Visits & Appointments

The Visits tab covers your visits from start to finish:

• past visits and their summaries
• today’s visit: registering your arrival and following the queue
• after your visit: the summary your clinician sends and the steps they arranged
• appointment requests you send to the clinic
• appointments your clinic offers you
• the check-in before an offered appointment

Visit list and summaries

The Visits screen lists your completed visits, newest first. Each row shows Clinic visit and the date. With no visits yet, it says “No visits recorded”.

Above the list are two cards:

• Today’s visit, only on a day you have an appointment. See Today’s visit.
• Appointment requests (“Request a visit or respond to the clinic”). See Appointment requests.

Opening a visit shows its Visit summary:

• the clinic it came from, for example “From Sunrise Clinic”. If that clinic no longer syncs your record, it says “No longer updated by” and the clinic’s name.
• Diagnosis, or “No diagnosis recorded”
• Medications: name, dose and instructions where available, and when each was prescribed. Or “No medications recorded”.
• Billing: the invoice’s status and total, or “No invoice available”

Nothing here can be edited. If something on a visit looks wrong, message the clinic. Do not try to correct it from the portal.

Today’s visit

On the day of an appointment, the Today’s visit card appears at the top of Visits. Its second line tells you what to do next:

The card shows your earliest appointment of the day (Singapore time) at any connected clinic. Teleconsults are not included. If you open the screen with no appointment today, it says “No appointment today”, with a link to Request an appointment.

Registering your arrival

When you reach the clinic, open Today’s visit. The Register your arrival card shows the clinic and location. You can check in in one of two ways:

• Register my arrival uses your phone’s location. It works when you are within about 300 metres of the clinic, with a little extra allowance for how accurate your phone’s location is.
• Scan or enter the code at the counter instead lets you type a 6-digit code. The code changes every day. Ask at the counter, or look for it on the waiting-room screen: “Checking in on your phone? Enter code … in the patient portal.”

The clinic decides which of these it offers. If it offers neither, the card says “Self check-in is not set up for this clinic yet. Please register at the counter.”

Then confirm your details:

1. Who you are shows your Name, your Appointment time and your Doctor. If you chose the code, enter it under Code from the counter.
2. Under Paying with, choose Pay at the counter, Insurance / MediSave on file, Subsidy scheme or Company / corporate account.
3. Tick “The details above are correct and I have no new allergies or medications to report”.
4. Select Register and get my queue number.

If something goes wrong, the screen tells you:

Following the queue

Once you are registered, Today’s visit becomes a live queue tracker. It refreshes by itself every few seconds while the screen is open, so you do not need to reload it.

• Your queue number, in large type.
• Ahead of you: how many people are before you.
• Estimated wait, for example “About 10–18 min”, or “You’re next”. It is an estimate, not a promise.
• Now serving: the numbers being seen now.

A panel tells you where to go, for example Waiting area: “Please take a seat. We will call you when it is your turn.”

When reception calls you, the screen changes to a banner: It is your turn, with the room to go to, for example “Please proceed to Consult Room 2.”

Below that, a step list shows how far through the visit you are:

1. Registered
2. Consultation
3. Investigations, only if tests or procedures were ordered today
4. Payment and medicines
5. Visit summary

Getting told when it is your turn

While you wait, you can turn on Notify me when it is my turn. When reception calls you, you get a notification in the portal’s bell and a text message (SMS): “It is your turn. Please proceed to” and the room.

Sessions your clinician arranged

If your clinician arranged a guided care session during the visit, it is listed under Sessions your clinician arranged. Select Start, or Continue for one you have begun. It opens in Messages.

After your visit

Your visit summary

When your visit is complete, your clinician may send you a summary. You get a notification, Your visit summary is ready. The clinic may also send a text message. You can also open it from Today’s visit with View your visit summary.

Your visit summary shows who sent it and when, then:

• What we found
• Medicines started, with dose and instructions
• Next steps. A follow-up has a Book link, which opens the appointment request form. A session has a Continue link, which opens it in Messages.
• Billing, where the clinic has recorded it

At the bottom, Ask Medbot about this visit opens Ask Medbot.

This summary is separate from the visit’s entry in the visit list. That entry fills in once the clinic’s record syncs to the portal.

Steps from your visit

At the end of a consultation, the doctor may confirm further steps for you. For about a week after the visit, these show on Home under Steps from your visit, with the service and visit date.

• A step you can do in the portal, such as a guided care session, has a Start button.
• Other steps show their status: To do, In progress, Done or Not needed.

The card disappears once nothing is left to do.

Appointment requests

Appointment requests have their own screen. Select the Appointment requests card on Visits. The Visits tab stays highlighted while you are there.

The screen lists your requests. With none, it says “No appointment requests”.

Making a request

Select New request. The Request an appointment form asks for:

1. Clinic: which connected clinic. This only appears if you have more than one.
2. Location: a location of that clinic. With one clinic, this field is called Clinic.
3. Preferred date
4. Time of day: Morning, Afternoon or Evening
5. Reason for the visit: “Briefly, so the clinic can allow enough time…”

Select Submit request. Only clinics you are actively connected to are offered.

A request is not a booking

Submitting a request does not book an appointment. The form says so: “This is a request, not a confirmed booking. The clinic will respond in the portal.”

Staff review it from the CMS’s Appointments → Booking requests screen. Each request shows where it stands:

Responding to a proposed time

When staff suggest a different time, the request shows “The clinic proposed” and the date and time, with any note from the clinic. Select Accept proposed time or Decline proposed time. Accepting creates the appointment at the clinic. Declining closes the request without one.

Changing an upcoming appointment

A reminder from your care program may include a link to change your appointment. It opens Appointment requests with a card: “Need to change an upcoming appointment?”

• Ask about changing it asks Medbot for you.
• Request a new time opens the request form.

Offers from your clinic

Some services, such as a specialist referral, offer you an appointment instead of waiting for you to ask. Offers appear on Appointment requests under From your clinic.

The clinic tells you about an offer by SMS or WhatsApp. That message only carries a link. The date, time and place are only shown in the portal. Home also shows a card, for example “Sunrise Diabetes Service has offered you an appointment” with an Open button.

If the clinic invited you and you have not confirmed your link to it yet, you see “Confirm your link with” the clinic “to see the appointment it has offered you.” Select Confirm first. Only the patient can do this, not a caregiver.

Answering an offer

The offer shows:

• the service
• the date and time, in Singapore time
• the location and address
• “With” the practitioner’s name “or the team”

Select Confirm this appointment to accept it.

If the date does not suit you, select I cannot make this date. Under Tell us the days that suit you:

1. Choose one or more Days, Mon to Sat.
2. Choose a Time of day: Mornings, Afternoons or Any time.
3. Optionally add a note under Anything else (up to 500 characters).
4. Select Send my preferred days, or Keep the offered date to go back.

Sending your days releases the offered slot. The offer then reads “The clinic is finding another date for you” and repeats the days you chose. You get another message with a link when a new offer is ready.

Once you confirm

The offer shows Confirmed, with a reminder to arrive 15 minutes early and what to bring. It stays on the screen until shortly after the appointment time.

If the service has a pre-visit check-in, a Complete your check-in button appears. Once you have sent it, the offer shows “Check-in sent to your care team”.

If something goes wrong

Pre-visit check-in

Before a confirmed appointment, some services ask how you have been, so your doctor can read your answers before the visit. Open it with Complete your check-in on the confirmed offer, or from the card on Home: “Tell your doctor how you have been before your visit”.

The Before your visit screen has five short questions. It takes about two minutes. Today the questions are written for diabetes care:

1. How you have been feeling since your referral
2. Any low sugar episodes in the last two weeks
3. Your lowest and highest fasting readings this week, if you have them (optional, numbers between 1 and 35 mmol/L)
4. Whether you are taking your medicines as prescribed
5. Anything else you want the doctor to know (optional)

A note on the screen reminds you that this is a quick check, not a diagnosis. If you feel unwell now, call the emergency number shown or go to the nearest emergency department.

Select Send to my care team. You see “Thank you, your answers were sent”. Your doctor reads them before the visit.

If you have not answered, you get a reminder message about 3 days before the visit, and another about 2 days before. Its link opens Appointment requests. If you still have not answered a day before the visit, clinic staff are asked to contact you by phone. You can still answer in the portal until the visit.

If an answer is not accepted, the screen tells you why:

• “Please answer the three questions with choices.”
• “Readings should be numbers between 1 and 35, like 6.8.”
• “The lowest reading cannot be higher than the highest.”

Caregivers

A caregiver sees the same Visits screens for the person they care for.

Notifications

Visits sends these notifications to the bell on Home:

• It is your turn, if you turned on Notify me when it is my turn
• Your visit summary is ready

For the full list, see Home screen and notifications.