Prime benefits standards policy for Practitioners

Prime benefits program is aimed at improving the overall experience of the Practitioner and User.

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

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

The program offers following benefits to the Practitioners, who commit to offer the above benefits to the Users:

  1. Get featured in the Prime benefits providers listing section on the Website , in relation to the relevant specialization and location.
  2. Get a premium listing card with a Prime badge.

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

This program is valid only for Practitioners in Pune, effective 10 Jul, 2018.

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 who are affiliated to Prime benefits must follow the below:

  1. Check that the Practitioner's data such as qualification, services offered, etc. on the Website is correct.
  2. 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 no. 4 below).
  3. 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.
  4. Communicate to the User about any expected delay/cancellation at least 2 hours prior to the scheduled appointment time*.
  5. 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*.
  6. Uphold the guarantee conditions as set at the time of booking of the appointment.
  7. 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
  8. 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*.
  9. In cases where fees vary for a Practitioner, the actual fees to be charged should be communicated to the User during appointment booking.
  10. In case of location change, the Practitioner should inform all pending appointments about the location change and update the location mentioned on the Website*.

*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 9513733001.

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, at Practo's discretion, a one-time exception per quarter for non-compliance will be made.
  2. 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.
  3. In case the User reported late to the Practitioner, only location accuracy will be guaranteed.
  4. 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.
  5. Location mentioned on the Website is within 100 meters of the actual physical location of the establishment
  6. 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.
  7. 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.
  8. 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) in following ways -

  1. Email and SMS at the individual doctor's and Practitioner's registered email ID and mobile number.
  2. Standards dashboard for all Practitioners offering Prime benefits.

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 the both 'Book' and 'Prime benefits' facility, as applicable, from the Website for allowing the Practitioner to become well-versed with the guidelines and become 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 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” and "Prime" deactivation period
1 Email and SMS to the Practitioner alerting non-compliance case 0 days
2 Practitioner’s Prime benefits and Book facility may be deactivated until training course completion Until training course completion
3 Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience Minimum 15 days, followed by training course completion
Number of verified non-compliance cases in current quarter
Action
Minimum “Book” and "Prime" deactivation period
1

Email and SMS to the Practitioner alerting non-compliance case
0 days
Number of verified non-compliance cases in current quarter
Action
Minimum “Book” and "Prime" deactivation period
2

Practitioner’s Prime benefits and 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” and "Prime" deactivation period
3

Practitioner’s Prime benefits and Book facility will be deactivated to avoid poor patient experience
Minimum 15 days, followed by training course completion

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'.

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 and the required training course has been completed.

In order to complete the training course, please use our standards dashboard.

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 .