Prime benefits program is aimed at improving the overall experience of User and the establishment/institution including its designated practitioners earmarked for Practo Prime (“Practitioner”).

As per the Prime benefits program, the Practitioner commits to offer one or more of following benefits to the patients booking appointments through the Website:

1. Wait time will be within the limit as mentioned on Practo.
2. Consultation fees charged by the Practitioner will be same as published on the Website.
3. Location of the Practitioner will be same as published on the Website.
4. Consultation with the same individual medical practitioner (in an organization or institution), with whom appointment was booked on the Website.

The program offers an enhanced listing card with a Prime badge to the Practitioners, who commit to offer the above benefit to the Users, on the Website.

To enroll for the Prime benefits, please contact our representative.

This program is valid only for Practitioners in select cities.

For the Practitioners who are enrolled for Prime benefits, the below mentioned policy is applicable.

These guidelines and terms and conditions must be read in conjunction with the Practo Terms & Conditions . In case of any inconsistency between the two, Practo Terms & Conditions should prevail unless expressly mentioned here.

Guidelines

Practitioners that have signed up to be part of the Prime benefits program must ensure to:

1. Check that the individual Practitioner's data such as qualification, services offered, etc. on the Website is correct.
2. Uphold the assurances guaranteed to the Users set at the time of booking of the appointment.
3. Practitioners offering wait-time promise to the Users should comply with the following policies:
   • The wait time for the User should be within the limit committed by the Practitioner, upon enrolling for Prime benefits. Wait time is defined as the duration from the appointment time to the start of consultation by a doctor.
   • Communicate to the User about any expected delay/cancellation at least 2 hours prior to the scheduled appointment time*.
4. Practitioners offering verified fees promise to the Users should comply with the following policies:
   • Ensure fees mentioned on the Website is same as being charged at the Practitioner's establishment. In case of change in the fees, same should be updated on the Website* or should be brought to the notice of Practo via email sent to support@practo.com
5. In cases where fees vary for a Practitioner, the actual fees to be charged should be communicated to the User during appointment booking.
6. Practitioners offering verified location promise to the users should comply with the following policies:
   • Ensure location of the Practitioner's establishment as mentioned on Practo is accurate; fault tolerance is 75 meters or less from the location specified on the Website
   • In case of location change, the Practitioner should inform all pending appointments about the location change and update the location mentioned on the Website*.
7. Practitioners offering preferred doctor meets you promise to the Users should comply with the following policies:
   • Ensure that the User consults the same individual medical practitioner (in an organization or institution) with whom the appointment has been made via the Website. If due to such individual's unavailability this is not possible, then the appointment should be cancelled or rescheduled to another time beforehand (as per 3.2 no. 4 below).
   • Communicate to the User about any expected delay/cancellation at least 2 hours prior to the scheduled appointment time*.
   • 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'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 the User is consulted by a different individual Practitioner followed by the one with whom the appointment was booked, then it is not considered as non-compliance.
2. In case the User reported late to the Practitioner, only location accuracy will be guaranteed.
3. In case an individual medical practitioner doesn't practice anymore at the Practitioner (being the organization or establishment), where appointment has been booked, the Practitioner (i.e. the organization/establishment) must update the information promptly and in all circumstances where it is feasible provide prior notice to Practo.
4. Location mentioned on the Website is within 100 meters of the actual physical location of the establishment
5. Fees charged by the Practitioner varies w.r.t. day of the week or hour of the day and the Practitioner has informed the User about the same on call, prior to appointment.
6. Wait time of the Practitioner is more on a particular day and the same has been communicated to the User over call at least 2 hours prior to the appointment or at the time of booking the appointment.
7. Cases arising due to fee discrepancy because of system limitations would be dealt on a case by case basis.
   

Non-compliance to the Guidelines

Non-compliance cases are kept in record as and when reported to Practo via Users as per the Prime benefits policy or are otherwise discovered by Practo by independent verification. All non-compliances reported by Users are verified by Practo's 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 the individual doctor) via Email and SMS at the individual doctor's and Practitioner's registered email ID and mobile number.

Non-compliance cases lead to poor User experience and may have a negative impact on the reputation of the Practitioner, therefore Practo may in such instances deactivate both 'Book' and 'Prime benefits' facility, as applicable, from the Website to assist the Practitioner become well-versed with the guidelines and ensure he/she is comfortable with using the features associated with it. However, while the Prime benefits and Book facilities are deactivated, the Users would still be able to connect with the Practitioner through the 'Call' facility and Practitioner will not be eligible for Prime benefits for providers.

The deactivation of Prime benefits and Book facility, as applicable, will be based on the number of verified non-compliance cases in the last 90 days period, as explained below -

Number of verified non-compliance cases in the last 90 days	Action	Minimum “Book” and "Prime benefits" deactivation period
(3 and >1% non-compliance) or >9 non-compliances	Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience	Minimum 15 days
Next non-compliance	Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience	Minimum 20 days
Every Next non-compliance	Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience	Minimum 25 days

Number of verified non-compliance cases in the last 90 days Action Minimum “Book” and "Prime" deactivation period	(3 and >1% non-compliance) or >9 non-compliances Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience Minimum 15 days
Number of verified non-compliance cases in the last 90 days Action Minimum “Book” and "Prime" deactivation period	Next non-compliance Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience Minimum 20 days
Number of verified non-compliance cases in the last 90 days Action Minimum “Book” and "Prime" deactivation period	Every Next non-compliance Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience Minimum 25 days

Note

1. All numbers in the table above are computed on a individual doctor -Practitioner combination i.e. a non-compliance by an individual doctor who is affiliated with a Practitioner, will be considered as a single non-compliance for such Practitioner in relation to the Prime benefits.
2. The number of non-compliance cases are calculated after excluding exceptions mentioned in 'Exceptions to the Guidelines'.
3. Percentage of non-compliance is on total number of appointments or calls connected.
4. Even if the non-compliance happens on the 90th day, we will penalise basis our policy.

Restoring the Prime benefits

In the rare instance of the Prime benefits and Book facility, as applicable, being deactivated, reinstatement will automatically happen after the minimum deactivation period ends.

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

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 .