Frequently Asked Questions


Program Overview

What is the Best Life Wellness Program?

The Best Life Wellness Program is a comprehensive wellness program designed for selected Maxicare members who are diagnosed with or are at risk of developing hypertension, diabetes, or high cholesterol. The program aims to help members manage their condition and maintain a healthier lifestyle.
 
As an exclusive member, you can enjoy:


  • Free medicines including Amlodipine, Losartan, and over 30 other essential medicines delivered directly to your home,
  • Laboratory tests at your home or at a Maxicare Primary Care Clinic (PCC),
  • Consultations with doctors from Maxicare’s Primary Care Network,
  • Free consultations with our nutritionists, and
  • Exclusive access to events designed for your end-to-end wellness.

Enrollment to the Best Life Wellness Program is open to selected Maxicare members who are diagnosed with or are at risk of developing hypertension, diabetes, or high cholesterol. Only members with a delivery address within Metro Manila or Metro Cebu are eligible to join.

Do I have to pay for anything to enroll in the program?

Enrolling in the Best Life Wellness Program is entirely free-of-charge.


Availing of services such as laboratory tests and doctor consultations under Maxicare’s Primary Care Network will allow you to maximize your Maximum Benefit Limit.

What areas are covered by the Best Life Wellness Program?

The Best Life Wellness Program covers Metro Manila and Metro Cebu for now but may expand to more locations in the future. Members outside Metro Manila and Metro Cebu can still join the program as long as they have access to an address in Metro Manila and Metro Cebu for medicine deliveries and laboratory tests. Members can also have laboratory tests done at their nearest Maxicare Primary Care Center.

What conditions are covered by the Best Life Wellness Program?

The Best Life Wellness Program covers hypertension, diabetes, and high cholesterol for now. The program may expand to include other chronic conditions in the future.

Program Membership

Am I eligible for the Best Life Wellness Program?

Enrollment to the Best Life Wellness Program is open to selected Maxicare members who are diagnosed with or are at risk of developing hypertension, diabetes, or high cholesterol. Only members with a delivery address within Metro Manila or Metro Cebu are eligible to join.

How are members selected for the Best Life Wellness Program?

Members are selected based on their health status, disease severity, medical insurance utilization, and other risk factors.

Why was I chosen for this program?

We selected candidates for the program based on their health profile, risk factors, and healthcare spend.
 
By joining the Maxicare Best Life program, we can detect the disease early, or prevent any further progression that might lead to hospitalization.

How do I enroll into the program?

To become a member, fill out the enrollment form at bestlife.medgrocer.com/enroll/member-details. You will receive an email acknowledging your enrollment immediately after you enroll and an SMS confirming your eligibility to join the program within one working day.

Can I give my benefits to someone else?

Only selected Maxicare members who are diagnosed with or are at risk of developing hypertension, diabetes, or high cholesterol may participate in the program.

Are my dependents also covered under the Best Life Wellness Program?

Your dependents may participate in the program if they are a Maxicare member who is diagnosed with or is at risk of developing hypertension, diabetes, or high cholesterol and is selected to participate in the program.

I am no longer interested in the program. How can I withdraw?

You may email mg-bestlife@maxicare.com.ph to withdraw your membership from the program. Our team will reach out to you to confirm your withdrawal.

Until when can I avail of the benefits of the wellness program?

The Best Life Wellness Program will run from May 2022 to December 2023. You may avail of the benefits of the Best Life Wellness Program for as long as you are an active Maxicare member. Maxicare reserves the right to terminate any of the benefits available under the Program or the Program itself at any time without prior notice.

Laboratory Testing

Am I eligible to avail of laboratory testing?

You can avail of laboratory testing with no LOA required if you are enrolled in the program.

What laboratory tests can I get?

The program covers:

  • HbA1c
  • Non-Fasting Lipid Profile
  • Serum Glutamic Pyruvic Transaminase (SGPT)
  • Creatinine
  • Random Blood Sugar (RBS)
  • Blood Uric Acid

Why do I have to take the entire panel of tests covered by the program?

These tests were selected to help members monitor their health and identify risk factors associated with hypertension, diabetes, high cholesterol, and other chronic conditions.

Why do I need to take at least the Non-Fasting Lipid Profile or HbA1c test for baseline testing and not the others?

Non-Fasting Lipid Profile provides a complete and comprehensive view of your cholesterol levels. Cholesterol is closely linked to blood pressure. The results of this test can detect major risk factors in cardiovascular diseases such as hypertension, high cholesterol, and other chronic conditions.
 
HbA1c tests your average blood sugar levels. High blood sugar levels may indicate that you are at risk for diabetes.

Where may I get my laboratory tests done?

You can have your laboratory tests done at home through HomeCare or at a Maxicare Primary Care Clinic.

Why can’t I take my laboratory tests at other hospitals or diagnostic centers?

Our partners are selected based on their service levels and cost-effectiveness. Doing this allows us to maximize the quantity of tests and participants of the program.

I already have some laboratory tests done. Do I have to retake them for the program?

If you had the laboratory tests done in the last three months, you can upload your results through the enrollment form. You do not have to retake the laboratory tests again.

My address is not covered by HomeCare. Can I still have my laboratory tests done at home?

HomeCare covers selected areas in Metro Manila and Metro Cebu for now.

Can I request for additional laboratory tests?

Yes. Additional tests can be taken during your laboratory test schedule. The availability of additional tests is subject to the laboratory's capacity and your Maxicare coverage.

How do I confirm my laboratory test schedule?

Our HomeCare partner will reach out to you to confirm your laboratory test schedule via SMS or email at least one working day before your schedule.

How do I reschedule or cancel my laboratory test?

If you are not available at the scheduled date and time of your appointment, you may email us at mg-bestlife@maxicare.com.ph to reschedule or cancel your laboratory test. Rescheduling or cancellation requests must be made at least one working day before your scheduled appointment.

How often do I need to take laboratory tests?

Depending on the severity of your condition, you may need to have your tests done every three to six months.

Doctor Consultation

Where can I have a doctor consultation?

You can consult a doctor through:

  • Your Maxicare corporate clinic
  • Maxicare Primary Care Clinic
  • Maxicare Videoconsult (via the Doctor Anywhere app)
  • Maxicare 24/7 Teleconsult

How do I reschedule my doctor consultation?

Please coordinate with your preferred channel to reschedule your doctor consultation.

Can I consult with a different physician for my prescriptions?

We encourage you to get prescriptions from Maxicare’s Primary Care Network, but if you have an existing prescription, you can upload this to the website.

How often do I need to have a doctor consultation?

Depending on the severity of your condition, you may need to have your consultation every three to six months.

Prescription and Medicine Request

Am I eligible to claim free medicines?

You can receive free medicines if you are enrolled in the program, have complete laboratory results, and have a prescription within the last 90 days from a doctor in Maxicare’s Primary Care Network.

What if I have medication now, how will I avail of the free medicine?

Please sign up for the Best Life Wellness Program because only members who have successfully enrolled, completed their laboratory tests, and have consulted a doctor from Maxicare’s Primary Care Network (PCN) may request medicines.

What if I am prescribed other medicines that are not covered by the program?

You will only receive the prescribed medicines covered by the Best Life Wellness Program.

Can I request medicines prescribed to my family and friends?

The Best Life Wellness Program only covers medicines prescribed to the enrolled member.

How do I request medicines?

To request medicines, fill out the form and upload your prescription at bestlife.medgrocer.com/request. You will receive an SMS confirming your request within one working day.

Do I need a prescription?

We require a valid prescription that contains the medicines covered in the program, prescription date, member’s name, doctor’s name, and doctor’s license number.

How many prescriptions can I upload per request?

You may upload as many prescriptions as you need.

I can’t upload my prescription?

You must upload your prescription to avail of the free medicines. You may email us at mg-bestlife@maxicare.com.ph if you encounter any issues.

Can I select the brand of the medicines I requested?

Value brands are dispensed when available.

Why can’t I choose the brand of the medicines?

We dispense FDA-certified value brands if they are available. These are chosen based on their efficacy and cost-effectiveness. Doing this allows us to maximize the quantity of medicines and participants of the program.

Can I select the quantity of medicines that I will receive?

We will base the quantity of medicines to dispense on your prescription. You can receive between one to six months’ worth of medicines in compliance with standard clinical practice guidelines. 

How will I know if my request went through?

You will receive an email with a summary of your request immediately after you submit your request through the website. The email will contain a unique reference number that you can use to follow up your request. If you do not receive an SMS within two working days, email us at mg-bestlife@maxicare.com.ph.

When will my request be processed?

We process requests from 8AM to 5PM on weekdays. We will verify your request via SMS and get in touch with you or your authorized representative to confirm the specific delivery date.

What do I do if my request was not approved?

The SMS you will receive will contain information on the issues found in your request. Once the issue is resolved, you may submit a new request.

How do I modify or cancel my request?

To prevent miscommunication and minimize inaccuracies, requests are considered final upon submission. If you would like to modify your request, please reply CANCEL to our confirmation SMS and submit a new request.

Can I request for medicines via call, text, or email instead of the website?

MedGrocer’s process has been streamlined to fulfill your requests efficiently. Please submit your request through the website for your convenience.

I already bought some of the medicines prescribed to me. Can I be reimbursed for them?

The Best Life Wellness Program does not offer reimbursements for now.

Medicine Refills

What medicines are eligible for refills?

All the medicines covered by the Best Life Wellness Program will be proactively refilled.

How does proactive refill work?

We will send you a reminder when your medicines are due for refill. This reminder will include the next steps for you to get your refills. Once you have completed the requirements, we will automatically refill your medicines.

What do I need to request for medicine refills?

To receive your refills, you need to have:

  • Updated laboratory test results,
  • Completed doctor teleconsult, and
  • Updated prescription.

How often will I get medicine refills?

Frequency of medicine refills will vary based on standard clinical practice guidelines.

Delivery

Is there a delivery fee?

We deliver the medicines free-of-charge.

What areas can you deliver to?

Our delivery service covers Metro Manila and Metro Cebu for now.

When will I receive the medicines?

Medicines will be delivered within 2-3 working days after you upload a valid prescription in Metro Manila and 2-7 working days after you upload a valid prescription outside Metro Manila. We will get in touch with you or your authorized representative to confirm the specific delivery date.

Can I ask someone else to receive my medicines for me?

Medicines must be received by you or your authorized representative. Your authorized representative should present a copy of your ID and prescription to receive your medicines. If your authorized representative is unavailable, we will contact you if it is possible to reschedule your delivery.

Can I pick up the medicines in the MedGrocer office?

We streamlined our operations to give you a hassle-free experience. Please use our delivery service for your convenience.

Returns

What is your return policy?

All products dispensed by MedGrocer are subject to quality checks by our purchasing, storage, assembly, and delivery teams. Please inspect your order upon delivery. If your medicines are damaged upon delivery, you may refuse to accept the medicines.
 
On a case-to-case basis, we can process requests to return the medicines within seven days upon delivery. Please make sure that you keep your delivery receipt and the medicines you want to return.

What medicines will you accept for returns?

We will replace damaged or wrongly dispensed medicines.

Can I return an item after seven days?

Any problems encountered seven days after the delivery may not be accommodated under our Return Policy. We highly encourage you to review and inspect your medicines upon delivery so that our courier could immediately facilitate the return, exchange, or refund request.

How long is the processing time for returns?

Returns are processed within 5-7 working days.

Nutrition Counseling

How do I request for nutrition counseling?

We will send you an SMS with a link to our Calendly booking page where you can schedule a session with our nutritionist.

What will I receive as part of my nutrition counseling?

You will receive a customized diet plan and diet guides specific to your medical condition as part of your nutrition counseling session.

Privacy

What privacy do you share?

Only medical staff processing your orders have access to your medical information. We may use anonymized data for analytics to improve our services or collaborate with partners.

Who will have access to my data?

MedGrocer may collect and process certain personal information for your enjoyment of the benefits of the program. All personal information obtained will be handled with full and strict confidentiality in compliance with the Republic Act No. 10173 or the “Data Privacy Act of 2012”.
 
You have the right to access, correct, update, and object to the processing of your personal information at any time by submitting a written request to MedGrocer’s Data Protection Officer.

How do I deactivate my account or contact the data privacy officer?

MedGrocer’s Data Protection Officer provides support with any data privacy related questions, comments, concerns, or complaints. You may contact MedGrocer’s Data Protection Officer through the following information:
 
MedGrocer 24th Floor, Centuria Medical Makati Building, Gen. Luna Street, corner Salamanca Street, Makati City
Contact Number: (02) 8332 3768
Email address: dpo@medgrocer.com

Regulatory

What is MedGrocer?

MedGrocer is an FDA-licensed pharmacy with online services. Simply order your medicines online and we’ll deliver them to you.

Are your medicines FDA-certified?

Yes, our medicines are registered with the Philippine Food and Drug Administration (FDA).

What is an adverse event?

An adverse event (AE) is defined as any untoward medical occurrence in a patient or clinical investigation subject administered a medicinal product and which does not necessarily have a causal relationship with this treatment. An adverse event can therefore be any unfavorable and unintended sign (e.g. an abnormal laboratory finding), symptom, or disease temporally associated with the use of a medicinal product, whether or not considered related to the medicinal product. Adverse events include but are not limited to:

  • Drug Exposure during Pregnancy (DEDP)
  • Adverse events reported during or after pregnancy, or embryo or fetal, maternal, or paternal exposure, and any AEs occurring in breast fed infants
  • Any report of lack of efficacy, medication error, overdose, abuse, misuse, drug-drug or drug-food interaction, suspected transmission of an infectious agent via product, off label use (i.e. used outside registered indication), occupational exposure, product complaints associated with an AE, and falsified product associated with an AE.

What should I do if I experience an adverse event?

Contact your prescribing doctor immediately for more information on how to manage your side effects or adjust your dosage as needed.

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