Frequently Asked Questions (FAQs)

There are several ways to make an appointment with our specialists:

To reschedule or cancel an existing appointment:

Please refer to our international patients guide for more information.

We also have overseas offices located in more than 20 cities worldwide, providing you with one-stop assistance for your visit. Find an overseas office near you to let us know more about your medical and travel needs.

Pre-registration helps make your admission process smoother and stress-free. It allows us to address your questions about insurance, payments, and other details ahead of time. By completing your admission documents in advance, you'll save time on the day of admission and can focus on your care without worrying about paperwork. It also ensures that all necessary documentation is ready, giving you peace of mind.

Upon arrival at Mount Elizabeth Novena Hospital, please proceed to the concierge to obtain a queue number. This step helps us record your arrival and facilitates an efficient room assignment, ensuring a smooth and well-organised admission process.

We recommend that you arrive at least 2 hours before your scheduled procedure time, or as advised by the clinic. This ensures our nursing team has enough time to complete any necessary preparations or tests, helping your procedure proceed smoothly.

You may choose to make the deposit on the actual day of admission itself or during pre-registration.

Please refer to our hospital admission guide for more information. You may also contact our appointment and medical enquiry hotlines:

• Mount Elizabeth Hospital: +65 6250 0000
• Mount Elizabeth Novena Hospital: +65 6898 6898

The nurse in charge will contact your doctor directly. If you have any questions about your doctor's visit or timing, please reach out to the nurse for assistance once you have arrived in your room.

Before your procedure, the operating theatre (OT) nurse will confirm if you would like your next of kin (NOK) to be contacted afterward. Please ensure their contact details are accurate or you may wish to provide any specific instructions in advance.

Please consult your doctor or clinic nurse for specific advice regarding fasting. They are the best people to provide personalised guidance for your situation.

It is recommended that you remain on the hospital premises so that we can help escort you to your room as soon as it is available.

After procedures performed in the operating theatre (OT), you will first be monitored in the recovery room before being transferred back to your room.

For procedures conducted in other areas, such as radiology, you will be taken directly back to your room.

The duration of your surgery depends on its complexity. Your primary doctor can provide the most accurate estimate.

We do provide basic toiletries and bath towels for your convenience during your stay. However, we recommend that you bring along a change of clothes for your discharge day.

For maternity patients, Please refer to the Birth and Delivery page for more information.

No, complimentary parking is not provided for admitted patients.

However, complimentary parking may be included in some maternity packages.

Yes, the doctor will do a final assessment on you to ascertain that you are fit for discharge. For updates on your discharge status, you may wish to check in with the nurse.

A half-day charge will apply if the patient stays in their room after 11am. This typically includes lunch service, unless otherwise advised by the nurse or doctor.

Yes, you can arrange for your invoice to be sent to your preferred mailing address by coordinating with the Business Office. Our staff from the Business Office will be able to assist with this arrangement.

If the hospital is filing a claim on your behalf, we can provide an interim bill upon discharge. You may request this from the Business Office.

The final tax invoice will be sent to your registered address within 1 - 2 weeks after your insurer approves the claim.

Alternatively, if you make full payment at the point of discharge, the final tax invoice can be provided immediately.

You can sign up for a maternity webinar and go on a virtual tour of our maternity wards.

Learn more about our maternity care and services.

You may reschedule or cancel your maternity webinar online.

Our maternity packages are carefully planned to suit your needs. Learn more about our maternity packages.

Once you have your hospital admission documents ready, you can complete your pre-registration in two ways:

1. In-Person: Visit our Level 1 Business Office, where our team will assist you with insurance, payment, and other details.
2. Virtual (Zoom): Schedule a pre-registration session via Zoom with our admissions team at your convenience.

For further assistance with your delivery registration at Mount Elizabeth Novena Hospital, you can email mnh.maternity@mountelizabeth.com.sg or contact +65 9644 7869 (Call or WhatsApp).

No, the price listed for the maternity package covers only a basic bundle of commonly used items. Additional charges may apply for items or services outside the package, which can vary based on individual needs, doctor's orders, procedural requirements, and the conditions of both mother and baby.

Please also note that eligibility for the maternity package is subject to specific terms and conditions. We recommend reviewing the package details and completing pre-registration with the hospital to ensure you are fully informed.

No, all professional fees for doctors, including that from the paediatrician, are excluded from the maternity package.

As you approach your estimated delivery date (EDD), your OBGYN will provide an estimate of the expected doctor’s charges based on the relevant surgical codes.

Please proceed to our 24/7 concierge at the Hospital’s Main Lobby at Level 1, and our staff will assist you promptly.

The maternity package is only applicable for self-paying patients who settle the bill in full.

If you have a Letter of Guarantee (LOG) and the hospital has a credit arrangement with your insurer, your hospital charges will be billed at retail prices to facilitate direct billing with your insurance.

Yes, you will still receive an itemised bill.

In a non-package itemised bill, each individual service and consumable is charged at retail prices.

In a package itemised bill, all consumables and services covered under the package are listed, but without individual prices. Only items not included in the package will have prices reflected.

We strongly recommend requesting your LOG from your insurer before admission to avoid delays or coverage issues during your stay. However, if needed, the hospital can assist with the request and provide the necessary documents while you are admitted.

If the LOG does not explicitly state coverage for your newborn, the hospital can assist in verifying your baby's coverage with your insurance provider after birth. The hospital will follow the insurance company's directives regarding coverage.

Coverage for your newborn depends on your insurance policy and the baby's condition at birth. Some insurers require the newborn to be officially enrolled before coverage applies, especially if additional medical care is needed. In such cases, you may need to pay for the baby's bill upfront and seek reimbursement from your insurer later.

No, you do not need to settle the deposit before your delivery date. It can be paid upon admission. However, if you prefer to pay in advance, that option is also available.

Yes, if you are admitted before midnight, that calendar night will count as the first night under the package.

No, there is no surcharge for using the delivery suite on Sundays or Public Holidays for normal delivery.

However, do expect after-hours surcharges for laboratory or radiology services.

Antenatal receipts are records of prenatal checkups already paid for at your OBGYN's clinic.

Submitting these receipts allows the hospital to assist you in claiming up to $900 from your/ your spouse's MediSave account to offset your hospital bill upon discharge.

Any receipts from your prenatal visits to your OBGYN's clinic can be submitted, except for the sSurgeon's Fees if pre-collected at the clinic before admission.

The Immigration & Checkpoints Authority (ICA) no longer issues physical birth certificates. All births must now be registered through the LifeSG application.

After your baby is born, birth details will typically be uploaded within 2-3 working days, and you will receive an SMS notification. You can then use the LifeSG app to complete the registration and download your baby's digital birth certificate.

For more information, visit: https://www.life.gov.sg/services/birth-registration.

Intellect provides new mothers with a comprehensive digital support system, including self-care tools, expert coaching, and therapy to support your postpartum journey.

Mothers receive 1-year premium access to Intellect's Self-Care library, along with 1-on-1 coaching from a licensed therapist.

Within 2 weeks of discharge, you'll receive an email with instructions on downloading and setting up the app.

For enquiries on health screening appointments, please visit Parkway Shenton’s website.

You can make an enquiry online. We will get in touch with you within 3 business days.

Yes, children are allowed to visit patients and will be included in the visitor headcount. However, we discourage children from staying overnight for their safety.

At Mount Elizabeth Novena Hospital, up to 2 visitors are allowed at the patient's bedside during visiting hours (from 8am to 8pm daily).

If a caregiver needs to stay overnight, a lodger fee will apply, covering meals and/or accommodation. Please note that lodger fees are typically not covered by insurance unless specifically stated and will be collected upon discharge.

For maternity, paediatrics, or Junior Suite patients at Mount Elizabeth Novena Hospital, we allow one caregiver to stay overnight at no extra charge.

At Mount Elizabeth Novena Hospital, the next of kin can wait in the patient's room during designated visiting hours.

If the procedure is expected to extend beyond visiting hours, please notify the nurse if the NOK wishes to remain until the patient's return. Alternatively, the NOK can wait in the operating theatre's visitor lounge.

Our visiting hours are from 8.00am - 8.00pm every day. We recommend checking our visiting guidelines and visitor and patient advisory before arriving.

You can calculate the estimated hospital bill size for common surgical procedures through our hospital bill estimator.

You were designated as the primary contact for medical and billing purposes during the patient's admission.

The SMS serves as a reminder for any outstanding balance. If there is no outstanding amount, the notification is simply to inform you of the bill size to date.

The amount shown on the interim bill reflects the maximum estimated deduction and may change based on your final insurance coverage and CPF Board's assessment.

Some items or charges may not be covered by your insurance. You can check with your insurer for details, as they typically provide a settlement letter outlining any non-covered items.

The activation of MediSave is often a requirement as part of the LOG process.

After the MediSave deduction, your insurer will review the bill and reimburse you directly if covered under your policy. Please refer to your insurer’s settlement letter for final coverage details.

Unfortunately, e-filing option is not available for foreign patients.

However, if you have coverage with AIA or Great Eastern and have obtained a Certificate of Pre-Authorisation (CPA), we can arrange for direct billing with the insurer.

Yes, if you are eligible for a Supersede LOG (SLOG), the discharge staff can assist you with the request.

However, please note that for any amount exceeding the final LOG, the difference must be paid for within 7 days of receiving a notification via call, SMS, or email.

Refunds are processed only after we receive funds from your insurer, which typically takes another 5 - 7 working days for you to receive after processing has been completed.

Yes, you can use MediSave for yourself or your family members, including your spouse, children, parents, grandparents, or siblings. Grandparents and siblings must be Singapore Citizens or Permanent Residents, while others can be of any nationality.

For Singaporeans and Permanent Residents, you can utilise both your company insurance and Integrated Shield Plans for hospital expenses.

For others, the hospital can facilitate submission to one insurer. You can then claim reimbursement from the second insurer for hospitalisation benefits.

You can settle your outstanding payments via the following options:

• E-payment: PayNow, credit card, or bank transfer
• Telegraphic transfer
• In-person payment at our Business Office counter

Most health insurance plans exclude coverage for:

• Cosmetic procedures
• Lodger meals
• Private ambulance charges

• For insured patients: The tax invoice will be sent to your registered address within 1 - 2 weeks after the approval from your insurer.
• For self-paying patients: The tax invoice will be provided within 1 week of full payment made.

You can refer to the settlement letter provided by your insurer for details of your claim coverage.

Travel insurance usually requires patients to make full payment upfront and then seek reimbursement. However, if a Letter of Guarantee (LOG) with a prior credit facility is provided, we can assist accordingly.

The Letter of Guarantee (LOG) often requires endorsement and approval from your HR department or insurance broker, so the hospital may not be able to request it on your behalf. It is recommended that you coordinate directly with your HR department to obtain the LOG.

the Certificate of Pre-Authorisation (CPA), the clinic can assist you in applying for it through your local medical insurance provider.

For patients at Mount Elizabeth Novena Hospital, once the LOG/CPA has been approved, please forward it to us via email at lbomnh@mountelizabeth.com.sg.

To enquire about billings and claims, you may call +65 6737 2666 (Orchard) or +65 6933 0000 (Novena). Alternatively, you can WhatsApp +65 8111 7777 (Orchard) or +65 8111 5777 (Novena).

We will be glad to assist you with any payment issues.

There are fraudulent individuals or organisations falsely claiming to represent us and offering fake job opportunities. Please note that the IHH Healthcare network, including Parkway Group Healthcare Pte Ltd, Parkway Laboratory Services Ltd, Medi-Rad Associates Ltd, Parkway Hospitals Singapore Pte Ltd, Parkway Shenton Pte Ltd and their respective affiliated hospitals, clinics, businesses, and entities (“IHH”), does not solicit candidates through unsolicited emails, messages, or phone calls, nor do we request financial commitments as part of our recruitment process. IHH shall bear no responsibility or liability in relation to such fraudulent recruitment scams.

If you encounter any suspicious activity or receive a job offer that you believe may be fraudulent, please refrain from responding and report it immediately to our official HR department at sgcareers@ihhhealthcare.com.

Stay vigilant and verify all job offers to ensure legitimacy. We are committed to maintaining the integrity of our recruitment process and ensuring a safe and transparent experience for all candidates.

Our hospitals' visiting hours are from 8.00am – 8.00pm every day. We recommend checking our visiting guidelines and visitor and patient advisory before arriving.

Our Urgent Care Centre (UCC) operates 24 hours.

To find out the operating hours of individual departments, you may contact us.