FAQ: App – Tropical Healthcare

Who can use teleconsultation?

Teleconsultation is suitable for anyone above 3 years old and seeking treatment for non-emergency illnesses. Please note that your user account cannot be used by another person.


For patients below 16 years old, please ensure you have a guardian (who must be at least 21 years old) present with you during the teleconsultation. The guardian has to show his/her valid ID (eg.Passport, etc) to the doctor at the start of the teleconsultation.

What are the charges for a teleconsultation?

Tropical Healthcare charges $40nett for a 15-minute teleconsultation (inclusive of prescription delivery). Beyond 15 minutes, the doctor may request for an additional payment for another 15-minute extension. Medication charges apply.

What conditions are suitable for teleconsultation?

There are many common conditions (non-emergency in nature) that can be treated via teleconsultation including but not limited to these:

  • Cough & Cold
  • Sore Throat
  • Constipation & Diarrhoea
  • Skin Irritation & Rashes
  • Acne
  • Headache & Migraine
  • Urinary Tract Infections
  • Menstrual Issues
  • Gastric problem
  • Cold sores
  • Muscle aches
  • Heel pain
  • Conjunctivitis without visual disturbances
  • Eyelid problems
  • Gout
  • Well-controlled chronic illnesses that have already been routinely followed up
  • Others: travel health, sexual health, review of health screening results


The doctor will make a reasonable diagnosis where possible from the presenting history, vital signs or other clinical parameters where available, investigation or imaging results and recommend treatment or referral to the appropriate level of care if necessary.

What conditions are NOT suitable for teleconsultation?

Emergency health issues are NOT suitable for teleconsultation. Please seek immediate medical assistance at the nearest Accident & Emergency (A&E) or call 911 for an ambulance.


This teleconsultation service is also not for mental health conditions. For mental health conditions, you can call SOS hotline.


The following conditions are also NOT suitable for teleconsultation:

  • Visual disturbances – double vision or blurred vision or loss of vision
  • Dizziness and imbalance
  • Chest pain
  • Breathing difficulties and asthma
  • Abdominal pain with fever
  • Diarrhoea with black stools
  • Fever for more than 3 days
  • Weakness or numbness of limbs
  • Urinary or bowel incontinence
  • Pregnancy complications
  • Any injuries
  • Bleeding from any wounds/injuries
  • 1st consultation on chronic illnesses

What do I need in order to use teleconsultation?

Your identification will be required for the doctor’s verification during the teleconsultation. No prescription, referral or medical certificate can be issued to anyone who is not using his real identity or assuming a false identity.


Optional: Available medical equipment to enhance the effectiveness of the teleconsultation are welcomed.

  • A thermometer to measure temperature
  • A glucometer to check blood glucose level
  • A sphygmomanometer (also known as a blood pressure machine) to check blood pressure and heart rate
  • A torch to illuminate whenever necessary

What happens if the doctor determines that my condition is not suitable for teleconsultation?

The doctor will advise you to seek other appropriate treatments or follow-up actions before ending the call. If substantial medical advice was given, the doctor may charge a consultation fee at his/her discretion.

Who are the doctors on THC?

All doctors onboard Tropical Healthcare are UK/US/Nigeria -registered and licensed with the UK General Medical Council (GMC) and Nigeria Medical and Dental Council (NMDC).


They hold doctoral degrees in medicine and have undergone post-doctoral training as required to be registered as a doctor in above jurisdiction. They also undergo a screening process and telemedicine training in line with our internal controls and procedures.

What if there are no doctors available for a teleconsultation right away?

The estimated waiting time to see a doctor via teleconsultation is 15min. If no doctors are available to conduct a teleconsultation right away, a doctor will fix a teleconsultation appointment with you and call you back at the designated time.

What if I get disconnected during the teleconsultation?

The doctor will initiate a call-back for which you will be prompted via a push notification. Upon receiving the push notification, you can rejoin the call once you accept it. If you still fail to reconnect to the session, please contact our Customer Service Team at contact@tropicalhealth.co.uk and we will assist you in any way we can.

How do I obtain my medication after the teleconsultation?

After teleconsultation, patients will be responsible to approach licensed pharmacy for prescription to be dispensed in line with country drug control guidelines.

How do I obtain a Medical Certificate (MC) after the teleconsultation?

An electronic copy of the MC will be emailed to the patient. Issuance of MCs is subject to the doctor’s discretion which is based on proper medical grounds arrived at through clinical assessment. As electronic MCs are a relatively recent development, acceptance of such MCs is subject to the human resource policies of individual companies.

Can teleconsultation be claimed under my insurance plan?

Most major insurance companies provide plans that cover teleconsultations. Nonetheless, please check with your insurance provider if your plan covers it.

What are the modes of payment?

THC platform is cashless. We accept online payments via debit and credit cards including Visa, AMEX and Mastercard.

What should I do if I am unsatisfied with my teleconsultation experience?

Please contact our Customer Service Team at contact@tropicalhealth.co.uk and we will assist you in any way we can. For enquiries regarding medicine and clinic services, you may wish to contact the clinic directly. The phone number of the clinic can be found in your clinic visit/consultation report.

What is Tropical Healthcare App?

Tropical Healthcare is an integrated healthcare digital platform providing medical convenience at your fingertips. You can use the app (available on Apple App Store and Google Play Store) to:

  • Video-consult a doctor (available 24/7 daily)
  • Schedule medical appointments
  • Manage health records
  • Browse health insurance offerings
  • Purchase healthcare products and services


It is a secure platform for doctors to dispense medical care with ease and for patients to receive treatment with confidence and in privacy.

How are my personal information and medical records stored?

We respect and uphold confidentiality. Our patients’ personal information and medical records are compliant with the UK Data Protection Act . The records can only be accessed by healthcare providers directly involved in the patient’s care, and to support internal processes.


Tropical Healthcare employs end-to-end encryption to keep all information secure. All personal information and medical records are stored within encrypted databases platform.

If you have any questions feel free to contact us.