PriviHealth — 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.
1. Definition of Telemedicine Service
PriviHealth's telemedicine service is a remote healthcare service that 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.
2. Partner Doctors
2.1 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
2.2 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
3. The Consultation Process
3.1 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
3.2 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
3.3 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
4. Prescription Issuance
4.1 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
4.2 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
5. Laboratory Test Referral Letters
- 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
6. Confidentiality and Non-Discrimination
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
7. Mandatory Reporting
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.
8. Informed Consent
8.1 General Consent
By initiating a consultation session, you provide informed consent covering:
- Consent to receive telemedicine services via text chat
- Acknowledgment of the inherent limitations of a chat consultation without physical examination
- Consent for the Partner Doctor to access your health profile
- Acknowledgment that your chat log is stored as part of your electronic medical record
8.2 HIV Testing Consent
Before issuing an HIV test referral letter, the Partner Doctor will:
- Provide pre-test counseling
- Explain the test procedure, the meaning of possible results, and their implications
- Obtain your explicit consent for HIV testing
- Confirm that HIV testing is entirely voluntary
- Provide information on support services available for all possible results
9. Emergency Situations
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.
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.
10. Service Quality and Complaints
- 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]
11. Electronic Medical Records
- 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
12. Special Provisions for HIV Services
12.1 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
12.2 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
13. Regulatory Compliance
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
14. Telemedicine Service Contact
For telemedicine service inquiries, contact:
- Email: support@privihealth.com
- Medical Team: support@privihealth.com — Subject: [MEDICAL]
- Address: Bali, Indonesia
- Emergency: 119