Video consultation services

Before using the service, check if your insurance plan includes general practitioner or Chinese herbalist benefits and your medical card is eligible for network coverage. You should also check the doctors list within your plan's clinical network and choose a doctor from the list when making an appointment in the app (see Note 4). In general, Bupa and Hang Seng Bupa members with medical cards with the following services listed on the front have coverage for video consultation services.

1. Will video consultation be covered under my non-network Clinical Benefit?

   No, you can't pay for video consultation yourself and file a claim afterwards. It will only be covered under network Clinical Benefit and you must use your medical card to pay for this service.

2. How many days of basic medication will be covered? Will extra medication be covered too?

   In general, the video consultation will cover up to 5 days of basic western medication / up to 2 doses of basic Chinese medicine, subject to your plan's coverage. Extra medication prescribed by the general practitioner will be covered if your coverage includes Western Medication Benefit under the network Clinical Benefit.

3. Is video consultation secure?

   Yes. The doctors will meet with you using an individual appointment link. Once the consultation has begun, the doctor will "lock" the appointment so no third party can join.

4. Is video consultation suitable for all medical conditions?

   No, video consultation is suitable for common conditions only but not medical emergencies. You are advised to seek immediate medical attention at a hospital A&E department or clinic for emergency conditions.

5. Are there any age restrictions for video consultation?

   Video consultation is available to members of all ages. Children below age 18 must be accompanied by a parent or guardian.

6. Are there any limitations on delivery services?
   • You must be physically in Hong Kong for video consultation and medication delivery.
   • In general, medication will be delivered on the same day for consultation before 12noon (Monday to Friday). Deliveries will be made on the next working day for consultation after 12noon and for some locations (including Sai Kung, Kwai Chung Container Terminal, Hong Kong University, etc. For the full list, please refer to the terms and conditions in the QHMS app).
   • For consultations on Saturday, medication will be delivered on Monday.
   • Deliveries are only available for patients living in Hong Kong Island, Kowloon, the New Territories and some areas in outlying islands (Tung Chung, Discovery Bay and Ma Wan). You will need to go to the appointed clinic to pick up your medication if you live in other parts of the outlying islands.


7. Will I be contacted before delivery?

   The clinic staff will contact you to confirm the delivery time and address after the video consultation. If the medication cannot be delivered, it will be returned to the appointed clinic for you to pick up. The delivery charge will not be refunded.

8. Can I choose my preferred clinic and doctor?

   Yes, you can. When you make an appointment in the app, you can choose a general practitioner or Chinese medicine practitioner within your clinical network from your preferred clinic. To make sure your consultation is covered, you should also check the doctors list within your plan's clinical network and choose a doctor from the list. As you may need to attend the clinic in person for an examination or assessment in certain circumstances, we recommend you choose a doctor or a clinic that's convenient for you.

9. What are the doctors' consultation hours?

   The consultation hours are from Monday to Friday (9am – 5:30pm) and Saturday (9am – 12noon) for general practitioners, and from Monday to Friday (10am – 12noon) for Chinese medicine practitioners, subject to the timeslots available on the QHMS app.

10. If I need a follow-up consultation within 24 hours after the video consultation, will this be charged or deducted from the remaining balance of my Clinical Benefit?

    In case your doctor advises you to visit the appointed clinic for an examination or assessment, it will be free of charge within 24 hours after the video consultation (or on the next working day for video consultation on Saturday). We won't deduct it from the remaining balance of your network Clinical Benefit.

11. Where can I find more information about the clinics in case I need a follow-up consultation?

    You can check the QHMS app for details.

1. Terms and conditions set by QHMS and Bupa apply to the video consultation services. Please refer to the below and the QHMS app for details.
2. Bupa is not the developer, controller or operator of the QHMS app. The use of the QHMS app is subject to the terms and conditions set out by QHMS (which may be amended from time to time).
3. The delivery of medication, sick leave certificate and referral letter (if applicable) is subject to payment of a HK$80 basic delivery charge. For deliveries to certain locations (including Tung Chung, Repulse Bay, Sai Kung, Kwai Chung Container Terminal, etc.), an additional delivery charge of HK$120 will apply. You'll be informed of the delivery charge before your video consultation.
4. You should choose a general practitioner or Chinese medicine practitioner within your clinical network according to your plan's coverage. Only video consultations that are provided by the selected network general practitioners and Chinese medicine practitioners are eligible to be covered. Please log in to Bupa's customer service portal to view the doctors list within your clinical network.