Service Provider_GP_Biometric Matters

 

Let’s learn more about biometric verification errors and reasons for the occurrence

1.Matching profile not found & fingerprint below threshold

Why this error happens for fingerprint below threshold?

  • The surface of the foreign worker finger has been damaged due to nature of job

Why this error happens for matching profile not found?

  • Probably a different foreign worker came to the clinic on behalf of the actual foreign worker.
  • The surface of the foreign worker finger has been damaged due to nature of job

Let’s look on the steps and action you may need to take

Step 1 Capture the full error message and full page of the passport for the following foreign worker.

Click here to have a clear view on the full error message and the full page of passport for the following errors

[ux_image id=”3304″ width=”49″] [divider width=”73px” color=”rgb(250, 0, 0)”] [ux_image id=”3305″ width=”49″] [divider width=”68px” color=”rgb(255, 0, 0)”] [ux_image id=”3309″ width=”49″] [divider width=”81px” color=”rgb(251, 0, 0)”] [ux_image id=”3310″ width=”49″]

Step 2 Foreign worker can leave the clinic

Step 3 You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp to 0327828777

Step 4 Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

 

Invalid request device serial number null, Internal error in Init, Biometric device not connected.

Why this error happens?

  • The computer software (dermalog) for the biometric fingerprint scanner is not running properly
  • Your clinic computer is still using Windows 7 instead of Windows 10

            Let’s look on the steps and action you may need to take

Step 1 Capture the full error message and full page of the passport for the following foreign worker.

Click here to have a clear view on the full error message and the full page of passport for the following errors

Invalid request device serial number null full error message and full page of passport

[ux_image id=”3311″ width=”49″] [divider width=”77px” color=”rgb(255, 0, 0)”] [ux_image id=”3312″ width=”49″]

Internal error in INIT full error message and full page of passport

[ux_image id=”3313″ width=”49″] [divider width=”51px” color=”rgb(255, 0, 0)”] [ux_image id=”3314″ width=”49″]

Biometric device not connected full error message and full page of the passport

[ux_image id=”3316″ width=”49″] [divider width=”72px” color=”rgb(255, 0, 0)”] [ux_image id=”3317″ width=”49″] [divider width=”94px” color=”rgb(255, 0, 0)”]

Step 2 Foreign worker can leave the clinic

Step 3 You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp to 0327828777

Step 4 We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic to troubleshoot the issue

Step 5 Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

 

  1. Installation of biometric software (dermalog)

 

If you have upgraded the computer to windows 10 and require the installation of biometric software in your computer do follow the steps below.

 

Step 1 You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp to 0327828777

Step 2 We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic for the installation of biometric software

Step 3 Meantime if there is any foreign worker at your clinic you may send the full page of the passport for verification purpose

Step 4 Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

 

 

Biometric scanner device lost

Lost your device or misplace your device? Unable to proceed for biometric verification?

If yes please follow the steps below

Step 1 You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp to 0327828777

Step 2 An official letter with the doctor signature should be send to us via email informing us on the current issue for record purpose

Step 3 Biometric verification will be disable temporarily until further notice and action taken by the relevant department

Step 4 We will reply your email accordingly to notify you on the action taken by us

Reformat your computer or laptop

Is your biometric software missing after your computer or laptop has been reformat?

Let’s follow the steps below

Step 1 You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp to 0327828777

Step 2 An official letter with the doctor signature should be send to us via email informing us on the current issue for record purpose

Step 3 We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic for the installation of biometric software

Step 4 Biometric verification will be disable temporarily for 10 days effective from the date the issue has been brought forward to us.

Step 5 We will reply your email accordingly to notify you on the action taken by u

 

 

 

Payment

Payment delay issues? Have not receive payment for several months?

You may follow the steps below

1.Prepare an official letter with the doctor signature and include the information below to cs@fomema.com.my

  • Doctor code
  • Worker name
  • Worker code

2.Your email will be forwarded to the person in charge and the respective department.

3.The respective department will cross check with the respective bank before you receive a reply from us.

E payment form

We have introduced e payment form for you to fill up and send it to us at epayment@fomema.com.my

You may download the e payment form from the MERTS system and follow the steps below.

Step 1 Login Merts system

Step 2 Click bulletin

Step 3 Search e payment form

Step 4 Download the form

Step 5 Email to epayment@fomema.com.my

Learn more on the benefits of e payment

  • Your payment receive will be fast and efficient via online transfer
  • You will not face any issues on the lost and damage for the bank cheques

 

Change bank account details

Is there any possibility for FOMEMA to pay the professional fee from company account to my personal account or vice versa?

Learn how to change the bank account details with FOMEMA and follow the step below

  • Send an official email to cs@fomema.com.my informing us on your request and the email will be sent to the relevant department for further action.

 

 

 

 

 

 

 

 

 

Application for FOMEMA panel service provider

Interested to join us as a service provider?

If yes you may follow the step below.

  • You may email us the official application letter to our Customer Service Department at cs@fomema.com.my. Please ensure this letter is complete with the name of doctor to be registered and premise’s address.

Notes

  • The application requires a screening process and the status of an application will be updated to you accordingly via email.
  • The process takes place within 3 to 4 weeks from the date of request based on approval from committee meeting

Tips

You may need to consider

  • The total number of FOMEMA panel service provider within 10 km radius from your clinic location.
  • Total of quota utilized

 

Resignation and replacement of new doctor at your clinic

Learn more on the step required for resignation and replacement of a new doctor

  • The registered doctor is required to formally inform FOMEMA on your status via email to cs@fomema.com.my
  • If there is a new doctor replacing you, the new doctor or the management of the clinic is require to notify us in writing accordingly to cs@fomema.com.my

Notes: 2 weeks prior to your resignation you may need to notify us in order to avoid any pending of results transmission to FOMEMA

 New replacement doctor at your clinic requires a screening process and the status of an application will be updated and replied accordingly via email.

Changes of clinic location

Are you moving to a new location and no longer located at the previous address?

If yes you may follow the steps below

  • Send an official email to cs@fomema.com.my to notify us on your current status and location
  • The respective department will reply your email on the next course of action

Clinic Quota

Learn more on the quota distribution per year for all the panel clinic

Each of your clinic will be provided 500 quota per year and it will be distributed on pro-rated basis by FOMEMA

1st January to 31st March= 100 quota
1st April to 30th June = 150 quota
1st July to 30th September = 125 quota
1st October to 31st December= 125 quota

Notes: All the clinics will receive the same number of quotas equally based on the table above

Benefits of this quota distribution will allow more clinics to receive foreign workers for medical examination and this opens the opportunity for the other clinics as well

Have you utilized the 500 quota given and require more quota as employer wants to visit your clinic for the medical examination?

Notes: Only Employers are allowed to send the request for the increase quota

            Decisions on additional quotas request are strictly based on approval by the Ministry of Health, Malaysia

Step 1 You may fill up the request form for increase in clinic’s annual quota

            (Include the form here)-provide the link

Step 2 Official email request together with the form can be sent to cs@fomema.com.my

Step 3 The relevant department will reply your email and inform the clinic as well once the quota additional quota request has been approved by the Ministry of Health, Malaysia

Wrong transmission by GP (medical clinic)

Learn more on the types of cases that is classify as wrong transmission and the action that needs to be taken

Have you encounter situation when you have accidentally key in the wrong examination date or the foreign worker had come to the clinic and does not want to proceed with medical examination?

You may follow the steps below

  1. Wrong examination date

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the removal of the examination date

Step 2 Your email will be forwarded to the relevant department and the process takes place within 1 to 2 working days

Step 3 Once the examination date has been removed you will receive a reply email from pendingreview@fomema.com.my  to key in the correct examination date.

2.Physical examination Section A:General Examination (height / weight /blood pressure reading and etc.)

Have you encounter situation when you have accidentally submit a different height /weight / blood pressure reading for the particular foreign worker and the medical examination has been certified?

You may follow the steps below

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the removal of the required height / weight reading
  • Actual height or weight reading should be included

 

Step 2 Your email will be forwarded to the relevant department and the process takes place within 1 to 2 working days

 

Step 3 The respective department will update at the comment section on the changes and you will receive a reply email from pendingreview@fomema.com.my

 

Wrong transmission by lab

Learn more on the action needs to be taken for wrong lab report transmission

Have you encounter situation when you have accidentally key in the wrong lab report

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the wrong transmission of lab result
  • Provide the actual lab report
  • Request to delete the wrong lab report submitted

 

Step 2 Your email will be forwarded to the respective department and the process takes place within 3 to 5 working days

Step 3 Once the x ray result has been remove from the impression column you will receive a reply email from the respective department

 

 

 

 

Wrong transmission by x ray clinic

Have you encounter situations as follows?

  • Accidentally click at the x ray column as xray not done
  • Enter a wrong impression for the xray result
  • Two x ray images have been transmit using one transaction ID

If yes please follow the steps below for each category

1.Accidentally click at the x ray column as x ray not done

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the removal of the x ray taken date
  • Request to delete the x ray taken date

 

Step 2 Your email will be forwarded to the respective department and the process takes place within 3 to 5 working days

Step 3 Once the x ray taken date has been removed you will receive a reply email from the respective department

 

  1. Enter a wrong impression for the xray result

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the wrong transmission of x ray result
  • Request to delete the wrong transmission of x ray result at the impression column

 

Step 2 Your email will be forwarded to the respective department and the process takes place within 3 to 5 working days

Step 3 Once the x ray result has been remove from the impression column you will receive a reply email from the respective department

 

 

 

  1. Two x ray images have been transmit using one transaction ID

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to cs@fomema.com.my

Note: The content of the letter should include the information below

  • Worker name
  • Worker code
  • Reason for the wrong transmission of x ray result
  • Request to delete the wrong transmission of x ray result at the impression column

 

Step 2 Your email will be forwarded to the relevant department and the process takes place within 3 to 5 working days

Step 3 Once the x ray image has been remove you will receive a reply email from the relevant x ray department

 

Audit Radiograph Letter (ARL)

Learn more on the step require to request for the audit radiograph letter in order to renew the x ray license with Ministry of Health, Malaysia

Step 1 You may need to prepare an official letter with the clinic letterhead and doctor signature and email to arl@fomema.com.my

Step 2 You may proceed to fill up the form

Step 3 Make payment

Step 4 Revert the form and the proof of payment to us via email

Step 5 You will receive the audit radiograph letter issue via courier

Notes

  • The process takes place within 14 working days after the payment has been receive
  • The payment fee is RM55 for the audit radiograph letter (ARL)

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