You may want to know
Frequently Asked Questions
What information is required to register Gold E
All you need is your full name, phone number and the first four numbers of your ID card or valid travel document.
What documents do I need to bring when attending the consultation?
You just need to bring along your identification documents (such as Hong Kong Identity Card, valid travel documents). However, it would be useful if you could provide the followings :
– Referral letter – Insurance documents – Drugs currently being taken
– Medical records and past medical examination results
Does Gold E accept offline payments?
At present, Gold E only accepts credit cards such as Visa, MasterCar, America Express and Alipay and WeChat Pay for online payment.
Can I use the medical vouchers of the Elderly Health Care?
No. Only online payment is currently accepted.
Can I change or cancel an appointment request or confirmed appointment?
After payment, there will be no refund, but a request to change the appointment time can be accepted(free of charge one time only).
Using Gold E video to see a doctor, can I get medications, medical certificates and/or referral letters?
Not. The video doctor’s consultation is based on the preliminary understanding of the patient’s condition and the completion of an accurate diagnosis. Based on his professional judgment, the patient needs to go to the clinic or hospital for examination by the doctor, he may issue medical certificate (such as a sick leave certificate) and/or a referral letter and/ Or prescribe drugs to you.
Can I record my video consultation?
No. During the video consultation medical practitioner is not allowed to record any screenshots, photographs, audio or video recordings of any part of the consultation or any part of the Gold E application interface, also you (and anyone accompanying you during your consultation) are also not allowed.
How to make an appointment with doctor
You can make an appointment by using the apps communication functions, such as in apps chat or services hotline to contact your service master.
How to become a premium member and is there any fee?
To upgrade your member to Gold E premium member, you need to pay HK$300 in the Gold E app.
What services are included?
Services include, assigned service master, priority appointments, shorter queue time, online video pre-consultation (if necessary), insurance claim assistance, online and offline follow up your medical needs.
Are my personal data and consultation records safe?
The company committed to processing your Data in accordance with the required standards. The company may collect, use and hold all kinds of different information about you. We will comply with laws, rules, guidelines, regulations and/or requirements issued by applicable government authorities, courts, law enforcement, or other regulatory authority.
Will my video medical consultation be recorded?
No. Gold E will not record any medical consultation between you and the doctor or the hospital / medical clinic.
How to change the contact number? Will it affect my past records?
If you change the contact number, you can change it in the app. Will not affect past records.
Can I delete my Gold E account?
Yes. If you want to cancel your Gold E account, you may obtain the termination form by email to customer service (xxx@golde.com) or calling Gold E hotline xxxxxx. After receiving the completed termination form, the account will generally be terminated within seven (7) working days.
