FAQ
Answers to common questions about booking providers, paying with EcoCash and OneMoney, managing your account, and using Doctorly as a patient or provider.
Questions about general
What is Doctorly?
Doctorly is Africa's provider-finding platform, currently live in Zimbabwe. We connect patients with verified providers, show real-time availability, and handle medical aid verification and claims submission in one place.
Who can use Doctorly?
Doctorly is currently live in Zimbabwe, so anyone there looking to see a provider can use it, whether you have a medical aid plan or prefer to pay out of pocket. Providers can also use Doctorly to manage bookings, consultations, and claims.
Is Doctorly a healthcare provider?
No. Doctorly is the software a practice runs on and the place patients find and book one. Every provider listed is an independent professional, registered with their own regulator and responsible for their own clinical decisions. Doctorly does not deliver care or give medical advice, and it is independent of both the providers listed and the medical aid societies it works with.
Is my data kept private?
Yes. Health information is encrypted in transit and at rest, and access is restricted to the provider you book with. Doctorly holds a Tier 1 data controller licence from POTRAZ and operates under Zimbabwe's Cyber and Data Protection Act, with an appointed data protection officer you can contact directly. The full detail is in our Privacy Policy, Data Protection Policy and Cookie Policy.
How do I contact support?
Email support@usedoctorly.com or use the in-app help centre. Our team responds within one business day.
Questions about patients
How do I know Doctorly providers are legitimate?
Every provider is verified against their professional register before their profile goes live. In Zimbabwe, where Doctorly is live, that is the MDPCZ for doctors or the AHPCZ for allied health professionals such as therapists, counsellors, and nutritionists. We repeat this on a defined cycle and suspend any provider whose credentials lapse.
What should I look for when choosing a provider?
Consider specialty, location, and availability, and check whether the provider is in-network with your medical aid. Doctorly shows all of this upfront so you can make an informed choice.
Can I use telehealth instead of in-person?
Yes. Many providers on Doctorly offer virtual consultations. You'll see availability for both in-person and telehealth when browsing profiles.
How do I book an appointment?
Search by specialty, location, or medical aid, then pick an available slot directly on the provider's profile. You'll receive a confirmation and reminder via SMS and email.
Can I book for a family member?
Yes. Once you create an account you can add dependants and book on their behalf, including children covered under your medical aid plan.
What happens if I need to cancel or reschedule?
You can cancel or reschedule up to 2 hours before your appointment at no charge directly from your bookings dashboard.
Are specialist referrals required?
It depends on your medical aid plan. Doctorly shows you whether a GP referral is required for each specialist before you book, so there are no surprises.
Questions about providers
How do I join Doctorly as a provider?
Start at the provider signup. There are two short steps. First we verify your credentials (practising certificate and ID) within 48 hours. Then you submit your go-live documents (HPA licence, city council licence and tax clearance certificate), which we also review within 48 hours. Once those are approved, your profile goes live on the marketplace automatically.
What does Doctorly cost for providers?
See the Pricing page for current plans. There is a monthly subscription and no per-booking commission. The price you see is the price you pay.
Can I set my own availability and fees?
Yes. You have full control over your schedule, consultation lengths, and fees. Update them any time from your portal.
How are claims submitted to medical aid societies?
Claims are submitted electronically on your behalf immediately after each consultation. Most medical aid societies settle within 5–10 working days.
Can I use Doctorly alongside my existing practice software?
Yes. Doctorly can run as a standalone system or complement an existing EMR. We support CSV exports and integrations for most major practice management tools.
Do you support both in-person and telehealth?
Yes. You can accept in-person, telehealth, or both. Each consultation type can have its own fee and duration.
Questions about billing and coverage
Which medical aid societies does Doctorly support?
Doctorly is live in Zimbabwe and integrates with every medical aid society there. Your exact cover and out-of-pocket cost are shown before you confirm any booking.
How does medical aid verification work?
You enter your membership number at the time of booking. Doctorly checks your coverage in real-time and shows your exact patient liability before you confirm.
Is Doctorly free for patients?
Yes, patients always pay nothing to use Doctorly. You only pay your normal copay or consultation fee, which we show you before you confirm the booking.
What if my medical aid does not cover the full consultation?
Doctorly shows any shortfall amount before you confirm. You can pay the difference via EcoCash, OneMoney, Visa, Mastercard, or Paynow at checkout.
Can I pay out of pocket without medical aid?
Absolutely. Self-pay is always an option. Consultation fees are displayed clearly on each provider's profile so you know the cost upfront.
Are there any hidden platform fees?
No. Doctorly never charges patients a booking or platform fee. The price shown is the price you pay.
How long does reimbursement take?
Medical aid societies typically settle claims within 5–10 working days. Any shortfall paid at the time of booking is non-refundable unless the appointment is cancelled within policy.