Online Healthcare Isn’t Real Healthcare? Myths and the Facts

“My doctor is on my phone now,” says one member of a Sunday chama in Kisumu, and the room splits. Half the group is curious. The other half has questions. Is that a real doctor? How can anyone treat you without touching you? And who else is listening?

Those are fair questions. Trust in healthcare is earned, and online care should be held to the same standard as any clinic. Here are seven common myths and what is actually true.

Myths about the professionals

Myth: “Online doctors aren’t real doctors.”

Fact: On a responsible service, the person you consult should be a qualified professional registered with the same regulator as a clinician in any hospital: the Kenya Medical Practitioners and Dentists Council (KMPDC) for doctors, the Clinical Officers Council for clinical officers, the Nursing Council of Kenya for nurses and midwives, and the Kenya Counsellors and Psychologists Board for counsellors and psychologists. A licence doesn’t disappear when the consultation moves to a screen. Most regulators publish registers or verification tools on their official websites, so you can check for yourself. Our guide Meet the Professional, Not Just the Profile explains how.

Myth: “You can’t be diagnosed without being touched.”

Fact: This one is partly true, and honesty matters here. For many conditions, the conversation, which clinicians call “taking a history”, does much of the work: when the problem started, what it feels like, what makes it better or worse, your past illnesses and your medicines. That is why doctors ask so many questions even in person. But some things genuinely need an examination or tests: a lump, persistent abdominal pain, an ear problem, a chest that needs listening to. A good online clinician knows the difference and will ask you to be seen in person when needed.

Myths about safety and privacy

Myth: “Telemedicine is for emergencies.”

Fact: It is the opposite. Emergencies need immediate in-person care. Call 999 or 112, or go to the nearest emergency department, for chest pain, severe difficulty breathing, signs of stroke (think FAST: Face drooping, Arm weakness, Speech difficulty, Time to call for help), heavy bleeding, a seizure, a serious injury, or a child who cannot drink, vomits everything, has fits or is unusually sleepy. Telemedicine is best for non-urgent concerns, follow-ups and advice on where to go.

Myth: “Online consultations aren’t private.”

Fact: Privacy is protected by law, but it also depends on the service and on you. Kenya’s Data Protection Act, 2019 treats health data as sensitive personal data, and the Office of the Data Protection Commissioner oversees compliance. The Patients’ Rights Charter also includes confidentiality. A responsible service should explain how it stores your information and who can see it.

On your side: find a private space, use earphones, lock your phone, and don’t post results or photos in family WhatsApp groups unless you choose to. For sexual, reproductive or mental health questions, many people find a call from a private room feels more discreet than a busy waiting area.

Myths about who it’s for and what it replaces

Myth: “It’s only for young, tech-savvy people.”

Fact: Some of the people who benefit most are older adults managing presha or sugar, for whom repeated journeys can be tiring and costly. Many consultations work on a simple voice call. A son, daughter or neighbour can help set things up the first time, with the patient’s permission. And in-person care remains there for anyone who prefers it.

Myth: “It replaces hospitals.”

Fact: It doesn’t, and it shouldn’t. Tests, scans, vaccinations, procedures, admissions, and emergency care all happen in facilities, from dispensaries and health centres to county and national referral hospitals. Telemedicine is one more door into the same health system. Used well, it helps people reach the right facility at the right time and saves trips that aren’t needed.

Myth: “Online care has no follow-up.”

Fact: Good online care ends with a plan: what to do next, when to review, which tests to get, and when to seek urgent help. Clinicians call that last part “safety-netting”. The plan may include a follow-up booking, a lab request or a referral for in-person care. If a consultation ends without a clear next step, ask: “What should I do if this doesn’t improve?”

How to tell responsible telemedicine from risky online health advice

Not everything that looks like online healthcare is healthcare. A “doctor” on social media selling a cure is not a consultation.

Signs of responsible telemedicine:

·         You know the professional’s full name, profession and registration, and can verify them.

·         They ask thorough questions about your symptoms, history and medicines.

·         They are honest about limits and refer you in person when needed.

·         Costs are clear before you start.

·         They explain how your privacy is protected and how records are kept.

·         You leave with a plan and clear advice on when to seek urgent care.

See it for yourself

Healthy scepticism is a good thing, and the best way to settle it is to check. On Ask RemoHealth, you can read professionals’ profiles before you book and choose an in-person or online consultation where offered.

If you are a licensed professional (doctor/specialist, clinic, hospital, laboratory, or pharmacy), register on askremohealth.com and show what responsible telemedicine looks like