are appropriate for some patients, some of the time. These questions
may help you decide if they’re right for you.

  1. a) Putting aside the actual illness, is the video option likely to work for me?
    i) Video consultations are an easy way for you to have your appointment, without needing to travel to hospital and offer a safe and easy alternative to face-to-face appointments.
  2. ii) Do you have access to the right technology and support? You’ll need a reliable
    internet connection and a smartphone, tablet or laptop computer. Most video
    platforms can run on most internet browsers.
    iii) Even if you’re not confident in using computers, a carer or relative may be able to
    help you set it up and get started.
    iv) Will you have enough privacy to talk to the clinician confidentially? If you have
    problems getting this kind of privacy at home, you could arrange to have your video
    consultation from a different place (for example a friend’s house) – or just keep
    coming to the clinic.
    v) When you sign up for video consultations, you’re not being discharged from the clinic,
    You might be able to choose to have a face-to-face consultation instead. Just ask
    your clinician or one of the reception or administrative staff.
  3. b) Is the video option likely to work for my condition?
    i) Your clinician will need to decide whether it’s appropriate and safe to do the
    consultation by video link. Research shows that in many but not all cases, a video
    consultation is a safe and convenient alternative to a traditional face-to-face
    But whether your particular condition can be effectively and safely
    managed that way is a matter of clinical judgement.
    ii) One factor to take into account is whether you will need a physical examination.
    In some cases, the clinician can assess you via video link (for example if you can take
    your own blood pressure, perhaps with help from a relative). But in other cases,
    there’s just no substitute for attending the clinic in person.
    iii) Do you need to attend the clinic for blood tests, assessments and so on? If you’re
    going to be there anyway, it makes sense to have a traditional appointment (though
    in some cases you might be able to get your results via a video consultation).
    iv) You won’t get better care by consulting via video link, but you won’t get worse care
    either. Research has shown that the actual words exchanged and things talked about
    are very similar whether the consultation is face-to-face or by video. But if you’re
    concerned about whether a particular aspect of care will be affected by the video
    link, ask your clinician.

c) Can I decide whether to choose the video option?
We know from research that if video consultations are available, most patients want to
be offered that option. To avoid potential spread of Covid-19, your clinician may initially
offer you a telephone or video consultation. Because your clinician is professionally
responsible if anything goes wrong, the decision to do a video consultation needs to be
a shared one.

As with any new technology, there’s a learning curve. Here are some ideas for how to improve and build your confidence.

Healthmen is the most convenient platform to a connect patient with a doctor. HealthMen will use HealthMen app to connect a patient with a doctor. However, HealthMen can also use Google Meet, Facebook Messenger and WhatsApp to communicate with a patient. HealthMen will have provide instructions on how to set it up. At minimum, you will need access to the following:

A desktop or laptop computer (Windows or Mac) or an Android tablet or iPad or a smartphone or iPhone.

A webcam (camera), speakers and microphone (these are almost always already built into laptops or mobile devices).

A good connection to the internet (If you can watch a YouTube video, you can make a video call)

An internet usage plan that is sufficient to cover the data consumption of a video call.

Ask if there’s any training or support provided for patients and carers.

Read the information you’ve been given. For example, you will probably have been sent a text or email containing a link and joining instructions. You may be able to test this link out in advance. Don’t worry – you won’t break anything or get into trouble if you try out the link. The worst thing that could possibly happen is it won’t work (and there will be instructions on what to do in this event).  

Depending on the technology being used, you may need to set up a user account before you can get started. It’s best to do this in advance, and keep a note of your user name and password.

If possible, run a test call with family or friends before you do your first video consultation.

Think which room would be best. Unless you live alone, you’ll need to find a quiet, private space where you won’t be disturbed. A bedroom is often good. Remember that the clinician will be able to see parts of the room – for example the pictures on your walls – so think whether there’s anything you’d rather they didn’t see (or more positively, whether there’s a particular space where you’d like them to see you).

If you don’t feel confident of privacy at home (e.g. if you’re still living with parents), consider a different place to connect from. Some people ask at work if there’s a room they can use.

Adjust the light so you can be seen clearly (e.g. face not in shadow).

Many aspects of video consultations are similar to traditional face-to-face ones,
but the first few seconds are very different because you need to make the technical
connection. This can be daunting, but once you’re ‘in’, things will become more familiar.
Here are some tips:

  1. a) How do I connect with my clinician to start with?
    You need to do the virtual equivalent of ‘arriving’ to the clinic and then being invited into
    the consulting room by the clinician. Depending on which platform your clinic is using,
    this will happen in one of two ways:
    ii) The clinician may connect to you directly. You should wait in the virtual consultation
    room at the agreed time. The clinician will join you when they are ready.
    ii) You can enter the virtual consultation room by clicking on a hyperlink on your
    computer (for example, in your email). Of course, the clinician may not join you
    at exactly the time specified because some appointments run a bit late, so have
    something to do while you wait.
    iii) The virtual clinic may have a ‘virtual waiting room’. If so, you will be able to click
    an icon either on the clinic website or in an email, then ‘enter’ the waiting room.
    The clinician will see that you’re ready and waiting. Again, you may have to amuse
    yourself while waiting your turn.
  2. b) How do we check the technology is working?
    When you connect via video, you may find that the initial discussion is about the technology as you both confirm that everything is working well. You’ll find yourself saying things like, “can you hear me?” or “your face isn’t clear”. If there’s a technical problem (for example you cannot see or hear each other) try these suggestions:
    i) Type a message to the clinician using the text-based chat window (or see if the
    clinician has sent you a message).
    ii) Wait for the clinician response or HealthMen response.

 

  1. c) Will my consultation be private and secure?
    To ensure privacy and security, the clinician may check your date of birth, telephone
    number, or use another type of security question.
  2. d) If someone has helped me set up, can I have the consultation privately?
    If someone has been helping you get set up, it’s okay to ask them to leave the room once
    you’ve been connected to the clinician. As in a traditional face-to-face consultation, it
    is your choice who sits in on your consultation – and that rule should still hold even if
    someone else owns the house or has lent you their computer!

e) How will we start the consultation?
Once you and your clinician agree that the technology works, they will start the main
part of the consultation, usually by saying something like “How have you been since I last
saw you?” or “How are you feeling?”

Research shows that once the technical aspects of set-up are completed, video consultations tend to be remarkably similar to traditional face-to-face ones. This guidance doesn’t tell you what you should say to your clinician (that’s up to you of course), but here are some things to watch out for.

  1. a) How do I let the clinician know that I’m listening and doing OK?
    i) You do not need to look directly into the camera on your computer, tablet, or phone.
    Looking at the screen is sufficient for the clinician to know that you are engaged in
    the consultation.
    ii) Because webcams provide only a limited view, your clinician may not be able to see
    much beyond your face. It’s a good idea to tell them if things are happening out
    of view (for example “my wife has just come into the room”), so they know what’s
    going on.
  2. b) How do we know whose turn it is to talk?
    i) Sometimes it can be hard to tell whose turn it is to talk during a video consultation.
    This is usually due to delays in the connection. When this happens:
    ii) Stop talking, acknowledge the problem, work out whose turn it is, and then continue.
    Nobody should be offended – this is just something that happens sometimes in video

    iii) Make a comment to show you’ve noticed (for example “Oops, I think there’s a bit of a
    technical lag here, let’s start again”). This will help will help to confirm that nobody’s
    deliberately trying to interrupt the other.
  3. c) What happens if there’s technical interference?
    i) Video consultations can suffer from technical interference, for example due to a busy
    network or problems with jitter (when a person’s lips move but the sound comes just
    a bit later). This can result in garbled talk, or blurry or frozen faces on the screen.
    ii) Having a good connection and equipment helps, but otherwise there may not be
    much you can do to change this.

iii) You may need to repeat things or ask for clarification more often. If there’s been a
technical glitch, a good way to resume the consultation is to repeat the last thing you
heard (or said).
iv) Wait for the response of a clinician. It may help to make a comment about technical problems (for example “You are breaking up a bit”).

 

  1. d) How do make sure I capture important information?
    If the clinician is giving you potentially important information, for instance about
    medications or dosages, ask them to repeat it to confirm you both have it correctly.
    You could also ask them to send this information via a short email or chat message,
    so you have it written down.

 

Can I have a physical examination in a video consultation?

People used to think that physical examinations are impossible via video link, but research
shows that it is sometimes possible to do parts of a physical examination, especially with
active input from the patient (and perhaps a carer or assistant). Here are some tips:

  1. a) Should I ask my doctor if I will need a physical examination?
    When you agree to have a video consultation, ask if there will be a need for particular
    physical information (for example pulse, blood pressure, weight). If the answer is yes,
    ask if there’s anything you can do to make that easier. And if you would like some aspect
    of a physical examination next time, ask if it will be possible via video link.
  2. b) How should I set up my room to help a physical examination?
    i) Take particular care to ensure that the room is well lit and you are not in shadow.
    ii) Make sure any equipment is in working order and that the batteries work.
    iii) Use only indirect light, when you need to show something (for example, a rash or
    wound). Avoid shining light directly on your skin as many cameras may make the
    picture too bright.
  3. c) What happens if I’m asked to take a reading from a machine?
    If you know you’re going to be asked to take a reading from a machine (for example
    blood pressure monitor), practice as much as you like beforehand but don’t worry if
    you’re not as skilled as the clinician. They will talk you through what to do on the day.
  4. d) What happens if I’m asked to do an examination myself?
    When you’re asked to do an examination (for example take your own blood pressure
    or check your weight):
    i) Don’t rush. You’re probably not a medical expert, so it is likely to take you longer,
    especially the first time.
    ii) Ask the clinician to show as well as tell you what to do. They may be able to
    demonstrate the procedure on their own body and perhaps use a duplicate of any
    equipment to show you how to hold it and angle it.
    iii) Don’t worry if you don’t know the official medical names for things. If you call it
    “the little black clip thing”, the clinician will know what you mean.
  5. e) Will I need someone to help me with a physical examination?
    Think about how much help you want from a carer or other assistant. If the examination
    is likely to involve moving the webcam to visualise a part of your body other than your
    face and chest, another person will almost certainly be needed to do this repositioning.
    If you prefer, ask the person to come into the room just for that part of the consultation.
    Once this part of the examination is complete, invite them to leave the room.
  6. f) How can I make a physical examination easier for my clinician?
    Listen to feedback from the clinician as you do the examination. For example:
    i) The clinician may be able to guide you to reposition the equipment so as to get
    a better view or more accurate reading.
    ii) If you are using a tablet or smartphone, one useful trick is to reverse the camera
    on your webcam when you do the examination so you see what the clinician sees.
    iii) It may help to adjust the lighting. For example, webcams are sensitive to overexposure,
    so the clinician may ask you to reduce the amount of light shining on you.

The final moments of a video consultation are usually very different from a face-to-face
one. In the latter, the clinician might stand up, shake hands and accompany you to the door
before shaking hands and saying goodbye. In a video consultation, you both need to find
other ways of achieving closure. Here are some ideas:

  1. a) Towards the end, the clinician will probably ask you if there’s anything else you want
    to cover and suggest when your next appointment should be. This happens in much the
    same way as in a face-to-face consultation.
  2. b) It may be necessary to summarise or clarify things that were missed as a result of
    technical interference. In particular, make sure you’re clear about medication and
    dosages and ask for confirmation if necessary.
  3. c) ‘Technical’ closure happens when you hit the ‘leave this call’ link or “hangup” button.
    Don’t worry if you can’t find it – the clinician will ring off and the call will end.

d) After the clinician has finished talking to you, they’ll arrange various things like letters,
blood test forms and so on if required. Sometimes, an administrator will follow up with
an email, phone call or letter a few days later.

If you’ve got this far, you have probably conducted one video consultation.
Congratulations! Now let’s think about what next.

  1. a) Will I do my next consultation via video or face-to-face?
    After your first video consultation together, you and your clinician may decide to do the
    next consultation face-to-face or via video.
    i) Revisit the advice given in the first section of this guidance – you now have a lot more
    information to help you decide if video is the right choice for you at this time.
    ii) Clinician will provide you a digital copy of prescription through HealthMen app or email. You can also take note of the clinician’s advice if you want. Just because you felt the consultation went fine by video, that doesn’t mean the clinician was confident that everything clinically
    necessary was achieved. If they’re uneasy about another video consultation, ask why.
    iii) If the consultation could have gone better with someone else, could you arrange for
    a relative to be with you next time?
    iv) You may like to ring the changes – for example, it works for some appointments
    (for example annual reviews) to be done face-to-face, some follow-up ones by video,
    and additional face-to-face appointments on an as-needed basis.
  2. b) Will it get easier with time and practice?
    It is likely that you will become more familiar and confident with the technology over
    So, if it seems strange or difficult for the first appointment, it may get easier for
    your following appointments.
  3. c) Can I leave feedback?
    As this is relatively new way of conducting appointments, feel free to feed back your
    experiences and views (positive or negative) about video consultations to the clinician
    so that the service can be continually improved. It’s quite OK to point out that things
    didn’t go well and suggest ways of improving the experience for other patients.

You may be directed to a short questionnaire after the call which will give you an opportunity to feedback your experience.

No. Not all information from your medical record will be available for hospital clinicians to view.

Information about sexually transmitted diseases, HIV/AIDS, fertility and embryology treatment, surgical or medical terminations of pregnancy, and gender reassignment will be excluded. HealthMen consultation text and other text written in as notes will also be excluded.

NO. Access to your medical record is “read only” and there is no way that anyone outside of HealthMen can change any part of your medical record.

Ask Us if you have any question?

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