Yes, video consultations are normal face-to-face doctor evaluations, despite being remote. Our research shows looking and listening are the two most common skills used by doctors during diagnosis. During a video consultation, your doctor will ask you the same questions you are used to answering in the clinic. The doctor may use the camera to look closely, and you are able to upload photos to support diagnosis when you set up your call.  In addition, your doctor will ask you to use your hands if needed, for example, to gently press a tender area such as the glands in your throat.

Yes, Health at Hand doctors can issue prescriptions and and order lab tests. If these have been issued after your consultation, the details will be available in the Doctor’s Report in the My History section. You can opt for home delivery or you can take the prescription to any pharmacy to get the medication issued via insurance approval or purchase them.  If you opt for home delivery, the medication will be delivered by our pharmacy partner 800 Pharmacy. Our doctor will send the prescription copy to the pharmacy, who will contact you for delivery.

Health at Hand has direct billing with leading medical insurers. If you need assistance with checking your eligibility for teleconsultations on direct billing via Health at Hand, you can contact us on any of the channels below.

WhatsApp: +971 4 569 5000

Phone: +971 4 569 5000

Email: support@myhealthathand.com

It is not possible to specify which doctor you see. All doctors providing healthcare services via the Health at Hand platform are highly qualified to deal with your issues. All doctors go through a rigorous application process and receive training in conducting video consultations to a high standard.

All users over the age of 18 years must have their own Health at Hand accounts. This allows your doctors to access the correct medical history and health profile, as well as issue the correct Doctor’s Report to the correct user. Your doctors are unable to treat anyone using another user’s account.

If you do make a call from another user’s account, your doctor will ask you to end the call and use the Share with Friends button found in Get Free Credits in the My Account tab, which gives both you and your friend 15 AED wallet credit.

All primary care consultations with Health at Hand are via appointments and available 24/7. Once you book an appointment, you will receive an email confirmation with your appointment details and a unique password protected link. At your appointment time you will join the link and the doctor will join the link as well. We send email reminders 30 mins and 5 mins prior to the appointment time.

All advice given by our doctors is adding value to you as a patient. We give you a qualified view on the urgency and nature of a medical issue and any action required. If one of our doctors immediately recommends further assessment, emergency or otherwise, that holds the same consultation charge as any other treatment advice. For further information on this, please contact our Patient Support team support@myhealthathand.com.

My Wallet is found in the My Account tab on the app. Every first-time user is given a bonus 30 AED wallet credit that can be used against a pay as you go consultation fee or a subscription plan. If you have referred a friend and they use the app or if you have been referred, you will receive 15 AED additional wallet credit. Wallet credit expires after 6 months from date of issue.

Yes. We will automatically auto-renew your subscription at the end of your plan unless you cancel before 23.59 on the last day of your plan. We will charge your credit card as authorized when you bought your original subscription. Remember you are free to cancel your plan at anytime. For further information please contact our support team on support@myhealthathand.com

Video freezes could be due to other activity on your phone. The following activities will cause your video to freeze, but the audio will remain live.

• receiving a text message
• receiving a phone call (we recommend you end the incoming phone call and do not answer it if you are mid-way through a Health at Hand video consultation)
• receiving a notification
•  moving outside of the app for example, to read mail, messages, browser, or other apps

If you accept a phone call, the video consultation will remain running but the audio and video will both be frozen until you return to the app.