Teleconsultation Policy

1. Introduction to Teleconsultation

The Smart T Web Hospital, Gujarat's Top #1 Hospital Healthcare Solution Point, is committed to providing accessible, high-quality healthcare services through innovative technologies. Our teleconsultation services enable patients to receive professional medical advice and care remotely, ensuring continuity of care while maintaining the highest standards of medical practice.

Since our establishment in 2012, we have continuously evolved to meet the changing needs of our patients. Teleconsultation represents our commitment to leveraging technology to bridge geographical barriers and provide convenient access to our expert medical professionals from the comfort of your home.

This policy outlines the framework for safe, effective, and ethical delivery of teleconsultation services, ensuring that remote healthcare maintains the same quality standards as our in-person consultations at our 100-bedded facility.

2. Scope of Services

Our teleconsultation services cover a wide range of medical specialties and healthcare needs:

2.1 Available Specialties

• General Medicine and Primary Care
• Internal Medicine consultations
• Pediatric consultations for routine care
• Dermatology assessments and follow-ups
• Mental health and counseling services
• Chronic disease management
• Medication reviews and adjustments
• Post-operative follow-up care
• Preventive care consultations
• Second opinion consultations

2.2 Service Delivery Methods

• Video consultations via secure platforms
• Audio-only consultations when video is not feasible
• Store-and-forward consultations for specific conditions
• Remote monitoring consultations
• Follow-up consultations for existing patients

3. Definitions and Terms

• Teleconsultation: The provision of healthcare services remotely using telecommunications technology
• Patient Portal: Secure online platform for accessing teleconsultation services
• Synchronous Consultation: Real-time interaction between patient and healthcare provider
• Asynchronous Consultation: Non-real-time exchange of medical information
• Remote Monitoring: Continuous or periodic monitoring of patient health status
• Healthcare Provider: Licensed medical professional providing teleconsultation services
• Digital Health Record: Electronic medical records maintained for teleconsultation patients
• Telemedicine Platform: Secure software system enabling remote healthcare delivery

4. Patient Eligibility

4.1 General Eligibility Criteria

Teleconsultation services are available to patients who meet the following criteria:

• Age 18 or older (pediatric consultations require parental/guardian participation)
• Access to stable internet connection and compatible device
• Ability to communicate effectively in available languages
• Consent to teleconsultation terms and conditions
• Understanding of teleconsultation limitations

4.2 Medical Suitability

Teleconsultation is appropriate for:

• Follow-up appointments for stable chronic conditions
• Routine medical consultations and check-ups
• Medication reviews and adjustments
• Mental health and counseling sessions
• Post-operative follow-up care
• Prescription renewals for ongoing treatments
• Preventive care consultations
• Second opinion consultations

4.3 Exclusion Criteria

Teleconsultation is not suitable for:

• Emergency medical situations requiring immediate intervention
• Conditions requiring physical examination or procedures
• Initial diagnosis of complex or serious conditions
• Patients with severe cognitive impairment (unless accompanied)
• Situations requiring laboratory tests or imaging studies

5. Services Offered

5.1 Consultation Types

• Video Consultations: Face-to-face consultations using secure video technology
• Audio Consultations: Voice-only consultations when video is not available
• Chat Consultations: Text-based consultations for specific queries
• Store-and-Forward: Asynchronous consultations using shared medical information

5.2 Specialty Services Available

• General Medicine and Family Practice
• Internal Medicine consultations
• Dermatology assessments
• Mental Health and Psychology services
• Endocrinology and Diabetes management
• Cardiology follow-ups
• Pulmonology consultations
• Gastroenterology follow-ups

6. Platform Access

6.1 Registration Process

To access teleconsultation services:

• Create secure patient account on hospital website
• Provide valid identification and contact information
• Complete medical history questionnaire
• Verify insurance information (if applicable)
• Agree to teleconsultation terms and conditions

6.2 Platform Security

• End-to-end encryption for all communications
• HIPAA-compliant data protection
• Secure authentication and access controls
• Regular security audits and updates
• Protected health information safeguards

7. Appointment Booking

7.1 Booking Process

• Select teleconsultation option during appointment booking
• Choose preferred healthcare provider and time slot
• Specify consultation type (video, audio, or chat)
• Provide reason for consultation and medical history
• Confirm appointment and receive access instructions

7.2 Cancellation and Rescheduling

• 24-hour notice required for free cancellation
• Online rescheduling available up to 2 hours before appointment
• Late cancellation fees may apply
• Emergency situations considered on case-by-case basis

8. Consultation Process

8.1 Pre-Consultation Preparation

• Test device and internet connection 15 minutes before appointment
• Prepare list of current medications and medical history
• Ensure private, quiet environment for consultation
• Have photo identification ready for verification
• Gather any relevant medical documents or reports

8.2 During the Consultation

• Healthcare provider verifies patient identity
• Discussion of symptoms, concerns, and medical history
• Clinical assessment within teleconsultation limitations
• Treatment recommendations and care plan discussion
• Prescription issuance (when appropriate and legally permitted)
• Follow-up appointment scheduling if needed

9. Technical Requirements

9.1 Device Requirements

• Computer: Windows 10+ or macOS 10.12+ with webcam and microphone
• Smartphone: iOS 12+ or Android 8+ with front camera and microphone
• Tablet: iPad with iOS 12+ or Android tablet with camera
• Internet: Minimum 1 Mbps upload/download speed for video calls

9.2 Software Requirements

• Updated web browser (Chrome, Safari, Firefox, or Edge)
• Hospital's secure teleconsultation app (optional)
• Enabled camera and microphone permissions
• Disabled firewalls or VPNs that might block connection

10. Privacy and Security

10.1 Data Protection Measures

• All teleconsultation sessions are encrypted and secure
• No recording of sessions without explicit patient consent
• Protected health information handled according to privacy laws
• Secure storage of digital medical records
• Limited access to authorized healthcare personnel only

10.2 Patient Privacy Rights

• Right to request consultation recordings (where permitted)
• Access to digital medical records and consultation notes
• Control over sharing of health information
• Option to revoke consent for teleconsultation services

11. Patient Responsibilities

11.1 Pre-Consultation Responsibilities

Patients are responsible for:

• Providing accurate and complete medical history information
• Ensuring reliable internet connection and compatible device
• Arriving on time for scheduled teleconsultation appointments
• Having current medications and medical records available
• Preparing questions and concerns in advance
• Ensuring private and quiet environment for consultation

11.2 During Consultation Responsibilities

• Providing truthful and detailed information about symptoms
• Asking questions when something is unclear
• Following healthcare provider's instructions
• Informing provider of any technical difficulties
• Respecting consultation time limits and schedule
• Maintaining appropriate behavior and communication

11.3 Post-Consultation Responsibilities

• Following prescribed treatment plans and medications
• Scheduling follow-up appointments as recommended
• Seeking in-person care when advised
• Providing feedback on teleconsultation experience
• Keeping electronic prescriptions and medical records secure

11.4 Payment and Insurance Responsibilities

• Understanding teleconsultation fees and payment policies
• Providing accurate insurance information
• Making timely payments for services rendered
• Understanding insurance coverage limitations
• Notifying hospital of insurance changes

12. Physician Responsibilities

12.1 Professional Standards

Healthcare providers conducting teleconsultations must:

• Maintain same standards of care as in-person consultations
• Verify patient identity and obtain proper consent
• Ensure appropriate clinical assessment within technology limitations
• Provide clear treatment recommendations and follow-up plans
• Maintain professional appearance and behavior
• Comply with all applicable medical and legal requirements

12.2 Clinical Responsibilities

• Conduct thorough medical history and symptom assessment
• Determine appropriateness of teleconsultation for patient's condition
• Recognize limitations and refer for in-person care when necessary
• Prescribe medications only when clinically appropriate
• Provide clear instructions for treatment and follow-up
• Document consultation thoroughly in medical records

12.3 Communication Responsibilities

• Ensure clear and effective communication with patients
• Verify patient understanding of diagnosis and treatment
• Provide written summaries when appropriate
• Respond to patient questions and concerns promptly
• Coordinate care with other healthcare providers

12.4 Technology and Documentation

• Ensure reliable technology setup and backup plans
• Maintain detailed teleconsultation records
• Protect patient privacy and confidentiality
• Use secure, HIPAA-compliant platforms only
• Report technical issues that affect patient care

13. Limitations of Teleconsultation

13.1 Clinical Limitations

Patients should understand that teleconsultation has inherent limitations:

• No physical examination or direct patient assessment
• Limited ability to perform diagnostic procedures
• Dependence on patient's ability to describe symptoms accurately
• Technology-dependent service quality
• Potential for miscommunication due to technical issues

13.2 Diagnostic Limitations

• Cannot perform laboratory tests or imaging studies
• Limited assessment of vital signs
• Inability to conduct hands-on physical examinations
• May require in-person follow-up for complete evaluation

14. Emergency Situations

14.1 When to Seek Emergency Care

Teleconsultation is not appropriate for emergency situations. Seek immediate medical attention for:

• Chest pain or heart attack symptoms
• Difficulty breathing or severe respiratory distress
• Severe injuries or trauma
• Sudden neurological symptoms (stroke signs)
• Severe allergic reactions
• Mental health emergencies or suicidal thoughts
• Severe abdominal pain
• High fever with severe symptoms

14.2 Emergency Response Protocol

If emergency situation arises during teleconsultation:

• Healthcare provider will direct patient to call emergency services immediately
• Provider may contact emergency services on patient's behalf
• Consultation will be terminated to allow for emergency care
• Follow-up care will be coordinated as appropriate

15. Fees and Payment

15.1 Teleconsultation Fees

• General Medicine: ₹200-300 per consultation
• Specialist Consultation: ₹400-600 per consultation
• Follow-up Consultation: ₹150-250 per consultation
• Mental Health Session: ₹500-800 per session

15.2 Payment Methods

• Online payment via credit/debit cards
• Net banking and UPI payments
• Digital wallets (Paytm, Google Pay, PhonePe)
• Insurance billing (where applicable)

16. Medical Records

16.1 Electronic Health Records

All teleconsultation encounters are documented in the hospital's electronic health record system:

• Comprehensive consultation notes including patient history, symptoms, and assessment
• Treatment recommendations and care plans
• Prescriptions issued and medication instructions
• Follow-up appointments and referrals scheduled
• Technical notes about consultation quality and any limitations

16.2 Record Accessibility

• Patients have access to their teleconsultation records through patient portal
• Records are integrated with existing medical history
• Healthcare providers can access records for continuity of care
• Emergency access protocols for urgent care situations
• Secure sharing with authorized healthcare providers

16.3 Record Retention

Teleconsultation records are maintained according to:

• Hospital record retention policies (minimum 7 years)
• Legal and regulatory requirements
• Medical licensing board guidelines
• Insurance and billing documentation requirements
• Quality assurance and audit needs

16.4 Privacy and Security

• All records protected by HIPAA privacy safeguards
• Encrypted storage and transmission of medical information
• Access controls and audit trails for record access
• Regular security assessments and updates
• Incident response procedures for privacy breaches

17. Quality Assurance

17.1 Quality Monitoring Programs

The Smart T Web Hospital maintains comprehensive quality assurance for teleconsultation services:

• Regular review of teleconsultation outcomes and patient satisfaction
• Monitoring of technical performance and platform reliability
• Assessment of clinical decision-making and treatment effectiveness
• Evaluation of patient safety incidents and near-misses
• Continuous improvement initiatives based on data analysis

17.2 Clinical Quality Measures

• Appropriateness of teleconsultation vs. in-person referrals
• Patient satisfaction scores and feedback
• Clinical outcome measurements and follow-up compliance
• Medication compliance and prescription accuracy
• Emergency department visits following teleconsultations

17.3 Provider Performance Assessment

Healthcare providers are evaluated on:

• Clinical competency in teleconsultation delivery
• Patient communication effectiveness
• Technology proficiency and problem-solving
• Documentation quality and completeness
• Adherence to teleconsultation protocols and guidelines

17.4 Continuous Improvement

• Regular training updates for healthcare providers
• Technology platform upgrades and enhancements
• Policy and procedure updates based on best practices
• Patient feedback integration into service improvements
• Benchmarking against industry standards and peers

17.5 Incident Reporting and Management

• Systematic reporting of technical failures or clinical incidents
• Root cause analysis for significant quality issues
• Corrective action plans and implementation monitoring
• Communication of lessons learned to all providers
• Regular review and updating of safety protocols

18. Regulatory Compliance

18.1 Legal Framework

Our teleconsultation services comply with:

• Telemedicine Practice Guidelines issued by Medical Council of India
• Information Technology Act, 2000 and related rules
• Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations
• Clinical Establishments (Registration and Regulation) Act
• Drugs and Cosmetics Act provisions for e-prescriptions

18.2 Healthcare Standards

• All healthcare providers are licensed and registered
• Adherence to clinical practice guidelines
• Maintenance of professional standards and ethics
• Regular quality assurance and monitoring

19. Technical Support

For teleconsultation technical support, platform access, or policy questions:

This Teleconsultation Policy is effective as of October 12, 2025, and complies with telemedicine guidelines issued by the Medical Council of India and other relevant regulatory authorities.