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Membership | Top |
| 1. |
Who can subscribe to NetCare? And do I have to pay any subscription fee? |
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NetCare is a free service provided by the National Healthcare Group (NHG) to everyone, including those who are not current patients of NHG member institutions. |
| 2. |
If my computer crashes, will I have to re-register for the service? If so, will there be a charge? |
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There is no need to re-register for NetCare. Once your computer is repaired, simply sign on to NetCare at www.netcare.com.sg (you have to ensure that your computer is Internet-ready). You can also access NetCare from other computers, as long as they are Internet-capable. |
| 3. |
Can I update my particulars through NetCare? Will you inform the hospital of the change I made? |
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Once you update your personal particulars under 'User Profile' in NetCare, we will inform the NHG institutions accordingly.
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Access To NetCare | Top |
| 1. |
How do I access NetCare? |
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Access to NetCare is via your user id and password, so only you, and those you permit, can see your medical dossier with your personal health information. |
| 2. |
What happens if I forget my userid and/or password? |
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You may inform us by email, with your full name, I/C number and contact number. We will call you to verify your details before we send your user id and password. |
| 3. |
How do I change my user id if I did not during my first log-in? |
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You can inform us by email, with your full name, I/C number and contact number. We will call you to verify your details before we re-set your user id. |
| 4. |
Can I change my password after my first log-in? |
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Yes. You click on Change Password after log-in and key in your new password. |
| 5. |
I received a letter inviting me to log in to NetCare using my date of birth as my password. But I only have year of birth. How do I log in? |
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You may key in 0101xx (where xx are the last 2 digits of your year of birth).
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Medical Dossier | Top |
| 1. |
What is Medical Dossier? |
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Currently, your medical dossier contains information on past visits, past prescriptions, hospital bill details and future appointments. |
| 2. |
Can I view my medical dossier once I've registered with NetCare? |
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Medical dossier is available to Premium Members. If you are already registered, you can upgrade to Premium Membership by filling up and mailing a form to us. Information on how to sign up is available at the site. |
| 3. |
I am registered as a Premium Member but I'm unable to view my medical dossier. Why? |
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Currently, only NUH patients can look up their medical dossiers. We are working with other institutions within NHG to put their patients' medical dossiers online. |
| 4. |
Do I have to pay to upgrade to Premium Membership? |
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There is no charge for upgrade. |
| 5. |
How far back can I trace my medical dossier? |
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The information is based on current available data provided by the institutions. If you have further queries, write to enquiries@netcare.nhg.com.sg.
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| 6. |
Am I able to access my medical dossier at other non-NHG institutions (eg Singapore General Hospital, KK Women's and Children's Hospital) via NetCare? |
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At the moment, the link-up is available only to NHG institutions. |
| 7. |
How do I transfer my medical records from one hospital to another? |
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You should contact the hospital that you wish to transfer out of, for the appropriate advice.
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SMS Interactive | Top |
| 1. |
What is SMS Interactive? |
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The SMS Interactive was developed as another channel for you to get information on NHG using your mobile phone. |
| 2. |
How do I use SMS Interactive? |
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Follow the steps below:
Step 1: Enter the Menu Mode on your mobile phone
Step 2: Select "Messages" or "Mail"
Step 3: Select "Write Messages"
Step 4: Key in the prefixed codes of your desired service and send them to 96300366. Refer to the table below for the list of prefixed codes. |
| 3. |
I am a GP and would like to register for CME using my mobile phone. How do I go about it? |
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For GPs who wish to register for CME, follow the steps below:
1. Enter the Menu Mode on your mobile phone.
2. Select 'Messages' or 'Mail'
3. Select 'Write Messages'
4. Key in the prefixed codes like this - Service Code*Course Code+MCR No+Name
(eg. 801*1351+1234a+John)
| Prefixed Codes |
Information Available |
| 0 |
List of Available Services |
| 100 |
Contact Numbers - Main Menu |
| 100*1 |
Contact Numbers - Alexandra Hospital |
| 100*2 |
Contact Numbers - Institute of Mental Health |
| 100*3 |
Contact Numbers - National Neuroscience Institute |
| 100*4 |
Contact Numbers - National Skin Centre |
| 100*5 |
Contact Numbers - National University Hospital |
| 100*6 |
Contact Numbers - Tan Tock Seng Hospital |
| 100*7 |
Contact Numbers - Ang Mo Kio Polyclinic |
| 100*8 |
Contact Numbers - Bukit Batok Polyclinic |
| 100*9 |
Contact Numbers - Choa Chu Kang Polyclinic |
| 100*10 |
Contact Numbers - Clementi Polyclinic |
| 100*11 |
Contact Numbers - Hougang Polyclinic |
| 100*12 |
Contact Numbers - Jurong Polyclinic |
| 100*13 |
Contact Numbers - Toa Payoh Polyclinic |
| 100*14 |
Contact Numbers - Woodlands Polyclinic |
| 100*15 |
Contact Numbers - Yishun Polyclinic |
| 200 |
Address/Bus/MRT - Main Menu |
| 200*1 |
Address/Bus/MRT - Alexandra Hospital |
| 200*2 |
Address/Bus/MRT - Institute of Mental Health |
| 200*3 |
Address/Bus/MRT - National Neuroscience Institute |
| 200*4 |
Address/Bus/MRT - National Skin Centre |
| 200*5 |
Address/Bus/MRT - National University Hospital |
| 200*6 |
Address/Bus/MRT - Tan Tock Seng Hospital |
| 200*7 |
Address/Bus/MRT - Ang Mo Kio Polyclinic |
| 200*8 |
Address/Bus/MRT - Bukit Batok Polyclinic |
| 200*9 |
Address/Bus/MRT - Choa Chu Kang Polyclinic |
| 200*10 |
Address/Bus/MRT - Clementi Polyclinic |
| 200*11 |
Address/Bus/MRT - Hougang Polyclinic |
| 200*12 |
Address/Bus/MRT - Jurong Polyclinic |
| 200*13 |
Address/Bus/MRT - Toa Payoh Polyclinic |
| 200*14 |
Address/Bus/MRT - Woodlands Polyclinic |
| 200*15 |
Address/Bus/MRT - Yishun Polyclinic |
| 700 |
Body Mass Index Calculator - Main Menu |
700*Height+Weight
eg. 700*1.6+52 |
Body Mass Index Result and Tips. [Height should be in metres and Weight in kilograms] |
| 720 |
Blood Pressure Reading - Main Menu |
720*Systolic+Diastolic
eg. 720*50+80 |
Blood Pressure Reading Result |
| 800 |
CME/Event |
| 801 |
Instructions on how to register for GP CME and Course Codes |
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Proxy Service | Top |
| 1. |
What is proxy service? |
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This service enables you to give permission to your doctor, family member or caregiver to access your medical dossier and to act on your behalf if you do not have Internet access or feel uncomfortable using the Internet. |
| 2. |
How do I sign up for the proxy service? |
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Your consent is required before any personal information can be made available to your proxy. Download a form and send the completed form with the required documents. Refer to the guide below for types of documents required:
| Proxy |
Patient
(less than 21 years) |
Patient
(more than 21 years) |
| GP |
- parent's written consent
- copy of patient's IC or passport and Birth Certificate
- copy of parent's IC
Or consent given online |
- patient's written consent
- copy of patient's IC or passport
Or consent given online |
| Parent |
- parent's written consent
- copy of patient's IC or passport and Birth Certificate
- copy of parent's IC |
- patient's written consent
- copy of patient's IC or passport
- copy of proxy's IC |
| Parent (if patient is adopted)/Legal Guardian |
- parent's written consent
- copy of patient's IC or passport and Birth Certificate
- copy of Adoption Papers/Deed or Court Order on appointment of Legal Guardian |
- patient's written consent
- copy of patient's IC or passport
- copy of proxy's IC |
Spouse (more
than 21 years) |
- parent's written consent
- copy of patient's IC or passport and Birth Certificate
- copy of parent's IC
- copy of proxy's IC |
- patient's written consent
- copy of patient's IC or passport
- copy of proxy's IC |
Son/Daughter
(more than
21 years) |
Not applicable |
- patient's written consent
- copy of patient's IC or passport
- copy of proxy's IC |
Please call Hotline 6471 8989 or write to enquiries@netcare.nhg.com.sg if there are queries.
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Scheduling Appointments | Top |
| 1. |
Can I make, change or cancel my appointment? |
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At this moment, you can request to make, change or cancel your appointment via NetCare. After you submit your request, the respective institution will contact you to confirm your request. |
| 2. |
I don't have a pager or mobile phone. How will I be reminded of my appointments? |
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Your reminder will be sent to the email address that you have specified in your 'User Profile'. Like the reminder sent through pagers or mobile phones, you can specify the number of days in advance you would like to receive your reminder. We also work with Alexandra Hospital, Tan Tock Seng Hospital and National Neuroscience Institute to send appointment reminders via SMS to its patients who have provided their contact numbers to the hospital. |
| 3. |
I'm a NUH patient, but unable to view my future appointment. Why? |
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Only your upcoming appointment at an Outpatient Specialist Clinic will be shown. If you are unable to look up such an appointment, please inform us at enquiries@netcare.nhg.com.sg with the date, time and name of Specialist Clinic of the appointment.
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Medical Report Request | Top |
| 1. |
Can I request for my medical reports through NetCare? |
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At the moment, only NUH patients can request and pay for Ordinary Medical Report and Specialist Medical Report through NetCare.
NUH and TTSH patients (who wish to request for other types of medical reports) and patients of other NHG institutions can download the Consent for Release of Medical Information form at NetCare. After completing the form, mail it together with the appropriate fee to the respective NHG institution.
NHG institutions that provide medical report processing service include:
Alexandra Hospital, Medical Records Office
Tel: 6379 3380 / Fax: 6379 3909
National University Hospital, Medical Records Office
Tel: 6772 5163 / Fax: 6775 1532
Tan Tock Seng Hospital, Health Information Service
Tel: 6357 8448 / Fax: 6357 8449
Institute of Mental Health/Woodbridge Hospital
Tel: 6389 2021, 6389 2022 / Fax: 6385 1054
National Neuroscience Institute
Tan Tock Seng Hospital, Health Information Service
Tel: 6357 8448 / Fax: 6357 8449
National Skin Centre, Medical Records Office
Tel: 6350 8461 / Fax: 6253 3225
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| 2. |
Which medical report can I request from NHG institutions using the consent form? |
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These reports are as follows:
a. Ordinary Medical Report
This report is based on the available medical records. It is a factual record of the patient's medical problem.
b. Specialist Medical Report
This report is prepared in response to requests that require a professional opinion with regards to the patient's prognosis and disabilities. It is based on an actual assessment of the patient and may involve a review at the Specialist Outpatient Clinic.
c. Second Opinion Report
This report is prepared in response to patients seeking a second opinion from another hospital. It is based on an actual assessment of the patient and involves a review at the Specialist Outpatient Clinic. Patients are required to provide the attending specialist with their medical report, if any, from their former specialist.
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| 3. |
How much do I have to pay for my medical report? |
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Fees for the various medical reports at each institution are below:
| Type of Report |
Alexandra Hospital |
Institute of Mental Health/
Woodbridge Hospital |
Tan Tock Seng Hospital/
National Neuroscience Institute |
National Skin Centre |
National University Hospital |
| Ordinary Medical Report |
$75.00 |
- |
$75.00 |
$76.40 |
$75.00 |
| Specialist Report |
$150.00 |
$150.00-$400.00 (regardless of new or known case) |
$150.00 |
$152.90 |
$150.00 |
| 2nd Opinion Report |
$250.00 |
- |
$250.00 |
$250.00 + GST |
$250.00 |
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| 4. |
How do I attach the appropriate fee with the completed consent form? |
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Please make a cheque payable to the institution, in the following manner:
Alexandra Hospital
payable to:Alexandra Hospital
send to:
Medical Records Office, Alexandra Hospital
378 Alexandra Road Singapore 159964
National University Hospital
payable to: National University Hospital (S) Pte Ltd
send to:
Medical Records Office, National University Hospital
5 Lower Kent Ridge Road Singapore 119074
Tan Tock Seng Hospital / National Neuroscience Institute
payable to: Tan Tock Seng Hospital Pte Ltd
send to:
Health Information Service, Tan Tock Seng Hospital
11 Jalan Tan Tock Seng, Singapore 308433
Institute of Mental Health / Woodbridge Hospital
payable to: Institute of Mental Health
send to:
Medical Records Office
Institute of Mental Health/Woodbrdige Hospital
10 Buangkok View Singapore 539747
National Skin Centre
payable to: National Skin Centre
send to
Medical Records Office, National Skin Centre
1 Mandalay Road Singapore 308205
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| 5. |
In what circumstances do I use the Consent Form for Estate Claims to request for Medical Report ? |
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Under the following circumstances, the Consent Form for Estate Claims is used when medical information of a deceased or mentally incompetent patient is required :
1. Patient's spouse is deceased or is divorced.
2. No administrator of the deceased estate has been appointed by court.
3. Patient has many children and one of them has requested for medical information.
For more information, please contact the respective institutions.
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Technical Configuration | Top |
| 1. |
What should be the minimum system configuration to access NetCare? |
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We recommend : Internet Explorer 5 or higher OR Netscape 6
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Security | Top |
| 1. |
How can I be sure that no one else can access my medical records as there is so much news about web site hacking nowadays? |
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We have implemented industry standard safeguards to ensure security. All information is also protected by encryption during transmission by using SSL (Secured Sockets Layer) technology. Furthermore, your consent is sought before any information can be made available to others, including your GP or Polyclinic doctor. You can play your part by ensuring that the User ID and Password issued to you are kept confidential and not disclosed to anyone else.
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| 2. |
How secure is credit card payment? |
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Credit card payment is safe as all card details are encrypted during transmission, and the details are stored in a secure area.
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Privacy | Top |
| 1. |
I received a mailer which says that I will be able to look up my own health information. How did NetCare obtain my personal details? |
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The NetCare portal was set up to enhance the care provided by the National Healthcare Group, by offering patients access to personal medical information like past and upcoming appointments, prescriptions, hospital bills, etc. Your personal information is provided by the institutions within the group so that we can invite you to subscribe to NetCare.
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| 2. |
I'm concerned whether the sharing of my health record infringes on my privacy as a patient. Please clarify. |
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Your own information is made available to you only. No other person will have access to your data, unless you explicitly allow it.
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| 3. |
How do you use my personal information? Do you disclose them to third parties? |
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We only use your personal information to inform you of, and invite you to use NetCare. We will not disclose your personal information to parties external to the group.
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Buying Products Online | Top |
| 1. |
When can I expect to get my products after I've made a purchase from NetCare? |
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It will take about 2 working days before your products are delivered to you, and we will contact you to confirm the delivery time and date.
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Online Consultation and Prescription | Top |
| 1. |
Can I consult a doctor via NetCare? |
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This service is currently not available in NetCare.
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| 2. |
Can I request for a prescription via NetCare? |
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Patients are advised to seek medical consultation from their attending doctors, who will prescribe the appropriate medication after doing the required tests.
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| 3. |
Can I request for my prescription refill via NetCare? |
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This service is currently not available in NetCare.
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Information for International Patients | Top |
| 1. |
Will I be able to register with NetCare? |
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Yes.
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| 2. |
Can I make payment by credit card? |
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Yes.
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| 3. |
Can I buy products from NetCare? |
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Yes, but at the moment, products are delivered to Singapore addresses only.
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| 4. |
Can I be reminded of my appointments? |
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Yes, a reminder will be sent to the email address that you have specified in your 'User Profile' in NetCare. Please note that we are unable to send reminders to overseas registered mobile phones and pagers.
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Others | Top |
| 1. |
What is the National Healthcare Group (NHG)? |
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Incorporated in 2000, the National Healthcare Group (NHG) is a leading public sector healthcare service provider, managing a consortium of hospitals, national speciality centres, speciality institutes, a network of polyclinics, and business divisions. NHG's member institutions include Alexandra Hospital, National University Hospital, Tan Tock Seng Hospital, Institute of Mental Health/Woodbridge Hospital, Johns Hopkins-NUH International Medical Centre, National Neuroscience Institute, National Skin Centre, The Cancer Institute, The Eye Institute, The Heart Institute, NHG Polyclinics, NHG Diagnostics, NHG Pharmacy, NetCare Internet Services.
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