No Service FEE !

Save up to Rs. 275 (T&C)

Thank You

for signing up with Doc990

Doc990 Brand Logo
× MENU Sign In Sign Up Home Ongoing Number My Bookings Refund Request Partners About Us Terms & Conditions Privacy Notice Contact Us FAQ Corporate Solutions Home Isolation Care Health & Wellness Packages Partner Discounts FOLLOW Doc990 ON 0117990990 for Agent Assistance

FAQ

DOC990 SIGN UP

1. What is Doc990 user Sign Up?

When you sign up with Doc990 via Web & Mobile application, you can enjoy our services with added benefits

2. How do I Sign Up with Doc990?

You can visit www.doc.lk or use Doc990 mobile app & click Sign up button. You can simply register with phone number/email address and NIC/Passport.

3. Do I have to pay an annual subscription fee or a one-time payment to get registered?

Not at all, the registration is provided free of charge. However charges are applicable on a daily, monthly or annual basis if you need to access health & wellness packages with Doc990,

4. I forgot my password. How can I reset it?

You can click on “Forgot password” from Sign-in page and follow the steps.

5. What are the benefits that I get by signing up with Doc990?

  • As a signed up user, you can enjoy special rates for doctor channeling via Doc990 website or mobile application. You are entitled to 15% off on the service fee (i.e. Rs.275 for Colombo hospitals & Rs.99 for Outer Colombo, Rs.165 for Tele Doctor session) for doctor channeling once you make the booking while being logged in.
  • You can easily keep track of all your doctor bookings and make re-bookings on Doc990 faster.

6. I am a registered customer of My Health Records, am I eligible to claim special promotional rates?

Yes. you are eligible. All you need to do is, reset your password using your “My Health Records” login credentials (Email address).


GENERAL

1. What is Doc990?

Doc990 is a Digital health solution provider that combines visionary thinking and cutting-edge technology in order to present an integrated suite of health and medical services to your door-step and which connects you with convenient booking facilities for Doctor Appointments at leading hospitals in Sri Lanka & doctors for video, audio and chat consultations over the phone.

We connect qualified Doctors, quality pharmacies, laboratories and reputed hospitals with the aim of transforming the science and delivery of integrated healthcare and home-based solution delivery including medicine delivery to your door-step, mobile lab facility & online lab reports, NCD management solutions and corporate health & wellness solutions.

2. What hospitals are available with Doc990?

Please visit PARTNERS page for detailed hospital list

3. How can I use the Doctor booking service through Doc990?

  • Call 990 from any mobile network or Dialog CDMA or Lanka Bell CDMA Phone to channel your doctor.
  • Visit www.doc.lk
  • Download the “Doc990” mobile app from Google play store or App Store.
  • Any Dialog Customer Care Centres island wide, any Softlogic outlets island wide, Union Chemist Outlets, Check & Cure Collection Centre and George Goonarathne outlets. (Nugegoda- Old/ Nugegoda New/ Rajagiriya/ Thalawathugoda)

4. How do I download Doc990 Mobile Application?

“Doc990” Mobile Application can be downloaded via Google play store or App store.

5. How do I search a doctor using Doc990?

3 Easy steps to search a doctor at your convenience

  • Step 1: Type the doctor's name and search
  • Or
  • Step 2: Select the available hospital and search
  • Or
  • Step 3: Select the specialization and search

6. How do I book an appointment with a doctor?

  • Select the required session of the doctor, and enter the patient details and select the preferred payment method and proceed. You have 5 minutes to complete the transaction.

7. How do I know that the doctor appointment has been successful?

Once you proceed with the payment you will receive a confirmation SMS including below details to your mobile from Doc990.

Ref No: xxxxxxxx
Doctor: Doctor Name
No: Appointment Number
Hospital: Hospital Name
Date: Session Date
Time: Session Time (Time may vary according to doctor's arrival time)

8. What are the booking charges for Doctor channelling?

  • For Hospitals located in Colombo Suburbs : Rs.275 inclusive of taxes
  • For Hospitals located Outside Colombo : Rs.99 inclusive of taxes
  • For Audio/Video consultation session: Rs.165 inclusive of taxes
  • Hospital fee and Doctor Fee may vary according to the Doctor and the Hospital

9. What are the payment options available?

Web site

  • Add to bill (Charge will be added to your mobile Bill for any Airtel, Dialog / Dialog CDMA, Lanka Bell CDMA, Etisalat or Hutch connections) *When using a prepaid mobile account for the payment, make sure that sufficient balance is available in the prepaid account.
  • Any Credit/Debit card - Visa, Master card or AMEX card is accepted.
  • Via eZ Cash
  • Via Sampath Vishwa
  • Via Genie
  • Via FriMi
  • Via InsureMe

990 Call Center

  • Add to bill (Charge will be added to your mobile Bill for any Airtel, Dialog / Dialog CDMA, Lanka Bell CDMA , Etisalat , Mobitel or Hutch connections) *When using a prepaid mobile account for the payment, make sure that sufficient balance is available in the prepaid account including the call charges

Dialog Arcades

  • Cash

Softlogic / Union Chemist / Check & Cure / George Goonarathne Outlets

  • Cash & Card Payments

10. I don’t have sufficient credit in my Prepaid mobile connection. Can I make a booking?

  • Yes. If you are a Dialog Prepaid mobile customer, you can simply pay the booking charge to reserve your appointment.

11. Can I visit the doctor with a reserved appointment?

No. You are required to settle the balance amount, 30 minutes prior to the session time. Failing to settle payment before the session time will result in your appointment being cancelled.

12. How do I settle the balance payment of a reserved appointment?

You can visit any eZ Cash point island wide with your reservation reference number and pay the balance amount.

13. Can I pay the balance amount at the hospital counter for a reserved appointment?

No, unfortunately, you cannot pay the balance amount at the hospital.

14. Is reservation feature enabled for all doctors and hospitals?

No, this feature is only available for selected doctors at selected hospitals. You will see a reservation pop up on the payment page if the selected doctor is enabled with this reservation feature.

15. If I misplaced or deleted the booking confirmation SMS, how can I get the SMS back?

  • Use “My Bookings” feature on www.doc.lk home page/Doc990 mobile app or call 0117990990 to get the SMS resent to your mobile free of charge.

16. Whom Should I call for inquiries?

  • You can send an email to service@doc.lk
  • Call 0117990990
  • If you have made the appointment via 990 call center / Add to bill option via web site, please call respective mobile operator via 990 to inquire the details.

17. How do I make a suggestion about Doc 990 service?

You can send your valuable suggestions to service@doc.lk

18. How secure are the health information that I store in My Health Records?

We take the security of health information seriously!! Therefore, we have taken measures to store personal health information in secured servers that can only be accessed by you upon providing proper authorization credentials.

19. What are the health information available under My Health Records?

The health information includes details of doctor visits, prescriptions & etc. can be linked to your profile. All your information can be tracked through a single account.

20. What is a PHN?

PHN stands for Personal Health Number. The Ministry of Health, Sri Lanka introduced the PHN for people seeking services from healthcare providers. Issuance of PHNs is carried out by institutions under the supervision of the Ministry of Health. It is a number with 11 digits. The first 4 digits represent the issuing authority. The prefix 0990 represents all PHNs issued by Digital Health Private Limited (DHPL). This assures that no two persons will have the same PHN.

21. How do I get a PHN?

A PHN is issued by authorized institutions which are named by the Ministry of Health, Sri Lanka. Those institutions are called POI (Point of Issue institutions). They are typically key establishments that interact with the healthcare sector. The Ministry of Health has granted POI rights to DHPL (Digital Health Private Limited) to issue PHN for all customers that interact through various current and future healthcare products. It is issued to a person at the first instance he or she is interacting with a healthcare provider. The healthcare provider is attached to a POI establishment which will issue the PHN to that person.


LAB REPORTS & MOBILE LAB FACILITY

1. What is “Lab Report at Your Fingertips” service?

A value-added service for Doc990 customers to check their laboratory reports online via partner laboratories. You may visit the laboratory to hand over the sample and the report will be delivered to your Doc990 mobile app.

2. What is the “Mobile lab facility” ?

A mobile lab can be requested to your door-step through Doc990 mobile app for selected laboratory tests & the report will be delivered to the app. Currently this service is available only for Colombo & suburbs

3. Who are the laboratory partners that offer Mobile lab facility?

Currently, you can obtain mobile lab services from Asiri Hospitals, Durdans Hospital laboratory reports & Forte labs.

4. How can I access laboratory reports?

Simply enter the lab test section in Doc990 mobile app.


AUDIO/VIDEO CONSULTATION

1. What is Audio/ Video Consultation service?

A digital call connecting service which enables patients and specialist doctors to communicate over audio, video or chat options via Doc990 mobile app.

2. How can I connect with the doctor?

You will be connected to the doctor via voice call through a Doc990 agent or download Doc990 mobile app to schedule your online consultation with a Doctor.

3. How can I book an Audio/Video Consultation session?

Visit www.doc.lk or use Doc990 Mobile App & click on Audio/Video consultation icon to locate the doctors available for remote consultations.
You can also call 990 from any mobile network to get agent assistance to book your appointment.

4. When can I use Audio/Video Consultation Service?

Audio/Video Consultation is only a Pre/Post consultation service and is NOT a substitute or an alternate to a physical consultation and it is NOT recommended to be used at times of medical emergency.

5. How can I pay for an Audio/Video Consultation booking?

On www.doc.lk Web site or Doc990 app

  • Add to bill (Charge will be added to your mobile Bill for any Airtel, Dialog / Dialog CDMA, Lanka Bell CDMA, Etisalat or Hutch network) *When using a Prepaid mobile account for the payment, make sure that sufficient balance is available in the prepaid account.
  • Any Credit/Debit card - Visa, Master card or AMEX card is accepted.
  • Via eZ Cash
  • Via Sampath Vishwa
  • Via Genie
  • Via FriMi
  • Via InsureMe

990 Call Center

  • Add to bill (Charge will be added to your mobile Bill for any Airtel, Dialog / Dialog CDMA, Lanka Bell CDMA , Etisalat , Mobitel or Hutch connections) *When using a prepaid mobile account for the payment, make sure that sufficient balance is available in the prepaid account including the call charges.

Dialog Customer Care Centres

  • Cash
  • Any Credit/Debit card - Visa, Master card or AMEX card is accepted.

Softlogic / Union Chemist / Check & Cure / George Goonarathne Outlets

  • Cash
  • Any Credit/Debit card - Visa, Master card or AMEX card is accepted.

6. Will I get charged for Audio/Video Consultation calls?

Absolutely NOT. You will be receiving a call from 0777990990 at the time of appointment OR Data charges will be applicable for Audio/Video consultation calls via the Doc990 app.

7. How can I transfer reports/prescriptions with the doctor?

The chat option is available in Doc990 mobile app to transfer the reports. The prescription will be sent by the Doctor directly to the patient’s app after the consultation.

8. How long will I be able to speak with the doctor?

Your conversation is limited to 5 minutes. In case the conversation exceeds allocated time slot your call will NOT be dropped.

9. How can I get a receipt for Audio/Video Consultation appointment?

Upon booking confirmation, you will be receiving a digital receipt via email. For claim purposes please make the request to teledoctor@doc.lk


DOCTOR ON CALL SERVICE

1. What is the Doctor on Call service?

A call connecting service offered under the Health & Wellness packages enabling customers to connect with leading General Practitioners in Sri Lanka for medical advice.

2. How do I access the service?

By purchasing Doc990 health & wellness packages listed on the website/app you will be eligible for this service

3. How do I access Doctor on Call sessions?

Health & Wellness package holder will need to use the Doc990 mobile app to consult a Doctor OR call 0117990990 if you do not have a smart phone to access Doctor on call service

4. How long will it take for me to connect with a General Practitioner via the Doctor on Call service?

You will need to connect to the available General Practitioner via the mobile app OR the Doc990 agent will connect you to the available General Practitioner via voice call within 30min of your request.

5. Can I speak to the General Practitioner in my preferred language?

Yes. Sinhala, English and Tamil speaking doctors are available for your convenience. You can request that the agent connects you in your preferred language.

6. Can I speak to a female doctor?

If you prefer to speak to a female General Practitioner, you can request that the agent connects you to a female doctor.


MEDICINE DELIVERY

1. How do I get my medicine delivered?

Simply take a picture of your prescription & upload on to the medicine delivery page on the Doc990 mobile app to get your medicine delivered from the nearest pharmacy.

2. How do I access the service?

Download Doc990 mobile app & click on Medicine Delivery icon.

3. How do I pay for my medicine order?

We offer cash on delivery for your convenience


DOC990 HEALTH & WELLNESS PACKAGES

1. What are the Health & Wellness Packages available to subscribe & charges applicable for them?

  • Daily care package – Available for Dialog & Hutch customers at Rs.2+tax per day for pre-paid & Rs.60+tax per month for post-paid users
  • Monthly care package - Available for Dialog customers at Rs.60+tax per month for both pre-paid & post-paid customers.
  • Personal care package – Rs.599 per year
  • Parent care package – Rs 1,500 per year
  • Family care package – Rs 2,500 per year
  • For more details on available packages, please visit www.doc.lk/healthcare-solutions

2. What are the benefits that I get from these Health & Wellness Packages?

You get Unlimited GP consultations (Video/Audio) & special discounts from leading pharmacies, hospital & laboratories. Also based on the package subscribed, you get to add your family members in to the service.
For more details on package offerings, please visit www.doc.lk/healthcare-solutions

3. How do I subscribe to a package?

Download Doc990 mobile app or visit www.doc.lk/healthcare-solutions to subscribe a suitable package

4. How do I unsubscribe to Daily & Monthly packages?

Daily Care Package

Dialog Customers- Type STOP DOC & SMS to 2407
Hutch Customers - Unsub – Type DADOC & SMS to 2407

Monthly Care Package

Dialog Customers - Type STOP DOC & SMS to 2407


NO SHOW REFUND SERVICE

1. What is a No Show Refund?

Through this service, you can claim the total charge of your appointment in the event of a cancellation made by you. However, you will be charged a No Show Refund Charge of Rs.250.

2. What are the charges entitled to a No Show Refund?

You will receive a total sum of the following charges:

  • Hospital Charge
  • Doctor Charge
  • Doc990 Service Charge Fee
  • Charge for Ongoing Number
If you have selected the No Show Refund Service at the time of making the appointment, you will be eligible for this service.

3. How long will I have to wait to receive the refund in cash?

Your refund will be processed within 2 - 3 working days from the date of refund request submission. If you are a foreign customer, you should provide a local bank account number to obtain the No Show Refund service”.

4. How do I apply for a refund?

You can request a refund by clicking on the ‘Refund Request' button on www.doc.lk or the Doc990 mobile app or by calling the DHPL hotline via 011 7 990 990 or via Doc990 partners.
You must submit your refund request before your scheduled session start time indicated on the web or app to be eligible.

5. How will I receive my refund?

DHPL will refund cash to your bank account or will arrange for a mobile bill payment based on the preferred method mentioned in your refund request form.

6. If I don't receive my refund within 2 - 3 working days, who should I contact?

Please call 011 7 990 990 or write to us at service@doc.lk along with your Doc990 reference number.

7. How do I know that my refund request has been submitted?

Once you submit the refund request, you will receive an acknowledgement SMS.

8. How do I know if my refund was successful?

You will receive a confirmation SMS or you will be contacted by a Doc990 representative.

9. If I have not opted for a No Show Refund while making the appointment, will I be able to opt for the service later?

No. The service cannot be activated after your appointment has been made.


ONGOING NUMBER

1. What is Ongoing Number service?

It is a value-added service enabling Doc990 customers to check the Ongoing number of their doctor session, once it has commenced.

2. How much do I have to pay for the Ongoing Number service?

This service is free of charge for Doc990 customers during the promotional period.

3. How do I subscribe to the Ongoing Number service?

You can subscribe to this service at the time of making the appointment. This facility is only available for selected doctor sessions at selected hospitals.

4. How do I view the Ongoing Number?

You will receive an SMS with a URL to access the Ongoing Number at the time of making the appointment.
Or visit www.doc.lk or the Doc990 mobile app and click on 'My Bookings' to check the Ongoing Number.
Accuracy of the number displayed depends on the information entered by the respective hospital.

5. How many times will I be able to check the Ongoing Number?

You may check up to 10 times once the session commences.


MY BOOKING FEATURE

1. What is My Bookings feature?

My Bookings feature allows you to access your bookings receipts and resend confirmation SMSs anytime. You can download, print or email your booking receipts.

2. How can I access my past booking receipt?

Click on “My Bookings” on www.doc.lk, Doc990 mobile app home page main menu and select, “Download Booking Receipt”. You can access your any past booking receipts by simply entering reference number & NIC.

3. I didn't receive my recent booking confirmation SMS. How can get it?

Click on “My Bookings” on www.doc.lk, Doc990 mobile app home page or main menu and select, “Resend Last Booking SMS”. You can get the last booking confirmation SMS by simply entering phone number & NIC. Only 3 attempts are allowed per booking.


Contact Us