Frequently Asked Questions

Yes

Yes, MHVC platform support scanned signature. Please reach out to your front office or call centre team for help.

At no point before, during or after the consult, patient will be able to see the doctors’ mobile number. The video call made to the patient is a secure in-app call.

MHVC platform is tested for performance and speed. 3G and 4G connectivity should be enough to have a smooth video consult. Platform also allows doctors to switch the video off in case any network related challenges are faced.

The patient will have to book a new appointment to show/discuss their reports. Whether or not you want the follow up to be a paid consult is configurable for you by the front office.

Once the video consult has started, you cannot cancel the appointment. However, you can reach out to call centre and front office team in case you wish to refund the consult fee.

Unless you have hit the “Complete Appointment” button, you can always use the video call icon to call the patient as many times as required. Once the “Complete Appointment” button is clicked, patient cannot be called.

Patients have the provision to upload documents and/or images for your reference before the consult starts.

Patient can upload more reports from the app before the consult, till the time complete appointment button is clicked.

Prescription is sent to the patient via registered email and it can be accessed in their “My Prescription” section of the app as well.

Consult must be completed within 2 hours of appointment time. If missed, it will reflect as cancelled.

The app supports multiple document upload by patients; however, each document should not exceed 1MB in size.

yes, all past prescriptions done on MHVC can be accessed.

Yes, till the time “Complete appointment is clicked, you can go back and pick another patient from “upcoming appointments” for initiating the consult.

• Referral should be advised as per of prescription. Patient has the choice to
  book a virtual consult for referred doctor to avail an online consult.
• Past prescriptions of the patient can be accessed.

On click to “Complete Appointment” button, prescription will automatically be shared with patients via registered email id. It will also be uploaded in the app under “My Prescription” section for the patients.

Please reach out to your call centre or front office team to check the charges defined for virtual consult as well as follow-up rules.

As of now, the app works on a Pay-Before-Use basis for all self-paying patients only.

Patient will receive a receipt over the email immediately after the consult is completed by you on MHVC platform.

• If patient is booking the appointment from patient app, payment can be
  made online via payment gateway using credit card, debit card, net banking,
  UPI or eWallet.
• If the appointment is booked by call centre or by the doctor, a payment link
  is sent to the patient in SMS.
• The payment must be made within 30 minutes of booking the appointment,
  else the slot will be released.

• A patient can book the appointment by
  a) Dialling the hospital’s call-centre number
  b) Using MyHealthcare patient app.
• Additionally, doctor’s app has the provision to book the appointment on
  patient’s behalf.

A leeway of late consult is already conveyed to the patient in their appointment confirmation message to consider any emergency/ continuing task that the doctor might be busy with. If at all the delay is beyond that, you need to inform the hospital call-centre or respective front office team to communicate with the patients.

• Yes, you will receive a SMS reminder 15 min before appointment time.
• There is also  an in-app notification sent 15 minutes before to remind you of an upcoming appointment.

You are advised to inform the call-centre or front office team to block your schedule and manage the appointments booked for the slots being blocked.

Yes, using the “Book Appointment” feature you can book the appointment for your patients. Please refer the doctors’ user manual for details.

All efforts are made to make a provision for coordinators to book the appointment on behalf of a doctor as part of upcoming upgrades.

You may reach out to your front office or call centre team to create the slots as per your preference.

You are free to modify the time slots as per your availability. The same must be communicated to the front office or call centre team

You may reach out to your front office or call-centre team to create the slots as per your preference as well as for blocking it for any reason.

MyHealthcare patient app has the provision to register a new patient or to add a family member by simple OTP based authentication.

You would explicitly ask the age of each patient, and if there is any doubt, seek age proof. Where the patient is a minor, after confirming the age, you will proceed with a virtual consultation only if the minor is consulting along-with an adult (guardian or relative) whose identity will also be ascertained by you. Please refer Virtual Consult Terms & Conditions for doctors for other details.

Yes, the app is available by the name “MH Doctor” for doctors on Play Store for android devices and on App Store for iOS devices. Patient app is also available by the name of “MyHealthcare” on Play Store for android devices and on App Store
for iOS devices.

After installing the app, you are required to enter your registered mobile number and OTP to complete the authentication and access the app. Please refer the doctors’ user manual for details.

• The patient app by the name “MyHealthcare” is available on Play Store for
  android users and on App Store for iOS users.
• Hospital call centre team is also trained to inform the patients about MHVC.
• Patients will also receive a link to download the app in each appointment
  confirmation SMS.

As of now, the platform is available only as android and iOS mobile app. All efforts are made to make a web version available as soon as possible.