PriviHealth Legal

Telemedicine Service Terms

(Chat-Based Consultation)

This telemedicine service is governed by the Regulation of the Minister of Health of the Republic of Indonesia No. 20 of 2019 on the Implementation of Telemedicine Services Between Health Care Facilities, and other applicable regulations.

Effective Date

July 1, 2025

IMPORTANT: This service is not an in-person consultation and cannot replace direct physical examination. In a medical emergency, immediately call 119 or go to the nearest hospital emergency room.

01Definition of Telemedicine Service

PriviHealth's telemedicine service enables patients to communicate with licensed Partner Doctors through a text-based chat platform. This service is NOT an in-person consultation and cannot replace direct physical examination.

02Partner Doctors

Qualifications, responsibilities, and ethical obligations of Partner Doctors, including response time, medical record standards, and when they may refer you to in-person care.

Qualifications

All Partner Doctors hold an active Registration Certificate (STR) issued by the Indonesian Medical Council (KKI)
Partner Doctors hold a valid Practice License (SIP)
Partner Doctors have undergone specialized training in sexual health
Partner Doctors are subject to the Indonesian Medical Association (IDI) code of ethics
Each Partner Doctor's identity and STR number are verifiable by patients before a consultation begins

Partner Doctor Responsibilities

Provide a first response within 30 minutes during service hours
Conduct a comprehensive medical interview (anamnesis) before providing any medical advice
Document consultations in accordance with applicable medical record standards
Refer patients to in-person healthcare facilities when conditions cannot be safely managed via telemedicine
Maintain patient medical confidentiality at all times
Decline to provide medical advice when the available information is insufficient for a safe assessment

03The Consultation Process

Step-by-step overview of before, during, and after your chat consultation to ensure you receive safe and effective care.

Before the Consultation

Register your account and complete your health profile
Select the consultation service and complete payment
Join the prepared chat session
You will be matched with an available Partner Doctor

During the Consultation

Provide complete and honest medical information
Answer all Partner Doctor questions clearly and in detail
Disclose your full allergy history, current medications, and any other relevant medical conditions
Do not withhold information relevant to your condition
Ask for clarification if you do not understand any medical advice or instructions

After the Consultation

A consultation summary and treatment instructions are available in your chat history
Prescriptions (if issued) are sent electronically to our partner pharmacy
Laboratory referral letters (if issued) are available for download
Follow-up with the same Partner Doctor can be scheduled if needed

04Prescription Issuance

Conditions for prescription issuance, medication categories available, limitations, and refill policies.

Prescription Conditions

Medications are only prescribed based on the Partner Doctor's clinical assessment. There is no guarantee that a consultation will result in a prescription being issued.

Partner Doctors may issue prescriptions in the following sexual health categories:

PrEP (Pre-Exposure Prophylaxis) for HIV prevention
PEP (Post-Exposure Prophylaxis) for post-exposure HIV prevention
Antiretrovirals (ARVs) for HIV management (with referral to partner facilities)
Antibiotics and antivirals for STI treatment
Erectile dysfunction and sexual performance medications
Hormonal contraceptives

Prescription Limitations

Narcotic and psychotropic drugs cannot be prescribed via telemedicine
Partner Doctors retain the right to decline issuing a prescription based on their clinical judgment
Issued prescriptions are valid per applicable Ministry of Health regulations
Prescription refills require a new consultation

Narcotic and psychotropic drugs cannot be prescribed via telemedicine.

05Laboratory Test Referral Letters

STI and HIV test referrals, result confidentiality, and follow-up consultations.

Partner Doctors may issue referral letters for HIV tests (Antigen/Antibody, HIV RNA), syphilis, gonorrhea, chlamydia, hepatitis B/C, and other STI panels
Laboratory results are strictly confidential and accessible only by you and the referring Partner Doctor
Your Partner Doctor will discuss your results with you in a follow-up consultation
For a positive HIV result, the Partner Doctor is obligated to explain next steps per clinical protocol and provide referrals to comprehensive HIV care services

06Confidentiality and Non-Discrimination

Your sexual health information is strictly confidential. We are committed to stigma-free, respectful, and inclusive care for all.

All your sexual health information — including HIV status, sexual orientation, and sexual history — is STRICTLY CONFIDENTIAL. Partner Doctors and all staff are bound by medical confidentiality obligations.

We are committed to:

Not discriminating against patients on the basis of HIV status, sexual orientation, gender, or any other personal characteristic
Providing dignified, stigma-free services
Training Partner Doctors and staff in cultural competency and LGBTQ+ sensitivity

07Mandatory Reporting

Situations where Partner Doctors may be legally required to report to authorities under Indonesian law.

Under applicable Indonesian law, Partner Doctors may in certain circumstances be required to:

Report notifiable communicable diseases to the local Health Office (Dinas Kesehatan)
Report suspected violence to the relevant authorities

We will notify you before making any such mandatory report, unless prohibited from doing so by law.

09Emergency Situations

This platform is not an emergency service. Know when and how to seek immediate emergency care.

If the Partner Doctor assesses that your condition requires emergency or in-person care, they are obligated to terminate the consultation and refer you to the appropriate healthcare facility immediately.

MEDICAL EMERGENCY: If you experience emergency symptoms — difficulty breathing, chest pain, loss of consciousness, a severe allergic reaction, or other emergency symptoms — IMMEDIATELY CALL 119 or go to the nearest hospital emergency room. DO NOT wait for a response from our telemedicine service.

10Service Quality and Complaints

How to rate your consultation, submit complaints, and escalation to relevant authorities if needed.

You have the right to rate and review every consultation session
Service-related complaints may be submitted to our team and to the local Health Office
Doctor ethics complaints may be submitted to the Indonesian Medical Discipline Honorary Assembly (MKDKI)
All complaints are addressed within 5 (five) business days
Complaints email: support@privihealth.com — Subject: [MEDICAL COMPLAINT]

11Electronic Medical Records

How your consultations, prescriptions, and records are stored, accessed, and shared securely.

All consultations, prescriptions, and referral letters are recorded as part of your electronic medical record
Your medical records are accessible and downloadable by you at any time through the platform
Partner Doctors may only access records relevant to the condition under consultation
Electronic medical records are stored per standards set by Ministry of Health regulations and the Electronic Information and Transactions Law (UU ITE)
You may request copies of your medical records to share with other healthcare providers

12Special Provisions for HIV Services

Important information for PrEP, PEP, and HIV care consultations, including monitoring and follow-up requirements.

PrEP (Pre-Exposure Prophylaxis)

PrEP consultations include risk assessment, side effect discussion, and an explanation of monitoring requirements
The Partner Doctor will review tests required before starting PrEP (HIV, Creatinine, Hepatitis B)
PrEP prescription renewal requires a follow-up consultation every 3 months

PEP (Post-Exposure Prophylaxis)

PEP must be initiated within 72 hours of possible HIV exposure. If you need PEP urgently, contact our team immediately or visit the nearest healthcare facility. We provide a priority consultation track for PEP cases.

PEP consultations are prioritized and targeted to complete within 1 hour during service hours
The Partner Doctor will assess the exposure event and determine PEP eligibility
Monitoring during and after PEP is conducted through scheduled follow-up consultations

PEP must be initiated within 72 hours of possible HIV exposure. If you need PEP urgently, contact our team immediately or visit the nearest healthcare facility.

13Regulatory Compliance

Laws and regulations that govern our telemedicine services in Indonesia.

Our telemedicine services comply with:

Law No. 17 of 2023 on Health
Ministerial Health Regulation No. 20 of 2019 on the Implementation of Telemedicine Services
Ministerial Health Regulation No. 269 of 2008 on Medical Records
Law No. 27 of 2022 on Personal Data Protection
Law No. 11 of 2008 on Electronic Information and Transactions (UU ITE)
BPOM regulations on online pharmaceutical sales
Ministerial Health Regulation No. 14 of 2021 on Risk-Based Business Licensing Standards in the Health Sector

14Telemedicine Service Contact

How to contact our medical team for telemedicine inquiries and support.

Email: support@privihealth.com
Medical Team: support@privihealth.com — Subject: [MEDICAL]
Address: Bali, Indonesia
Emergency: 119

NEED HELP?

We're here for you.

For telemedicine inquiries, medical questions, or any concerns, contact our team.

Email General

support@privihealth.com

We respond within 3 (three) business days.

Medical Team