These guidelines set clear rules for online healthcare to keep everyone safe, protect your personal information, and make sure services are reliable.

They are for:

• Companies that offer online healthcare services.
• Doctors, dentists, nurses, and other healthcare professionals who are officially registered.
• People who create policies and develop systems for online healthcare.

The Ministry of Health (MOH) developed these guidelines with help from various MOH departments and other organizations like the Malaysian Medical Council (MMC), Malaysia Productivity Corporation (MPC), National Cyber Security Agency (NACSA), and Futurise Sdn. Bhd.

No, these are suggestions for best practices. They are not meant to replace a doctor’s judgment or existing local rules. Healthcare providers should adjust them based on what each patient needs. However, these guidelines will be used as a foundation for future laws and regulations.

Virtual clinics can provide online consultations, diagnoses, treatment plans, and follow-ups. These services must meet high standards of care and follow professional conduct rules, using secure technology platforms, mobile apps, or websites.

The guidelines cover:

• Online consultations (video, audio, or text).
• Electronic prescriptions and medication delivery.
• Remote monitoring of patients.
• Online appointment booking and follow-ups.

You can get:

• Non-emergency medical care.
• Follow-up care for long-term conditions (like high blood pressure).
• Group counseling (for nutrition, rehabilitation, or psychology).
• Referrals to specialists.
• Support services (like medication delivery and lab test coordination).

OHS cannot be used for:

• Emergency care.
• Psychiatric conditions that need a physical examination.
• Complicated medical treatments.
• Delivery of controlled drugs by mail.

OHS is not for:

• Children who are not with an adult.
• People with mental disabilities who are not with an adult.

It’s a secure app or website that connects patients with licensed healthcare professionals.

This includes doctors, dentists, pharmacists, nurses, and allied health professionals who have valid licenses to practice in Malaysia.

This refers to your personal and medical information that must be protected by law.

It’s a digital prescription signed by a licensed doctor or dentist, sent securely to a pharmacist through an OHS platform.

A company must be registered with the Companies Commission of Malaysia (CCM) and have a proper address and management team.

Yes. The board or senior management must include:

• A registered doctor.
• A licensed pharmacist (if the platform offers e-pharmacy services).

Yes. Even if services are online, the platform must have a physical office in Malaysia.

Yes, but:

• Advertisements must follow the Medicines (Advertisement and Sale) Act 1956 and all other relevant laws and guidelines.
• Doctors cannot promote themselves or make exaggerated claims.

Patients must:

• Confirm their identity and eligibility.
• Give their consent for each consultation session.
• Be securely registered before using the service.

Yes. Platforms must offer secure video, email, chat, and/or text messages, and prevent unauthorized access.

Yes, for record-keeping purposes—but only with strict confidentiality and your consent. Medical records must be stored safely.

Platforms can automatically match patients based on their needs, but this must be done fairly and without favoritism.

The system must automatically log out or end a session after a period of inactivity and should allow for rescheduling.

Platforms must use:

• Encryption (scrambling data to protect it).
• Access controls (limiting who can see your data).
• A data classification system.
• Compliance with the Personal Data Protection Act (PDPA) 2010.

Data must be stored on certified secure servers or in the cloud.

Patients or their guardians own their personal medical data. The platform is responsible for keeping this information safe and ensuring it is recorded and protected.

Only with:

• Your written consent, or
• When legally required.

The platform must report it immediately and follow legal procedures for data breaches.

No. Doctors must:

• Be registered with the Malaysian Medical Council (MMC) or a relevant body.
• Have a valid practicing certificate.
• Provide online services through an OHS platform.
• Be trained to use the platform.

Yes. You must give informed consent, either in writing or electronically, before any online consultation takes place.

Doctors must:

• Introduce themselves.
• Confirm your identity.
• Explain what the session will cover and its limitations.
• Get your informed consent before starting.

Yes. A doctor can end or refuse a session if:

• Your case requires a physical examination.
• You are a minor or a mentally unsound person without an adult present.
• You are not cooperating.
• Internet or platform issues prevent safe service delivery.

No. Only the platform’s secure official tools can be used to protect your privacy.

They must maintain the same level of professionalism as in physical consultations, including proper record-keeping, confidentiality, and legal compliance.