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Embermed Patients
Support Center

How Can we Help you?

Frequently Asked Questions

Questions? We’re here to help. Check out our app walkthrough videos, or find the information you’re looking for in our list of frequently asked questions.

General Questions

To update your medical history, open the account tab. Under the profile tab, input any chronic diseases and medications.

At this time, appointment scheduling with your doctor(s) is conducted off the EMBER platform. For on-demand doctor requests and immediate consultation, no appointment scheduling is necessary.

With EMBER, you have full access and control over your health records. We only share their health records with responding physicians, and our encryption methods keep their personal information protected. All platforms are HIPAA compliant.

Payment

The price of each video/audio call depends on which doctor you’re seeing. Prices for video/audio calls with on-demand doctors, available for immediate consultation, are as follows:

General Practitioner 35LE for the first 15 minutes 21LE for each additional 10 minute extension
Specialist 70LE for the first 15 minutes 45LE for each additional 10 minute extension
Psychiatrist 70LE for the first 15 minutes 45LE for each additional 10 minute extension

COVID-19: All calls for the duration of the COVID-19 outbreak are 50% off the above prices.

At this time, appointment scheduling with your doctor(s) is conducted off the EMBER platform. For on-demand doctor requests and immediate consultation, no appointment scheduling is necessary.

The price of each live text consultation depends on which doctor you’re seeing. Prices for live text consultations with on-demand doctors, available for immediate consultation, are as follows:

General Practitioner 25LE for the first 15 minutes 15LE for each additional 10 minute extension
Specialist 50LE for the first 15 minutes 15LE for each additional 10 minute extension
Psychiatrist 50LE for the first 15 minutes 15LE for each additional 10 minute extension

COVID-19: All live texts for the duration of the COVID-19 outbreak are 50% off the above prices.

Doctors added to your “My Doctor” list have the ability to set their own pricing for video/audio calls. You can access their price list before making a call by visiting their profile page.

The price of your lab test will vary depending on the kind of test ordered, as well as the sample collection method chosen (home or on-site). Lab tests ordered through the EMBER app always receive a 15% discount from those ordered on-site.

EMBER accepts all major credit cards and Vodafone Cash. To use Vodafone Cash: Send funds in your desired amount to +201097360907. ONLY send funds using the phone number linked to your EMBER account. Funds will be available in your account’s “Wallet” upon transfer.

If you cancel a call or live text before a doctor accepts your request, payment will be reversed and you will not be charged. In the case that your payment is not reversed, please contact our support team at contact@embermed.com.

Specialties

Psychiatrists are medical doctors that diagnose mental illness, prescribe medication, and help patients manage ongoing treatment. Psychologists or psychotherapists are not doctors and cannot prescribe medications; however, they can help patients suffering from depression, anxiety, or family, relationship, work-related stress through routine talk therapy

A nutritionist is an expert (sometimes self-appointed) in the use of food and nutrition to promote healthy lifestyles and manage diseases. While “nutritionist” is a broad term that requires no license, a clinical nutritionist is licensed to work in clinical settings to help patients address specific medical issues, including hypertension or diabetes, through proven dietary strategies and nutritional therapies.

Connecting with a Doctor

There are three ways to add your doctor:

  • Scanning or Uploading Your Doctor’s Unique QR Code:
    • If you receive their unique QR code via email or SMS:
      • Tap and hold the image to save it to your photos.
      • From the Doctors tab, tap the QR icon at the top right corner.
      • Choose “gallery” and upload your image.
    • If you receive their unique QR code via a card or brochure:
      • From the Doctors tab, tap the QR icon at the top right corner.
      • Choose “camera” and hover over the QR code until the screen refreshes.
  • Immediately After a Call:
    • Tap the “Add My Doctor” button at the end of any call with your doctor.
  • From Your Medical Report History:
    • Open the Requests tab.
    • Tap a call or live text report from the doctor you want to add.
    • Tap the “Add My Doctor” button at the top of the medical report.
  • Once your doctor approves your add request, their name will appear here (please allow your doctor 24-48 hours).

To call your doctor:

  • open the Doctors tab.
  • Tap the red phone icon to begin a video/audio call.
  • Tap the blue message icon to begin a live text consultation.

To connect with an on-demand doctor:

  • open EMA.
  • Choose from General Practice, Mental Health, or Other Specialties.
  • Provide symptoms and additional details.
  • You will be prompted for payment before the call begins.

Yes. Before the end of the first 15 minute time period, you will have the option to extend the call for an additional 10 minute period. Additional charges apply. See the payment section for more information.

After each call, your physician is required to complete a medical report that keeps a record of your symptoms, treatment plan, follow-up appointment details, and prescriptions, if applicable.

  • Open the requests tab.
  • Choose “Completed”.
  • Tap any prior request to access the corresponding report.

To order a lab test:

  • open EMA.
  • Choose a lab test, or upload an image of the test ordered by your doctor.
  • Choose your city, method of sample collection, and method of payment.
    • If you chose home pickup for your sample collection, save the verification code to show to the lab technician.

Yes. Due to increased demand during the COVID-19 outbreak, we have expanded our services to the greater MENA region. Any resident in the following countries will be able to connect with an Egypt-based doctor:

  • Egypt
  • Lebanon
  • UAE
  • Qatar
  • Bahrain
  • Kuwait
  • Oman
  • Iraq
  • Saudi
  • Algeria
  • Tunisia
  • Morocco

Note: At this time, all available physicians are based in Egypt.

Have questions? Our care team is here to support you 24/7.

Send us a message on contact@embermed.com, or click on the button below and fill the form and we will respond ASAP