Help & Support


Help Topics
#TITLE
1.

The only discount that the system caters to are Promo Code discounts given to you by your doctor prior to booking your appointment. 

2.

Yes. When filling up the triage for a consultation, you can add a child or another adult (like a parent) if they are the patient but they don`t have an E-Consult account.

Follow these steps to add a child or parent patient to E-Consult:

  1. When filling up the triage for the consultation, under Select Patient, click the drop-down menu.
  2. Select + Add Child/Adult
  3. Fill up the details for the child/adult patient then click Submit.
  4. Proceed with the triage as normal (enter chief complaint, etc.). Don`t forget to click Submit.

IMPORTANT NOTE: If you are not the actual patient, please make sure to add the intended patient otherwise the wrong name will reflect in the prescription.

3.

Yes, doctors can edit their consultation fee. To do this:

  1. Log in to E-Consult
  2. Click your name in the upper right, then click Update Profile.
  3. In the Consultation Fee field, enter amount.
  4. Click Save Changes.
4.

Yes. You may use the Conversations feature to send messages to your doctor. Your first three messages will also be sent as an SMS to your doctor.

The system will not be handing out the contact information of the doctors. To contact them personally, they have to willingly share their contact information with you.


5.

Yes. You may do this by accessing your consultation/visit ID, and then typing in your message in the Conversations portion. You may send said messages as SMS to the patient.

6.

No. The system is restricted from issuing medical certificates to patients. Only prescriptions and diagnostic requests can be issued. Medical certificates can only be issued on a personal consultation.

7.

Yes. In accordance with RA 9165, you may upload picture or a scanned copy of the dangerous drugs Rx under Prescription File Attachments in the clinical notes.

8.

Yes. In the consultation, you may fill up the Prescription field in the clinical notes with your prescription. Don’t forget to click Save Notes.

After clicking End Consultation, the prescription is automatically sent to the patient through email.


9.

Yes. In the consultation, you may fill up the S2 Prescription field in the clinical notes with your prescription.

Before you use S2 Prescription, make sure your S2 details are updated in your profile (click your name in the upper right, then click Update Profile). Don’t forget to click Save Notes.

10.

For Discover Suite clinic bookings, the official receipt (OR) can be requested by sending an email to E-Consult support at econsultsupport@csmc.ph. Note that CSMC will issue OR only for the consultation fee paid online. OR for the Discovery Suite fee of Php 500.00 will be issued by Discovery Suites. 

11.

Patients will receive an SMS and email notification upon confirmed booking and an SMS reminder six (6) hours before the scheduled visit.

12.

In the Dashboard, patients can click Book a Discovery Suite Clinic to view the list of doctors for Discovery Suite. Patients must answer and pass the Screening Questionnaire and agree to the CSMC Clinic Guidelines to be able to make a booking.

Bookings for the Discovery Suite clinic must be made 24 HOURS before the scheduled consultation. The consultation fee for Discovery Suite clinics is PREPAID and paid online prior to the consultation. The consultation fee is not inclusive of the Discovery Suite fee of Php 500.00 which is paid onsite on the day of the appointment.


13.

Discovery Suite bookings are PREPAID and are paid online prior to the consultation. 

The consultation fee is not inclusive of the Discovery Suite fee of Php 500.00 which is paid onsite on the day of the appointment.


14.

For the claiming of professional fees, the remittances shall follow the process for disbursement of PF for E-Consultations. The doctor must check in their profile that the tax information is correct. For any inquiries, doctors may contact the Finance department.

15.

Discovery Suite clinic appointments are strictly PREPAID, and patients must pay the consultation fee online prior to the scheduled consultation. The consultation fee is non-inclusive of the Discovery Suite fee of Php 500.00 which must be paid by the patient onsite on the day of the consultation.

16.

For patients to be able to book a Discovery Suite clinic, the clinic must be tagged as a Discovery Suite clinic and the consultation fee must be set. Patients will be able to see both of this information in the booking screen and in the list of doctors with Discovery Suite clinic.

Discovery Suite clinic bookings are strictly PREPAID and paid prior to the consultation date.


17.

The professional fee that can be set in the system depends on the doctor’s preference. For the Discovery Suite clinic, the PF is subject to 35% E-Consult access fee. The access fee covers Payment Gateway fees, System Maintenance Fees, Taxes and other expenses to run the E-Consult platform.

The consultation fee that is visible to patients in the system is inclusive of this access fee.

18.

The consultation fee for the Discovery Suite clinic which will be seen upon booking depends upon the doctor.

19.

If you did not pass the screening questionnaire, please go to an immediate care facility and have yourself checked.

If you mistakenly answered YES to any of the questions, simply log out and log in again to refresh your session.


20.

First, the patient must ensure that their mobile number in the system is correct. Second, it must be ensured that payment for booking has been successfully posted for the booking to be CONFIRMED in the system. Third, the patient can also check their email for the confirmation email.

21.

If the doctor cannot see the patient due to unforeseen or emergency circumstances, the confirmed booking may be RESCHEDULED to another date or CANCELLED altogether depending on the doctor’s decision.

For the Discovery Suite clinic, the consultation fee will be refunded to the patient if the booking is cancelled OR the proposed reschedule is rejected by the patient.


22.

Yes. You may use the Conversations feature to send messages to your doctor after the consultation. Your first three messages will also be sent as SMS to your doctor. To send a message to your doctor after the consultation, log in to E-Consult, go to Completed Consultations, and click the Visit ID for the consultation. Scroll down until you see Conversations.

Note: Please use Conversations responsibly (i.e. for very important matters pertaining to your previous consultation). Examples of these scenarios are the following:

  1. Question about your prescription or medication
  2. To inform your doctor about any reactions you are having with the prescription given

Conversations feature is not meant to be a substitute for a follow up consultation. For follow up consultations, please book another appointment with your doctor.

The system will not be handing out the contact information of the doctors. To contact them personally, they have to willingly share their contact information with you.


23.

You may access the attachments from Consultation Page along with the other triage information. Each attachment may be accessed by clicking on the respective attachment name.

24.

You can view prescriptions by going to Completed Consultations, selecting the respective Visit ID, and then at the bottom of the screen click the View Prescription button.

25.

To book a consultation, you have to go through the following steps:

  1. Register in the system
  2. Log-In to the system
  3. Click Book Consultation
  4. Select a Doctor
  5. Select a schedule and book the appointment   NOTE: A patient can book schedules up to 12 hours before the desired schedule.
  6. Input your Chief Complaint
  7. Pay using PayMaya (Accepts Mastercard, Visa, JCB)
  8. Input your Triage information
  9. On successful payment, your appointment will be confirmed with corresponding email and SMS notifications

On the day of the consultation, if you are using a laptop/desktop:

    1. Have a stable internet connection (at least 3 Mbps)
    2. Make sure your device’s audio and video capabilities are working perfectly (highly suggested to make use of a headset with microphone)
    3. Be ready 15 minutes before your agreed schedule
    4. Use Google Chrome as your web browser when using the system
    5. Prepare anything you might need to show the doctor during the consultation
    6. Await notification saying that "the doctor is IN"

    If you are using a mobile device like a phone or a tablet:

    1. Download and install Jitsi Meet from the App Store (Apple devices) or Google Play Store (Android devices).
    2. All the above reminders apply.

    Click this link to learn more: Patient`s Guide: How to Attend Consultations


    26.

    Official Receipts (OR) are generated by CSMC Finance. To request for an official receipt, email us at econsultsupport@csmc.ph or call our patient hotline at +632 8727-3423 / 0961-4416210 available M-F 9AM-5PM (excluding holidays).

    27.

    There are two ways to view your prescription: (1) prescriptions are sent to your email upon completing your consultation; (2) you may access your prescriptions from the system either through the Dashboard, or by clicking on the respective Visit ID (from Dashboard or Completed Consultations).

    For prescriptions which are attached, you can access them by clicking View Prescription (from Completed Consultations or the Dashboard), then the link in File Attachments section of the prescription.


    28.

    Upon receiving the promo code from the doctor, this can be used when booking an appointment. Before proceeding to PayMaya for the payment, enter the promo code given by your doctor then click Apply to avail of the respective discount.

    29.

    Prescriptions and S2 Prescriptions as well as any diagnostic requests are automatically emailed to the patient after ending the consultation. Patients can access prescription file attachments by clicking View Prescription, then clicking the link in File Attachments section of the prescription which can be done through the Dashboard, or through Completed Consultations.

    30.

    The E-Consult total fee is based on the default fee set for doctors of Php 1,000 grossed up by 135%. The excess 35% (Php 350 in this case) of which goes to CSMC for Paymaya and access fees, while the remaining Php 1,000 goes to the doctor.

    The same formula applies regardless of the doctor’s specified consultation fee.


    31.

    CSMC Finance has released the following memo regarding payment release to our doctors.

    Click the link to view: Direct Debit Letter to Doctor`s Account

    32.

    Once your doctor launches their video, you will receive an SMS signifying that the doctor is already IN. Upon receipt, you need to click the “Refresh” button and then you will be able to click Launch Video Call.

    33.

    The system is being advertised in several ways (social media advertising, SMS blasts, etc.). The best way, however, to advertise the system is for doctors themselves to advertise it to their patients. The following link can be sent to our patients: www.csmceconsult.com


    34.

    Upon launching your video, the patient will be sent an SMS letting them know that you are already IN.

    35.

    You can reopen a consultation even after ending it. To reopen a consultation, go to Completed Consultations then select the respective Visit ID. Click Reopen Consultation. NOTE: Reopening of consultations can only be done on the same day.

    36.

    Starting the consultation by clicking Launch Video Call will send an SMS to the patient that you are IN the consultation. If both you and the patient is available, then you may proceed with the consultation right then and there.

    If you or the patient are not available, you may send a message to the patient or contact them offline. Once you have done so, you may just leave the consultation in ONGOING status and come back to it upon your agreed schedule with the patient. As long as the status of the consultation is ONGOING, you can launch the video and type in your notes anytime.


    37.

    This can be caused when a user aborts the payment or did not continue with the next step after completing the payment.

    For such cases, you should wait for at least an hour to see if the payment will proceed. If after one (1) hour your consultation status is still PENDING in CSMC E-Consult, you may call our patient hotline at +632 8727-3423 / 0961-4416210 available M-F 9AM-5PM (excluding holidays).

    38.

    To use E-Consult on your Apple devices, please ensure the follow applications/settings are enabled or installed:

    For Macs

    For iPhone/iPad

    • Download and install Google Chrome web browser. Available on the App Store.
    • Download and install Jitsi Meet for video calling. Available on the App Store.
    • Make sure Jitsi Meet can access your camera and microphone. Go to Settings > Jitsi Meet and allow access to Microphone and Camera.
    • Tapping Launch Video Call on E-Consult will automatically launch Jitsi Meet and let you in to the video call.


    39.

    To ensure that the previous doctor will cancel your wrong booking and that your payment is refunded, use the Conversations feature and send an SMS message to our doctor regarding your mistake. Once your wrong booking has been cancelled by the doctor, you may proceed with creating another booking with a different doctor.

    40.

    If you are using a laptop with Google Chrome installed, you don’t need to install Jitsi.

    If you are using a mobile phone or a tablet, go to your App Store (Apple) and Google Play Store (Android) respectively then download Jitsi Meet.


    41.

    Since the system uses a third-party software (Jitsi):

    If you are using a laptop or desktop, you have to ensure that you’re using Google Chrome as your web browser. If you are re-directed to a site displaying an error message that your browser does not support Jitsi, you will have to change your computer’s default browser to Google Chrome.

    On Windows OS default browser can be changed by:

    1.  Search and open Default Apps in search bar
    2.  Scroll down and change Web Browser to Google Chrome

    On Mac OS default browser can be changed by:

    1. Choose system preferences from Apple Menu
    2. Click General
    3. Choose Google Chrome from the “Default web browser” pop-up menu

    If you are using a mobile device, you have to download the Jitsi app from the App Store and install. Once finished, make sure that Jitsi app is allowed access to your device’s camera and microphone. NOTE: Highly recommended to use Google Chrome as your mobile device’s web browser.

    42.

    If you cannot hear the patient, first, check to make sure your speaker volume is not muted. If you still can’t hear the patient, it might be an issue with the patient’s microphone. NOTE: Highly suggested to use headset with microphone both for doctors and patients.

    If you can’t see the patient, the patient’s camera might not be turned on or the patient’s web browser or mobile device might be blocking camera access.

    If are seeing yourself in the bigger portion of the video, click on the box on the upper right portion of the screen which is showing the patient. This will switch the orientation.


    43.

    This may be due to the fact that the doctor has not enabled their camera/microphone. For such cases, please coordinate with the doctor accordingly as they might have personal reasons for turning it off.

    44.

    Attachments uploaded in the system are restricted to a file size of 2MB for each file only. Any documents exceeding this file size cannot be uploaded into the system.

    45.

    Doctors can use the Reschedule Consultation functionality to defer the consultation to a later date/time (subject to confirmation by the patient) in case you are unavailable on the confirmed schedule.

    Alternatively, Doctors can use the Cancel Consultation functionality if they want to cancel the consultation altogether. This will result to a full refund to the patient.

    NOTE: A consultation can no longer be Rescheduled or Canceled once the Launch Video Call button is clicked.

    46.

    If you’re on a laptop: Make sure you are using Google Chrome browse and that Jitsi Meet is allowed access to your camera and microphone. This can be done by selecting “Allow” when the pop-up question appears on your browser.

    From the Jitsi Meet page, make sure that both the microphone and camera are enabled (no “/” inside the icon) like in the screenshot below:

    Correct Jitsi configuration (screenshot link): IMAGE: Correct Jitsi configuration (web browser)

    If you’re on mobile/tablet: Make sure Jitsi Meet can access your camera and microphone. This can be changed via your device settings by following the below steps:

    For Apple Devices:
    1. Go to your device’s settings
    2. Select Jitsi app
    3. Toggle on “Microphone” and “Camera” settings

    Correct Jitsi configuration (screenshot link): IMAGE: Correct Jitsi configuration (Apple mobile devices)

    NOTE: It is highly suggested to use a headset with microphone during the consultation
    47.

    If any non-network related error concerns are encountered when accessing the system, please call our patient hotline at +632 8727-3423 / 0961-4416210 available M-F 9AM-5PM (excluding holidays).

    48.

    To retrieve your password or if you are having problems with your log-in, click on the “Forgot Password” in the log-in page. Upon entering your email, the system will send a message to your email containing your password.

    49.

    You may reschedule the appointment at a later date or cancel. If this isn’t possible, the system will automatically cancel the consultation at midnight if you were not able to reschedule or cancel. 

    NOTE: Cancellation will automatically result to a refund for the patient, while reschedule will only be refunded if the patient rejects the suggested schedule.


    50.

    Appointment re-scheduling proposed by doctors should be accepted by the patient before it is confirmed. If not, the patient’s payment will be refunded and the appointment will be cancelled.

    51.

    You may use the Conversations feature to send messages to your patient as SMS.

    52.

    You may edit the prescription as much as you want before you end the consultation as long as you Save Notes.

    After a consultation ends, you may edit the prescription by reopening the consultation, then editing the prescription in the clinical notes. NOTE: Reopening of completed consultations can only be done on the same day. For prescription changes, both prescriptions will be sent to the patient, so please inform them to ignore the first one.


    53.

    You need to inform your doctor that you will be late BEFORE the consultation. If you don’t have your doctor’s contact information, this can be done by using the Conversations feature. Under any instance, please get in touch with your doctor if you will be late, or your consultation is at risk of being tagged a No Show. The Conversation Feature can be accessed at the bottom the consultation page (below the “Launch Video” button).

    54.

    All on-boarding endorsement are coursed through CSMC Medical Affairs team and then to IT. For doctors who are interested, they have to go through the appropriate steps given by CSMC Medical team first before they can be registered.

    55.

    No, for the PDW/senior discount, we dont have this in telemed. It is applicable for procedure booking only. You can ask to your doctor for a promo code instead.

    Note : Promo code is not applicable to dependents.

    56.

    Yes. This can be done by placing attachments during the Triage step of the appointment booking. Attachments uploaded in the system are restricted to a file size of 2MB for each file only. Any documents exceeding this file size cannot be uploaded into the system.

    57.

    Official Receipt (OR) is issued to the patient by the doctor during the visit upon request by the patient.

    58.

    For the safety and well-being of both the doctor and the patient, patients must have a confirmed clinic appointment with the doctor before they can proceed to the doctor’s clinic.

    59.

    Patients will receive an SMS notification upon confirmed booking and an SMS reminder six (6) hours before the scheduled visit.

    60.

    No fees shall be collected upon booking a clinic appointment online. Payment shall be done on-premise, in the clinic on the day of the scheduled appointment.

    61.

    If you did not pass the screening questionnaire, please go to an immediate care facility and have yourself checked.

    If you mistakenly answered YES to any of the questions, simply log out and log in again to refresh your session.


    62.

    If you did not receive an approval for your booking, it is not advisable to go to CSMC. Please get in touch first with the doctor’s secretary for any concerns regarding booking approvals.

    At any rate, the booking will be CANCELLED if no action was made by the doctor or their secretary at the time of the consultation schedule.


    63.

    First, ensure that the patient’s mobile number in the system is correct. Second, ensure that the booking has been approved/confirmed in the system and is not PENDING approval.

    64.

    A mobile number is required to receive notifications about upcoming clinic appointments. In such cases that a patient is unable to provide a mobile number, the next of kin’s mobile number can be entered instead (with the next of kin’s consent).

    65.

    Only one booking must be honored per patient under normal circumstances, all other bookings made must be cancelled to allow other patients to book these slots.

    66.

    The doctor may override any booking approvals or rejections done by the secretary in the system.

    67.

    No. All payments shall be done on-premise, in the clinic on the day of the scheduled appointment.

    68.

    An email address is required to receive notifications about upcoming clinic appointments. In such cases that you are unable to provide an email address, your next of kin can be registered in E-Consult instead, and you (the patient) can be added under your next of kin’s account.

    69.

    You may create another booking on your next available date. Alternatively, you may contact the doctor’s secretary to request for reschedule of the clinic appointment.

    70.

    If the doctor cannot see the patient due to unforeseen or emergency circumstances, the confirmed booking may be RESCHEDULED to another date or CANCELLED altogether depending on the doctor’s decision.

    71.

    An email address is required to receive notifications about upcoming clinic appointments. In such cases that a patient is unable to provide an email address, the next of kin can be registered in E-Consult instead, and the patient can be added under the next of kin’s account.

    72.

    PENDING bookings with no action will be cancelled automatically at the time of the consultation schedule.

    73.

    Patients may contact doctor’s clinics about very important queries after the consultation using E-Consult`s Conversations feature, for inquiries like:

    • Inquiries about follow-up visits 
    • Questions about prescriptions or lab requests given by the doctor

    74.

    If your concern is not in the help topics, you can email us at econsultsupport@csmc.ph or call our patient hotline at +632 8727-3423 / 0961-4416210 available M-F 9AM-5PM (excluding holidays).

    75.

    You may use the Conversations feature to check in with your doctor. Your first 3 messages in this conversation can be sent to the doctor as SMS.

    In some cases, the doctor might be dealing with an emergency. In this case, the doctor might opt to reschedule the consultation to another date, which needs your confirmation to proceed, otherwise your payment will be refunded. The doctor might also opt to cancel the consultation altogether. This will also refund your payment.

    If your doctor is not around, check back again to E-Consult and view the status of your consultation under Upcoming Consultations. If the doctor is unable to reschedule or attend to the consultation by the end of the day, it will automatically be cancelled and result to a refund of your payment.


    76.

    Any proposed re-scheduling done by the doctor should be confirmed by the patient on E-Consult. If you are not in agreement with the proposed schedule, you may reject the proposal which will result to a cancelled appointment and payment refund.

    If you were not able to acknowledge the new schedule, the appointment will automatically be cancelled at the end of the day and will result to a refund of your payment.


    77.

    If your booking was pending, then cancelled, it is because the doctor disapproved your request for a consultation visit.

    If your booking was already confirmed, then cancelled it may be due to unexpected circumstances by the doctor.


    78.

    You may use the Conversations feature to send a message to your patient. Each message can be sent as an SMS to the patient.

    The patient’s mobile no. is also sent to you along with all your CONFIRMED consultations every morning should you want to connect with them personal. You can also see the patient’s mobile no. at the top portion of the consultation screen.

    If all efforts to contact the patient are exhausted and the patient is still unresponsive or not online, you may reschedule or choose to click Patient No Show.


    79.

    You may cancel the consultation and select the appropriate reason for cancellation. NOTE: Cancellation will result to a refund for the patient.

    It is highly suggested, however, to send a message to the patient about the wrong booking and inform them that you will be cancelling the consultation prior to the actual cancellation.


    80.

    If the prescription is not showing, it may be because your browser’s pop-up blocker is enabled. To disable this, you have to follow the steps in the following image:

    Click this link to view: HOW TO FIX: View Prescription does not work?

    After following the steps in the image, the View Prescription button should now work as expected.

    81.

    If your doctor gave you a prescription and/or diagnostic request, it will be sent to you by e-mail after the consultation ends. You may also review the consultation details like your assessments etc. by going to Completed Consultations or from your Dashboard along with the prescription given by the doctor.

    Click here to learn more: Patient`s Guide: How to View Completed Consultations

    You may also send messages to your doctor after the consultation by going to your respective visit ID and typing your message into the Conversations portion. You may send up to three (3) messages as SMS to your doctor.

    82.

    Wait for your doctor to enter the consultation first. Once you receive an SMS that your doctor is IN and the status of your consultation changes to ONGOING click REFRESH and then click the Launch Video Call button.

    83.

    Google Chrome can be downloaded in this link: DOWNLOAD: Google Chrome web browser

    Download the installer, double click the installation file, and follow the steps shown on your computer.


    84.

    On any cancellation, your payment will be refunded to you within 7-14 banking days (depending on your crediting bank). You will also receive a corresponding notification assuring this. You may then book another appointment if necessary.

    85.

    The patient’s dashboard shows all of your previous consultations, their details (including follow-up details and your conversations) and their corresponding prescriptions. It also allows you to view your previous doctors.

    Click the link to learn more: Patient`s Guide: Dashboard Features

    86.

    Patients can only know your contact information if you give it to them personally. The system is not publicly sharing the contact information of the doctors.

    For any communication done outside the system, we recommend using the Conversations Feature in the consultation screen as this can also be sent as SMS.


    Phone

    +632 8727-3423 / 09614416210

    Monday-Friday 9am-5pm

    Email

    CSMC E-Consult

    econsultsupport@csmc.ph

    Location

    10 Wilson, Greenhills West

    San Juan, 1502 Metro Manila

    E-Consult recommends Google Chrome browser for best viewing experience. iPhone/MAC/iOS users: Please downlad and use Google Chrome browser and enable microphone, speaker and webcam support