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FAQs for TeleConsultation Patients

TELECONSULTATION

What is TeleConsultation?

TeleConsultation allows patients to receive eye care without having to leave their home or office. It makes use of an app or an online portal, where eye doctors “meet” their patients to discuss their symptoms or eye concerns, provide them with e-prescription, or monitor their eye condition. One of the ways to do this is through video calling.

Why should I try TeleConsultation?

Asian Eye’s TeleConsultation Service provides patients an easy access to their eye doctor, especially during a pandemic. It may be helpful for those who have no transportation, live far from eye or health centers, or are worried about their health and safety. It’s also convenient because it’s faster than usual face-to-face checkups and all you need to do is to book an appointment and wait for your doctor’s call.

Is TeleConsultation the same with comprehensive eye exams?

A TeleConsultation (or consultations using a patient portal and/or mobile application) is not a substitute for actual clinical visits. It is only suitable for basic follow-ups between patients and healthcare providers and/or preliminary consultation before meeting the healthcare provider in person.

Patients with critical medical conditions or for eye emergencies are advised to visit their healthcare provider for a thorough assessment through a comprehensive eye exam.

TELECONSULTATION PROCESS

How does it work? 

There are three (3) easy steps to avail of the TeleConsultation:

Step 1: Call the TeleHealth Hotline and provide patients details to schedule the appointment. 

Step 2: Expect a call from our dedicated TeleHealth Nurse Coordinator before your scheduled TeleConsultation appointment to assist you in preparing for your video consultation.

Step 3: TeleConsult with your Asian Eye doctor. 

Learn more about the process here: https://asianeyeinstitute.com/telecon-patient-guide/

 

How do I book a TeleConsultation appointment? What are the TeleHealth Hotlines?

You may call or text us at the following landline and mobile numbers:

Phone: 8-898-2020

Smart: 0918-898-2020 or 0920-947-8874

Globe: 0917-822-3753

 

Where can I download the app?

For patients who already have a teleconsultation account, you also have the option to use the web platform on a PC or an app on your mobile phone to access the Asian Eye TeleConsultaton application:

Apple: https://apps.apple.com/us/app/asian-eye/id1545876533
For Android phone users, download from here: https://play.google.com/store/apps/details?id=com.asianeyeinstitute.asianeye

What if I don’t want to download the app, will I still be able to avail of the service?

It’s ok. You can use a web browser on your computer or Android tablet, but make sure that you download the latest version of Chrome or Firefox.

 

What do I need so I can avail of the service?

To ensure a flawless and uninterrupted video consultations, we recommend: 

  • Internet speed of at least 1mbps
  • A properly functioning webcam and mic 
  • A private and quiet environment when patient/caretaker is present
  • Latest browser version, if you’re using a web browser or Android tablet

 

Can I use the web browser on my iPad? 

At present, video consultations are not supported in web browsers on the iPad. 

 

Can I upload the x-ray or picture of my eye, so I can show my eye doctor? 

Sure, you can! Go to Health Journal, click add attachment, upload the file, and click Submit.

 

After my TeleConsultation, can I buy the medication prescribed to me from Asian Eye?

Yes, you can! After your TeleConsultation, our TeleHealth Nurse Coordinator will contact you for a post-consultation assessment. When you mention that you’re going to avail of Asian Eye’s E-prescription Services, the coordinator will gladly assist you in sending the payment and processing of order/s.

 

How long will the medication be delivered? 

You may expect your medication to be delivered to your indicated address within the day. However, please take note that the cut-off period for E-prescription Services is 3:00pm. Orders received beyond the cut-off time will be processed the following day. 

 

How do I book an appointment via the TeleConsultation app?

If you already have an Asian Eye Teleconsultation account, please follow the steps below: 

 

5 Steps to Booking Your Teleconsultation: 

Step 1: Open your Asian Eye TeleConsultation account

Step 2: Go to the “Appointments” tab located at the left side of the screen

Step 3: Click “Book New Appointments” 

Step 4: Fill in the details required

Step 5: Click “Proceed to payment” for payment processing

*Requirement: Asian Eye Teleconsultation Account

 

Our Telehealth coordinator will  contact you shortly after your booking. 

Kindly note that in the event that your doctor is unavailable at your requested time, our Telehealth coordinator may ask you to reschedule the consultation to an alternative time.

If you don’t have a Asian Eye TeleConsultation account yet, please call 0917-822-3753 or send an email to telehealth@asianeyeinstitute.com.

ASIAN EYE TELECONSULTATION FAMILY ACCOUNT

What is Asian Eye TeleConsultation Family Account?

The Family Accounts feature helps patients manage the accounts of dependent family members, for e.g. minor children or elderly,
who cannot operate their own accounts or may need help to do so. It allows the Primary patient User, to set up dependent User
Accounts for up to 6 family members, under his/her own account and manage it on their behalf.

How do I create a family account for my family members?

To create a family account, you must have an Asian Eye TeleConsultation account as a primary user.

6 Steps to adding a member:

Step 1: Open your Asian Eye TeleConsultation account

Step 2: Go to the “Family Accounts” tab located at the left side of the screen

Step 3: Click “Add family account”

Step 4: Fill in the details required

Step 5: Check the consent checkbox

Step 6: Click “Create New Family User Account”

To switch to the dependent user account, click “Switch to user”

APPOINTMENTS

Just in case I need to attend to something important, can I still cancel my appointment?

We understand that you may have changes in your schedule. Please make sure to call our TeleHealth Hotlines or log in to the Continuous Care online portal (using a web browser) or app to cancel or reschedule your appointment.

 

Is the TeleConsultation available 24/7?

TeleConsultation is available Mondays thru Sundays, from 9AM to 4PM.

 

FEES AND PAYMENT METHODS

How much is the TeleConsultation?

At present, TeleConsultation costs Php600.00. Please note that this is subject to change without prior notice.

 

How do I pay for the TeleConsultation?

You may use Paypal to settle the fee.

If you’re using a web browser, log on to https://telehealth.asianeyeinstitute.com or https://bit.ly/AsianEyeTeleconsult:

  • Click Video Consultation or Appointments
  • Click Confirm, then Pay Now
  • Wait to be redirected to the payment page
  • Pay the fee on the Paypal’s page
  • Click Go Back to Merchant at the bottom of the page to go back to consultation/the platform

If you’re using the Asian Eye app, log in to your account.

  • Tap Consultations
  • Tap View All
  • Select Pay and wait to be redirected to the payment page
  • Input your city’s Zip Code in the text box, not your credit card PIN
  • Settle the fee on the Paypal’s page
  • Tap the link at bottom of the app to go back to consultation

If you don’t have/prefer Paypal, you may use your credit card or do online transfer via BPI or BDO. 

For BDO bank transfers:

Account name: Asian Eye Institute

Account no.: 002340248627

 

For BPI bank transfers:

Account name: Asian Eye Institute

Account no.: 0201043298

 

How do I pay via GCash or Paymaya?

You may follow the steps below.

Bank transfer via GCash

 

Bank transfer via Paymaya

 

Is it possible to book the TeleConsultation appointment without paying first?

Yes, you may book your TeleConsultation appointment before payment.

 

Will I be issued an official receipt (OR)?

Yes, the official receipt will be sent via email.

 

Are TeleConsultations covered by HMO providers?

The following HMO/insurance companies cover the TeleConsultation service: 

  • Avega
  • Flexicare (for reimbursement)
  • Intellicare (only covers 4 companies – Froneri, Terry Selection, Nestle and Shell)
  • Insular Health Care
  • Sunlife Grepa

 

After my TeleConsultation, my doctor decides that we need to do a face-to-face clinic consultation to complete the medical assessment. Will I need to pay another consultation fee?

When this happens, we will be refunding the Php600 TeleConsultation fee to your account. The standard clinic consultation fee will then apply and can be settled during the scheduled appointment. 

For more details about the refund process, you may contact us at 0917-822-3291 or send an email to [email protected].

 

TECHNICAL ISSUES

I can’t seem to start the video consultation. How do I do it?

If you’re using a web browser, click on My Health Profile and log in. You may then go to Appointments and click Start Video Call on the right side. You will then be redirected to a new page and be asked to allow access to your webcam. Wait for your eye doctor to join the session.

But if you’re using the Asian Eye app, log in to your account, tap Consultations on the bottom right corner, then View All. A Start Session option will appear if you have a confirmed appointment.

 

What do I do if I get disconnected during the session? Can I still go back?

Yes, you can. Just follow these steps:

If you’re using a web browser:

If you’re using the Asian Eye app:

  • Launch the app and log in to your account
  • Tap Consultations
  • Tap View All
  • Tap Resume Session

 

What happens if I missed my appointment because of Internet connection issues?

Asian Eye’s TeleHealth Nurse Coordinator will help you reschedule your appointment with your eye doctor.

 

What to do if I forgot my password?

If you’re using a web browser: Log on to https://telehealth.asianeyeinstitute.com or https://bit.ly/AsianEyeTeleconsult. On the next page, click Forgot Password.

If you’re using the Asian Eye app: Enter your email address and tap next. Click Forgot Password on the login page.

 

Is there anyone I can talk to if I have any technical concerns?

You may call 8-898-2020 or 0917-800-9103. Our Patient Care Advocate will then refer you to a Technical Support representative.

 

ONSITE TELECONSULTATION

Can I still avail of TeleConsultation if I don’t have Internet connection?

Yes, you may visit any of our Asian Eye and EyeSite clinics to avail of On-Site TeleConsultation.

 

Do I need to book an appointment first?

You may want to call the clinic ahead to check the schedule of the doctor and book an appointment.

SPECIALISTS/DOCTORS

Can I choose my Asian Eye doctor?

Yes, we will have to check the availability of your preferred doctor first.

DATA PRIVACY CONCERNS

How do you ensure my privacy?

Asian Eye strictly enforces its Privacy Policy. It’s implementing technological, organizational and physical security measures to protect personal data from loss, misuse, unauthorized modification, unauthorized or accidental access or disclosure, alteration or destruction. Asian Eye also makes use of the following safeguards:

  • Secured servers and firewalls, encryption on computing devices
  • Restricted access only for qualified and authorized personnel
  • Strict implementation of information security policies

Read about our terms of use: https://telehealth.asianeyeinstitute.com/secure/user/hpTerms

 

GIVING FEEDBACK

What do I do if I want to give feedback on the Teleconsultation service?

We appreciate feedback to help us continuously improve our service. You may call our hotline 8-898-2020 or 0917-800-9103. Or if it’s easier for you, leave us a message on our social media accounts:

  • Facebook: Asian Eye Institute
  • Twitter: @asianeyephil
  • Instagram: @asianeyeinstitute

ABOUT ASIAN EYE

What does Asian Eye offer?

Asian Eye provides a full range of specialized medical services, including treatment and management of cataract, glaucoma, diabetic retinopathy, macular degeneration, uveitis, strabismus, and cornea and external diseases; LASIK; eye plastic surgery; pediatric ophthalmology and optometry; ocular genetics; low vision and visual rehabilitation; optical dispensary and contact lens services.

 

Where are Asian Eye clinics located? How can I contact them?

Asian Eye is the biggest eye care institute in the Philippines. If you have questions or if you want to set an appointment, you may call your preferred clinic at:

  • Asian Eye Rockwell Center, Makati: 8-898-2020 / 0918-898-2020 / 0917-191-2020
  • Asian Eye TriNoma: 7-219-4616 / 0917-897-2020
  • Asian Eye Mall of Asia: 8-556-4996 to 97 / 0917-628-7908 / 0917-829-4530
  • Asian Eye Commercenter Alabang: 8-403-9013 / 0917-628-2807 / 0917-829-4530

For more details, visit https://asianeyeinstitute.com/locations/.

 

I want to learn more about Asian Eye. Can you tell more?

You may read the latest news about Asian Eye or learn more about its services and doctors via www.asianeyeinstitute.com and social media accounts:

  • Facebook: Asian Eye Institute
  • Twitter: @asianeyephil
  • Instagram: @asianeyeinstitute