FAQs for Doctor & Patients

FAQs - DOCTORS

Is Telemedicine consultation legal in India?

Yes. The Indian Government has published telemedicine practice guidelines ("Telemedicine Guidelines") on March 25, 2020. It is now perfectly legal to provide teleconsultation by Registered Medical Practitioners (M.B.B.S and above) in line with the requirements of the telemedicine guidelines.

What are mandatory factors for telemedicine consultation in India?

The Doctor has to maintain the same standard of care during teleconsultation as during in-person consultation & at the same time understand the limitation of teleconsultation & advise or prescribe accordingly. The doctor must provide photo/scan /digital copy of a signed prescription or e-Prescription to the patient via email or any messaging platform.

The doctor is required to display his/her Medical Council Registration Number on his/her prescription

It is mandatory for doctors to prepare, maintain & preserve the patient's records (e.g. case history, investigation reports, images, etc.), copy of prescription issued & proof of teleconsultation Patient consent is necessary for any telemedicine consultation.

Does consultation through hellolyf reduce the medico legal risks involved?

Consulting a patient through HelloLyf gives you the following advantages:

  • A formatted prescription with Digital Signature, Registration Number is displayed
  • electronic Health Records are preserved
  • Patient consent is taken before start of consultation
  • Drug Alcohol Interactions, Drug Food Interaction for medicines prescribed are displayed in each prescription
  • Drug Contraindications are notified for each medicine prescribed

How will I get my fees and in how many days?

The patient shall need to pay through a Wallet or through Net Banking or through card before starting a consultation. The same will get credited to your account within 2-3 business days

How will patient get refund if a consultation fails?

The patient shall get ReFUND within the same working day if a consultation is unsuccessful or the Doctor cancels the consultation or a prepaid Appointment.

How is 'HelloLyf' different from other platforms?

Hellolyf is a time tested telemedicine platform which has been used by hundreds of individual Doctors, different State Governments of India, Corporates as well as Hospitals to provide consultations to the patients. Doctors across India have done over 7 lakhs consultations through Hellolyf. In the backend we have Litmus Dx which is backed by a Clinical Decision Support System that provides end to end diagnostic and therapeutic tools to the Doctors, and ensures reduction of medical errors. The strength of our telemedicine services lies in Litmus Dx, our robust back end application for the Doctors.

Features of Litmus Dx (Doctor's prescription tool)

  • Over 960 plus diseases, 8000 plus symptoms for the Doctors to choose from
  • Over 440 investigations covered with reference ranges
  • More than 50000 brands of reputed Pharma Companies, 6500 formulations covered
  • More than 20,000 drug precautions covering contra-indications, drug interactions, adverse drug reactions and food & alcohol interactions built in ensuring that medication errors are never made
  • Medical records of Patients are encrypted, secured with 128 bit SSL security, maintaining high levels of security & privacy.

Can I use 'HelloLyf' for seeing my offline patients?

Yes. You can use the same User Account to consult your Patient during his/her physical visit to your chamber. The offline feature will have the same flow as the Online feature.

Why do my patients need to pay a convenience fee?

We wish to inform you that the convenience fee is levied on consultations on HelloLyf for online facilities provided by us through which Patients can book their Appointments online with convenient modes of payment. HelloLyf enables Patients to consult a Doctor from the convenience of his home and thus avoid the hassle of traveling to the Clinic and waiting in long queues to consult the Doctor.

How do you ensure the privacy & confidentiality of patient data?

Medical records of Patients are encrypted, secured with 128 bit SSL security, maintaining high levels of security & privacy.

If a patient consults the doctor within 5 days with test report or complain, how his/hers fees will be waived off?

It depends on the terms & conditions kept by the Doctor. In case a Patient consults within 5 days automatically his/her fees will be waived off.

How will a doctor see reports of a patient who has consulted him recently?

The patient will have to book an appointment or directly consult the Doctor through Hellolyf and upload his reports. The Doctor will be able to see the Reports/Documents uploaded in the View Document Tab in the consultation page. The View Document Tab will appear ReD when the patient uploads any document.

Can the patients or doctor schedule an appointment?

Yes. The patient can click on the MY ACCOUNTS section of the Virtual Clinic page and book an appointment as per the slots available. The Doctor or his/her Assistant can also schedule an Appointment for the patient.

How long will I be able to access my patients data?

Your patient data is stored in cloud and will be accessible to you as long as your registered user id remains active and valid.

Once I enrol to 'hellolyf' will I be able to use other telemedicine platforms to see patients?

Yes. You can try other platforms, but we hope that you will find that your experience of "Virtual Clinics" and HelloLyf will be unique and different.

Can I consult patients through 'hellolyf' if I am not computer savvy?

Yes. We can assure you that you will be able to consult patients and generate prescriptions over HelloLyf very easily if you have used a smartphone. It's so easy.

Will I need to buy a laptop or computer for teleconsultations?

A smartphone or Tablet can serve the purpose and can be convenient if you are on the move. Laptop or Computer is a good solution if you practise from one fixed chamber.

If I give my account details to you, how safe it will be?

We understand your concern. All payments on HelloLyf are processed through secure and trusted payment gateways managed by leading Indian banks/Wallets. You need to share your Account details or your UPI id for transfer of consultation fees to your account. Otherwise also Banks in India now use the 3D Secure password service/ One time password (OTP) for online transactions, providing an additional layer of security through identity verification.

How will I know that my patients data will not be sold/forwarded to another healthcare group or individual for commercial purpose?

The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ('IT Rules') of Government of India prohibits the unauthorized transfer of medical records and medical history and deems it as misuse of sensitive information. We as a Healthcare organisation assure you that all electronic health records of your patients are encrypted and stored securely with 128 bit SSL security, maintaining high levels of security & privacy. We are committed towards the safety of your patient data.

 

FAQs - Patients

Booked a paid appointment with the doctor but it got cancelled. Please help!

Due to these trying times, it may take a maximum of 15 working days for the amount to reflect in your account. We will ensure that the amount reaches you soon. Please connect the helpline number if you want to book an appointment with the same Doctor later or with another Doctor available online now.

I did not receive a confirmation SMS/email for a transaction I am charged for.

If your transaction is successful, you shall see your booking under the 'APPOINTMeNTS' in the "MY ACCOUNTS' section once you have logged in. Don't forget to check your SMS/email for a booking confirmation before attempting another transaction. In case you do not see a booking here it means that the transaction did not go through and you can make a fresh Appointment. Rest assured, the amount charged would be refunded to the payment source within 15 working days.

When will I receive a refund for the failed transaction?

The amount charged for the unsuccessful transaction is refunded from our end within a few hours and should reflect in your account within next 15 working days. Your health is very important to us and you must go ahead and book a fresh appointment. Rest assured the amount would be refunded to the payment source within the above-mentioned timelines.

I logged in at the appointment time and sent consultation to the doctor, but the doctor did not pick up my call. Please help.

The Doctor may have got stuck in some emergency due to which the Doctor could not attend you. You can call the helpline number for a re-appointment or for consulting another Doctor who is available online. The amount charged for the unsuccessful transaction will be refunded from our end within a few hours and should reflect in your account within next 15 working days.

My consultation got disconnected due to network problem and I did not get any prescription

You can go to the "MY ACCOUNTS' section and click on the 'PENDING CONSULTATION' to complete the Consultation. You can call the helpline number for a re-appointment or for consulting another Doctor who is available. The amount charged for the unsuccessful transaction will be refunded from our end within a few hours and should reflect in your account within next 15 working days.

My consultation went off well and the doctor assured that he is sending a prescription. But I did not get a prescription

You can go to the "MY ACCOUNTS' section and click on the 'HISTORY' tab to view and download the prescription. In case the prescription is not available in the 'HISTORY', please call the helpline number for assistance.

I wanted to consult a doctor urgently but I am not finding any doctor online.

It is our endeavour to provide Doctor consultation round the clock but not all Specialists make themselves available all throughout the day. Please call the helpline number for assistance. We will definitely arrange a Doctor for you.

I am facing errors while using the mobile application / mobile website. What do I do?

Please go to Settings- Apps- HelloLyf and do a clear data. Also, let us know if you have given the app all the permission. You can get in touch with by clicking on this link and help us on the exact screen along with the app version, OS version and device name

Why am I being asked for my Mobile number?

Well, the security of your transaction is the foremost reason. The purpose is to help you with the booking confirmation, which will be directly sent on your registered contact details via SMS/email.

The doctor did not fully listen to my complaints but generated a prescription

We understand your concern. We request you to send us the details in the COMPLAINT section. We are definitely going to take this matter with the Doctor.

Why do i need to pay a convenience fee?

We wish to inform you that the convenience fee is levied for consultations on HelloLyf for online facilities provided by us through which Patients can book their Appointments online with convenient modes of payment. HelloLyf enables Patients to consult a Doctor from the convenience of their home and thus avoid the hassle of traveling to the Clinic and waiting in long queues to consult the Doctor.

I need to show my test reports/my old prescriptions to the doctor. Please help.

You can upload your old prescriptions, test reports during video consultation with the Doctor. The Doctor will be able to view the uploaded documents immediately.