Yes, ExpatHealth is fully compliant with Indonesian telemedicine regulations. All our doctors are licensed to practice in Indonesia and hold valid medical permits. Our platform operates under the supervision of the Indonesian Ministry of Health and follows all local healthcare laws.
How fast can I get a prescription?
Most prescriptions are reviewed and approved within 15 minutes during business hours. For urgent cases, our doctors can respond in as little as 5 minutes. During off-hours, response times may be slightly longer but we maintain 24/7 coverage.
Do you prescribe antibiotics?
Yes, our licensed doctors can prescribe antibiotics when medically appropriate. This includes treatments for UTIs, bacterial infections, and other conditions requiring antibiotic therapy. All prescriptions follow Indonesian medical guidelines and antibiotic stewardship principles.
What languages do your doctors speak?
All our doctors are fluent in English and Bahasa Indonesia. Many also speak additional languages including Mandarin, Japanese, and Korean. You can specify your language preference when booking a consultation.
Prescription & Treatment
Where can I fill my prescription?
You can fill your prescription at any licensed pharmacy in Indonesia. We provide a list of recommended pharmacies in major cities, including international pharmacy chains like Guardian, Kimia Farma, and Century. Many also offer delivery services.
What if I need a refill?
Refills are easy! If you have an ExpatCare subscription, you get one refill consultation included each month. For pay-per-visit patients, refills cost $10 (discounted from the regular $15). Simply request a refill through your patient portal.
Can you treat serious conditions?
We handle many conditions, but serious or emergency situations require in-person care. Our smart triage system will identify when you need immediate medical attention and direct you to the nearest hospital or emergency room. We can also provide follow-up care after hospital treatment.
Payment & Billing
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, and local Indonesian payment methods like GoPay, OVO, and Dana. All payments are processed securely through encrypted channels.
Do you work with insurance?
Currently, we operate on a direct-pay model. However, we provide detailed receipts that you can submit to your insurance provider for potential reimbursement. We're working on partnerships with major international insurance companies.
Is there a money-back guarantee?
Yes! We offer a 100% satisfaction guarantee. If you're not completely satisfied with your consultation, we'll refund your payment. For ExpatCare subscribers, we offer a 7-day money-back guarantee on your first month.
Privacy & Security
How do you protect my medical information?
Your medical information is protected with bank-level encryption and stored on secure servers. We comply with international privacy standards including HIPAA guidelines. Only your assigned doctor and essential medical staff have access to your records.
Are video calls recorded?
Video calls are not recorded for privacy reasons. However, your doctor will document the consultation in your secure medical record. If you need a recording for personal reasons, you can request this before the consultation begins.
Can I delete my account and data?
Yes, you have full control over your data. You can request account deletion at any time. Medical records will be retained as required by Indonesian law (typically 7 years), but personal information will be anonymized.
Technical Support
What devices can I use for video calls?
You can use any device with a camera and microphone - smartphones, tablets, laptops, or desktop computers. Our platform works on iOS, Android, Windows, and Mac. No app download required - everything works through your web browser.
What if I have connection problems during a call?
If you experience connection issues, don't worry! You can rejoin the call using the same link. If problems persist, we'll switch to a phone call or reschedule at no extra charge. Our technical support team is available 24/7 to help.
How do I access my medical records?
All your medical records, prescriptions, and consultation history are available in your secure patient portal. You can access this 24/7 from any device. You can also download or print records as needed.