We are here to answer your questions
Frequently Asked Questions
Patients
Digimed is a Software Service Provider (SSP) by providing Software as a Service (SAAS). Digimed is not a medical service provider.
Everyone can use Digimed on a Starter Plan or Premium Plan. You must create an account and once registered and verified, you will have access to the Digimed platform.
You can download the Digimed Mobile app via the App Store or Play Store on your smartphone and tablet.
You can still access the platform through our website, via laptop or a computer. Desktop users can access the web application via the web.
Digimed is available on any computer, smartphone or tablet with an internet connection.
To set up your account, please visit digimed.health or download the Digimed mobile app.
We need to determine if your identity document is authentic and belongs to you. You just need to go through some steps which will ensure your data is private and secure.
Many biometric verifications systems charge users a fee to cover the costs of the verification process. However, on our platform, we believe that access to secure and reliable healthcare technology should be available to everyone. Therefore, we incur the costs so that users do not have to pay any additional charges.
As a patient, you can use our app to view all your medical records while inside the European Union. However, consultations cannot be conducted if you are outside of Malta.
If you access the app from outside of the EU, you can still view all your previous records. However, you will receive a notification asking you to confirm that you acknowledge you are outside the EU before accessing your data.
Please be advised that the healthcare professionals are only licensed to provide prescriptions and treatments that can be dispensed within the Maltese islands.
Yes, you can upload your medical history and update your health profile before a consultation. With the app, you can always have your medical history with you wherever you go.
Upgrading to Digimed Premium Plan will entitle you to have access to a wide range of health-related services from one place, offering you additional benefits.
Benefit#1
With our Premium Plan, you can enjoy a discounted consultation platform fee of only 1.99 euros per consultation, which means you can save 3 euros per consultation compared to our Starter Plan, where the fee is 4.99 euros per consultation.
Benefit#2
You’ll have the added convenience of access to home visits by doctors, providing you with even more options for your healthcare needs compared to the Starter Plan.
Benefit#3
As a Premium Plan member, you’ll enjoy the added perk of lower transaction fees and save 2% on every transaction.
Benefit#4
You’ll enjoy unlimited access to your e-prescription history, providing you with the ultimate convenience and peace of mind.
Benefit#5
You can manage all your family’s health data in one convenient place. You can even book consultations for your loved ones, including children, parents, and persons with a disability. Simplify your family’s healthcare management with Digimed.
Benefit#6
You’ll have the convenient ability to export insurance claim forms with a simple tap of a button, making it easy to quickly forward the necessary documents to your insurer. This feature is not available on the Starter Plan, giving Premium Plan members an added advantage.
Benefit #7
You’ll have your very own personal health companion to remind you when it’s time to take your medication. Never miss a dose again and stay on track with your health goals!
Upgrade to our Premium Plan today!
Rest assured; each doctor will have their own waiting room in which you will still be able to choose a doctor who is on another call. You will be informed of the number of persons in the waiting room and the estimated waiting time.
To use Digimed, you will need to provide your own email address. Please avoid using a third-party email address, as the owner of that email address may want to create their own Digimed account in the future but won’t be able to if their email is already associated with your account. Additionally, if you choose email as your two-factor authentication method, you will need to provide an email address that only you have access to.
If a physical exam is needed, the GP or specialist will advise you accordingly. Digimed has also retained the option for doctors to offer home visits. This is included in the Premium Plan subscription.
Our insurance partners have already provided us with the policy number of their clients that are entitled to a free Premium Plan account. During onboarding, please fill in your insurance policy details to benefit from free Digimed Premium Plan.
Yes, and you are in control as to how you prefer to receive your notifications. You have the option within the settings section to choose from app, email and push notifications.
For any further queries, kindly contact us on: [email protected]
Hopefully you don’t get to this stage but if you feel you didn’t have the best experience, please email us at: [email protected] and we will get back to you at our earliest.
Appointments
You will need a smartphone, tablet or PC/laptop with a satisfactory camera, working microphone and a reliable and secure internet connection.
You should avoid unsecure Wi-Fi connections, such as those in public places.
Not at this time, but your health care provider will advise you if an in-person appointment is required.
Before proceeding to an online consultation which can either be by using the Dr On Demand (Doctor available now) or Scheduled (schedule for later) feature, you will be asked:
What is the reason for your visit? This is where you input the description of why you (or your dependant) are visiting the GP or specialist and have the option to upload images related to the symptoms & medication. You can also upload relevant documents such as blood tests etc.
Please select your symptoms. This is where you enter your symptoms, for example ‘rash’. There will be an option for free text or predictive text but again you have the option to skip this stage.
Absolutely! At Digimed, we believe that patients should have the freedom to choose the doctor who best fits their needs. That’s why our platform gives you the power to search for doctors by name, specialisation, channels used for consultation, and languages spoken. You can also select from a list of doctors based on their ratings or prices. With Digimed, you’re in control of your own health data and can easily connect with the doctor of your choice.
When proceeding to an online consultation, you have the option of clicking YES or NO to requiring a sick leave certificate. If you select YES, the system will advise the doctor that you need one and the doctor will prepare this during the consultation. This can then be accessed through the app at any given time.
We have appointed our own Medical Committee Team to ensure that all doctors providing services on the platform are fully licensed with the Malta Medical Council.
After each consultation, you have the option to submit feedback on the quality of the consultation and on the doctor. You can also star-rate the user app experience which will help us improve the service. Your feedback matters to us!
Doctors have the availability to input their maximum fee for each consultation. At the end of each consultation, the doctor will be asked to confirm the final fee. Doctors cannot increase their fees beyond the maximum fee listed but can decrease them should they wish to do so.
Digimed isn’t intended for medical emergencies since the term medical emergency in itself requires a visit to the emergency room.
Some of the serious healthcare concerns that require a visit to ER are included hereunder though the below list is not exhaustive:
- Severe abdominal pain
- Chest pain
- Choking
- Severe allergic reactions
- Severe burns
- Fractures or broken bones
- Unconsciousness, inability to wake up
- Paralysis (unable to move or feel part of body)
- Pregnancy complications
- Other emergency conditions not included in above list.
If your condition is not an emergency, you may still discuss it with a doctor through Digimed. However, it is ultimately up to the doctor’s discretion whether to proceed with a telemedicine consultation or recommend an in-person appointment.
Once the doctor completes your Health Record, you will receive a notification and your medical records will be automatically stored within your health wallet under the diagnoses section.
To ensure that we cater to patients with diverse linguistic needs, our app allows you to filter your search for doctors based on the languages they speak. This way, you can easily find a doctor who can communicate with you in your preferred language.
Please ensure that at the time of your appointment you have a good Wi-Fi or 4/5G connection.
The system will display a message to the user informing them that their connection is weak. There isn’t anything we can do from our side if the connection isn’t suitable due to a weak internet connection from your side and a new consultation for another time would need to be rescheduled as a new appointment.
Rest assured that you won’t. If you get disconnected, the doctor you were speaking with will reach out to you via phone or secure email to resume the consultation. You will not be charged twice for the same consultation.
Digital Security
Your consultation and all information on the platform are completely private and confidential. Digimed uses cutting-edge technologies to ensure the security of your data is compliant with the most stringent National and European security and privacy regulations.
The platform ensures that all data stored on the platform is encrypted according to current GDPR (General Data Protection Regulation) laws, protecting both the doctor and patient.
You are the data owner and therefore in control of your own data. You can also allow doctors to view / access your data.
All information uploaded onto the app is completely private and confidential. The platform ensures that all data stored on the platform is encrypted according to current GDPR laws, protecting both the doctor and patient.
Just like most banking and payment apps, Digimed app doesn’t allow screenshots to be taken, for security reasons.
The consultations on the app will not be recorded in order to ensure we provide a secure, private and comfortable space for medical consultations.
No, you will need an internet connection to access the Digimed platform.
Yes, one of the many benefits of cloud-based software is that you’re always on the latest version. Updates happen automatically and won’t affect your data in the slightest. If the software has been updated, a message informing you of this will appear on your screen when you log in.
No, the Digimed mobile app will not execute on rooted or jailbroken devices. This is because such devices are often more vulnerable to security breaches and can compromise the confidentiality and integrity of your personal data.
Cancellation
1.You will receive a notification of the estimated delay time.
2. You will be offered the choice of either accepting the new time or else cancelling the appointment and in this case, you shall be refunded in full for the consultation and platform fee.
Please visit the Patient Cancellation Policy for more information.
You, the patient shall be refunded in full for the Consultation fee and Platform fee.
If you wish to reschedule 6 hours before the scheduled appointment, the Consultation will be refunded and you will be prompted to book a new appointment, but still be charged the platform fee. In order to avoid higher consultation platform fees, please upgrade to the premium plan.
Please visit the Patient Cancellation Policy for more information.
The consultation and platform fee will be charged in full.
Please visit the Patient Cancellation Policy for more information.
If a physical exam is needed, you can book this service which is included in the Premium subscription under Home Visits.
We will be sorry to see you go! You will have the option to download your data before cancelling your account.
According to the Laws, medical practitioners will need to keep electronic health record of the patients they have given medical advice for up to 10 years after the last consultation.
Healthcare Professionals
Throughout the application and onboarding process, all GPs will be asked to provide:
- Certificate of Registration with the Maltese Medical Council or Registration from the appropriate Professional Council of equivalent repute and standards.
- Medical Council Registration Number
Certificate of Good Standing within the last three (3) months preceding the application date. - Curriculum Vitae
- Specialist Registration Certificate
- Proof of Professional Indemnity including cover for services provided via Telemedicine.
- Input the Year of the Issuance of Warrant
- Upload a photo showing the true likeness
- Select Area of specialisation
For security and GDPR reasons, practitioners’ access will be restricted from utilising the platform from outside the EU.
Doctors can access the Digimed platform from within the EU (excluding Malta) and view all patient records, but they cannot carry out consultations.
If a doctor accesses the app from outside the EU, they can view all previous patient records but will need to acknowledge a notification stating that they are outside the EU before accessing the data.
Please note that only doctors registered in Malta can utilise the Digimed platform.
You will need a smartphone, tablet or PC/laptop with a satisfactory camera, working microphone and a reliable and secure strong internet connection.
Minimum connection requirements:
- 10 mbps download speed
- 5 mbps upload speed
- Below 50 ping/latency
Doctors will have the ability to set their appointment duration slots for each type of consultation. Doctors will be able to choose a 10 mins, 15 mins, 30 mins or 60 mins slot from a drop-down list.
Yes, this is a requirement for all professionals having practicing privileges on the Digimed platform.
You will need an internet connection to access the data on the Digimed platform.
Yes, doctors will have the ability to import, export and download patient’s records.
Refer your patients to Digimed. Patient’s will have the option to filter the search by Name, allowing your patients to mark you as a favourite doctor by clicking the love heart. By default, the doctors ‘hearted’ (those marked as Favourite Doctors) will be listed first when a patient searches for a doctor.
The doctor can access a list of patients who do not have a Digimed Account from the patient management system. Select a patient or multiple patients and send an email to those patients in order for them to create a Digimed account.
Currently, this feature is not available. However, if the patient adds a doctor to their ‘Favourites’ list or grants them access, the doctor will be able to view all of the patient’s health records, including those entered by other doctors on the Digimed platform.
Doctors can create profiles for patients who do not have a Digimed account and keep all records of their data.
Doctors can complete each visit for subscribed Digimed patients or non-Digimed patients, whether it’s a telemedicine or an in-clinic consultation with a personalised treatment plan, that will include electronic health records, prescriptions, referrals and sick leave certificates when appropriate.
This should not be of concern. When you input the patient’s date of birth and passport/ID number into the Patient Management System, the system will automatically detect that the patient has a Digimed account. You’ll then receive a prompt asking if you would like to send a notification to the patient through the app to request permission to access their records. This streamlined process ensures that you have seamless access to your patient’s complete health history, regardless of how the consultation was booked.
Once the patient gets home, they will find the notification that a new after Consultation Report has been added to their profile. Once the patient accepts the notification, the records of the patient will be updated accordingly.
Improved technology has made the whole process easier, even for those who wouldn’t label themselves as tech-savvy. An essential ingredient when creating the platform was user experience. The platform is user friendly, simple and easy to use.
You will be notified 5 minutes and again 2 minutes before the end of the call. However, the call will not be automatically cut off. We encourage medical practitioners to stick to the allocated time as to not be late for other consultations.
Dependants
Yes, we have this covered! You can create a profile for your family members, children under 16 years of age and elderly relatives in order to manage their healthcare, but you will need to upgrade to the Premium Plan to access this service. There will be a screening process in order to confirm relationships of dependents being added to your account.
Log in to your account. Click “My Family” from the top menu. Follow the instructions to provide the necessary information and complete your dependent’s medical history.
Yes, you will be required to upload validation documents to prove the relationship with the dependant. Please click on the learn more button within the app for the list of documents required.
You will receive a notification within the app and via email advising that the dependant has now turned 16 and therefore are eligible to start managing their own health records.
However, this will be optional since the user may need to continue to manage the dependant’s health records even after the dependant turns 16.
Prescriptions
After the consultation with the doctor, you will be prescribed the required medicine to be able to purchase this from a pharmacy. You will receive a notification in which you can access the prescriptions from the ‘Prescription’ Menu on the application.
When selecting the specific prescription, you will be able to choose a Digimed Partner Pharmacy from a drop-down list or else opt to collect it from a Non-Digimed Partner Pharmacy.
If a Digimed Partner Pharmacy is chosen, you will be able to check availability by sending a request to the pharmacy. The pharmacy will then process the request accordingly.
Digimed Premium will never leave your side. By upgrading to Digimed premium, you will receive a notification when you or your dependents will need to take prescribed medicine to ensure that you take your medicine on time.
Yes, this feature may be turned off from the settings on the app.
Digimed has teamed up with a number of pharmacies (Digimed Partner Pharmacies) who are utilising the Digimed Pharmacy App. By using these pharmacies, it will enhance your customer experience and convenience as you will know whether the pharmacy has the prescribed medications in stock. The pharmacy will prepare the medications for pick-up, resulting in a much-improved customer experience and reduced waiting time.
Yes, however, it is recommended that you use your prescriptions at Digimed Partner Pharmacies for an improved customer experience.
If the preferred pharmacy is not on the list of pharmacies within the app, when collecting the prescription, you will be prompted to enter the pharmacy name, pharmacist name, and pharmacist warrant number and mark the prescription as collected from a Non-Digimed Pharmacy.
You will need to upgrade to the Premium Plan to have unlimited access to your E-Prescription history.
When clicking on Used Prescriptions, you will be prompted to Upgrade the Subscription Plan to Premium.
The payment is not made via the Digimed app but at your pharmacy on collecting your medication.
You are always in control and will have the option to choose another pharmacy. Once the prescription is dispensed, the previous pharmacy will be notified that the prescription was collected from another pharmacy.
Patients can collect repeat prescriptions from a pharmacy without needing to re-visit their GP and won’t have a paper prescription to lose. The app will inform the patient on the number of subscriptions remaining.
Troubleshooting
We’re sorry to hear that you’re experiencing issues with our app. To help you troubleshoot the problem, please try the following steps:
1. Make sure your app is up to date: Check to see if there are any updates available for our app and install them if there are.
2. Check your internet connection: Ensure that your device has a strong and stable internet connection. You may also try resetting your router or switching to a different Wi-Fi network.
3. Close and restart the app: Close the app completely and then try restarting it. This may help resolve any temporary issues.
4. Clear the app’s cache and data: If the issue persists, try clearing the app’s cache and data in your device’s settings.
To ensure that our app is available on your device, please consider the following tips:
1. Search for “Digimed” in the app store of your device.
2. Please note that our app currently supports Android and iOS devices only.
3. If you are unable to find our app in the Google Play Store or iTunes app store, it is possible that your device is running an unsupported version of Android or iOS.
To ensure that you have the best user experience while using our platform, we support the following web browsers: Chrome, Firefox, Microsoft Edge, and Safari. If you’re using a different web browser, we recommend that you switch to one of our supported browsers to enjoy seamless performance on our platform.
If you’re experiencing a poor connection while using our platform, we recommend that you take the following steps to try and improve your connection:
1. Check your internet connection: Ensure that your internet connection is strong and stable. If you’re using Wi-Fi, try resetting your router or switching to a wired connection.
2. Close unnecessary apps and browser tabs: Having multiple apps and browser tabs open at the same time can strain your device’s resources and slow down your connection. Close any unnecessary apps and tabs to free up resources.
3. Check your device’s storage: If your device has low storage, it can slow down your connection. Delete any unnecessary files and apps to free up space.
4. Check your device’s software updates: Make sure that your device’s software is up to date. Software updates often include bug fixes and improvements that can improve your device’s performance.
To check the version of Android or iOS you are currently running, please follow these steps:
For Android:
1. Open your device’s Settings app.
2. Scroll down and select “About phone” or “About device.”
3. Look for the “Android version” or “Android OS version” section to see which version of Android your device is running.
For iOS:
1. Open your device’s Settings app.
2. Tap on “General.”
3. Select “About.”
4. Look for the “Version” section to see which version of iOS your device is running.
Billing
To view payments related to consultations and subscription plans, you can navigate to the billing section of our platform. From there, you can access a comprehensive overview of all payments related to your consultations and subscription plans. Simply click on the menu and select the billing section to access this information.
If you have a subscription plan, you can easily find out when your next payment is due by accessing your billing information on our platform. Simply navigate to the billing section and you’ll be able to view the details of your subscription plan, including the amount paid and the date when the next payment is due (if any).
If you want to view the full details of an invoice, you can do so easily from our web app. Simply access the billing section and find the invoice you’re interested in. From there, you can click on the invoice to view its full details, which will include the following information:
- Invoice Number
- Doctor’s Personal Details
- Patient’s Personal Details
- Payment Method used
- Breakdown of Fees (Consultation Fee and Platform Fee)
- Consultation Details
Additionally, you’ll have the option to download and print the invoice as a PDF. If you have any trouble finding or accessing an invoice, our customer support team is always available to assist you.
For Malta, Stripe currently supports credit and debit cards, as well as SEPA Direct Debit. It’s worth noting that other payment methods may become available in the future, but these are the currently supported payment methods for Stripe accounts in Malta.
https://stripe.com/en-mt/payments