Frequently Asked Questions
Our Frequently Asked Questions (FAQs) section is designed to help you find quick and reliable answers across all our healthcare services. Whether you’re a first-time visitor or a regular user, this section provides valuable guidance to enhance your experience.
We’ve categorized our FAQs for easy navigation:
General FAQs
iSON Health is a digital healthcare platform offering accessible and affordable medical services through technology. We provide round-the-clock support from licensed doctors, specialists, and care coordinators through our app and call center.
Yes. We use secure, encrypted systems that comply with local and international data protection laws to ensure your information stays private and confidential.
You can access our services through the iSON Doc app or by calling our toll-free number. The app is available on major app stores and works on both mobile and desktop devices.
Our services are designed to support members across multiple countries. While some services depend on local availability, many—including consultations and second medical opinions—can be accessed from anywhere.
You can email our support team at feedback@isonhealth.com. We welcome feedback and aim to resolve any concerns promptly.
Teleconsultation FAQs
A teleconsultation lets you speak with a licensed doctor via phone or video call, without visiting a clinic. It’s secure, confidential, and available through our app or call center.
You can discuss non-emergency conditions such as cold, flu, allergies, skin issues, digestive problems, chronic disease management, and more.
Yes. Our general practitioners are available 24/7 to assist you, subject to doctor availability.
Yes, if clinically appropriate, our doctors can issue electronic prescriptions and sick leave certificates.
In select regions, we partner with pharmacies to deliver prescribed medications to your doorstep, or you can collect them from a nearby pharmacy.
Yes, lab sample collections can be arranged from your home or through our partner labs, depending on your location.
Second Medical Opinion FAQs
An SMO gives you access to another expert’s view on your diagnosis or treatment plan, helping you make confident health decisions.
Consider it for complex, serious, or high-risk medical conditions, or when you’re unsure about your current diagnosis or treatment plan.
You send us your medical reports, and we coordinate with a specialist who reviews them and provides a written opinion. No travel required.
We connect you with experienced specialists from our network, which includes regional and international experts.
No. This service complements your existing care by offering additional insights—you can decide your next steps with your treating physician.
Yes, all documents and reports are transmitted through secure systems that protect your privacy. We will comply to local regulatory guidelines.
Digital Health Assessment FAQs
It’s an AI-powered tool that analyzes your health risks based on your medical history, lifestyle, and habits. You receive a health summary and risk profile.
It offers insights into your risk for chronic conditions like diabetes and heart disease and gives lifestyle advice on diet, sleep, and exercise.
Anyone can use the tool through our platform. It’s especially helpful for people who want to proactively manage their health.
Yes, we offer a corporate dashboard that provides anonymized health trends to help employers plan wellness programs.
No. It provides recommendations and risk alerts, but a licensed doctor should always interpret results and guide medical decisions.
Yes. You can take it periodically to track your progress and make adjustments to your lifestyle.
Chronic Disease Management (CDM) FAQs
CDM helps people manage long-term conditions like diabetes, hypertension, or asthma through regular follow-ups, treatment adjustments, and lifestyle support.
We support diabetes (Type 1 & 2), hypertension, heart disease, asthma, COPD, and other common chronic illnesses.
You can enroll through our app or with the help of our care coordinators. A doctor will evaluate your condition and suggest a care plan.
Virtual doctor follow-ups, lab test arrangements, medication delivery, lifestyle coaching, and specialist referrals if needed.
Yes, a doctor will be assigned to manage your care and monitor your progress over time.
No. For any urgent or life-threatening condition, please go to the nearest emergency center.
Medical Tourism / Home Country Treatment FAQs
This service supports patients who prefer to undergo planned treatments in their home country or another medical destination.
We help with medical reports, referrals, logistics, scheduling appointments, and coordinating with hospitals abroad.
Share your medical records with our care team through the app or email. We’ll guide you step by step.
Yes. After treatment, we continue your care through teleconsultations to ensure recovery and proper medication adherence.
We offer recommendations based on your medical needs and preferences. Final selection is always yours and subject to approval from the payer.
Costs depend on your insurance coverage or personal payment. We’ll assist in clarifying your eligibility.
Mental Health & Wellness FAQs
We offer virtual counseling, therapy, stress management, and emotional wellness coaching by qualified professionals.
Anyone facing emotional challenges like stress, anxiety, or burnout can access our mental wellness support.
Yes. All sessions are conducted securely and confidentially to ensure your privacy.
Therapy and wellness sessions are available via video calls or phone, depending on your comfort and availability.
Absolutely. You can schedule regular sessions with the same therapist based on availability.
Yes. We offer wellness advice on diet, sleep, work-life balance, and mindfulness practices.
Medi Buddy FAQs
Medi Buddy is your virtual health assistant available 24/7 to help manage your healthcare needs, and guide you to the right services.
It helps with booking appointments, reminders, health tips, accessing teleconsultations, and general wellness planning.
Yes, you can access it anytime through our app for non-emergency support and information.
Yes. It integrates with our CDM program and reminds you about medications, follow-ups, and lab checks. All clinical care is provided by the licensed doctor.
No. You can also use Medi Buddy through the iSON Health web portal on desktop or tablet.
Yes, you can manage your family’s health services using one account with multiple profiles, subject to account setup. This is as per the eligibility and policy you have signed for.
iSON Doc App FAQs
Video Consultations
Make sure you are not downloading or consuming data in the background or doing any activity that might affect your bandwidth. Alternatively, please dial our toll-free number 8004766 to talk with our doctor.
If your call got disconnected for any technical reason, try to reconnect the session with the link sent to you. If for some reason that doesn’t work, please call our call center (8004766) for assistance.
The main reason why the video call picture froze during the call is 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:
On PC or Tablet:
- Running other applications that maybe running videos like YouTube.
- Running other applications that may utilize your PC video and audio services, this may interrupt the video call you’re having.
- Switching to another app during the video call.
On mobile:
- 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.
- Check your microphone permissions.
- Check your speakers.
- Make sure the volume is up and not set to mute.
Check your internet connection. If the problem still exists, 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.
Yes, you can still make a video call with a doctor via any internet connection.
Doctors
We are available 24/7. It completely depends on doctor’s availability.
Call our call center agent to book an appointment or you can do the booking from our mobile app / web login.
Call our call center agent to cancel an appointment or you can do it via our mobile app / web login.
- +(971) 043854083
- info@isonhealth.com
- 26th Floor, 2606, Churchill Towers, Business Bay, Dubai, UAE
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