FAQ’s

You have access to convenient, accessible, and quality healthcare, anytime, anywhere. Our doctors will help you manage your condition, provide medical advice, issue medication prescriptions (or refill existing ones), and prescribe on-site lab tests, where available. If your condition requires a physical examination by a doctor, we will refer you to the nearest facility within your network and book an appointment on your behalf. We also offer customized wellness programs that include nutrition care with a dietitian and mental health care with a psychologist.

At TruDoc our doctors are full-time employees with no financial incentives, practicing based on NHS International Guidelines.

Our doctors speak English, Arabic, Hindi, or Urdu and will assist you with any medical needs you have without having to wait in lines at hospitals or clinics. They will educate and guide you throughout your illness and help you maintain a healthy, balanced lifestyle.

  • 24×7 access to medical advice from anywhere in the world, whether you are at home, at the office, on a business trip or on vacation
  • On-demand access to wellness services – nutrition care and mental health care
  • Receive honest advice based on Evidence – Based Medicine through NHS International Guidelines
  • Avoid unethical medical practice and unnecessary tests/medications
  • Reduce unnecessary hospitalizations and visits to the emergency room
  • Improve health outcomes and customer satisfaction
​If they are covered under the same insurance as you are, they have free access to this service. If your family members are covered by a different insurance provider, they can subscribe for this service by paying 75 AED monthly or 165 AED quarterly or 220 AED yearly.
We have in-house licensed General Practitioners who are experienced in all aspects of medicine. We are currently working on adding more specialized care personnel to our team.
Our systems comply with the latest HIPPA regulations. This means that no one apart from you and the treating doctor will have access to your medical record without your consent, unless required by law.
​Poor call quality is usually related to a slow & unstable internet connection. Please make sure the internet connection at your location is stable. If you’re still facing technical issues, kindly contact our toll-free number 800 878362 to proceed further or press on the button “Need Help” and leave your mobile number and our team will contact you as soon as they receive your message.

TruDoc is a one-stop-care destination offering comprehensive end-to-end healthcare services through virtual, hybrid and home solutions supporting individuals anytime, anywhere, and giving them control of their health whether they are healthy, acute or chronic. At TruDoc, we believe in implementing ethical and unbiased care, aligning people and payers under one platform.

Our services combine 24×7 telemedicine, virtual clinics and home health provided by DHA-licensed doctors and wellness experts  via voice and video calls. Our doctors follow Evidence-Based Medicine based on NHS International Guidelines.

If the call is not answered within 30 seconds, we will call you back within 15 minutes. If you do not receive a call from our side, please let us know and we will investigate and get back to you in writing as to why you were not called back. We take our customer complaints seriously and will take necessary corrective actions to improve our services.
Yes, we can prescribe Over-The-Counter (OTC) medication and Prescription Only Medication (medication that needs prescription from a doctor); these might include antibiotics and chronic condition medications. However, certain laboratory tests might be required before medication prescription as per Dubai Health Authority (DHA) Standards for Telehealth Services.
We do send your prescription to the nearest pharmacy, however delivery time is determined by the pharmacy. Medication can be delivered to your office location or home address, where available.
Yes, our doctors can prescribe antibiotics as per UAE telehealth regulations. However, certain laboratory tests might be required before medication prescription as per DHA Standards for Telehealth Services.
Yes, our doctors can prescribe chronic conditions medication. However, certain laboratory tests might be required before certain medication prescriptions as per DHA Standards for Telehealth Services.
We can send the recommendation to a pharmacy nearby your location, so you can easily collect the medication.
TruDoc keeps the Over-The-Counter Medication cost below your current deductible without compromising your health. Hence, there won’t be any additional out-of-the-pocket expenses for using our services.
Yes, if your condition requires a physical examination by a doctor, we will refer you to the nearest clinic or hospital within your insurance network and book the appointment with the doctor on your behalf. It is important to note that we do not get any referral fees or commission.
We can provide you with a list of hospitals or clinics that are covered under your insurance network. It is then up to you to decide which hospital or clinic to go to.
Yes in most of the cases TruDoc services are included as part of the healthcare benefits plan. We invite you to check with your insurance provider and/or company HR if TruDoc services are offered to you.
Yes, we have both.
​We do have Hindi and Arabic-speaking doctors. If the required language doctor is not available at that moment, we can offer a translation or we can arrange for a call back as soon as the Hindi/Arabic speaking doctor is available.
Our contact center is not designed to replace an emergency number or emergency room. In case of an emergency, we advise you go to the nearest hospital or preferred healthcare provider or call 999.
TruDoc cares about you and your family and is staffed with DHA-licensed doctors. All doctors are experienced in handling all types of medical problems through telehealth. Feel free to ask the doctor you speak to, about his/her medical experience, education, and license.
​Yes, we can prescribe Over the Counter (OTC) Medication (medication that does not need prescription from a doctor) and Prescription Only Medication (medication that needs prescription from a doctor); these might include antibiotics and chronic condition medications. ​However, certain laboratory tests might be required before medication prescription as per DHA Standards for Telehealth Services.
With TruDoc’s Health & Wellness Virtual Clinic, you can have a video consultation with our doctors and wellness experts and at the same time take your health vital signs readings using easy-to-use, integrated medical devices. Your readings will sync with your medical records in our Electronic Medical Record system that TruDoc doctors can access and monitor 24×7.
The video consultation is being done via teleconsultation screen. By pressing the button “Call Doctor Now” you will get connected to one of our doctors, who will give you medical advice based on Evidence-Based Medicine. In case you require any further assistance (registration process, medications delivery or collection, appointment booking, lab tests, app download, etc.) the doctor will transfer the call to our case managers who will make sure you get the best possible support.
We are sorry to hear that you’re facing problems while using the TruDoc’s Health & Wellness Virtual Clinic. Sometimes the internet connection is weak so that affects the quality of the video. Please try calling again and in case the call doesn’t go through again, you can press on the button “Need Help” on the bottom of the screen and leave your mobile number. You will then receive a phone call from one of our case managers. However, you can always contact our 24×7 support team at 800 878 362, and they will assist you with your queries and help resolve technical issues.
If your call gets disconnected due to technical issues, you can try calling us again by pressing the button “Call Doctor Now” or call us via “TruDoc” mobile application or our toll-free number 800 878 362. Our support team is available 24×7 and will assist you with your queries and help resolve technical issues.
This can happen due to weak internet connection or some internal technical issues. Kindly try calling us again after few minutes, and if the video call still doesn’t go through, please check the internet connection at your location or contact our toll-free number at 800 878 362.
Kindly check the volume and make sure the speakers are working properly. If the issue remains, then inform the doctor that you cannot hear, and our team will give you a call on your mobile phone.
Poor call quality is usually related to a slow and unstable internet connection. Please make sure the internet connection at your location is stable. If you’re still facing technical issues, kindly contact our toll-free number 800 878362 to proceed further or press on the button “Need Help” and leave your mobile number and our team will contact you as soon as they receive your message.
A virtual clinic is an online meeting room for a healthcare professional and patient to meet. Within a virtual clinic, you can assess initial reports of illnesses or injuries without an extended wait for an in-person appointment at a hospital or clinic.

If the app doesn’t work properly, try the following:

  • Make sure you are using the last updated app version. If not, please update to the latest version.
  • Try to uninstall and reinstall the app again.

Please contact us on 800 878362 or send us email at feedback@trudoc.ae or support@trudoc.ae

Yes, in order to use all the features, you should connect to the internet via Wi-Fi or 4/5G to experience the best connectivity.
Make sure you are not downloading or consuming data in the background or doing any activity that might affect your bandwidth. If you still have a weak connection, we recommend you to switch to a phone call to get the proper help from one of our doctors.
If your call got disconnected for any technical reason, our team will call you back and reconnect you with the doctor. If for some reason that doesn’t happen, please call us again, we’re available 24×7.

The main reason the video call picture froze during the call is due to your internet connection, which may be affected by any activity that may consume the bandwidth.

The following activities may cause your video to freeze while you can probably hear the audio:

  • Receiving a text message or a call. This will interrupt the video call you’re having. Accepting a call will affect the video and make it freeze, while the audio may be working.
  • Receiving a notification.
  • Switching to another app during the video call.
Yes, you can still make a video call with a doctor via any internet connection when outside your country of residence.
You can click on “Subscribe to other programs” from the home page of our mobile app. Select your preferred program and the duration for which you want to subscribe and process the payment with your Credit/Debit Card (Visa/Master), via our integrated My Fatoorah payment gateway.​

For billing support and inquiries, you can contact us through our toll-free number 800 878362 or via email at support@trudoc.ae

You can contact us through our toll-free number 800 878362 or via email at support@trudoc.ae

Here’s what happens when you cancel your subscription:

  • No refunds: you won’t be eligible to get any type of refund for the amount paid.
  • Service will still be available: you will continue to get the unlimited consultations for the plan duration you’ve purchased.

To upgrade to the annual plan, you can contact us through our toll-free number 800 878362 or via email at support@trudoc.ae

 

When your subscription ends, the service stops, there’s no automatic renewal.

If you can’t hear the doctor’s voice:

  • Check your microphone permissions.
  • Check your speakers.
  • Make sure the volume is up and not set to mute

If you can’t see the doctor:

  • Check your internet connection.

If the problem still remains, please inform the doctor about it, or try to call us again.

A poor call quality can be caused by weak internet connection. Please try the following steps to fix this issue:

  • Check your internet connection.
  • Switch to another stable connection.
  • Disable your device from consuming, downloading, streaming, or updating in the background.

If you’re still facing the same issue, please call us on 800 878362.

Individuals who would like to pay for TruDoc services by themselves, (in case they are not covered by their insurance company or employer) can do so through our “TruDoc” mobile app.

Fees: 

  • 350 AED for  a yearly billing
  • 165 AED for a quarterly billing
  • 75 AED  for a monthly billing

No, there is no limit. You can get as many consultations as you need from our doctors and wellness experts.

Currently, we don’t offer family plans. You can always purchase an individual subscription plan for your family member.

Yes, for now applicable only in Dubai. Please find the below pricing per visit:

  • During daytime (8:00am to 8:00pm) – AED 750/visit/patient
  • During night-time & weekend (8:00pm to 8:00am) – AED 900/visit/patient

TruDoc’s Hospital at Home® program allows patients who require long-term health care or who are prone to frequent hospital visits or who got discharged from ICU to be monitored and treated 24×7 in the comfort of their homes. The service gives members 24×7 access to medical care without the need to make an appointment or wait in an emergency room queue. The TruDoc’s Hospital at Home team includes doctors and nurses who can come to the patient’s home to provide medical care, whenever required.

As this service is not covered by your insurance provider, there is a certain fee that should be paid by the member on a monthly basis. Please find the below pricing:

For more information about this program, please contact our call center at 800 878362.

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