A One-Stop Care for your Health Continuum

Some Of The Most Frequently Asked Questions About Us

About HeyAlly

About HeyAlly

 

HeyAlly is a digital healthcare platform that cares for your health and overall well-being. Centered around you, HeyAlly provides quality and affordable care that echoes your lifestyle and needs.

Healthcare made simple with HeyAlly!

Centered around you, HeyAlly provides quality and affordable care that echoes your lifestyle and needs. Our features include:

·AllyStore – Shop for a wide range of healthcare and wellness services and products such as health screening, vaccination packages and more.
·AllyTele – Video-consult with our registered health professionals and connect from anywhere and have your medication delivered right to you.
·Locator – Easy access to the clinic information, services offered as well as directions on how to get there.
·Appointments – Minimise waiting time as you secure your visits in advance.
·AllyNews – Receive specially curated & reliable health information from nutrition and fitness to the latest health developments.
·PayAlly – Feel safe and secure with PayAlly. Enjoy greater convenience with our secured cashless in-app payment system.

Anyone who is keen to seek better health and wellness.

Simply download HeyAlly App, available in IOS App Store and Google Play Store and sign up for a HeyAlly account. You must be at least 16 years old to sign up for a HeyAlly account. For children below 16 years old, you may create your child profile in your parent’s/guardian’s HeyAlly account under More > My Family.

Tap on Forgot Password found on the login screen. Input your registered email address and you will receive an email to reset your password.

You may delete your account through the HeyAlly app via: “More” > “Settings” > “Delete Account”.

AllyStore

AllyStore

View all the available vouchers by tapping on More > AllyStore. Tap on the voucher you would like to purchase, followed by “Purchase Voucher”, and “Confirm & Pay”. The voucher is successfully purchased!

Be sure to read the Terms and Conditions before purchasing the voucher.

Definitely! You can purchase a voucher for your family member. However, do note that the voucher redemption must be done via your HeyAlly account.

You can view the list of purchased voucher(s) by tapping on More > AllyStore > My Vouchers.

Yes, each voucher has an expiry date printed on the voucher. Be sure to read the Terms and Conditions and redeem your voucher before it expires.

Unfortunately, all vouchers sold are non cancellable or refundable.

Please contact our HeyAlly Hotline at 6664 0263 or write in to us at [email protected], and we will assist you further.

AllyTele

AllyTele

AllyTele is a real-time video consultation with a health professional where you can seek medical advice from the comfort of your home. Medication will be delivered to you on the same day.

AllyTele is NOT suitable for children below 5 years old. Child (between 5 to 16 years old) must be accompanied by an adult (parent/guardian) during the video consultation.

Tele-consultation services by Ally Health are available 24 hours daily, including Public Holidays.

AllyTele connects you via a real time video consultation to health professionals who are licensed to practice medicine in Singapore.

Prior to the consult, the health professional will have to verify your name, NRIC/FIN/passport number that you have provided on registration. Your video consultation will be terminated if the health professional cannot verify your identity.

Subsequently, the health professional will evaluate your symptoms and pre-existing medical condition(s) to determine based on his/her assessment if it is safe to proceed with the telemedicine consultation.

If deemed suitable, the health professional will proceed with diagnosis, prescription and provision of medical certificate and/or referral letter (as appropriate). If the health professional deems that you are unsuitable for telemedicine consultation, the health professional will inform you accordingly and advise you on the appropriate follow-up actions to take.

Video or audio recording of the video consultation is strictly prohibited.

Your video consultation records are available under “AllyTele” > “History”.

We aim to keep the waiting time within 10 minutes from initiating telemedicine consultation to connecting to a health professional. However, this may vary depending on duration of each consultation, and the number of patients in the online queue. Alternatively, you may request for an AllyTele appointment at your preferred timing.

You need to have your NRIC on hand as the health professional may need to verify you for registration purposes.

You could take photographs of your condition where possible (e.g., site of infection, rash appearance, recent medical records, or laboratory test results) and upload them in the pre-consult questionnaire.

The following equipment may be useful to have with you during the consultation:
•Thermometer
•Blood pressure machine
•Glucometer for diabetics
•Weighing scale
•Torchlight

Recording your vital signs prior to telemedicine consultation is highly encouraged.

Our physical GP clinic, AllyHealth is located at AllyHealth is located at Blk 325, Clementi Avenue 5, #01-139 Singapore 120325.

However, AllyHealth is strictly by appointment basis and is only available for follow-up visits after an initial telemedicine consultation through AllyTele.

Conditions suitable for telemedicine consultation via AllyTele include but are not limited to:

Acute conditions:
•Flu / Cough / Sinusitis / Sore Throat
•Rash
•Diarrhoea / Stomach Pain / Vomiting
•Headache / Giddiness

Chronic conditions:
•Hypertension / High Blood Pressure
•Hyperlipidemia / High Chlolesterol
•Diabetes Mellitus
•Hypothyroidism / Hyperthyroidism
•Gout
•Allergic Rhinitis
•Eczema

For symptoms that are not found in the list above, our health professional will make a clinical decision on the suitability for telemedicine consultation based on his/her assessment.

You should consult a health professional in person or contact your local emergency services immediately if your medical condition falls within the scope of conditions that cannot be diagnosed or treated without a physical consultation, including but not limited to:
•Emergency conditions
•Non-minor conditions
•Chronic conditions which have not been previously diagnosed by a health professional; and
•Any conditions deemed during telemedicine consultations to be in need of a physical consultation for further examination, diagnosis and/or treatment.

For symptoms that are not found in the list above, the health professional will make a clinical decision on the suitability for telemedicine consultation based on his/her assessment.

Emergency conditions/symptoms include but are not limited to:
•Chest pain
•Severe shortness of breath
•Convulsions or seizures
•Persistent bleeding or severe wounds
•Severe abdominal pain
•Sudden onset of numbness/weakness or slurred speech
•Suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation, limb weakness etc.

The health professional will advise you on the appropriate follow-up actions for continuity of care. Such actions may include but are not limited to the following:
•Heading to a general practitioner for a physical consultation
•Heading to the nearest Accident & Emergency department
•Providing you with a medical referral letter to see a specialist
•Dialling 995

Definitely! You can consult a health professional of your choice from our pool of health professionals available online.

The AllyTele health professionals are fully registered with the Singapore Medical Council, certified by AllyHealth clinical committee comprising qualified healthcare practitioners with significant experience in primary care, and have undergone rigorous screening and telemedicine consultation training.

You may let our health professional know of your preferred medication. However, the health professional will dispense medications according to his/her clinical judgement and recommend the best course of treatment.

During your telemedicine consultation, all prescribed medications will be shown to you in the AllyTele screen, and you may, at your discretion, determine whether you would like to purchase any or all of the medications prescribed. Please note that cancellation order of medication will not be entertained once confirmation is made.

Currently, the AllyTele health professionals are unable to prescribe and dispense controlled medications that may be subjected to misuse. We seek for your understanding.

No, the prescribed medications are only available for purchase through our AllyTele platform.

Payment for AllyTele will be charged to your VISA / MasterCard payment cards linked to your HeyAlly account only at the end of your telemedicine consultation.

Your medications will be delivered to your preferred address after you confirmed your medications. You must enter the right address and choose your preferred time slot before confirming your purchase.

Please ensure that you are at the indicated address during the chosen timeslot to collect your medications. In order to receive your medication from our delivery partner, you are required to either scan the QR code on the delivery label with your phone or provide our delivery partner with the 5-digit PIN given in AllyTele > History > Consultation Summary > Medication Delivery Status.

In the event that there is a failed authentication or no person collecting, the prescribed medications will be sent back to our clinic. A re-delivery can be arranged with a delivery fee of $20 (excluding GST) and surcharges (if applicable).

Our delivery services will be from 9.00 am to 10.00 pm daily, including public holidays.

Surcharges

Delivery Surcharge:

·        Saturday and Sunday: 12pm – 10pm

·        Public Holidays: 8am – 10pm

$10.00

Location Surcharge
(Sentosa and Secured Areas)

$16.00

Express Surcharge

$20.00

Re-Delivery Surcharge

$20.00

– Kindly note that the surcharges are subject to prevailing GST.
– List of Secured Areas (Not limited to the following secured areas): Airport Cargo Road, Airport Zone, ALPS Ave, Camps, Immigration Checkpoints, Construction Sites, Jurong Island, Jurong Port, PSA Port, SATS, Aerospaces, Shipyard, Supply Bases.

Please contact our HeyAlly Hotline at 6664 0263 or write in to us at [email protected] as soon as possible, and our HeyAlly team will assist you further.

You may assign someone else to collect your medication package on your behalf. Simply tell him/her of the 5-digit PIN so they could provide our delivery partner as part of the verification process.

The 5-digit PIN can be found in AllyTele > History > Consultation Summary > Medication Delivery Status.

Please contact our HeyAlly Hotline at 6664 0263 or write in to us at [email protected] as soon as possible and our HeyAlly team will assist you further. For re-delivery, there will be a delivery fee of $20.00 (excluding GST) and surcharges (if applicable).

Your medication should be packed and fully sealed in a tamper-evident package. Upon receiving your medication package, we encourage you to check and ensure that:
·The name on the package is correct
·The medication package has not been tampered with, defaced or torn
·The medications in the package are those prescribed to you by the health professional

If you have received an incorrect package, or a package that has been tampered with, defaced or torn, do not take the medications and immediately inform us by contacting our HeyAlly Hotline at 6664 0263 or dropping us an email at [email protected].

PayAlly

PayAlly

PayAlly is a secure in-app payment system where you link your Visa / Mastercard payment cards in HeyAlly App. It can be used from making payments at our partner clinics/merchants to purchasing vouchers on HeyAlly App.

Yes, you may. Tap on PayAlly > Payment Methods > Add Card to change or add a payment card.

Definitely! We take confidentiality very seriously. Your personal data and medical records are securely stored.

Locator

Locator

It allows you to access easily to the clinic information, services offered as well as directions on how to get there.

AllyRewards

AllyRewards

HeyAlly rewards you by turning your PayAlly transactions into rewards points which can be used to offset future payments from our wide offerings of services and products.

You will earn AllyRewards points everytime you use PayAlly as your payment mode (including both app-based payments and physical store payments).

For every $1 you spend on Ally Store, you will earn 1 AllyRewards point.

AllyRewards points can be used to offset future payments from our wide offerings of services and products.

Yes, all good things must come to an end. AllyRewards points earned on the same year will expire on 31 December.

Unfortunately, AllyRewards points are non-transferable.

Appointments

Appointments

You can request for an appointment using HeyAlly App or contact the clinic/store directly.

Upon submission of your request via HeyAlly app, the Clinic/Store will contact you via notification/SMS/call to confirm your appointment soonest possible. If you do not receive a confirmation prior to your appointment, please contact the Clinic/Store directly.

To change or cancel an appointment request, please contact the Clinic/Store directly.

Corporate Member

Corporate Member

You can assess AllyTele via either your Corporate App or HeyAlly App:

·Corporate App: Login with your corporate login credentials in Corporate App. Tap on AllyTele to start your telemedicine consultation.

·HeyAlly App: Login with your corporate login credentials in HeyAlly App under Corporate Login. Tap on AllyTele to start your telemedicine consultation.

You can retrieve your medical records and information using either your corporate account or HeyAlly account. If you are no longer under any HeyAlly corporate plan, you can still retrieve your information with your HeyAlly account.

It is mandatory to link your corporate account to a HeyAlly Account.

You can access AllyTele via HeyAlly App (using Corporate Login) or your Corporate App.

AllyTele is NOT suitable for children below 5 years old. For child between 5 to 16 years old, he/she must be accompanied by an adult (parent/guardian) during the video consultation.

Your dependants can assess AllyTele via either your Corporate App or HeyAlly App:

•Corporate App: Login with their corporate login credentials in Corporate App. Tap on AllyTele to start the telemedicine consultation.

•HeyAlly App: Login with their corporate login credentials in HeyAlly App under the Corporate Login. Tap on AllyTele to start the telemedicine consultation.

Before you start AllyTele services, you are required to add your card. This is to facilitate any excess amount not covered by your corporate plan. Rest assured that you won’t be charged if you are entitled for the full medical coverage based on your corporate plan.

To reset your password, simply tap on “Forgot password” on your Corporate App.

Yes, we do. Please contact us at [email protected].

AllyPartner

AllyPartner

Ensure your mobile phone GPS is turned on. Tap on Locator and enter the clinic name in the search bar. The clinic profile will be displayed if it is in our HeyAlly partner clinics.

Ensure your mobile phone GPS is turned on. Tap on Locator > Show All > Sort by Nearest, you will be able to find the nearest clinics within your vicinity.

Sure! You can find their contact details in Locator.

Upon registration, simply flash your e-Card on HeyAlly App to the clinic staff. After your consultation, you must make payment through PayAlly.

Yes, you need to make payment through PayAlly to enjoy the member rate. By using PayAlly, you will also earn AllyRewards points which can be used to offset future payments from our wide offerings of services and products.

Others

Others

Please re-launch the App and ensure your mobile network is connected. If the problem persists, please contact us at 6664 0263 for further assistance.

Please contact our HeyAlly Hotline at 6664 0263 or drop us an email at [email protected]. We would love to hear your feedback and suggestions!

Question Unanswered?