Book Standards | Patient No Show Policy | Guarantee Program
Book Standards - Practitioners

Practo’s mission is to help billions of people live healthier and longer lives. In pursuit of this mission, our aim is to offer an exceptional experience to both users (users refer to patients in the document as per Practo Terms & Conditions ) and healthcare practitioners. As a valuable partner on our platform we want to ensure that the practitioners’ experience on the Practo booking platform is seamless to both, them and their users.

Guidelines

To enable you to deliver a great experience to patients booking appointments with you via Practo website/app, we request all practitioners to follow the below:

  1. Ensure that the patient consults the same practitioner with whom the appointment has been confirmed within 2 hrs of the scheduled appointment time. If due to practitioner’s unavailability this is not possible, then the appointment should be cancelled or rescheduled to another time beforehand
  2. Communicate to the patient about any expected delay/cancellation at least 2 hours prior to the scheduled time of appointment*
  3. Update the practitioner’s Practo Profile and calendar in following cases:
    • Any scheduled closure* of the clinic/hospital, e.g. on festivals; and, blocking calendar* on personal holidays
    • Transfer of resident/consulting practitioners to another establishment*
    • Change in practitioner or clinic/hospital’s consultation timings*

*The features to perform these are available on Practo Ray, Practo Profile and Qikwell by Practo. For details on these, please feel free to reach out to us at support@practo.com or +91 8880588999

Exceptions to the Guidelines

We completely understand and respect the complexity of the medical profession, and therefore consider following exceptions(where a healthcare practitioner was unable to follow the above guidelines):

  1. In case of personal or medical emergencies, we understand that doctor substitution, doctor no-show, last minute cancellation/rescheduling is unavoidable. In such instances, on discretion, a one-time exception for non-compliance will be made.
  2. In case the patient is consulted by another practitioner followed by the one with whom the appointment was booked, then it is not considered as non-compliance.
  3. In case patient’s wait time exceeds 2 hours, non-compliance is assigned on a case-by-case basis.
  4. In case the practitioner doesn’t practice anymore at the clinic, where appointment has been booked, the clinic owner/doctor must update the information.

Non-compliance to the Guidelines

Non-compliance cases are kept in record as and when reported to Practo via users as per the Practo Guarantee Program. All such cases are verified by our team with both, the practitioner and the user. Each inbound and verified non-compliance case received by Practo, will be communicated to the practitioner (clinic/hospital and doctor) in following ways -

  1. Email and SMS at the doctor and practice registered email ID and mobile number.
  2. Book Standards dashboard for all practices and doctors on Book facility. Learn how to use Book Standards Dashboard.

Non-compliance cases lead to poor patient experience and may have a negative impact on the reputation of the practice, therefore Practo may in such instances deactivate the ‘Book’ facility from Practo profile for allowing the practitioner to become well-versed with the guidelines and become comfortable with using the features associated with it. However, while the Book facility is deactivated, the patients would still be able to connect with the practitioner or clinic/hospital through the ‘Call’ facility.

The deactivation of Book will be based on the number of verified non-compliance cases in the current quarter i.e. 90 days period (starting on 1 Jan, 1 April, 1 July, 1 Oct every year), as explained below -

Number of verified non-compliance
cases in current quarter
Action Minimum “Book” deactivation period
1 Email and SMS to practice and doctor alerting non-compliance case 0 days
2 Doctor’s Book facility may be deactivated until training course completion Until training course completion
3 Doctor’s Book facility will be deactivated to avoid poor patient experience Minimum 20 days, followed by training course completion
Number of verified non-compliance cases in current quarter
Action
Minimum “Book” deactivation period
1
Email and SMS to practice and doctor alerting non-compliance case
0 days
Number of verified non-compliance cases in current quarter
Action
Minimum “Book” deactivation period
2
Doctor’s Book facility may be deactivated until training course completion
Until training course completion
Number of verified non-compliance cases in current quarter
Action
Minimum “Book” deactivation period
3
Doctor’s Book facility will be deactivated to avoid poor patient experience
Minimum 20 days, followed by training course completion

Note

  1. All numbers in the table above are computed on a practitioner-clinic/hospital combination
  2. The number of non-compliance cases are calculated after excluding exceptions mentioned in “Exceptions to the Guidelines”

Restoring the Book facility

In the rare instance of the Book facility being deactivated, reinstatement and has to be initiated by the practitioners after the minimum deactivation period ends. Below are the ways practitioners or clinic/hospital owner can restore Book facility -

  1. Practo will send an email and SMS while deactivating the Book facility. It will have link to the complete the training course. Once you complete the course, please reach out to Practo support at support@practo.com or call +91 8880588999 to activate Book again.

The reinstatement of Book facility is dependent on the level of reliability of patient experience being delivered as per the Guidelines.

Above terms are valid for practitioners and clinic/hospitals based in India only. The terms herein form a part of and are to be read in line with the Practo Terms and Conditions . All the terms that are capitalized and have not been defined are otherwise defined in the Terms and Conditions.