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MyHealth360: Frequently Asked Questions

IHH Healthcare’s award-winning mobile app, MyHealth360, empowers our users in Singapore to take control of their healthcare journeys. With this app, users can quickly and conveniently access their medical records, locate clinics, book appointments and manage payments, at the touch of their fingertips. The app also offers personalised health and wellness content to support  their individual needs and goals.

Sign Up and Login

What is the difference between the country I reside in versus the country my care will take place? Why was I asked this when I first opened MyHealth360?

The country where your care will take place enables MyHealth360 to provide you with services available in that country.

How do I start receiving reminders for my appointments made via MyHealth360?

To start receiving reminders for your appointments, you may sign in with your MyHealth360 account and tap on Settings > Marketing Consent, and toggle the necessary options.

How can I share my medical records? 

You may view and download your medical reports through Access Medical Records in the app. These reports may then be shared with others at your discretion.

How is my data shared across IHH Healthcare’s providers?

For inquiries regarding personal data, please review our MyHealth360 Data Privacy Policy. For information regarding medical data usage, please review our Terms and Conditions.

How do I delete my account?

We are sorry to see you go. Please get in touch with us at +65 6812 6499 for us to help you delete your account.

How is MyHealth360 related to IHH Healthcare?

IHH Healthcare is the parent company of:
  • Mount Elizabeth Hospital
  • Mount Elizabeth Novena Hospital
  • Gleneagles Hospital
  • Parkway East Hospital
  • Parkway Shenton Medical Group
  • Parkway Shenton Family Clinics
  • Parkway Laboratory
  • Parkway Radiology

Powered by IHH Healthcare MyHealth360 is a mobile app that gives patients access to their medical records across these facilities through one single platform.

I did not receive an SMS OTP when registering for my account / updating my particulars. What should I do?

You should be able to receive SMSes from MyHealth360 if your telecom provider is based in one of the following countries: Brunei, China, India, Malaysia, the Philippines, Singapore, Turkey, Vietnam, Cambodia, Hong Kong, Indonesia, Laos PDR, Myanmar, or Thailand. We are actively working to expand our reach and hope to include more countries in the future.

In the event that you able to receive SMS OTP but the SMS OTP did not reach you after the second request, a voice OTP option will be made available. Tap on the 'call me with an OTP' option to receive your voice OTP.

Is there an option for email OTP (one-time password) besides SMS OTP during login?

Yes, you have an option to receive an email OTP. Simply tap on Settings>Security and Login >Enable Email OTP>Send verification email and follow the steps required to activate email OTP.

Do I need to log out manually for security reasons?

We recommend users to log out after each session to safeguard account security.

TeleConsultation

Can I use TeleConsultation on my mobile device?

MyHealth360 works on both Apple and Android devices. Currently, it does not support Huawei and Oppo models, but our team is working to address this. Ensure your iOS device is running version 14 or above, and Android users should have version 12 or higher.

The TeleConsult call was prematurely terminated due to a bad network connection. How do I get reconnected?

The doctor will attempt to contact you either through SMS or your email. Should this not be possible, the session may be rescheduled with no additional charges or fees incurred.

Where and when can I retrieve my TeleConsult receipt, referral letter, or e-MC after the TeleConsultation?

After payment is made for your TeleConsultation, you will be notified via SMS and MyHealth360 app push notifications to view your TeleConsult summary. The summary may consist of receipts, doctor’s memos and/or referral letters and e-MCs. Alternatively, you may tap on “Medical Records” to access the TeleConsult summary at any time.

Are e-MCs only available with TeleConsultation?

e-MCs are available on the app for both walk-in clinic visits at Parkway Shenton as well as TeleConsultations via the MyHealth360 mobile app.

How will my dependents and my personal MyHealth360 accounts be affected if my dependents create individual MyHealth360 accounts?

When you add a dependent to your account, all TeleConsult sessions for your dependent will be recorded under your account. You will have access to your dependents' TeleConsultation records in your MyHealth360 account. Should your dependents create their individual MyHealth360 account, all TeleConsult sessions completed under their respective personal accounts will only be available there.

How do I pay for a TeleConsult?

After your TeleConsult video session ends, you will be notified through an SMS, or push notification to make payment. Please follow the instructions on the SMS and the MyHealth360 app push notification.

How are refunds handled?

Refunds are handled on a case to case basis. For services already rendered, there will be no refunds available. For assistance, please contact us at [email protected].

What are the operating hours for TeleConsult

Our TeleConsult services are available from 8:30 AM to 5:30 PM, Monday through Friday, and from 8:30 AM to 12:30 PM on Saturdays. We are closed on Sundays and public holidays.

What conditions are suitable for TeleConsult

Our doctors will evaluate non-emergency conditions such as headaches, coughs, colds, and stable chronic conditions via video TeleConsultation. In an emergency, we strongly advise seeking immediate assistance at the nearest Accident and Emergency (A&E) department.

What do I need to prepare before a TeleConsult?

Please have your NRIC/FIN ready for identity verification. Corporate patients should also have their benefit card available for the consultation.

What is the minimum age for which TeleConsult is suitable?

Patients under the age of 16 must be accompanied by a parent or guardian above the age of 21 years old. Should the doctor deem them unsuitable for TeleConsult, our Clinic Associate will promptly communicate with the patient, recommending a visit to a physical clinic instead. No charges will be applied for such instances.

How do I receive my medical certificate?

After your consultation, an electronic medical certificate (eMC), should doctor give you one, will be sent to your MyHealth360 account. Your consultation summary and payment receipt/invoice will also be accessible within the app.

Is it possible for the patient to decline medication during the TeleConsultation?

Patients should discuss any concerns about prescribed medication with the doctor during the consultation with the doctor. If you choose not to receive or purchase the medication, inform the doctor during the consultation. Once medication is dispatched, there will be no refunds.

What is the cut-off time for medication dispensing?

We aim to deliver your medication on the same day as your TeleConsultation. In case of delays, our Clinic Associate will contact you to arrange an alternative plan.

What are the fees for TeleConsultation?

Teleconsult fee is $22* (inclusive of GST).
*Additional charges such as medications and delivery fees will be reflected in the final bill before you make payment.

If you are holding a corporate benefit card, please check with your Human Resources department for the applicable TeleConsultation corporate rates.

What is the payment process for TeleConsultation?

After the TeleConsultation, you will receive a notification to complete the online payment using a credit or debit card.

How do dependents enjoy the corporate rates (when applicable)?

Employees can add their dependents to their account to enjoy corporate rates.

What should I do if I encounter any issues while using TeleConsultation?

If you face technical issues during the consultation, our Clinic Associate will contact you via call or WhatsApp. You can also reach MyHealth360 Support via WhatsApp at +65 8799 7787 or through the MyHealth360 App. Additionally, you can download the MyHealth360 user guide from our website at MyHealth360 (parkwayshenton.com.sg) for more information.

Appointment Bookings

What are the types of appointments available with MyHealth360?

You can now make appointments via MyHealth360.

For corporate clients, please refer to MyHealth Wallet for your Corporate Program to view panel listings and make bookings.

Available appointments includes:
  • GP services
  • TeleConsultations
  • Health screenings
  • Specialists services
  • Maternity tours

What is the difference between setting reminders in My Health Planner and Booking appointments with Specialists and GP?

My Health Planner functions as a health buddy for preventive healthcare matters such as vaccination and health screening appointments. MyHealth360 offers recommendations on relevant healthcare services tailored to your lifestyle.

Booking an appointment with our Specialists and GP doctors refers to upcoming scheduled appointments you may have with our specialists or general practitioners.

Services and reports

You can now access your medical records from IHH Healthcare directly on MyHealth360.

For Outpatients

Can the information, services and tools (including but not limited to the medical records functionality) made available to me on this app, be treated as medical advice?

No, the information, services and tools made available to you on MyHealth360 are not intended to be used as medical advice, diagnosis or a recommendation regarding starting (or ceasing) a particular treatment plan. It should not be used in an emergency and is not intended as a substitute for any medical professional. Services provided by the third parties, including the Healthcare Service Providers, are independent from the Services of the App and are outside of our control.

Can I access a family member's test results?

No. This feature would be made available in the future. Results for family members (elderly parents or children) will have to be accessed separately using their registered mobile number.

When will my laboratory results be available?

Not all lab results will be available on MyHealth360 mobile app — only selected outpatient results will be included. It will take at least 1 – 14 working days for these results to be available on MyHealth360 after your visit. You will receive a SMS or app push notification once your results are available on MyHealth360. Please consult your doctor to understand your results. If you did not receive your results within 15 working days, please contact your doctor or our call centre at +65 6815 6499 for further assistance.

When will my radiology report be available?

It will take at least 1 – 4 working days for your radiology results to be available on MyHealth360 after your visit. You will receive a SMS or app push notification once your results are available on MyHealth360. Please consult your doctor to understand your report. If you do not receive your report within 5 working days, please contact our call centre at +65 6812 6499 for further assistance.

Why can’t I view results after receiving the push notification?

Please check that your clinic registration information matches your MyHealth360 account registration information. If you require further assistance, Whatsapp our call centre by tapping on the Whatsapp icon or call +65 6812 6499.

Why aren’t all my laboratory results available after logging in?

We are availing laboratory results that are meaningful to patients. For example, cholesterol levels in Lipid Profiles that patients can trend over the app. The laboratory results will be updated in chronological order, with the most recent ones first. Previous laboratory results will be made available in future versions of MyHealth360.


For Inpatients

Can I access my reports while I’m still warded in Parkway hospitals?

For radiology reports:
Yes. Regardless of where you are, if you have registered on MyHealth360, and have elected to receive app push notifications, you will typically receive a MyHealth360’s push notification to access your radiology reports in MyHealth360 around 3-4 working days after your reports are available in MyHealth360. The availability of your radiology report on MyHealth360 is subjected to the readiness of the finalized reports by our radiologists. Radiologist may take some time to finalize a report as certain cases are more complex. Typically, it takes at least 3 working days for your reports to be accessible via MyHealth360. If you do not receive your report via MyHealth360 after 7 working days, please contact our call centre at +65 6812 6499 to inquire about the status of your report.

For Laboratory results:
Do note that for all inpatient laboratory results , i.e., laboratory tests taken when you are warded in any IHH Healthcare Singapore hospitals, will not be accessible via MyHealth360.

Can I access my interim hospital bills while I’m still warded in Parkway hospitals?

No. MyHealth360 will only reflect the final summarised bill after a patient is discharged. Please check with our hospital colleagues should you need to view your interim bills.

MyHealth Wallet

What is MyHealth Wallet?

MyHealth Wallet is a personalized, one-stop mobile application for employees of companies served by Ixchange Pte Ltd (https://www.ixchange.com.sg/). It allows employees to view and monitor their healthcare expenditure, transaction history, and submit claims online. The e-Card and Clinic Locator functions provide easy access to medical care wherever they are.

For more information, please visit https://www.ixchange.com.sg/solutions/digital-tools. Please check with your HR department if your company is served by Ixchange Pte Ltd, and whether you have an account with Ixchange.