App FAQ
Getting Started
Begin by downloading our Good Doctor app. It’s a quick process where you’ll need your phone number, and if you’re using GrabHealth, they’ll sync up automatically!
Change your personal data by clicking Edit on your Profile Page in the top right corner of the screen.
Easily link your insurance in our app under the Insurance and Company Benefits section. Just follow the on-screen instructions to connect and enjoy your benefits. Click here for a How To Guide for linking insurance inside the app or follow these easy steps:
- Open the Good Doctor application. Click on Corporate User.
- Register your mobile phone number and check the boxes in the Terms & Conditions and Privacy Policy, then click Next.
- Enter the OTP (One-Time Password) sent via WhatsApp/SMS, then click Submit.
- Next, click on Link Insurance.
- Enter your insurance card number and complete all the required information, then click Next.
- Congratulations! Your insurance has been successfully linked.
You can now start your consultation by clicking Continue to Homepage.
Using Our Services
A consultation with a doctor is an online health consultation service. This service makes it easy for you to ask doctors about disease, health, medicine and the medical world. You can choose how to communicate with the doctor with the doctor’s personal chat feature. In each doctor’s profile you can see the doctor’s experience, specialization, and more details. Doctors registered with Good Doctor are selected doctors who have been medically certified to practice medicine in Indonesia.
Tap on “Consultation” and choose your GP (General Practitioner) or specialist. It’s like having a doctor in your pocket, ready whenever you need advice but remember, it’s not for emergencies.
You can view each doctor’s profile when you want to schedule a consultation with them in the application. Here’s how:
- Open Good Doctor App, Select Chat with GP for a General Practitioner or Choose Specialist for a Specialist Doctor, or choose “Consultation” in the bottom menu
- Please choose the specialist doctor you would like to consult.
- You can choose a doctor available in the respective specialist category.
- You can view the doctor’s profile and reviews by clicking on the doctor’s profile picture.
The Good Doctor app will automatically direct you to buy medicine at the nearest pharmacy to your location. You don’t need to worry about choosing a pharmacy in a further location.
Click “Chat Now” with any other doctor’s profile. To consult with another doctor, please complete your current consultation first. Check the list of available doctors by clicking on ‘Consult’ and then click ‘Chat Now’ on any doctor’s profile.
No. We’re sorry, but all Good Doctor consults are conducted in a one-on-one environment with our team of Telehealth specialists. If your case requires a consultation with another doctor, simply select another doctor from the list or ask for an offline referral.
If you want to review your conversations during consultations, all consultation histories with your doctor will be automatically saved in the Activity menu.
Yes you can! The Good doctor app supports multiple profiles so you can keep your medical history secure at all times. Add your spouse, children or even friends. Remember, you will need to link their insurance separately if you want to pay using their benefits.
You can add additional profiles by following these steps:
- Click on your Profile page in the bottom right corner.
- Then click on Add New Profile.
- Fill in and complete the personal information for the profile you want to add.
- If the data is correct and complete, click Save.
All Good Doctor consults are conducted on our app by our team of telehealth specialists. If you or your doctor feel that an offline consultation is required, we can help to refer you to our panel of 4,000+ hospitals, clinics and labs across Indonesia.
Currently, we do not provide doctor consultation services via video call. Our chat-based consults allow you to share photos and images to help our Telehealth experts make a diagnosis. If you or the doctor feel that you need a physical consultation, we can help you to book an appointment at one of our many 4,000+ hospitals, clinics and labs across Indonesia.
No. Unfortunately, at this time you cannot use the Good Doctor outside of Indonesia due to regulatory restrictions although this may change in the future. Stay tuned.
Referral letter for Offline Medical Treatment
If necessary, the doctor will provide medical advice to undergo laboratory tests and/or consult with an offline specialist during the consultation.
Afterward, you will be given instructions regarding offline booking or the lab tests. Our team will assist you through WhatsApp chat during the booking process.
Make a Medical Appointment
Making an appointment with a doctor is a service for making consultation appointments with doctors at hospitals registered with Good Doctor. This service aims to make it easier and save patients time in making consultation appointments without having to come to the hospital. By using the Doctor’s Appointment service, patients can go directly to the administration section of the designated polyclinic when they arrive at the hospital.
- Open the Grab application and select the Grab Health menu.
- Select the Make a Medical Appointment menu
- Select Hospital or Clinic
- Choose a polyclinic according to the disease you are complaining about
- Choose the doctor according to your wishes
- Select the doctor’s schedule, time & hours according to what is stated in the application
- Enter the data listed such as the patient’s name, cell phone number, email address and KTP number
- Click Continue
- Standby for confirmation from Good Doctor regarding the appointment that has been made
- You will also get an SMS or WhatsApp details of the appointment with the doctor which has been confirmed by the hospital.
Users simply wait for SMS/WhatsApp confirmation which will be sent on the D-day by the Good Doctor team.
When making an appointment, you can add family members whose consultation you want to make with a doctor at a hospital registered with Good Doctor.
After you have made an appointment, the Good Doctor team will confirm it on the registered number.
You can still make an appointment with a doctor even if you already have a previous medical record number.
Our network of healthcare facilities accept all major payment methods including:
- Cash
- Covered by the Company
- Covered by Insurance
- BPJS (Depends on the Hospital that has received BPJS)
Prescriptions
Did your doctor give you a prescription? Redeem it directly through our Health Mall, and browse through an array of health, beauty, and wellness products. It’s like a pharmacy at your fingertips.
After your Good Doctor consultation ends you have 24 hours to redeem your prescription.
No. We are sorry, but for now, you cannot add other products after placing an order.
Yes. You can purchase medicine on the Health Mall with a doctor’s prescription obtained from the hospital by directly searching for the name of the medicine on the prescription in the Search column. Please note that if the medicine you want to buy is prescription-only, you will be asked to upload the prescription before making the purchase.
You can check the delivery status of your order by accessing the Activity menu at the bottom of the homepage, then click on the Health Mall tab to view all purchase and order delivery statuses.
Yes. You can cancel an order as long as the pharmacy has not confirmed an order. However, you cannot add other products after placing an order.
The Health Mall can be accessed either in Good Doctor or GrabHealth by accessing the Health Mall menu at the bottom. After accessing Health Mall, you can search for medicine or other health products based on the product name or symptoms. Once you find the product you want to buy, click Add to Cart and set the quantity you want to purchase. You can proceed to buy the product by selecting the payment method or adding other products either in the same health store or in different stores.
Payment and Insurance
No. Sorry, the cash payment method (COD) is not yet available for medicine delivery services.
If your employer or insurer is a Good Doctor partner, many of your consults and prescriptions will be completely cashless and simply deducted from your benefits.
You can also pay directly for services on the Good Doctor app or GrabHealth. We accept all major payment methods including: :
OVO, Virtual Account Transfer, bank transfer credit card. Simple and secure.
You can consult and redeem medication with expenses covered by your insurance, you can Click Here for the instructions or follow these steps:
- Open Good Doctor App, Select Chat with GP for a General Practitioner or Choose Specialist for a Specialist Doctor.
- Please choose the specialist doctor you would like to consult.
- You can choose a doctor available in the respective specialist category.
- You can view the doctor’s profile and reviews. Please click Select Doctor to proceed.
- Choose Myself for self-consultation or Someone Else for consulting on behalf of someone else. Proceed by selecting the Benefit category and click Use.
- Select the insurance benefit you want to use, then click Confirm.
- To determine if your insurance can be used according to the benefits it offers, click on Check Eligibility.
- After the insurance is confirmed, to proceed with the consultation, click Continue to Consultation.
- Make sure the delivery address for the medication is correct, then communicate your symptoms and health concerns.
- Share your health concerns with the doctor. If needed, you can also attach photos. Once the consultation is complete, click End Chat.
- If you receive a prescription, proceed by clicking Check Out.
Please provide a rating based on your experience during the consultation, then click Submit Feedback. Thank you for rating the doctor. Wishing you a speedy recovery.
Data Privacy
We take the privacy of your data very seriously, and in accordance with our Privacy Policy, only your selected doctor(s) and you can view your personal health information, for the avoidance of doubt, the personal health information we collect is information related to your health and is not considered medical records, as regulated in our Privacy Policy. All procedures and security protocols are aligned to consumer and patient data protection regulations enforced by the Indonesian Government.
Support and Assistance
Delivery Services
Currently, medicine & health product delivery at Good Doctor is supported by instant delivery through Grab Express, which can deliver your order within 1 hour. We ensure your orders are safely and swiftly delivered to your doorstep.
For more information on Grab Express package delivery calculation please visit the Grab Express delivery rate FAQ page here.
Yes. Your medication order is covered by insurance.
Merchant
Sellers are required to provide prices that match the descriptions, images, unit sales, and/or other information as specified by the Good Doctor Platform (GDT).
Good Doctor, through the Pharmacy Team, will review the compliance of each pharmaceutical product (medicines, traditional medicines, health supplements, and cosmetics) before being displayed on the GDT Platform. This review includes the product description, photo, price, sales unit, and naming.
Additionally, sellers must ensure that the sale and display of pharmaceutical products comply with the regulations and licensing requirements set by the Indonesian Government.
Sellers must comply with Indonesian regulations on product pricing and are prohibited from manipulating prices. If unreasonable prices are found, Good Doctor has the right to remove the product, moderate the store, or close the store.
Content for non-pharmaceutical product descriptions must comply with government regulations and must not contain elements of SARA (ethnicity, religion, race, and inter-group relations), discrimination, defamation, vulgarity, threats, or advertisements/promotions for platforms outside of Good Doctor.
The sale and display of pharmaceutical products (medicines, medicinal ingredients, traditional medicines, health supplements, and cosmetics) must adhere to the applicable regulations and licensing in Indonesia.
Good Doctor has the right to routinely and fully monitor the content of pharmaceutical products.
If products are found to violate regulations or Good Doctor’s policies, they will be removed from the platform and cannot be sold through the GDT Platform.
Sellers have the right (but are not obligated) to process or cancel orders without confirmation or notification to the Customer.
Sellers agree that products sent to Customers:
– Are not expired.
– Use appropriate pricing.
– Are guaranteed authentic (including pharmaceuticals).
– Match the product listing.
– Do not reduce the quantity as stated on the order detail page.
If a violation occurs, Good Doctor is not responsible for resolving the issue and will only mediate between the Seller and Customer.
Sellers are not allowed to include transaction receipts in the packaging. Sellers must ensure timely delivery and avoid frequent cancellations, as this can harm Customer experience and Good Doctor’s reputation. Good Doctor reserves the right to temporarily deactivate pharmacies with high cancellation rates until a concrete reason is provided.
Good Doctor will pay Sellers under the following conditions:
a. For instant and regular delivery transactions, payments will be made by Good Doctor within 9 to 14 calendar days after the transaction is completed.
b. If the payment date falls on a holiday, the payment will be processed on the next business day.
Transactions paid by Good Doctor are those with ‘Order Completed’ status. If there are transactions with incorrect statuses, Sellers have the right to contact Good Doctor for further investigation.
Sellers agree that this agreement is subject to all applicable taxes, duties, fees, and charges under Indonesian law. Sellers must comply with all applicable regulations and take necessary steps to help Good Doctor claim or verify input tax credits, set-offs, rebates, or refunds related to taxes paid.
Sellers are responsible for paying taxes and contributions as per the applicable laws in Indonesia concerning the amounts payable to Sellers under this agreement.
Sellers need to consider the following for consumable products:
– The expiration date or “consume before” date must be clearly labeled.
– All related products must be packaged or sealed so that Customers can identify evidence of damage or defects.
– Clearly state in the product description the steps the Seller will take to ensure that the product is properly packaged.
Sellers are prohibited from selling products such as cosmetics, anesthetics, or medicines that do not have marketing authorization from BPOM, and other products prohibited by Indonesian regulations.
Sellers are also prohibited from selling products that do not meet standards, such as unclear or heavily watermarked product photos that obscure the product, and those that do not provide clear product details.
Specifically for pharmaceutical products, based on PSEF regulations, Sellers are prohibited from selling products classified as narcotics, psychotropic precursors (reddots products), certain medicines (OOT), erectile dysfunction treatments, abortion injections, injections other than insulin for self-use, and implant medicines requiring healthcare professional assistance.
Sellers must ensure that the products provided, prepared, and sold to Customers are of good quality and safe for consumption, and are obtained through the correct channels according to the regulations applicable in Indonesia.
Sellers must provide the following documents:
a. Owner’s / Responsible Person’s ID Card
b. Personal / Corporate Taxpayer Identification Number (NPWP)
c. Articles of Association along with the Ministry of Law and Human Rights Decree
d. Valid Business License Number corresponding to the store or merchant category
e. Attached business licenses:
– For Pharmacy Operators: Pharmacy Operating License (SIA) & Pharmacist Practice License (SIPA)
– For Medical Device Distributors: Medical Device Distributor License
– For Drugstore Operators: Drugstore License
– For Aesthetic Clinic Operators: Aesthetic Clinic Operational Permit
– For Optical Shop Operators: Optical Business Permit
– For Other Retailers: Trading Business License (SIUP), Company Registration Certificate (TDP) / Business Identification Number (NIB), and/or other permits.
Sellers must maintain the confidentiality of all information related to Good Doctor, its services, products, business affairs, marketing plans, promotions, or other operations disclosed by or on behalf of Good Doctor. Sellers may only use such confidential information to utilize the Services and must not disclose it to third parties or use it for other purposes without prior written consent from Good Doctor.
Good Doctor Sellers must ensure compliance with all necessary licenses required by Indonesian regulations to conduct their business. Sellers are responsible for the risk of failure to obtain relevant licenses and hereby release Good Doctor from any claims or legal actions related to such failure.