Telehealth Service
What You Need To Know About SSNIT Telehealth Service
1. What Is The SSNIT Telehealth Service?
The SSNIT Telehealth Service is a complementary digital health service by SSNIT, in collaboration with the National Health Insurance Authority (NHIA) and The Trust Hospital (TTH). It allows SSNIT pensioners to consult qualified General Practitioners(GPs) remotely from home. The service focuses on routine consultations and follow-up care, particularly for Chronic Non-Communicable Diseases (NCDs) common among older Ghanaians such as hypertension, diabetes and arthritis. It is not intended for emergencies.
The service is free at the point of use for eligible SSNIT pensioners (claimable under NHIS), and represents SSNIT’s evolution from being purely a pension payer to becoming an active enabler of pensioner wellbeing.
2. What Are The Steps In Accessing The SSNIT Telehealth Service?
Dial the toll-free number, 0800 877 555.
All you need is a phone.
A trained Customer Relations Officer (CRO) at The Trust Hospital answers the call, confirms the pensioner’s identity using their SSNIT number or Ghana Card number, checks their NHIS status, and asks about their health concern. The pensioner is also asked to provide their address or location to help with prescriptions and laboratory services.
A teleconsultation is scheduled. A general practitioner calls the pensioner back within 48 hours (and no later than 72 hours under normal conditions).
Operating hours of the SSNIT Telehealth Service Call Center is Monday to Friday: 8:00 a.m. to 4:00 p.m.
The pensioner speaks with a general practitioner via phone. Where the nature of the complaint warrants it, the general practitioner may initiate a video consultation. The pensioner will receive a text message with a link to join. A smartphone and active data are required for a video consultation.
Where necessary, the general practitioner issues a prescription or laboratory test order. This is fulfilled through NHIA-accredited pharmacies or laboratories nationwide, or alternatively through the health insurance provider(s) of the Pensioners’ Medical Scheme or the pensioner’s preferred pharmacy or laboratory; the latter of which may attract an additional cost.
For chronic conditions, follow-up consultations are scheduled to ensure continuity of care.
If the condition cannot be safely managed remotely, the pensioner is referred to a physical healthcare facility.
3. How Does The SSNIT Telehealth Service Work?
After successfully booking your telehealth consultation (detailed in Section 2):
The general practitioner may, when necessary, request laboratory tests. The results are stored in the pensioner’s digital health record and can be accessed in future consultations.
The pensioner has seven (7) days from the first consultation to complete the tests and call back for a review of the results. If the pensioner calls back within this period using the toll-free number, the review will continue as part of the same consultation.
If the pensioner does not call back within seven days, a new consultation will be created on the SSNIT Telehealth platform.
4. What Preparations Does One Need To Make For The SSNIT Telehealth Service?
The Telehealth Service is free. To access the service, you must have a valid National Health Insurance Scheme (NHIS) card. Please ensure that your NHIS membership is active and that your card has been renewed before using the service. Dial *929# to link your NHIS Card to your Ghana Card or renew your membership
A mobile phone is sufficient.
Be ready to verify your identity during the Customer Relations Officer (CRO) call. Your SSNIT number or Ghana Card Number will be required. Your NHIS card details may also be needed if not yet linked to your SSNIT number or Ghana Card.
The Customer Relations Officer (CRO) will ask for your location or residential address to assist with prescriptions and laboratory referrals.
Be ready to describe your symptoms, current medications, and any prior diagnoses to help the general practitioner assist you effectively.
Pensioners who may struggle with communication or digital tools can have a family member or caregiver assist them during the call.
Prescriptions will be fulfilled at NHIA-accredited pharmacies nationwide, so it helps to know one close to you or alternatively through the health insurance provider(s) of the Pensioners’ Medical Scheme or the pensioner’s preferred pharmacy or laboratory; the latter of which may attract an additional cost.
Provide feedback via phone: 0302 611 622, or email: telehealth@ssnit.org.gh. Use these to share your experience or concerns about the service.
5. What Services Or Conditions Are Excluded From The SSNIT Telehealth Service?
Conditions not suitable for SSNIT Telehealth Service, typically medical emergencies, and NHIS coverage exclusions (since the service operates within the NHIS framework):
Note on Medical Emergencies: The service does not cover crisis situations. Pensioners must go to a physical health facility or call 112 for health emergencies.
Note on Specialist Consultations: The service provides general practitioner-level care only. Where a pensioner’s condition requires specialist attention, the general practitioner will refer the patient through the appropriate clinical channels. Special treatments under the NHIS are covered. This means a pensioner may be referred to NHIS-accredited health facilities when such care is needed.
If a pensioner asks to see a specialist at the Trust Teaching Hospital (TTH) or any other preferred facility, this service will be available, but it will attract a charge.
Note on Medications: Only medicines on the official NHIS Medicines List are covered. The service also covers prescriptions and lab tests under health insurance provider(s) of the Pensioners’ Medical Scheme.
Pensioners may request suitable alternatives from the approved list; however, any medicine outside the list must be paid for out-of-pocket.
Conclusion
The SSNIT Telehealth Service marks a meaningful step forward in SSNIT’s commitment to the holistic wellbeing of its pensioners. By enabling remote consultations through a simple phone call, the service removes longstanding barriers of distance, mobility, and cost that many pensioners face when accessing healthcare. For video consultations, a smartphone and active data will be required.
Its focus on managing chronic NCDs such as hypertension and diabetes is especially timely, given how prevalent these conditions are among older Ghanaians.
In partnership with the NHIA and TTH, the SSNIT Telehealth Service reflects a broader vision: transforming SSNIT from a pension payer into an active partner in pensioners’ quality of life. The built-in continuity of care, through follow-up consultations, linked prescriptions, and referral pathways, ensures that pensioners are not just treated once, but genuinely supported over time.
Pensioners are encouraged to ask questions during consultations on matters they need clarification on.
We value your feedback, suggestions, and experiences. To share your comments or seek assistance, please contact us on 0302 611 622 or email us at telehealth@ssnit.org.gh.