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Questions people ask
Answers about booking, paying, care at home and your records. If yours isn't here, send us a message — a person reads every one.
Booking
Booking a doctor
- How do I book a consultation?
- Create an account, choose a doctor, and pick one of the times they have open. You see the doctor's fee before you confirm, and the appointment is held once payment goes through.
- What do I need for the video call?
- A phone or computer with a camera, a microphone and a reasonably stable connection. The consultation opens in the MedicSewa app, or in your browser on a computer, at the appointment time.
- Can I choose a doctor by specialty?
- Yes. Doctors list the field they practise in, their qualifications and their years of experience, so you can pick on more than a name.
- Can I see a doctor without an appointment?
- Yes, in the MedicSewa app. Ask for a doctor now and the next doctor free takes your consultation; you pay once a doctor has accepted it. It is for something that can't wait for a booking but is not an emergency.
- Is MedicSewa available in Nepali?
- Yes. The app works in English and in Nepali; you can switch between them in its settings.
Payment
Paying
- How do I pay, and when?
- Payment is taken at the point of booking, through Khalti or by card. The fee shown at booking includes the consultation charge and any platform fee, and a receipt stays in your account.
- Can I pay for my family's care from abroad?
- Yes. Add your parents or children as family members on your account, book for them, and pay by card in US dollars. Their prescriptions and results are in your app as well.
- What does a membership give me?
- A membership is paid for once, for a set period. While it lasts, a share comes off every consultation and medicine delivery is free. It doesn't renew by itself; renewing adds its days to what you have left.
- What if I need a refund?
- Cancel a consultation more than 4 hours before it starts and you get the full fee back; if the doctor doesn't join, you are refunded automatically. Home visits and lab tests have their own rules, set out in our terms. A refund goes back the way you paid and usually reaches you within 7–14 business days.
Care
Care, tests and home visits
- Can a doctor prescribe medication after a video consultation?
- A doctor can issue a prescription where they judge it clinically appropriate. That decision is the doctor's, not the platform's, and some conditions cannot be treated safely without an in-person examination.
- Can I have lab tests done at home?
- Yes. Order tests or a health package in the app, or the ones your doctor asked for, and a lab technician comes to take the sample at a time you choose. The results come to the app, each one beside its normal range and explained in plain words once your doctor has accepted the report.
- Can I book a nurse to come home?
- Yes: for nursing care, care for an older parent, care after an operation, for a mother and her newborn, or palliative care. You see the nurse's name before they come and can follow them on the way.
- Is this suitable for an emergency?
- No. Telehealth is not for urgent or life-threatening situations. Contact emergency services or go to your nearest emergency department instead.
Records
Your records
- Who can see my medical records?
- You, and the doctors you consult. A laboratory or nurse sees what they need for the test or visit you booked, and if a family member manages your care from their account, they see it too. Records are not sold and are not shared for advertising. Our privacy policy sets out what is collected, how long it is kept, and your rights over it.
- Can I get a copy of my health record?
- Yes. The app puts together a health summary from your record that you can print or save, to take to a doctor or hospital outside MedicSewa.
- Can I keep my family's records in my account?
- Yes. Add your parents or children as family members: you can book and pay for their care, and their prescriptions and results stay with their own record, in your app.
- How are doctors checked?
- Every doctor submits their Nepal Medical Council registration number and supporting documents, and an administrator reviews them before the doctor can accept appointments.
Still stuck
Ask us directly
Send us a message and a person will reply by email. Or write to [email protected] or call +977 9852836243. For anything about your data or your rights over it, the privacy policy may already answer you.
Send us a messageIf someone is seriously unwell, do not wait for a reply. Contact emergency services or go to your nearest emergency department.