PatientCare

Help · For patients

Getting started as a patient

Everything you need to set up your account and start booking care. Follow the guides in order the first time you set up.

Creating your account and signing in

Sign up with email or Google and Apple, log in, reset a forgotten password, and allow the permissions PatientCare needs.

Signing up with email

  1. 1Open the app and, on the login screen, tap Sign up at the bottom.
  2. 2Enter your first name, last name, email address (this becomes your login and cannot be changed later), and a password.
  3. 3Tap Sign Up.
  4. 4You are signed in automatically. There is no separate verification code to enter when signing up with email.

Signing up or signing in with Google or Apple

  1. 1Tap Continue with Google (available on all devices), or tap Continue with Apple (available on iPhone and iPad).
  2. 2Follow the prompts from Google or Apple. Your account is created and linked automatically, and you are taken straight into the app.

Signing in to an existing account

  1. 1On the login screen, enter your email address and password, then tap Log in.
  2. 2If you signed up with Google or Apple, use that same button to sign back in rather than an email and password.

Resetting a forgotten password

  1. 1On the login screen, tap Forgot password?
  2. 2Enter the email address you signed up with and submit.
  3. 3Check your email for a verification code.
  4. 4On the reset screen, enter the verification code, your new password, and the new password again to confirm.
  5. 5Submit to set your new password, then log in with it.

Allowing notifications and location

  1. 1Notifications: tap Allow so we can alert you when an appointment is confirmed, a video call is starting, or your ID has been verified.
  2. 2Location: tap Allow so we can show clinics and pharmacies near you.
  3. 3You need both turned on to finish setting up your profile. If you decline, you can turn them back on later during the final profile setup step or in your phone settings.

Completing your profile

Work through the 9-step profile wizard covering personal details, ID verification, health history, and permissions. Medical Aid and Referral Code are optional; every other step must be completed before the app unlocks.

Step 1: Personal Details

  1. 1Enter your full name, exactly as it appears on your ID.
  2. 2Your email address is shown for reference but cannot be changed.
  3. 3Enter your mobile number, including your country code.
  4. 4Enter your date of birth.
  5. 5Tap Save & Continue.

Step 2: Profile Photo

  1. 1Tap Add Photo to take a new photo or upload one from your gallery.
  2. 2Make sure your face is fully visible and well lit.
  3. 3Look straight at the camera with a neutral background.
  4. 4This is the photo linked to your account and shown to your provider.

Step 3: Residence Details

  1. 1Enter your country of residence.
  2. 2Enter your city or town, as it appears in official or postal records.
  3. 3Enter your street address, including unit, floor, or building if applicable.
  4. 4Enter your postal or ZIP code.

Step 4: Identity Verification

  1. 1Take a photo of your government-issued ID with your camera, or choose an existing one from your gallery.
  2. 2Make sure the entire document is inside the frame, in focus, and glare-free, with all text legible.
  3. 3Your ID is then reviewed. It shows as In review or Pending (no action needed, we will notify you), Approved (this step is complete), or Rejected (redo the step with a clearer photo and submit again).

Step 5: Health History

  1. 1Enter your height.
  2. 2Enter your weight.
  3. 3Enter your gender.
  4. 4Add any chronic conditions, optional but recommended.
  5. 5Add any allergies, optional but recommended.

Step 6: Medical Aid Information

  1. 1This step is optional.
  2. 2If you belong to a medical aid or insurance scheme, turn on the medical aid toggle and enter your scheme and membership details.
  3. 3If you don't have medical aid, tap Skip for now. This step won't block your profile.

Step 7: Referral Code

  1. 1This step is optional.
  2. 2Enter a referral or business code if you were given one.
  3. 3Otherwise tap Skip for now. This step won't block your profile.

Step 8: Terms & Legal Agreement

  1. 1Read the terms and legal consent.
  2. 2Accept them to continue. Acceptance is required to complete your profile.

Step 9: App Permissions

  1. 1Tap Enable Location Services if location is off.
  2. 2Tap Enable Notifications if notifications are off.
  3. 3Both are required. You can only complete your profile once both are enabled.

Finishing up

  1. 1When you complete the last step, you'll see a Profile Completed! message letting you know your details will be reviewed shortly, and you're returned to the Home screen.
  2. 2Your ID may still show In review for a short while after this. You'll get a notification once the review is done.

Topping up your Pouch (wallet)

Add funds to your Pouch, the in-app wallet you need a minimum balance in before you can book a doctor, nurse or therapist video consultation. Clinic visits and pharmacy browsing don't require a top-up, and you don't need to save a card.

Adding funds

  1. 1Open the Pouch tab from the bottom navigation.
  2. 2On your balance card, tap Top Up.
  3. 3Enter the amount you want to add.
  4. 4Choose a payment option available in your country.
  5. 5Complete the payment on the secure payment page. Your balance updates once payment is confirmed.

Optional wallet features

  1. 1Automatic top-up: set up a recurring plan so your Pouch tops up on its own and you never fall below the booking minimum.
  2. 2Vouchers: redeem a voucher code from the Pouch tab to add credit.

What you can do once you're topped up

  1. 1Consult a doctor, nurse or therapist by video call, starting with the Symptom Checker, which helps you find and book a provider.
  2. 2Find a clinic to book an in-person visit. No minimum balance is needed.
  3. 3Find a pharmacy to browse nearby pharmacies.
  4. 4View Prescriptions, Sick Notes, and Referrals that have been issued to you.
  5. 5Earn points from health activities and track your tier in Health Rewards.
  6. 6See your consolidated health record in your Electronic Health Passport.
  7. 7Some services show as Coming soon and aren't available yet: Find a Laboratory, Pregnancy Care, and Call an Ambulance.

Adding family members (dependents)

Add dependents to your account, work through their guided profile flow (details, photo, health history, and optional medical aid), and then book and manage care for them alongside your own.

Adding a dependent

  1. 1Go to your Profile.
  2. 2Tap Manage Dependents.
  3. 3Tap to add a dependent and enter their full name, date of birth, and relationship to you.
  4. 4Save to add them to your account. The Complete profile flow opens straight away so you can finish setting them up.

Completing a dependent's profile

  1. 1Each dependent has a short guided flow that opens automatically after you add them. You can return to it any time by tapping Complete profile (or Edit profile, once they are set up) on the dependent's card.
  2. 2Step 1, Personal details: the dependent's full name, date of birth, and relationship to you. This is also where you update those details later.
  3. 3Step 2, Profile photo: add a clear photo of the dependent.
  4. 4Step 3, Health history: height, weight, gender, and any chronic conditions or allergies.
  5. 5Step 4, Medical aid: optional. Tap Skip for now if it does not apply.
  6. 6Use Save & Continue to move through the steps and Back to return to an earlier one. The progress ring and the steps list (the checklist icon at the top) show what is still outstanding.
  7. 7A dependent is ready to be booked for once they have both a profile photo and their health details. Until then, their card shows what is still missing.

Adding a dependent's medical aid

  1. 1Each dependent can have their own medical aid, whether they are covered on your plan or hold their own membership.
  2. 2Turn on Does this dependent have a medical aid?
  3. 3If the dependent is a beneficiary on your plan, turn on On my medical aid plan. The fund name and membership number are filled in from your own medical aid, and you add their beneficiary or dependent code (for example 01 or 02).
  4. 4If the dependent has their own membership, leave that switch off and enter their fund name, membership number, plan, and date of admission.
  5. 5To remove a dependent's medical aid, turn off Does this dependent have a medical aid?

Booking for a family member

  1. 1Once a dependent is fully set up, you can choose them as the patient when you start the Symptom Checker.
  2. 2You can also choose them when you book a doctor, nurse, therapist, or clinic consultation.
  3. 3You can filter your History to see just that person's records.
  4. 4You'll pick who the appointment is for, Me or a dependent, at the start of the flow.

Booking a consultation

Book care with a doctor, nurse, therapist, or clinic. Every booking starts with the Symptom Checker, and you can book for yourself or for any family member you've set up. Video consultations and clinic requests need a minimum Pouch balance.

Before you start

  1. 1Complete your profile. You need a finished profile before any service opens.
  2. 2Top up your Pouch if you plan to book a doctor, nurse, therapist, or clinic visit. Video consultations, and submitting a clinic request, need a minimum balance (around 150 in your local currency).
  3. 3Optional: add family members so you can book on their behalf.

Booking a doctor, nurse, or therapist

  1. 1These are video consultations (a nurse can also do a home visit, and a doctor can be in person on a referral). The steps are the same for all three.
  2. 2On the Home tab, under PatientCare Services, tap Consult a Doctor, Consult a Nurse, or Consult a Therapist. If your Pouch is below the minimum, you'll be asked to top up first.
  3. 3Symptom Checker: choose who the consultation is for (Me or a family member), then answer the short set of questions about how you're feeling.
  4. 4On the Symptom Checker Report, review the summary and recommendation, then tap the Find a Doctor, Nurse, or Therapist button.
  5. 5Choose a provider: browse the list, use the specialty filter at the top to narrow it down, and tap a card to view a provider's profile (rating, experience, languages, bio). Tap Select to continue.
  6. 6Pick a time: choose your consultation type where offered (for example a nurse can be Online or a Home Visit; a doctor may offer In-Person on a referral), select a day from the calendar, then tap an available time slot.
  7. 7Confirm the details in the pop-up sheet and tap to book. You'll see a confirmation that your appointment has been booked.

Home visits (nurse)

  1. 1If you choose Home Visit for a nurse, you'll be asked where the visit should take place.
  2. 2Choose the home address from your profile, your current location, or a manually entered address.
  3. 3A visit address is required before you can book a home visit.

Booking a clinic visit

  1. 1A clinic visit is an in-person appointment. You propose a preferred date and time, and the clinic's reception confirms it and assigns a provider.
  2. 2On the Home tab, under PatientCare Services, tap Find a Clinic.
  3. 3Symptom Checker: choose who the visit is for, then answer the questions. On the report screen, tap Find a Clinic.
  4. 4Search for a clinic by name or city, then tap one to open its page.
  5. 5On the clinic page, tap Request a booking. You can optionally pick a preferred doctor from the provider list first: the clinic will try to honour it, but it isn't guaranteed.
  6. 6Select a day and a time slot (each slot shows how many providers are available).
  7. 7Confirm the request in the pop-up sheet and tap Submit request. Your request is sent as a booking request, not a confirmed appointment, and appears in your History tab straight away so you can track its status.

After you book

  1. 1Your appointment shows up in the History tab (the third tab in the bottom navigation), where you can view its details, join the video call when it's time, or reschedule it.
  2. 2You can filter History by family member to see just one person's appointments.
  3. 3Every consultation and clinic booking starts with the Symptom Checker so we can recommend the right kind of care and attach a short report to your appointment.