Patient Care

Frequently Asked Questions

2024/12/02
General
1. I already have the HealthHub app. Why do I need to download the NUHS App?

With the NUHS App, you could directly access and manage a wide range of healthcare services provided by NUHS. These include TeleConsult, mobile registration, requesting for medical report, viewing your test results in a richer format and more.


2. Is this a free health app? What do I need to set up an account on the app?

Yes, the app is free for use. You will need a Singpass account. Visit https://www.singpass.gov.sg to apply for an account if you do not have one.


3. I can't log in to the app. What to do?

Please try the following:

  1. Reinstall the NUHS App and ensure you have mobile data / WIFI connectivity.
  2. Update your Singpass app.

Should the problem persist, email nuhsapp@nuhs.edu.sg with the following information for us to investigate further:

  • Name (as in NRIC)
  • NRIC number
  • Phone model
  • Phone Operating System version
  • App version (displayed on the login page)
  • Screenshots of error message(s)

4. I can't seem to log in from outside Singapore.

For your security, you are unable to access e-services when overseas.


5. How do I turn on the app notifications?

For better experience, turn on notification to stay up-to-date with your health services at NUHS and more. To enable notification, do the following:

NUHS App

Tap on the profile icon (top right corner) > 'Settings' > turn on 'Enable Push notifications'.

Device

Android
Go to your phone setting > tap 'Apps' > 'NUHS App' > 'Notifications' > turn on notifications.

Apple
Go to your phone setting > select 'NUHS App' > 'Notifications' > turn on 'Allow Notifications'.


6. I changed my particulars (e.g. home address) on the app. Will it be reflected in the medical record?

It is important to keep your particulars updated. Please inform your care provider promptly if your particulars have changed / are incorrect, as the changes made on the app are not reflected on your medical records.


7. I recently converted my citizenship to S-Pass holder / Permanent Resident / Singapore citizen etc. How do I see my past medical records on the app?

You may make a request to your care provider at your next visit. Please remember to bring along the necessary identification documents for verification purposes.

Caregiver Consent
1. Who are eligible for this service?

This service is available to all Singaporeans or Permanent Residents aged 21 years and above.


2. Who can add a child?

To add a child dependent, child must be under 21 years old, currently enrolled in a primary school, secondary school, junior college or centralised institute and fulfil one of the following criteria:

  • Singapore Citizen born in Singapore from 1 January 1996
  • Naturalised Singapore Citizen born from 1 January 1996 (by Sponsoring Parent only)
  • Permanent Resident from 1 January 1996 (by Sponsoring Parent only)

3. What types of personal health and medical records will my designated caregivers have access to?
  1. Immunisation records
  2. Health Screening
  3. Lab Test Results
  4. Discharge Information
  5. Future appointments
  6. Vitals
  7. Medications
  8. Prescription Records

4. I changed my mind in granting access to my caregiver. Can I revoke the access?

Tap on your app profile (top right corner) > 'View dependents' > 'My Caregivers' > select the caregiver in question > 'Revoke'.


5. Is this the same as Lasting Power of Attorney?

No, this does not equate to consenting your caregiver to make any decisions or act on your behalf at any time or in any area such as personal welfare, property etc.

Read more about lasting power of attorney here: https://www.msf.gov.sg/opg/Pages/The-LPA-The-Lasting-Power-of-Attorney.aspx


Appointment
1. I am a new patient. How do I make an appointment via the NUHS App?

As a new NUHS patient, you will be prompted to submit an Appointment Request form. Upon submission, a Contact Centre agent will get back to you as soon as possible.

For urgent / emergency conditions, kindly proceed to the nearest Accident & Emergency department to seek prompt treatment.


2. I cannot find an available slot for a certain service in the polyclinic of my choice on the app. What can I do?

The time slot may have been fully taken up or your doctor might not be available for booking. You may email appointment@nuhs.edu.sg to make a booking and we will contact you as soon as possible.


3. Why am I not allowed to change / cancel a certain appointment?

In order to provide timely care, some appointments and procedures cannot be changed or cancelled. Should you wish to proceed, you may submit an Appointment Request form and we will get back to you as soon as possible.


4. I am unable to make it for my appointment. Can I reschedule / cancel via the app?

You are strongly encouraged to keep to your existing appointment. However, in the event that you cannot, you may reschedule your appointment up to a maximum of 2 times. You can only reschedule your appointment up to 180 days ahead of your original appointment.


5. Can I see my cancelled or previously rescheduled appointments?

Only appointments in the past 12 months are shown on the app.


6. Which appointments are not reflected on the app?

Inpatient, Outpatient Pre-Admission Testing and surgical appointments, such as endoscopy, will not be reflected on the app.


Mobile Registration
1. I have an appointment today, but I don't see the 'Register' button. Why?

The button is available between up to 60 mins (up to 30 mins for some clinics) before your appointment and up to 30 minutes after your appointment. Kindly approach the counter staff if you miss this window period.


2. I have registered via the NUHS App. Can I skip the self-service kiosk?

You may skip the self-service kiosk once you have mobile registered. Tap the 'I Have Arrived' button when you reach the clinic. And then, proceed directly to the waiting area.


3. Can I tap the 'I Have Arrived' button before reaching the clinic?

Please tap the 'I Have Arrived' button only when you reach the clinic to avoid missing your queue.


4. What to do if I don't see the 'I Have Arrived' button on my appointment card?

Please proceed directly to the counter when you arrived at the clinic for further assistance.


5. What to do when I receive a 'failed self-registration' message?

Please proceed directly to the counter when you arrived at the clinic for further assistance.


6. Can I tap the 'I Have Arrived' button after my appointment time?

Please proceed directly to the counter when you arrived at the clinic for further assistance.


7. Does the queue status provide real-time update?

The clinic queue is updated every 5 mins. You may also touch and drag the screen downward to refresh your queue status.


Medication and Prescription
1. What is the difference between 'Medication Refill' and 'Repeat Prescription'?

Medication Refill
Choose this option if your prescription has not expired and you have medication balance. Your request is sent directly to the relevant pharmacy to arrange for delivery / collection of your medication.

Repeat Prescription
Choose this option if your prescription has expired or if you have zero medication balance / insufficient medication to last you through your next appointment. Your request is sent to the clinic for your doctor to review.

In both instances, we may contact you to confirm your request. To avoid delays, please ensure that you choose correctly.


2. What to do if I have received the wrong medication / I did not receive my medication / I would like to cancel my medication order?

Please email the relevant pharmacy below for assistance.

National University Hospital Pharmacies:

Main Building:
r1pharmacy@nuhs.edu.sg

Kent Ridge Wing:
r2pharmacy@nuhs.edu.sg

Medical Centre:
rmpharmacy@nuhs.edu.sg

National University Cancer Institute, Singapore:
CancerApptLine@nuhs.edu.sg

Khoo Teck Puat - National University Children's Medical Institute:
Pharmacy_ktpnucmi@nuhs.edu.sg


Alexandra Pharmacy:
AH_homedelivery@nuhs.edu.sg
Ng Teng Fong General Hospital Pharmacy:
JHCampus_OutpatientPharmacy@nuhs.edu.sg
National University Polyclinics Pharmacy:
feedback@pharmacy.nhg.com.sg
3. Where to find my medication record with NUHS and NHG?

Tap 'Medication' at the bottom navigation bar > 'View Medication Record'

OR

Tap 'Home' at the bottom navigation bar > 'More' under 'Services & Useful Links' > 'Medication' > 'View Medication Record'.

The medication records are for reference only and may not contain the full details of the prescription given to you.


4. Where to find my medication record with SingHealth?

Tap 'Home' at the bottom navigation bar > 'More' under 'Services & Useful Links' > scroll to the screen bottom and tap 'Medication Record' under 'Records from Other Providers'.

The records are for reference only and may not contain the full details of the prescription given to you.


5. Where to find my prescription records?

Tap 'Medication' at the bottom navigation bar > 'Medication Record'

The medication records are for reference only and may not contain the full details of the prescription given to you.


6. I don't think that my prescription records are complete. Why is that so?

The prescription records are for reference only and may not contain the full details of the prescription given to you.

For the avoidance of doubt, please follow the medication guides given directly by your care providers.


7. What to do if my current medications are different from what is displayed on the app?

For the avoidance of doubt, please follow the medication guides given directly by your care providers.


8. Some of my medications are marked with a strikethrough. What does that mean?

Depending on your medical condition, your doctor may discontinue some or all of your existing medication(s) in your prescription record. In such instance, the medication(s) would be marked with a strikethrough. If you have concerns, please consult your care provider.


9. Can I use my prescription records to buy medication at the pharmacy?

No, the prescription record is not a prescription. It is displayed for your reference only.

Medical Report Request
1. Can I request for my dependent's / child's medical report via the app?

You may submit a Medical Report Request for yourself, your children and your dependents. You will need your Singpass login details to do so.

If you are a patient, you or your employer may apply for your Work Injury Compensation report, which will be submitted directly to the Ministry of Manpower (MOM).


2. Which medical reports can I request for?

You may apply for:
- Ordinary Medical Report
- Memo
- Insurance forms
- Investigation
- Lab result
- Discharge summary
- Medical Certificate
- CPF Medical Certificate Form

You may not apply for:
- Clarification report
- Court appointment
- Disability mobility report
- Referral letter
- Lasting Power of Attorney
- Specialist medical report
- Therapy report
- Workman compensation objection report


3. How long does it take for the report to be processed?

Please allow 8 weeks for us to process your request, starting from the date of us receiving the forms (fully completed), or from the date of your medical appointment, whichever is later.

Please allow 7 working days for us to process your request for discharge summary and lab results.


4. Why can't I download my medical report?

Please ensure that you have made payment in order to download your medical report.

Payment

Please visit Bill Payments - NUHS.

Test Results and MC
1. Which test results are shown on the app?

The information displayed on the app is retrieved from selected public hospitals’ records and may not contain the full details provided in the printed lab report. If you are unable to find your test results, please check with your care provider.


2. How do I see test results from SingHealth?

Tap 'Home' at the bottom navigation bar > 'More' under 'Services & Useful Links' > scroll to the screen bottom and tap 'Lab Test Results' under 'Records from Other Providers'

The following test results are available for viewing:
- Haematology
- Bio-Chemistry tests
- Diabetes Mellitus
- Hypertension
- Lipid Disorders
- Nephritis/Nephrosis
- Schizophrenia
- Stroke
- Benign Prostatic Hyperplasia (BPH)
- Epilepsy
- Osteoporosis
- Psoriasis
- Rheumatoid Arthritis


3. How long do I have to wait to see my test results?

Depending on the type of test results you did, some are released for viewing immediately while others require further review by your doctor.


4. Why is there no signature on my Medical Certificate (MC)?

As Medicate Certificates (MCs) issued by NUHS are electronically generated and securely transmitted through the NUHS App, the doctor's signature is represented by their name accompanied by their MCR number in digital format.


5. My medical certificate is incorrect or incomplete. What should I do?

Please inform your care provider to rectify.

Health Summary (Allergies & Health Issues)
1. Are all my allergies shown on the app?

All your drug allergies in our medical record system, save for food allergies, are reflected on the app. Please alert your doctor if you spot any discrepancies.


2. Are all my health issues shown on the app?

All your health issues in our medical record system are reflected on the app. Please alert your doctor if you spot any discrepancies.

Immunisation Records
1. Which immunisation records can I find on the app?

Immunisation records from the National Immunisation Registry (NIR) and National Electronic Health Record (NEHR) are shown on the app.

Note:
Adult immunisation (From 18 years old)
Only immunisation records maintained by NEHR from 2018 are shown.

Child immunisation (Up to 18 years old)
Only records for children born on or after 1 Jan 1996 are shown.

COVID-19
To view your COVID-19 immunisation records, tap 'Home' > 'More' under 'Services & Useful Links' > 'COVID-19 Records'.

In-App TeleConsult
1. I am not in Singapore. Can I still do TeleConsult?

Yes, you may. However, do note that we only deliver medication within Singapore.


2. How do I know what medication has been prescribed to me?

You can view and order your prescribed medication by tapping on the pill icon at the bottom navigation bar or by tapping 'Medication' under 'Services & Useful Links'.


3. Where can I find my Medical Certificate (MC) after TeleConsult?

Tap 'Test Results & MC' to view your digital MC. Your medical certificate will be made available via email (e-MC), direct pick-up or registered mail.


4. How can I make payment for my TeleConsult and medication?

You will receive a push notification to pay your bill.

Alternatively, you can tap the '$' icon at the bottom navigation bar or tap 'Payment' under 'Services & Useful Links' to pay your bill.

1E Kent Ridge Road, NUHS Tower Block, Singapore 119228
Last updated on 2 Dec 2024
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National University Health System
  • National University Hospital
  • Ng Teng Fong General Hospital
  • Alexandra Hospital
  • Jurong Community Hospital
  • National University Polyclinics
  • Jurong Medical Centre
  • National University Cancer Institute, Singapore
  • National University Heart Centre, Singapore
  • National University Centre for Oral Health, Singapore
  • NUHS Diagnostics
  • NUHS Pharmacy
  • Yong Loo Lin School of Medicine
  • Faculty of Dentistry
  • Saw Swee Hock School of Public Health