FAQs

WHAT IS TELEHEALTH?
Telehealth involves the use of telecommunications and virtual technology to deliver healthcare outside of traditional healthcare facilities.
WHAT IS KITIKA?
Kitika is a Philippine registered Mobile Health Services company engaged in providing real-time primary medical consultations with a doctor, through the use of telecommunications and a comprehensive digital platform, connecting people to a doctor from wherever they are, whenever they need it.
WHAT ARE THE PRODUCT FEATURES OF KITIKA?
  • Unlimited medical consultations with licensed Filipino doctors and nurses.
  • 24/7 access to medical professionals through our website and mobile application.
  • Treatment plan
  • E-Prescription
  • E-Laboratory Request
  • Medical Certification (provided with Doctor’s discretion)
  • Access to Medicine Delivery 
WHAT IS A TREATMENT PLAN?
Kitika’s Treatment Plan is a comprehensive description and the complete details of the patient’s consultation, which is saved to the Patient Dashboard, and sent to the patient’s registered email upon completion of the consultation.
HOW TO AVAIL KITIKA’S MEDICAL SERVICES?
To avail 24/7 medical consultations, all you need is to subscribe to the plan of your choice.
WHAT ARE THE SUBSCRIPTION PLANS AVAILABLE?
Kitika offers flexible and affordable Retail plans. Listed below are the different types of plans for you and your family.
WHO CAN SUBSCRIBE TO KITIKA’S SUBSCRIPTION PLANS?
Anyone 18 years of age and above may subscribe to any of Kitika’s Subscription Plans as a Primary Account Holder (Family Manager if subscribed to a Family Plan)
WHAT IS A FAMILY MANAGER?
The Family Manager is the Primary Account Holder who purchased the subscription.
WHAT IS THE DIFFERENCE BETWEEN A FAMILY MEMBER AND A DEPENDENT?
Family Members are subscribers linked to the subscription of the Family Manager, who is 18 years old and above, and can consult the Kitika doctor on their own. The Family Member must have his own email address in order to be activated as such.

Dependents are typically minors and the elderly, who do not have access to their own email address and would require assistance from the Family Manager to consult Kitika’s Doctors on their behalf. All subscribers under the age of 18, that are linked to the subscription of the Family Manager, can only be assigned as a Dependent and not a Family Member.

WILL DEPENDENTS RECEIVE A COPY OF THEIR TREATMENT PLAN AND OTHER ELECTRONIC DOCUMENTS AFTER THE CONSULTATION?
Yes, Treatment Plans and other medical documents will be saved to the Dependent’s Patient Dashboard, and sent to the email address of the Family Manager.
CAN YOU UPGRADE YOUR PLAN WITHIN DURATION OF YOUR CURRENT SUBSCRIPTION?
Yes, Kitika allows you to upgrade your current subscription to a more premium subscription even if you’re currently subscribed. This would entail a prorated fee of the plan that you have selected to upgrade to, depending on how many months are left from your current subscription.
CAN I ADD SLOTS TO MY EXISTING SUBSCRIPTION TO ACCOMMODATE MORE FAMILY MEMBERS?
Yes, you can add slots which will incur fees, depending on your current Subscription Plan.
DOES KITIKA OFFER CORPORATE RATES?
Kitika’s goal is to reach out and provide their revolutionary healthcare service to as many people as possible. With this, Kitika opens its doors for discussion with Corporate Offices who are interested in providing Kitika’s solution as an HR benefit to its employees. Interested Corporate Offices may send an email to [email protected] for Corporate inquiries.
HOW TO SUBSCRIBE FOR A KITIKA ACCOUNT?
You can subscribe through our website or through the Kitika Mobile Application.

For the Website:
Go to www.kitika.com
Create an account by clicking the “Sign-up” button on the upper right corner.
Provide the necessary information.
Click the “SUBSCRIBE” button and select the plan of your choice.

For the Kitika Mobile Application:
Download the app here:
For Apple Users: https://apple.co/2TYyGFB (temporarily unavailable)
For Android Users: https://bit.ly/2TWvkTE
Click the “Create an account” button at the bottom of the screen.
Provide the necessary information.
Click the “SUBSCRIBE” button and select the plan of your choice.

WHAT ARE THE PAYMENT METHODS?
We accept payments via the following channels:

  • PayPal
  • LYKA
  • BDO Online Transfer
  • GCASH
  • PayMaya
HOW TO CONSULT A DOCTOR?
To consult a doctor, log-in to your account via the Kitika website or Mobile App. Select your preferred method of communication:

  • Chat – Allows you chat with our doctor should you prefer a non-voice, non-face-to-face consultation
  • Call – Talk to a doctor through our hotline at (02) 8802-5555
  • Callback Request – Want us to call you instead? Use the Callback Request feature and our medical team will be in touch with you through the channel of your choice:
    • Phone call to your landline or mobile number
    • Viber Call
    • Viber Video Call
ARE E-PRESCRIPTIONS ACCEPTED IN PHARMACIES?
Yes, our E-Prescriptions are accepted by presenting the E-prescription from your phone. However, some pharmacies may require you to present a printed copy.

KITIKA SPECIALIST CONSULTATION

What are the features when consulting with a Specialist?
With BridgeMD, virtual medical consultations are made easy with the following features:

  • Patient’s Dashboard
  • Automated Appointment Scheduling
  • Search & Filter Feature
  • Consultation Records
  • In-web Video Conferencing
  • E-prescriptions
  • Lab Requests
  • Medical Certification
  • Access to Medicine Delivery
  • Payment Gateways

APPOINTMENT SCHEDULING

How can I schedule an appointment with a Specialist?
Here are the steps on how to book an appointment:

  • Create an account on our website, https://myaccount.kitika.com/registration.
  • After registering, update your profile information and medical history. We recommend that you upload a profile photo. This will help the doctors in verifying your identification.
  • Click on the “Consult a Specialist” button underneath your profile photo.
  • You may find your preferred Specialist by utilizing the search and filter feature:
  • Type in the Doctor’s Name
  • Select a specialization
  • Click the “Search” button. You will see a list of doctors on the right side of your screen who matched your search criteria.
  • Select your preferred Specialist Doctor and click on the “View Details” button.
  • Tick the “Schedule Appointment” box and choose your desired date of consultation.
  • Click the “Submit” button.
  • A pop-up display will appear informing you that a professional fee will be charged to your account. Kindly note that Upon payment, the scheduled appointment is considered final. Cancellation of confirmed appointments is non-refundable.
  • Click the “Proceed” button.
  • You will be directed to the payments tab. Settle the payment by selecting your preferred payment option from the drop down menu.
  • Follow the instructions stated on the payment confirmation.
  • Once paid, you will be redirected to the “Appointment Tab”. You will see here your booked appointment/s.

CONSULTATION PROCESS

How do I begin the consultation with my chosen Specialist?
To begin the consultation, follow these steps:

  • On the date of your appointment, click the “Consult” button to notify the doctor that you are ready to take the appointment.
  • Your chosen Specialist will be in touch with you shortly to begin the consultation.
How will I know if the doctor is online?
In the “List of Doctors” panel, you will see a GREEN circle below the doctor’s profile photo. This means that the doctor is online.
How will I know if the doctor is online?
In the “List of Doctors” panel, you will see a GREEN circle below the doctor’s profile photo. This means that the doctor is online.
What can I expect during the online consultation?
Virtual consultations are somehow similar to the clinic set-up. However, the consultations are done online.

You will be asked to fill-in your personal information and medical history when you register an account with Kitika. This information will help doctors to know more about you and your health condition. Please note that all your information will be kept confidential.

The Specialist Doctor will conduct an assessment by asking you relevant questions pertaining to your health. Once done, the doctor will provide you with a Treatment Plan, E-prescription, Lab Requests and Medical Certificate if deemed necessary. All these will be sent to the registered email and will be accessible on your account profile.

Where can I see my consultation records?
You may access your consultation records by logging into your profile. Click on the “Consultations” tab on the left side of your screen. You will see here all your consultation history.
Can I contact a Specialist Doctor for life-threatening or emergency cases?
For emergency cases, please proceed to the nearest hospital facility. We can only accommodate non-urgent conditions.

PAYMENTS

What are the payment options available to you?
We are using DragonPay as our payment gateway. You may opt to settle payments via DragonPay credits, online bank transfers, over-the-counter and mobile wallets (GCASH, etc) available to DragonPay.
Can I apply for Senior or PWD Discounts?
Yes. You may upload a scanned copy of your Senior Citizen or PWD ID on the “Edit Profile” tab. You will find the “Upload” button at the bottom of the page. You will receive a notification email informing you whether your request is approved or denied.
Are you accredited by HMO providers ?
No, we are not yet accredited. However, we are working on the accreditation process.
How much are the professional fees of the Specialists? Is it covered in the Kitika Subscription?
Professional fees may vary depending on the Specialist. Such fees are not covered in the Kitika subscription.
Will I be notified how much the professional fees are before proceeding with the payment?
Yes, you will be seeing a pop up display stating the total amount that you will need to settle before proceeding with any consultation.

RESCHEDULING AND CANCELLATION

Is it possible to cancel my scheduled appointment?

Cancellation of appointments are allowed 24-hours before the scheduled appointment. Cancellations done after 24-hours are non-refundable.

If I cancel my appointment 24-hours before the scheduled appointment, will I be able to refund my payment?

Refunds are subject to approval. Kindly state your reason for cancellation or refund request. Please contact our support team at [email protected].

Can I reschedule my appointment?
Yes, you may reschedule your appointment provided that it is done 24-hours prior to the scheduled appointment.

To reschedule, follow these instructions:

  • Log-in to your Kitika account.
  • Click the “Consultations” tab on the left side of the screen.
  • Select the appointment you wish to reschedule and click the “Reschedule” button.
  • Choose a new schedule and click “Submit”.

Note: Rescheduling is only applicable to the chosen Specialist. You can no longer change to a different Specialist as this has been pre-paid already.

What if the Doctor did not show-up to our scheduled appointment?

There’s a grace period of 30-minutes for doctors because they might have to attend to emergency cases. If after 30-minutes, the Doctor is not able to attend to the appointment, you will be receiving an email notification informing you that your consultation is INCOMPLETE. You will be prompted to reschedule your appointment with the same Specialist.

BRIDGEMD FAQ

What is BridgeMD?

BridgeMD is a telehealth platform that connects Specialist Doctors, patients and healthcare facilities to provide optimal healthcare solutions. It uses virtual technology to make medical consultations available wherever, whenever.

What are the features of BridgeMD?
With BridgeMD, virtual medical consultations are made easy with the following features:

  • Doctor’s Dashboard
  • Prepaid Consultations
  • Email notifications
  • Electronic Medical Records
  • E-prescriptions
  • Laboratory Requests
  • Medical Certificaiton
  • Access to Medicine Delviery
  • In-web Video Conferencing
  • Customizable Clinic Hours
  • Privacy of Doctor’s Information

ACCOUNT REGISTRATION

How do I register for an account with BridgeMD?
To register, follow these easy steps:

  1. Visit our website, www.kitika.com. Scroll down and click on the “REGISTER NOW” button.
  2. You will be directed to the CREATE A SPECIALIST page.
  3. Fill the fields with the following information:
    • FIRST NAME
    • LAST NAME
    • MOBILE NUMBER
    • EMAIL ADDRESS
    • SPECIALIZATION
    • LICENSE NUMBER
  4. Upload an image of your license and certification documents by clicking the “ATTACH LICENSE AND CERTIFICATIONS” button.
  5. Click the “CREATE ACCOUNT” button.

CONSULTATION PROCESS

How do I conduct the virtual consultations?
To conduct consultations, follow these steps:

  1. Log-in to your account at https://dashboard.kitika.com/doctor-nurse/login.
  2. Click on the “CONSULTATION” tab. This tab is divided into four sections:
    • Patients’ Queue
    • Chat Section
    • SOAP Form
    • Patient Information/Consultation Details/Review of Systems.
  3. On the Patient’s Queue, double-click your FIRST TICKET/PATIENT, located at the topmost part. It will be highlighted in BLUE.
  4. Communicate with your patient using the CHAT SECTION. You may also call them via Video Call. For now, you may use Viber or any video conference platform.
  5. Fill out the necessary information on the CONSULTATION DETAILS and REVIEW OF SYSTEMS portion.
  6. Fill out the necessary information on the SOAP SECTION.
    • Subjective
    • Objective
    • Assessment
    • Plan
    • Medicine
    • Instructions
    • Labs and Diagnostics
How do I send the E-prescription and Laboratory Requests to the patient?

E-prescriptions and Laboratory Requests will be automatically sent to the patient’s registered email address and Kitika inbox.

How do I put my signature on the E-prescription and Laboratory Requests?

When you create an account with BridgeMD, you will be asked to update your profile. You will be prompted to upload a PNG file of your signature. Once uploaded, it will be automatically inserted into the E-prescription and Laboratory Requests.

Can the patient send me the Laboratory Results?

Patients can upload the results of their Laboratory Tests on their dashboard. You will be notified once the patient uploads the result.

Will I be able to access the patient’s record after the consultation?

Currently, access to patients’ records will be available during consultations only. EMR will be available on the Doctor’s Dashboard in the coming updates.

Can I download the patient’s record and print it for my documentation and filing?

This feature is not yet available but this will be included in the future updates.

RESCHEDULING AND CANCELLATION

In case of emergency, how can I cancel my appointments?

All cancellations must be carefully coordinated with the patients. On your dashboard, please click on the “Appointments” tab to view all appointments. Kindly inform your patients that they have to reschedule the appointment with you.

What happens if a patient cancels the scheduled appointment?

All booked appointments are considered final. In case of cancellation, payments are non-refundable. All refund requests are subject to approval by the management.

What if a patient did not show-up during the consultation?

Patients may be given a 30-minute grace period. After the grace period, you may click on the “INCOMPLETE CONSULTATION” button. This will prompt the patient to reschedule their appointment with you.

CLINIC AND APPOINTMENT SCHEDULE

How do I set my clinic hours?
  1. To set your clinic schedule, log-in to your account at https://dashboard.kitika.com/doctor-nurse/login.
  2. Once logged-in, update your profile by clicking your NAME on the upper right corner of your screen.
  3. Click the CONSULTATION SCHEDULE located on the left side of your screen.
  4. Upload your clinic schedule in Excel file and click the “SAVE” button.
  5. Your schedule will be displayed after successfully uploading your schedule.
How can patients book an appointment with me?

Patients can schedule an appointment with you by creating an account at www.kitika.com. They can type in your name in the search bar. Once your profile appears, they can view your profile and book an appointment.

How will I know if I have a scheduled appointment?

You will receive an email notification informing you that you have a scheduled appointment.

How can I view all my appointments?
You may view your appointments by logging into https://dashboard.kitika.com/doctor-nurse/login.

  1. On your dashboard, click the “APPOINTMENT” tab. You will see here all the scheduled appointments.
  2. Click on the “VIEW APPOINTMENT” button to see your patient’s details.

PRIVACY AND SECURITY

How secure is BridgeMD in terms of safekeeping of patient and doctor’s information?

We use industry standard physical, technical and administrative security measures and safeguards to protect the confidentiality and security of your Personal Information. For more information, please proceed to the  Terms & Conditions section.

PAYMENTS

Is there a fee to join BridgeMD?

Setting your virtual clinic at BridgeMD is FREE. However, a PLATFORM FEE is added on top of your professional fee.

What is a PLATFORM Fee?

A Platform fee is a service fee we charge to patients for utilizing the mobile application and website.

How much is the PLATFORM Fee?

Platform fee is 20% of your professional fee. This will be added to your professional fee and will be automatically computed for the patient when they confirm their appointment.

How do I collect payments for all the consultations made?

BridgeMD collects payment on your behalf. Payouts will be released on a monthly basis. 

Once you received your payment, please send us an official receipt. Our Accounting Team will be in touch with you to guide you in this process.

Who will issue official receipts to the patient?

Our payment partner will be sending an official receipt to the patient after payment has been made.

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