Request manual outpatient GL if HealthMetrics portal/system is down.

If you're a HealthMetrics panel hospital and if you think you've experienced the portal/system experiencing downtime due to scheduled system maintenance. Here's what you should do when a HealthMetrics patient walks-in.

1. Reach out to our HealthMetrics support team by either:
   • Calling our support line at 016-699 9464 or
   • WhatsApp message us at 016-247 6229 to further verify if the portal is experiencing system downtime/maintenance.
     
     
2. Our Support team will advise the panels on the expected completion time of the scheduled system/portal maintenance and on when they can resume to login to the HealthMetrics portal/system to check in/apply GL.
   
   
3. Panel hospitals should check & query with the patient that he/she is covered under HealthMetrics. For verification, please politely ask/query if the patient is covered under HealthMetrics or even better, request the patient to show the patient profile from the HealthMetrics mobile app to prove that he/she is covered under HealthMetrics, if accessible.
   
   
4. Email the completed information below to [e-mail]
   
   Name of patient:
   NRIC/Passport no. of patient:
   Patient's contact no.:
   Appointment date (if any):
   Panel hospital name: 
   Specialist type/discipline: E.g., Accident & Emergency department
   Attachment of supporting documents (referral letter/appointment card):
    
5. Once the above steps 1-4 are done, advise to contact us at 016-699 9464 or WhatsApp us at 016-247 6229 to inform us that you have emailed the information and requested for a manual outpatient GL.
   
   
6. If the portal/system downtime incidence happens anytime between 11:00 pm - 8:30 am, please do steps 1-5 above and the relevant team/persons will revert and be in touch with after 8:30 am on the outcome of the GL processing/decision. 
   
   
7. For the sake of the patient's health and condition(s), kindly allow the patient to proceed to undergo consultation/treatment while waiting for the manual GL to be processed by our relevant team.