- What is mWell PH?mWell PH, a fully owned subsidiary of Metro Pacific Investments Corporation, is a fully integrated health app committed toproviding quality healthcare. It’s the fastest- growing health app in the Philippines supported by partner-doctors from top hospitals and clinics. Itoffers online doctor consultation—both for on-call teleconsultation and by appointmentmWellhas recently won Best Initiative in Technological Innovation in The Asset ESG Corporate Awards, one of the world’s leading and longest-running honors in the environmental, social, and corporate governance (ESG) space.
- What are the product features of mWell PH?mWell is designed to empower you to take control of your health and wellness so you feel better and live better every day. We provide the following:
- 24/7 online consultations with our doctors on call.
- By appointmentonline consultations with our primary care and specialized doctors.
- The mWellness score – a free health tracker that monitors your physical health by measuring your step count, physical activity, sedentary behavior, and sleep.
- How do I set-up an account?To set up an account:
- Download the mWell PH app through Google Play Store (for Android users) or on the Apple Store (for iOS users)
- Register with your email address, or log in directly with your Facebook ID, Google ID or Apple ID.
- Enter your Full Name, Birthdate, Gender, and Age.
- Anyone who is 18 years old and above can create an account.
- How can I retrieve my account if I forgot my email address or my password?Unfortunately, we cannot recover your email address for you. We are working on adding a self-service email recovery feature.To recover your password, go to the email login screen and click “Forgot Password”. Enter your registered email address and wait for the email with the link to reset your password
- Who handles online consultations?Medical consultations are performed by licensed doctors from a range of specializations. You can check their credentials by clicking the “Specialists” icon on the Home tab of the mWell PH app. You can also view the doctor’s profile when scheduling a telemedicine consultation.
- How do I schedule an online consultation?
- Click on the “Consult Now” or “Consult Later” icon on the “Home” tab.
- Select your preferred doctor and schedule for the consultation.
- Type in your personal information, the reason for the consultation.
- Select your payment method and confirm your appointment by entering your payment details and click on “Pay Now”.
- Once the payment process is done, you will receive a confirmation email for your consultation.
- How do I enter my online consultation?
- Click on the “Consult Now” or “Consult Later” icon on the “Home” tab
- You can see your upcoming appointments on the “Appointment” tab.
- You may enter the consultation room 15 minutes before the scheduled appointment.
- Please allow 10 minutes from the time of appointment for your doctor to come in. You will be refunded fully of your payment should the doctor fail to come in within the grace period.
- You will be given a 10-minute grace period to come in from your appointment time. Should you fail to come in within the allowable period, you will be charged 100% for the missed consultation.
- Click “Join” to start your online consultation.
- Can I reschedule or cancel my appointments?
- You may reschedule or cancel your consultation at least six (6) hours before the appointment without any charges.
- Charges will apply for cancellations and rescheduling done below 6 hours from your appointment time.
- To reschedule your appointment:
- Click on the “Appointment” tab.
- Click the “Upcoming” tab on the Appointment page to view your upcoming appointments.
- Click Reschedule and select a new date and time.
- To cancel your appointment:
- Click on the “Appointment” tab.
- Click the “Upcoming” tab on the Appointment page to view your upcoming appointments.
- Click Cancel and provide the reason for cancellation.
- How do I get a follow-up consultation with the same doctor?
- To check the name of the doctor you previously consulted with:
- Click on the “Appointment” tab.
- Click the “Completed” tab on the Appointment page to view your appointment
- Click on the Doctor Card.
- Select your preferred doctor and timeslot for the follow-up consultation
- Indicate that the new appointment is a follow-up consultation on the “What are the reasons for the visit?” section
- How do I pay for the consultation?
- We accept payments via Debit/Credit Card or PayMaya. The app also securely saves yourpayment method. When booking an online consultation, you can click on the default payment method on the lower left of the screen to add or choose a different payment method.
- Can I get a refund for my online consultation?
- You are entitled to a refund if you meet any of the following circumstances:
- You are entitled to 100% refund if you cancel your appointment 6 hours or more before your appointment; 50% refund if you cancel your appointment more than 1 hour but less than 6 hours from your appointment. For more information, please refer to table below.
- The healthcare provider canceled the appointment.
- The healthcare provider failed to enter the consultationwithin 10 minutesfrom the time of your scheduled appointment.
- Can my senior citizen discount, persons with disability discount or HMO coverage be applied to the online consultation?We are currently working to integrate these features into our app. Please keep your app updated and stay tuned to our social media accounts for the latest features and services.
- Where can I access my medical certificate, referral letter, e-Prescription and/or e-Laboratory?The app takes note of your activity after each online consultation. To access your consultation records:
- Click on the “Appointment” tab.
- Click the “Completed” tab on the Appointment page to view your completed appointments.
- Select the appointment to view the summary of your consultation, your e-Prescriptions, and any advice from your doctor.
- Your medical certificate, referral letter, and e-Laboratory request will be sent via email after the consultation.
- Can I use the online consultation for emergency cases?No, the use of our service or application is not intended for emergency health cases. If you think you need immediate medical attention, please go to the nearest hospital or emergency room.
- Can I use the online consultation as an alternative for in-person examinations or diagnostic procedures?No, you need to personally visit a clinic or a hospital for consultations that require examinations or diagnostic procedures that can only be performed by an in-person physician.
- Do you have an e-Pharmacy?Our e-Pharmacy for essential over-the-counter and prescription medicines is coming very soon! Please continue to update your app and follow us on our social media profiles for the latest features and updates.
- Where can I view your Terms and Conditions and Data Privacy Policy?You may click on the following links:Terms and ConditionsData Privacy Policy
- I have questions about the app. Who should I get in touch with?You can contact us at support@mwell.com.ph for any inquiries.