89 answers for patients, covering booking a consultation, medical documents, verification, payments, privacy, and caring for dependents.
What the platform is, who it is for, and how the apps fit together.
Medee is a holistic healthcare platform that connects patients with licensed clinicians through a fully digital care journey — from the first consultation request through diagnosis, prescriptions, lab orders, and lifelong records management. It is built for the Philippine market.
You open the Medee app, describe your symptoms (for yourself or a dependent), pay or redeem a coupon, and book a consultation. A clinician receives your request, chats and video-calls with you, and can issue prescriptions, lab requests, lab results, assessments, and certificates. Everything issued is verified, stored permanently on your record, and shareable through a secure link or QR code.
Medee (the patient app) for the general public on iOS, Android, and web; Medee Clinic (the provider app) for doctors, nurses, and other clinicians on iOS, Android, and web; and the Medee website, which is the public face of the platform and the place where shared medical documents can be verified without installing anything.
Yes. Both the patient app and the clinician app run on iOS, Android, and the web from a single codebase, so your account and records are the same wherever you sign in.
Requesting a consultation, being matched to a clinician, and closing the case.
A guided wizard walks you through five steps: who the care is for (you or a dependent), your chief complaint and how severe it is, payment (a saved method, a new one, or a coupon code), your preferred consultation date and time, and a final review before you confirm.
Payment comes before booking on purpose. A coupon issued by a specific clinician locks your request to that clinician, so the booking step can then show you that clinician's real availability instead of a generic calendar.
Medee offers your request in waves rather than pinging everyone at once: one clinician first, then a widening group every thirty seconds. For the first five minutes the offer goes only to clinicians whose published hours cover the time you chose. If nobody has taken it by then, Medee widens it to its most thoroughly verified clinicians whether or not they published hours for that slot, and after thirty minutes the request is simply on every clinician's open board. It keeps looking for someone the whole time. More urgent requests sort higher in a clinician's queue.
For the first half hour the request is theirs alone and nobody else is told about it. If they have not taken it in thirty minutes it opens to every clinician on Medee, so you are not left waiting on one person who may be with another patient. Your payment, your preferred time and everything you wrote stay with the request, and whoever takes it sees exactly what you sent. You can also cancel any time before someone takes it and the fee is returned to you.
Rather than going stale, an unhandled request pauses itself. You are told it has paused and can choose to keep searching, which puts it straight back into the queue. You can also opt out of auto-pausing.
Pending while you wait, paused if nobody has picked it up, accepted once a clinician takes it, cancelled if you withdraw it, resumed if you send a paused request back to the queue, and completed once the clinician closes the case.
When a clinician accepts your request it becomes a medical case — the central record that ties together your clinician, your conversation (chat and calls), any collaborating clinicians or office staff, every document issued, and the reason the case was eventually closed.
Yes. After a case is completed you can leave a star rating with sentiment chips describing what went well or badly.
Every document issued during the case is aggregated into one consolidated record for that episode of care, which you can browse any time in the patient app. From then on it is part of your history and follows your sharing window, so a future care team sees it only if it falls inside what you share. You can hide it from clinicians altogether, and check who has looked at it. Any extended access a clinician had on that case ends when the case closes.
A limited number, set by Medee. While you are at the limit, booking another is refused until one of the open ones is taken, cancelled or completed. Only requests still waiting count towards it.
Because a doctor you choose keeps a schedule. An instant request asks whoever is free to answer within minutes, and the doctor you picked may be with another patient, in a clinic, or off for the day. Rather than leave you watching a searching screen that may never resolve, Medee asks you for a time instead. Your doctor is told about the booking and confirms it, or lets you know they cannot make it. If you would rather see someone as soon as possible than see one particular person, go back and book without choosing a doctor.
Yes. The times Medee shows you are the ones your doctor has published, and they are a guide, not a limit. You can pick any time in the next two weeks, including a day with nothing listed and a doctor who has published nothing at all. Your doctor sees the time you asked for and either confirms it or tells you it does not work, and you can book again. If you pick something well outside their usual hours the app will say so before you confirm, so you know a change is more likely.
Requesting care for a child, an elderly parent, or a ward.
Yes. Every care request carries a care subject — the person the care is actually for. By default that is you, but you can choose a registered dependent such as a child, an elderly parent, or a ward.
You do. Documents, triage, and analytics all describe the dependent, while ownership, payment, and the account stay with you as the guardian. The two histories stay apart on the clinician's side: a dependent's records only ever appear on that dependent's own cases, and yours only on yours.
Register them under your account with their name, birthdate, sex, and relationship to you. You can hold up to 100 dependents, and the booking wizard then offers a subject picker at the first step.
Yes. The clinician app labels such cases with the relationship and a badge naming the person being cared for, so the clinician always knows who they are treating.
Prescriptions, lab requests, lab results, assessments, certificates, and procedures.
Five types: prescriptions, lab requests, lab results, medical assessments, and medical certificates. All of them are issued from inside the case and land on your record.
Medicines with structured dosing — dose, frequency, timings, duration, quantity, and route, each of them optional — or a written dose in the clinician's own words when structured fields do not fit. Every prescription carries the clinician's digital signature.
The clinician orders the tests, sets an urgency, and adds notes. Tests are grouped up to four labs per group, with one printed page per group, so you can hand the right page to the right laboratory.
Fit-for-work, sick leave, attendance, disability, or a custom certificate, with the date range it covers and the reason for it — ready to show an employer or a school.
The clinician's diagnosis (with ICD codes), treatment plan, and recommendations. Clinicians can also capture it as free-text clinical notes when that suits the consultation better.
Yes. Every document previews in the app and exports as a themed PDF you can download, print, or share. You can also share it as a secure link that anybody can open without the app.
Document content is stored under your own patient record, file attachments in secure cloud storage, and a queryable mirror backs the public verification pages. Templates a clinician saves stay scoped to that clinician.
Yes. Any document can be saved as a reusable template in the clinician's forms library — medication protocols, standard test panels, or standard certificate wording — and reloaded into a new document in one tap.
A drawing board is a sketch a clinician makes during a consultation to explain something visually. They can start it blank, on a photo already attached to the case, or on one of Medee's built-in background templates: body outlines, or a skeletal view such as the whole skeleton, the skull, the chest and ribs, the spine, the hand and wrist, the knee, or the foot. The clinician then draws, pins numbered markers and adds labels on top. You see the finished board in your case documents and in the chat, and while a consultation is running you can watch the drawing take shape as it is made. The skeletal templates are a beta feature: they are simplified reference drawings for discussion, they are not to scale, and they are not X-rays or any other image of your own body.
It is the document a clinician issues when they arrange a procedure for you, such as a hernia repair, an endoscopy or a skin lesion excision. The clinician picks the procedure, answers a short form about your case covering things like where on the body it is, the approach and the anaesthesia, and issues it. You get it in the case chat and in your documents, and you read it as an answer sheet: the procedure, the answers the clinician gave, and any notes they added. It carries the same verification seal as every other document a clinician issues. Procedures are still being built out, so the list of procedures a clinician can choose from is not complete yet.
The seal that proves a document is genuine — and how anyone can check it.
Medeefy is Medee's verification seal: the mark that a medical document is genuine, legitimate, and attested by the clinician who issued it. Documents written inside Medee by a verified clinician are sealed automatically the moment they are issued.
Yes. A clinician can digitize a physical document: Medee reads it, matches the issuer's name against the clinician attesting to it, extracts the content, and then seals it as verified, pending, or rejected.
Every document can be shared as a link or QR code. Opening it shows a read-only page with the verification banner — no app, no sign-in, nothing to install. A pharmacist can check a prescription, HR can verify a certificate, and a specialist can review a lab result.
The document identifier in the link is encrypted, so the URLs are not guessable — you cannot find someone else's document by trying variations. The pages are strictly read-only, and the underlying database is never opened to anonymous visitors.
It shows the document's current state — verified, pending, or revoked — so a recipient can trust what they are looking at rather than taking a screenshot at face value.
Chat inside a case, and everywhere else on the platform.
Every case has its own conversation thread. All chat and calls for that consultation happen there, so nothing is scattered across other channels.
Text, photos, video, and voice notes, all with delivery and read receipts. In your case conversation you can also attach a PDF, a lab result or a referral you already have as a file, and tap it to read it full screen. Voice notes record and play back without leaving the chat.
Yes. You can reply to a specific message — the quote travels with your reply and tapping it jumps to the original — react with an emoji, and @-mention someone by name.
You can delete your own messages. Because chat happens in a medical context, deletion keeps an auditable trail rather than erasing the fact that a message existed.
Yes. Full-text search runs across your conversations and messages, scoped strictly to the threads you are actually a participant in.
Your case conversation with your clinician, one-on-one and group chats, dedicated conversations for collaborating clinicians and office staff, support conversations, and chats with Medee's AI assistants.
Multi-participant calling with native incoming-call ringing.
Anyone in the conversation taps Call. Medee creates the room, issues short-lived credentials, and rings the other participants. People can be invited mid-call, and entry to the room is guarded so nobody joins uninvited.
Yes. Calls ring natively — a full-screen incoming-call screen on iOS and a call-style notification on Android — so you do not miss a consultation because the app was closed.
Yes, calls are multi-participant, and additional people can be invited while the call is already running.
When more than one clinician is involved in a case.
Yes. A case can involve more than one clinician through a single accept-or-decline handshake that covers reassignment, referral to another clinician, and invitations to collaborate.
The clinician being referred to has to accept. Once they do, they become the main clinician on the case and the referring clinician stays on as an adviser. Every reassignment is recorded in the case's history.
No. Collaborating clinicians and office staff work in their own dedicated conversations and do not have visibility into your chat with your main clinician.
Yes. Every material action taken on a case is written to an immutable case action log, readable in context.
How Medee confirms a clinician is who they say they are.
Yes. Before a clinician can accept cases they submit a government ID and PRC license documents plus a selfie assessment. A reviewer inspects the documents, the automated checks, name similarity, and their credentials and signature before approving them.
Pending, more-information-required if the reviewer needs extra documents, and then approved or rejected. Approval unlocks the features that require a verified clinician.
Yes. Clinicians submit their BIR Certificate of Registration and TIN, which is masked in storage. Submissions keep a full upload history and are verified by Medee before payouts are released.
Signing in, linking providers, email, and your devices.
Your phone number with an SMS one-time code is the primary method. Google and Apple sign-in are available too, and you can link or unlink providers later from Manage Authentication in Settings.
No. When you add a phone number that belongs to an older, data-rich account, Medee recovers that older account rather than stranding it — checking that the accounts genuinely belong to the same person before merging your social login onto the account that holds your history.
It is optional. You can add one or more emails and verify them individually, and the onboarding step can be skipped. Email is not used as a sign-in method.
Yes. Settings lists your signed-in devices with their name, platform, versions, and last activity, and lets you terminate a session you do not recognize.
Yes. You can request account-data deletion from Advanced Settings. The request goes into a queue that Medee staff work through, and you can cancel it while it is still pending.
Both are in Settings, under Support and Legal, in every Medee app, and they are published on this website as well. Each one is a versioned document: the version and the date it took effect are on the first line, so you can tell which one you are reading.
What you pay, when you are charged, and how refunds work.
You pay when you book. Medee charges the consultation fee to the method you choose as your request is created, and a clinician takes it from there. If the consultation never happens, the fee is refunded. A full-value coupon skips payment entirely.
A standard consultation is ₱500. That is what you pay when you ask for care and Medee finds you an available clinician. If you book a specific clinician instead, you pay that clinician's own price. Most charge the standard ₱500; some have an approved higher price, never more than ₱5,000. The price is always shown as "Clinician's price" on the review screen before you confirm, so you never pay an amount you did not see first. A request already in progress keeps the price you were quoted even if the clinician's price changes afterwards.
You can pay by card, or with a QR Ph code you scan in your bank or e-wallet app. A card can be saved so the next booking is one tap. More wallets are being added, and the payment step of the booking wizard always shows the ones you can use right now.
If you cancel before a clinician takes your request, the fee is returned to you. A card refund goes back to the card you paid with. If you paid by scanning a QR code, our team returns the money to you directly, which takes a little longer. Either way the refund is recorded in Purchases.
There are two kinds. A coupon that covers the whole consultation skips the payment step entirely. A discount coupon takes a percentage off the price instead, so you still pay, with a card or e-wallet, just less — the app shows you the discount and the final amount before you confirm. Credential-approved clinicians can also issue single-use coupons bound to themselves; redeeming one locks your request to that clinician and shows you their availability. Applying any coupon holds it for that booking, so it cannot be used for another one at the same time; cancelling gives it back.
No. A coupon is held by the booking you applied it to, so while that request is open the code cannot be used for a second one — you will be told it has already been used. It is not gone, though. If you cancel the request, or the payment step expires before it is sent, the coupon is returned to you and you can book with it again straight away. It is only spent for good once a clinician takes your case. A coupon that allows several consultations works the same way, one booking at a time, up to its limit.
Whatever percentage the coupon is for, taken off the price of that particular consultation. A 10% coupon on a ₱500 consultation brings it to ₱450. If the clinician you are booking has their own approved price, the same percentage comes off that price instead, so the peso amount differs from one clinician to another. You still pay with a card or e-wallet, and the review step shows the full price, the discount and the final amount before you confirm. A discount coupon never changes what your clinician receives — Medee covers the difference.
If you paid by card, the refund is sent back to your card automatically and usually appears within a few working days, depending on your bank. If you paid by scanning a QR code, our team returns the money to you directly and will message you once it is on its way, which can take a little longer. Either way you keep the record of it in Purchases.
You get your money back. A case that is closed without being completed has no consultation to charge for, so Medee returns the fee and the clinician earns nothing from it. The refund follows the same path as any other: back to your card automatically, or returned by our team if you paid by scanning a QR code. Either way it is recorded in Purchases.
How Medee reaches you, and on which device.
Every feature that needs your attention — a clinician accepting your request, a new message, a document issued to you, an incoming call — writes a notification that arrives as a push and appears in your in-app feed, so the two never disagree.
No. Notifications meant for one app are delivered only to that app, so a clinician who also has the patient app installed does not receive clinician alerts there.
Call ringing deliberately bypasses the normal notification pipeline so it can ring natively and immediately, even when the app is not running.
Only if you ask it to. Care updates are mirrored to email when you opt in from Settings → Email notifications, and occasional product news can be switched off in the same place. Every Medee email includes an Open in Medee button that lands exactly where the update happened, plus a link to manage your email preferences. Sign-in and verification emails are always delivered.
Getting help, and reporting something that went wrong.
Open a support ticket from the app. You then chat in a dedicated support conversation, where the staff side always appears as "Medee Support". You can also reach support from a care request or a case, and that conversation stays in your inbox afterwards.
Yes. You can report another user, a system failure, or content. The first entry point is the report action in the case conversation, and reports land in a queue that Medee staff review.
No. Support keeps one conversation per care request and per case. Asking again about the same one continues the conversation you already have, so the person helping you can see everything you have said. Asking about something else opens its own conversation.
Yes. A closed support conversation stays in your inbox and you can read all of it. You cannot send new messages in it. If you need help again on the same request or case, open support from that screen and a new conversation starts.
Support can look into it with you and pass it to the team that handles refunds, but the refund itself is not issued from the chat. The same is true for changing the clinician on a case. Tell support what happened and they will take it from there.
What the AI does, and what it is never allowed to see.
One assistant: Pepe, the Medee AI. Pepe answers questions about the app and general health topics, and inside a case it becomes a case companion the clinician can open to summarise the case and help draft notes and documents. AI also triages incoming requests so urgent ones sort higher in the clinician queue, and summarizes a case once it closes.
Medee's automatic case triage and closure summaries run on de-identified text: names and identifying details are stripped before the request, and when the case is for a dependent it is the dependent's identity that is removed. When your clinician opens the assistant inside your case, it works on that case's own content so it can help them, under the same confidentiality rules that bind the clinician. AI runs under a signed data-protection agreement, and nothing you send is used to train anyone's model.
No. The AI can pre-fill a document for the clinician to review, but a clinician writes, signs, and issues every document.
No model runs on your phone. Your message goes to a hosted model, either through Medee's own server or over an encrypted connection to Medee's AI provider, which is bound by a data-protection agreement and does not use your data to train anything. Medee sets spending limits on it and can switch AI off entirely.
Yes. Pepe is connected to Medee's official FAQ knowledge base — the same answers published on this page — so you can ask how a feature works in plain language and get the official answer inside the app.
Who can read what, and how Medee enforces it.
You, and the clinicians on the case you asked them about, but only as far back as you allow. You set a sharing window, can set a different one for a single case, and can hide individual records; anything outside what you share shows a clinician nothing but a date. A clinician always sees the record of the case they are treating you for, and any record they wrote themselves. Every look, whether a clinician's or Medee staff's, is written to an activity log only you can read.
No. The only public reads on the platform are the document links you deliberately share, and the public clinician directory that clinicians opt into.
Partly. The product analytics behind Medee's own dashboards are Medee's own, held in Medee's own database with a retention window after which events are cleaned up, and that is what makes a deletion request able to reach them. Alongside that, the apps send usage and crash reports to Google, and app-open and link telemetry to Amplitude. Every provider Medee uses is named in the Privacy Policy, none of them is sent your health information, and Medee does not sell your data to anyone.
Your deletion request is queued for Medee staff, and the analytics rows that describe you are redacted as part of processing it.
Yes, in Settings under Record privacy. You pick a sharing window, from the last month to all time, starting at the last 3 months. You can set a different window for one case from that case's own Record privacy section in Case Settings, and it applies to that whole care team. You can hide a single record with Hide from clinicians on the record itself, so a clinician is never shown it. Anything outside what you share appears to them as a date and nothing more.
You get a request in the app naming the clinician, what they are asking for, and any reason they gave. You can approve it, decline it, or withdraw it later. An approval covers that one clinician on that one case and ends by itself when the case closes. Declining costs you nothing: the clinician still sees the record of the case they are treating you for.
Only in an emergency, and never quietly. A clinician on your case can take a wider view for 24 hours if they write down why, and you are told immediately with that reason and can withdraw it on the spot. Medee's owners are told as well, and a clinician can do this at most once on a case per day. It lands in your activity log like every other look.
Yes. Every time a clinician opens your records it is written to an activity log you can read: who looked, from which case, and which records, with repeat views inside a few minutes counted as one entry. Read it for a single record under Who viewed this, or as one feed under Record activity. You can also switch on a weekly email listing who viewed your records that week; it is off unless you turn it on.
Only through the same logged path a clinician uses, so a read by someone at Medee lands in the activity log you can read, with their name, just like a clinician's. Nobody at Medee edits your clinical records, and neither do you: a record is written by the clinician who issued it and stays as issued.