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For licensed healthcare providers in Singapore

HCSA clinic software, built to help you achieve a clean inspection.

wai runs booking, clinical notes, patient messaging in English, Mandarin, Malay, Tamil or any language, payments and records for Singapore's clinics and health systems, and keeps each of them as evidence your licence conditions ask for. With notes written during the consultation for the doctor to sign and records hosted in Singapore, wai is built to help you achieve a clean HCSA inspection.

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Updated . Every HCSA fact is checked against hcsa.gov.sg and the other official pages cited below.

A clinic owner and her practice manager talking over documents at a table in a restored shophouse clinic in Singapore, light through timber shutters

For

GP and specialist clinics, dental clinics, day surgery and specialist centres, hospitals and health systems

Law

Healthcare Services Act 2020, fully in force since 18 December 2023

Regulator

MOH, administered by HSA from 1 November 2026

Records

Hosted in Singapore, under Singapore's rules

For clinics, centres and health systems

  1. Independent clinics and doctorsBooking, notes, patient messages and payments in one system, with every action recorded as it happens.
  2. Multi-site groupsEvery location on the same record, inbox and reports, so evidence is kept the same way at each site.
  3. Diagnostic and surgical centresConsent, results and follow-up recorded with an audit trail, ready when the regulator asks for them.
  4. Hospitals and health systemsMost start with one pathway, such as outpatient booking, and measure it on their own data before extending it.

What an HCSA inspection finds with wai

With wai, patient enquiries are answered within the hour in English, Mandarin, Malay or Tamil, notes are signed during the visit, and every consent, record and referral is kept for the period your licence conditions set. The same records serve an inspection by MOH today or HSA from 1 November.

What does the Healthcare Services Act ask of a clinic in 2026?

A licence for each service, the people who answer for it, and the rules that come with it.

Four parts to every licence, from the services it covers to the records it keeps. Open one for its detail.1

01The licenceHCSA licenses services rather than premises. A clinic holds a licence for each service it provides, and approval for each way it delivers it.4 parts
  1. Outpatient Medical Service
  2. Outpatient Dental Service
  3. Modes of service delivery, permanent premises, temporary premises, remote and conveyance
  4. Specified services, which need MOH's approval before they are offered

The licence on hcsa.gov.sg

02Key Office HoldersNamed people answer for the service. A Principal Officer runs it, and for outpatient medical services a Clinical Governance Officer oversees its clinical quality.3 roles
  1. Principal Officer
  2. Clinical Governance Officer
  3. Code of practice for Key Office Holders

Key Office Holders on hcsa.gov.sg

03Regulations and licence conditionsThe Act, its regulations, the licence conditions and the codes of practice, all of which a licensee must comply with.5 instruments
  1. Healthcare Services Act 2020
  2. Healthcare Services (General) Regulations 2021
  3. Healthcare Services (Outpatient Medical Service) Regulations 2023
  4. Healthcare Services (Advertisement) Regulations 2021
  5. Licence conditions and MOH circulars

Regulations and licence conditions on hcsa.gov.sg

04Patient health recordsRecords kept accurate and for the period the licence conditions set, and, under the Health Information Act, contributed to the National Electronic Health Record.3 duties
  1. Retention set by licence conditions, 6 years for outpatient records
  2. Health Information Act, enacted February 2026, not yet in force
  3. NEHR contribution, GP clinics by September 2027, specialists by September 2028

Patient health records on isomer-user-content.by.gov.sg

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What does a licensee have to keep and show?

Six things a licensee keeps, from MOH's summary of requirements.2

  1. 01

    Approved services and modes

    Each licensable service and each mode of delivery, approved by MOH.

  2. 02

    Key Office Holders

    A Principal Officer, and a Clinical Governance Officer who meets the criteria for an outpatient medical service.

  3. 03

    Patient health records

    Kept accurately and retained for the period the licence conditions set.

  4. 04

    Advertising

    Factually accurate, capable of being substantiated, and never laudatory or misleading.

  5. 05

    Circulars and conditions

    Every licence condition in force, including those modified by circular.

  6. 06

    Renewal

    A renewal filed at least two months before the licence expires.

What happens when a licensee falls short?

HCSA has no public rating, and MOH acts through the licence.3

  1. Licence grantedWith conditions
  2. DirectionsTo rectify a breach
  3. Shortened termOr a penalty
  4. Suspension or revocationFor serious breaches

  1. 2 years

    is the standard licence tenure, renewed at least two months before it expires.1

  2. 1 Nov 2026

    is the day HSA starts administering HCSA licensing, inspections, audits and enforcement.4

  3. Sep 2027

    is when GP clinics are to contribute to NEHR under the Health Information Act.5

  • A breach of licence conditions can lead to directions, a shortened term, a financial penalty, suspension or revocation.
  • Offences, such as offering a specified service without approval, can lead to warnings, compositions or prosecution.
  • Licensees must comply with the Act, its regulations, licence conditions and codes of practice, all of them.
  • MOH's remote Outpatient Medical Service conditions were modified by Circular 64/2025, in effect from 17 October 2025.

What changes on 1 November 2026?

HSA takes over administration. The licence and its conditions stay the same.

  1. From 1 November 2026, the Health Sciences Authority administers HCSA licensing, inspections, audits and enforcement, under the Health Sciences Authority (Amendment) and Other Matters Bill, passed in September 2026.
  2. MOH remains the licensing authority, and licences are still granted in MOH's name. Existing HCSA licences stay valid, with no reapplication.4
  3. The licensing portal and enquiry channels move from moh.gov.sg to hsa.gov.sg, and applications in progress on 31 October carry over. MOH remains the authority for the Health Information Act.

What should clinic software in Singapore actually run?

Each module runs part of the clinic and records the evidence for the requirements listed beside it.

  1. 01

    Appointments and booking

    Online booking from your own website, every clinician's diary read from their calendar, reminders, rebooking after a missed visit and waitlist offers when a slot opens.

    Evidences The licence

    For patients
    Online booking at any hour, with a reminder before the visit.
    For the business
    Fewer missed appointments, and cancelled slots offered to the waitlist.
    On the record
    Every booking, reminder and change, with a time and a name.
  2. 02

    Billing and payments

    Card payments into your own Stripe account, the cancellation policy shown at booking, invoices, statements and reconciliation, with an export for your accountant.

    Evidences Regulations and licence conditions

    For patients
    A clear price and policy before they commit, and an invoice in their app.
    For the business
    Payments reconciled against visits, with an export for your accountant.
    On the record
    What was charged, when, against which visit, and the policy the patient saw.
  3. 03

    AI scribe and clinical notes

    The note, letters and referrals written from the consultation, cited to published clinical guidelines, with the transcript beside the note, for the clinician to read, edit and sign.

    Evidences Patient health recordsKey Office Holders

    For patients
    The clinician's attention stays on them during the consultation.
    For the business
    Less time spent writing notes after clinic.
    On the record
    A contemporaneous note, signed, with the time, the signature and the source it cites.
  4. 04

    Follow-ups and patient messaging

    WhatsApp, email and calls in one thread per patient, replies drafted in the patient's own language for your team to approve, a response clock on every new enquiry, and recalls a clinician approves.

    Evidences The licenceRegulations and licence conditions

    For patients
    A reply in the language they wrote in, approved by your team.
    For the business
    More enquiries answered within the hour, when they are most likely to book.
    On the record
    The whole conversation on one record, with response times.
  5. 05

    Referrals, consent and audit trails

    Recording consent taken at booking, referrals written from the visit, patient flags for controlled drugs and safeguarding notes, and every read of a record logged against a named account.

    Evidences Regulations and licence conditionsPatient health records

    For patients
    Flags and checks in the record at the point of care.
    For the business
    Incident reviews that start from the audit trail, with times and names.
    On the record
    Who saw what, who changed what, and when, to the minute.
  6. 06

    Staff access and accountability

    Named accounts for every person, and role-based access enforced in the database, so every action sits under a name.

    Evidences Key Office Holders

    For patients
    Their record seen only by staff whose role allows it.
    For the business
    Access and actions tied to named people, in the same system as the record.
    On the record
    Who holds which role, and every action taken under it.
  7. 07

    Reporting

    Takings, front desk and website reports, response targets, and the patient's own record exportable on request.

    Evidences Key Office HoldersPatient health records

    For patients
    A copy of their record when they ask for it.
    For the business
    Weekly reports for leaders on response times, the front desk and takings.
    On the record
    Reports for any period, produced on the day they are asked for.

Prices for clinics, groups and hospitals are published on the wai pricing page, and you can request a demo of the full platform.

The front desk of a restored Singapore clinic at dusk, a lamp lit and tall timber windows onto the street

How does wai evidence each part of the licence?

For each part of the licence, the records wai keeps, how you produce them, and what changes for patients and the business.

The licence

Every licensed service booked and recorded on one system.

  • Online booking for each service and each clinician, with real availability
  • Video consultations with live captions, for remote care
  • Notes, letters and referrals written from each visit and signed
  • Every booking, change and visit kept with a time and a name

On request. Show which services were delivered, how, and by whom, from the record.

For patients
The service they need, booked in a minute.
For the business
New services added without new systems.

Key Office Holders

Signed notes and weekly reports the CGO can review.

  • Named accounts for every person, and role-based access enforced in the database
  • Every note signed by the clinician who wrote it, with a time
  • Reports on response, the front desk and takings, read weekly
  • Every read and change of a record logged

On request. Asked how the CGO oversees care, show the signed notes and the reports they read.

For patients
A clinic where someone is clearly in charge of quality.
For the business
Governance done in minutes a week, from live data.

Regulations and licence conditions

Licence conditions met inside the daily workflow.

  • Consent captured at booking and discussed in the note
  • The cancellation policy shown at booking, with what the patient saw kept
  • Patient flags for controlled drugs and restricted notes
  • Replies drafted for a person to approve, never sent unread

On request. Pick a licence condition. Show the record that proves it was met.

For patients
Clear prices and policies before they commit.
For the business
Requirements met inside the booking and consultation workflow.

Patient health records

Records completed and signed at the visit.

  • Diagnoses, medications and referrals written on the day of the visit
  • Every change to a record visible and timed
  • Records hosted in Singapore, under Singapore's rules
  • wai is built to connect to NEHR, set up with your clinic

On request. Show any patient's record, its history and who has read it.

For patients
Key health information available to their next doctor through NEHR.
For the business
Ready for NEHR ahead of your batch deadline.

What do patients and the business gain?

Published research on response times, ambient scribes and appointment reminders.

  1. 7x

    An enquiry answered within the hour is nearly seven times as likely to become a real conversation.6

  2. 30%

    Clinicians using an ambient scribe did 30% less work after hours.7

  3. 23%

    Patients sent a notification before their visit were 23% more likely to attend.8

How does wai surface HCSA evidence on request?

What may be asked for, where it is kept in wai, and how it is produced.

  1. Patient health recordsThe patient record, beside the transcriptOpen the consultation to see the note, transcript, signature and time together.
  2. ConsentThe booking and the noteThe recording notice the patient saw at booking, and the consent discussion in the note.
  3. Clinical governanceSigned notes and reportsWho signed what and when, and the weekly reports the CGO reads.
  4. Audit trailsEvery recordWho read or changed it, under which account, to the minute.
  5. Policies the patient seesBooking and the patient appThe cancellation policy and the information a patient was shown before they booked.
  6. Staff accessAccounts and rolesWho holds which role, and every action taken under it.
  7. Patient feedbackThe patient's threadEvery message and complaint, in the patient's language, with response times.
  8. Data exportThe patient recordThe patient's own record, exportable on request.

How do you prepare for an HCSA inspection?

A readiness checklist in four parts, for MOH today and HSA from 1 November.

01The licence

  • Every service you provide is licensed, and every mode of delivery approved.
  • No specified service offered without MOH's approval.
  • The renewal date in the diary, two months ahead of expiry.
  • Contacts updated to hsa.gov.sg from 1 November 2026.

02Key Office Holders

  • A Principal Officer named and in post.
  • A Clinical Governance Officer who meets every criterion, in good standing.
  • The CGO's oversight written down and done, with the reports they read.
  • The Code of practice for Key Office Holders read and followed.

03Records

  • Patient health records accurate, complete and signed.
  • Retention set to the licence conditions, 6 years for outpatient records.
  • A record of who accessed patient records, and why.
  • A plan for NEHR contribution before your batch's deadline.

04Patients and advertising

  • Fees and policies shown before the patient commits.
  • Every advert factually accurate and capable of being substantiated.
  • No laudatory claims and no misleading testimonials.
  • Complaints answered, recorded and closed.

What will an HCSA inspector ask you?

Questions to expect, what to show, and where wai holds the answer.

01Which services and modes of delivery are you licensed for?

What to show

The licence, and the record of the services actually delivered.

Where wai has it ready

Every booking and visit is recorded by service and clinician, with a time and a name.

02Who is your Clinical Governance Officer, and how do they oversee care?

What to show

The CGO's qualifications and the oversight they actually do.

Where wai has it ready

Signed notes and weekly reports give the CGO the whole clinic, every week.

03Show me this patient's record.

What to show

An accurate, complete record, signed and timed.

Where wai has it ready

Notes are written during the visit and signed with a time, and an amended note is signed again.

04How long do you keep records, and how?

What to show

Retention matched to the licence conditions, and secure storage.

Where wai has it ready

Records hosted in Singapore, encrypted, with every read and change logged.

05How do patients consent, and how is that recorded?

What to show

What the patient was told, when they agreed, and where it is written.

Where wai has it ready

Recording consent is taken at booking, and the consent discussion is in the signed note.

06Who can see patient records?

What to show

Roles, access controls and an access log.

Where wai has it ready

Role-based access enforced in the database, and every read logged against a named account.

07How do you advertise the clinic?

What to show

Adverts that are accurate and can be substantiated.

Where wai has it ready

wai keeps prices and policies in one place, so what patients see matches what they pay.

What is at stake in an HCSA inspection?

A breach of licence conditions can shorten, suspend or revoke a licence, in a market with more than 2,000 private GP clinics.

  1. 2,000+

    private GP clinics operate in Singapore, more than 1,300 of them in the CHAS scheme.9

  2. 1,300

    medical clinic licences a year were granted from 2019 to 2021, under the law HCSA replaced.10

  3. 6 years

    is how long outpatient records are kept, counted from the last consultation or treatment.11

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HCSA guides

All HCSA guides
  1. ChangesWhat changes when HSA takes over HCSA licensing?6 min read
  2. LicenceWhat are the HCSA licence conditions for a clinic?8 min read
  3. LicenceHow do you apply for an HCSA clinic licence in Singapore?7 min read
  4. InspectionHow do you prepare for an HCSA clinic inspection?7 min read
  5. PeopleWhat does a Clinical Governance Officer do under HCSA?6 min read
  6. RecordsHow long must a Singapore clinic keep patient records?6 min read
  7. RecordsWhen must a Singapore clinic contribute to NEHR?6 min read
  8. PatientsWhat can a Singapore clinic say in its adverts under HCSA?6 min read

Questions

What is the best clinic software for HCSA compliance?

The best HCSA software is the system your clinic already runs on, so the evidence is a by-product of the work. Look for one record behind booking, notes, messaging, payments and access, with signed, timed notes, a full audit trail and records hosted in Singapore. wai is built that way, to help you achieve a clean HCSA inspection.

Is there MOH or HSA approved clinic software?

The Ministry of Health licenses healthcare services, and from 1 November 2026 HSA administers that licensing. It does not approve, certify or endorse software, wai included, and software cannot earn a licence on a provider's behalf. wai keeps the records your team uses to show MOH how care is delivered, and MOH decides the licence.

Does my HCSA licence change when HSA takes over?

No, existing HCSA licences stay valid and there is no reapplication. MOH remains the licensing authority. HSA administers licensing, inspections, audits and enforcement from 1 November 2026, and the portal and enquiry emails move to hsa.gov.sg.

Who can be a Clinical Governance Officer for an outpatient medical service?

A doctor in good standing who lives in Singapore, holds full registration with the Singapore Medical Council and a valid practising certificate, and is a registered family physician or specialist, or has practised full time for 5 years within 10 years. Remote services add MOH's telemedicine e-training.

How long must a clinic keep patient records?

The period is set by licence conditions. MOH's FAQ gives 6 years for outpatient records, counted from the last consultation or treatment.

When must my clinic contribute to NEHR?

Under the Health Information Act, enacted in February 2026 and not yet in force, GP clinics are to contribute by September 2027, specialist clinics by September 2028 and dental clinics by March 2030.

Does wai work for health systems and multi-site groups?

Yes, every location runs on the same record, inbox and reports. Larger organisations usually start with one pathway, prove it on their own data, and widen it from there.

Where does wai keep our records?

In Singapore, under Singapore's rules, encrypted, with a full audit log. We set this up with you before go-live.

Across Singapore

  1. Read nextClinics in Singapore
  2. Read nextSingapore clinic regulations in 2026
  3. Read nextHow to set up a private clinic in Singapore
  4. Read nextThe Health Information Act and NEHR
  5. Read nextMarketing a clinic under the advertisement regulations

See wai on your own diary, notes and inbox.

Fifteen minutes on video, on your own diary, notes and inbox. Built to help you achieve a clean HCSA inspection. wai hosts your clinic's records in Singapore, under Singapore's rules. We set this up with you before go-live.

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team@wellnessa-i.com

Sources

  1. 1MOH, HCSA, 2026Healthcare Services Act overviewRead source
  2. 2MOH, HCSA, 2026Summary of requirements for licenseesRead source
  3. 3Ministry of Health, 2025Circular 64/2025, licence conditions for the remote provision of Outpatient Medical ServiceRead source
  4. 4Health Sciences Authority, 2026A more integrated regulatory system for healthcareRead source
  5. 5Ministry of Health, 2026Circular MOH-MHC-0018-2026, overview and implementation of the Health Information ActRead source
  6. 6Harvard Business Review, 2011The Short Life of Online Sales LeadsRead source
  7. 7JAMA Network Open, 2025Clinician Experiences With Ambient Scribe Technology to Assist With Documentation Burden and EfficiencyRead source
  8. 8BMJ Open, 2016Using digital notifications to improve attendance in clinic, systematic review and meta-analysisRead source
  9. 9Ministry of Health, 2024Primary care servicesRead source
  10. 10Ministry of Health, 2022Licensing of medical clinics to consider Healthier SG participationRead source
  11. 11Ministry of Health, 2025FAQs on the retention period of patient health recordsRead source