1. Introduction

Welcome to our Telemedicine services. Through our platform, we offer accessible, convenient, and secure medical consultations and healthcare services directly via digital technology. This service allows patients to consult with healthcare professionals over the internet, significantly simplifying the process of seeking medical care. We are committed to delivering these services in compliance with all applicable telemedicine regulations and adhering strictly to patient privacy laws. Our goal is to ensure that your virtual visits are handled with the same discretion and governed by the same confidentiality protocols as traditional in-person consultations. By using our telemedicine services, you agree to the terms and conditions set forth herein. Please read these terms carefully to understand how we manage our telemedicine services and your data.

2. Understanding Telemedicine

Definition of Telemedicine Telemedicine involves the delivery of healthcare services using telecommunications technology, allowing patients to receive medical advice, diagnoses, and treatment remotely. This method connects patients with healthcare providers digitally, eliminating the need for physical presence in a traditional healthcare setting. How Telemedicine Consultations Work Telemedicine consultations are conducted through secure video conferencing tools that ensure privacy and confidentiality. Here’s how it typically works:

• Scheduling: Patients schedule an appointment online through our website or mobile app.
• Preparation: Prior to the consultation, patients may be required to provide health history and details of current symptoms via secure forms.
• Consultation: At the scheduled time, the patient connects with the healthcare provider through a secure video call. During this session, the provider assesses the patient’s condition, answers questions, and discusses treatment options.
• Follow-Up: After the consultation, any necessary prescriptions are sent electronically to a pharmacy, and a summary of the consultation along with follow-up instructions, if any, are provided to the patient through the platform.

Types of Services Offered Through Telemedicine Our telemedicine platform offers a variety of services tailored to meet diverse patient needs:

• Consultations: Real-time discussions with healthcare providers to diagnose symptoms and recommend treatment.
• Follow-Up Visits: Scheduled meetings to assess patient progress and make any necessary adjustments to the treatment plan.
• Prescription Services: Evaluation and issuance of prescriptions, which can be sent directly to a local pharmacy.
• Specialist Referrals: If needed, referrals to specialists for further examination or treatment.

These services are designed to be comprehensive and flexible, ensuring that patients receive the care they need with the convenience and safety of remote access.

3. Patient Consent

Requirement for Explicit Patient Consent Before initiating any telemedicine consultation, it is mandatory for us to obtain explicit consent from you, the patient. This consent is essential to ensure that you are fully aware of the nature and scope of the virtual healthcare services you will be receiving. Description of the Consent Process The consent process is straightforward and can be completed using one of the following methods:

• Electronic Signature: You will be asked to read the consent form and provide an electronic signature by typing your name or checking a box in the designated area. This process is secure and serves as a legal acknowledgment of your consent.
• Verbal Consent Captured on Record: In certain cases, particularly during telephone consultations, verbal consent may be obtained. This consent will be recorded and stored securely as part of your medical record to ensure that there is a clear record of your agreement to proceed with telemedicine services.

Statement of Agreement By providing consent, you agree to receive healthcare services via telemedicine technology. This includes participating in medical consultations through digital platforms and agreeing to the use of this technology for receiving care. You acknowledge that you have been informed about the features of telemedicine, including the potential benefits and limitations, and you elect to proceed under these terms. It is important that you understand that your consent is voluntary and you have the right to withdraw consent at any time prior to or during the consultation, without affecting your right to future care or treatment and without risking any loss of benefits to which you are otherwise entitled.

4. Privacy and Confidentiality

Assurance of Confidentiality and Security We are fully committed to protecting the confidentiality and security of your health information. Although HIPAA (Health Insurance Portability and Accountability Act) is a U.S. standard, we adhere to similar stringent standards to ensure that your personal health data is handled with the utmost care and security. Our systems are designed to comply with all applicable laws and regulations regarding the protection of patient information in the jurisdictions where we operate. Data Storage, Use, and Protection

• Storage: All patient health information collected through our telemedicine platform is stored securely on encrypted servers. Access to this data is strictly controlled and monitored.
• Use: Your health information is used exclusively for the purpose of providing healthcare services and for improving the quality of care. It may be used to prepare prescriptions, generate health reports, and facilitate treatment plans.
• Protection: We employ advanced security measures, including end-to-end encryption and multi-factor authentication, to protect your data from unauthorized access, alteration, or destruction. Regular audits and updates ensure our systems remain secure against emerging threats.

Patient Rights to Access and Control Health Information

• Access: You have the right to access all your health information stored on our platform. Requests for access can typically be fulfilled digitally, and you can view your medical records through a secure patient portal.
• Control: You maintain control over your health information and can request amendments or corrections to ensure it remains accurate and up-to-date. You also have the right to specify how your information is used and shared, particularly in contexts not directly related to your healthcare treatment.
• Privacy Preferences: You can set privacy preferences regarding who in our network can see your health details. These preferences can be adjusted at any time through your patient account settings.

By using our telemedicine services, you acknowledge and agree to these privacy and confidentiality practices, understanding that they are designed to protect your health information while providing you with high-quality healthcare services.

5. Potential Benefits and Risks of Telemedicine

Description of Potential Benefits Telemedicine offers several significant advantages that enhance healthcare delivery:

• Improved Access to Healthcare: Telemedicine provides access to medical experts and specialists that might not be available locally, particularly for patients in rural or underserved areas.
• More Timely Treatment: It facilitates quicker consultations and faster treatment decisions, reducing the need for travel and wait times.
• Convenience: Patients can receive care from the comfort of their own homes, which is particularly beneficial for those with mobility issues or those who require frequent monitoring.
• Cost Efficiency: Often, telemedicine visits are less costly than in-person visits and can reduce the financial burden associated with healthcare, such as travel expenses and lost wages due to medical appointments.

Discussion of Potential Risks While telemedicine provides many benefits, there are potential risks that patients should consider:

• Limitations in Technology: The quality of the consultation can be affected by the reliability of the internet connection and the capabilities of the devices used. Poor connectivity can disrupt service delivery and the effectiveness of the consultation.
• Possible Delays in Medical Evaluation: In some cases, the inability to perform physical examinations can lead to delays in diagnosis or might require a follow-up in-person visit for comprehensive assessment.
• Privacy and Security Concerns: Despite high standards of data protection, the transmission of information over the internet always carries inherent risks.

Acknowledgment of Technical Failures

• While we employ state-of-the-art technology to minimize disruptions and ensure a seamless consultation experience, the possibility of technical failures remains. We have protocols in place to quickly address any issues and continue care, ensuring minimal impact on service quality.

By choosing telemedicine, you acknowledge these potential risks and benefits. We encourage you to weigh these factors carefully to make informed decisions about your healthcare options.

6. User Responsibilities

When engaging with telemedicine services, patients have several responsibilities to ensure the effectiveness of their treatment and the security of their medical consultations. Here are the key responsibilities: Providing Accurate and Complete Health Information

• Accuracy: It is crucial that you provide accurate and complete health information, including your medical history, current conditions, medications, and any other information relevant to your treatment. Accurate information is vital for healthcare providers to make informed decisions regarding your care.
• Updates: You should promptly update any changes in your health condition to ensure the ongoing accuracy of your medical records.

Technology Requirements

• Internet Connection: You must have a reliable and stable internet connection to participate in telemedicine sessions. This ensures that consultations are not disrupted and that you can communicate effectively with your healthcare provider.
• Compatible Device: Ensure that you have a device capable of handling telemedicine software, including necessary audio and video capabilities. This device should also have up-to-date software to support the telemedicine platform.

Privacy During Consultation

• Confidential Environment: You are responsible for securing a private environment during your telemedicine consultations. This helps protect your privacy and the confidentiality of your medical information.
• Preventing Interruptions: Try to minimize interruptions and background noise during your session. This not only aids in maintaining privacy but also ensures clear communication between you and your healthcare provider.

By fulfilling these responsibilities, you help maximize the effectiveness of your telemedicine experience and contribute to the overall quality of your healthcare services.

7. Limitations of Telemedicine

Telemedicine offers a convenient and effective way to access healthcare services remotely, but it has inherent limitations that patients need to be aware of: Not Suitable for Emergency Situations

• Emergency Care: Telemedicine is not designed to handle emergency situations. If you experience acute symptoms such as severe chest pain, difficulty breathing, sudden weakness, or other life-threatening conditions, telemedicine is not the appropriate first response.
• Immediate Actions: In the event of an emergency, you should call local emergency services or go directly to the nearest emergency room rather than relying on a telemedicine service.

Handling Urgent Healthcare Needs

• Urgent Care: While telemedicine can address many urgent medical issues effectively, some conditions may require physical examination or immediate intervention that telemedicine cannot provide.
• Alternative Actions: If you are unsure whether your condition can be managed via telemedicine, contact the telemedicine provider for guidance. They may advise you to seek in-person care depending on the symptoms or direct you to urgent care facilities.

Limitations in Medical Examinations

• Physical Exams: Certain aspects of a physical examination cannot be conducted over telemedicine. This includes examinations that require direct physical contact, such as palpation, percussion, or detailed physical inspection.
• Diagnostic Testing: Similarly, telemedicine cannot facilitate immediate diagnostic testing such as blood tests, imaging studies (like X-rays or MRIs), or other in-person diagnostic procedures. If such tests are necessary, you may be referred to a local clinic or hospital.
• Impact on Diagnosis: The inability to perform these examinations and tests might delay diagnosis or may lead to the need for an in-person visit to confirm diagnoses or to receive treatment.

By understanding these limitations, patients can better navigate their healthcare options and make informed decisions about when and how to use telemedicine services effectively.

8. Modifications to the Service

Right to Modify or Discontinue

• Service Changes: We reserve the right to modify or discontinue our telemedicine services at any time, either temporarily or permanently. This may include altering available features, service offerings, or operational practices to improve patient care or comply with healthcare regulations.
• Discontinuation: Similarly, certain services may be discontinued. This decision could be influenced by various factors such as technological advancements, changes in demand, regulatory shifts, or business considerations.

Notification to Patients

• Communication of Changes: In the event of significant changes to our telemedicine services, including modifications, suspensions, or discontinuation, we are committed to notifying you promptly.
• Method of Notification: Notifications will be communicated through one or more of the following methods:
  • Email notifications sent to the address associated with your account.
  • Alerts or banners posted directly on our website or through our telemedicine platform.
  • Direct communication from our support team during scheduled sessions or through follow-up contacts.
• Transparency: We will provide clear details about what the changes entail, how they might affect your access to telemedicine services, and any necessary actions you might need to take as a result of these changes.

Handling User Concerns

• Feedback and Questions: Should you have any questions or concerns about changes to our services, you are encouraged to contact our customer support or patient services teams. We aim to provide clarity and support to ensure that transitions or modifications impact our users minimally and positively.

By understanding and acknowledging these terms, you accept that our telemedicine services may evolve over time to adapt to new challenges and opportunities in healthcare delivery.

9. Governing Law

Jurisdiction and Legal Framework

• Applicable Law: The Terms and Conditions of our telemedicine services are governed by and construed in accordance with the laws of India. This includes all regulations, guidelines, and statutory requirements relevant to telemedicine and digital health services.
• Regulatory Compliance: Our services are designed to comply with the Indian Information Technology Act, 2000, the rules made thereunder, and other applicable healthcare regulations that influence telemedicine practices.

Specific Governing Law

• Country and State Laws: The specific provisions and legal interpretations of these Terms and Conditions are subject to the jurisdictional laws of Maharashtra, India. This state’s laws will serve as the basis for any legal proceedings or dispute resolution related to the use of our telemedicine services.
• Enforcement and Interpretation: Any legal action or proceeding relating to your access to, or use of, the Website or telemedicine services will be instituted in the competent courts/regulatory bodies of Maharashtra, India. By using this service, you agree to submit to the jurisdiction of these courts and acknowledge that venue in these courts is appropriate.

Understanding of Terms

• Acceptance of Jurisdiction: By accessing and using our telemedicine services, you agree that any disputes or matters arising out of or related to your use of the services will be governed by the applicable laws of Maharashtra, India, without regard to conflicts of law principles.
• Scope of Governance: This agreement specifies that all matters of legal interpretation and rights of parties are exclusively governed by Indian law as applicable to contracts made and entirely performed within Maharashtra.

This section ensures that users are aware of the legal framework that governs their use of the telemedicine services, providing a clear understanding of the applicable laws and jurisdiction.

10. Patient Acknowledgment and Agreement

Understanding and Acceptance of Terms

• Acknowledgment of Understanding: By accepting these terms and conditions, you, the patient, acknowledge that you have fully understood the nature and scope of telemedicine services provided by us. This understanding includes recognition of how telemedicine consultations are conducted, the potential benefits and limitations of such services, and your responsibilities as a user.

Agreement to Participate

• Consent to Terms: By proceeding with our telemedicine services, you confirm that you agree to all the terms outlined in this agreement. Your consent includes compliance with our operational procedures, privacy policies, and the use of your data as specified in the terms of service.
• Informed Consent to Telemedicine: You explicitly consent to receive health care services via telemedicine technologies under the conditions described in these terms. This consent indicates your approval to engage in telemedicine consultations and acknowledges your acceptance of the inherent risks and limitations associated with such services.

Affirmation of Choice and Voluntariness

• Voluntary Participation: Your decision to use these telemedicine services is voluntary. You are choosing to participate with a clear understanding of the terms of this agreement and have had the opportunity to discuss any questions or concerns with a representative prior to agreeing.
• Right to Withdraw Consent: You have the right to withdraw your consent at any time. However, it is important to note that withdrawing consent does not affect any future care or treatment nor does it risk any loss of benefits to which you are otherwise entitled. To withdraw consent, you must notify our service team so that your preferences can be updated in our systems.

Effect of Agreement

• Binding Agreement: This section constitutes a binding agreement between you and Bharat TeleClinic once you accept these terms. It ensures that both parties understand their roles and obligations within the telemedicine service framework, providing a basis for high-quality, compliant healthcare delivery.

11. Contact Information

Patient Support and Queries

• General Inquiries: For any questions related to our telemedicine services, including scheduling, billing, or medical inquiries, please contact our patient support team at:
  • Email: support@bharatteleclinic.co
  • Phone: +91 123 456 7890
  • Office Hours: Monday to Friday, 9:00 AM to 5:00 PM IST
  • Address: Bharat TelePharma Private Limited, B-46, Above Krishna Enterprise, TTC Industrial Area, Airoli, Thane- 400708, Maharashtra, India

Patients are encouraged to reach out with any concerns or questions they may have regarding their telemedicine experience or any aspect of our service. Technical Support During Sessions

• Technical Issues: For immediate assistance with technical issues during telemedicine sessions, such as connectivity problems, software troubleshooting, or accessing our platform, please contact our technical support team:
  • Email: techsupport@bharatteleclinic.co
  • Phone: +91 123 456 7891
  • Available: During all telemedicine operating hours

Our technical support is designed to ensure a smooth and uninterrupted telemedicine experience, enabling you to focus fully on your consultation without worrying about technical difficulties. These contact details are also available on our website and through our telemedicine platform interface, ensuring you have access to support whenever needed. We are committed to providing responsive and helpful service to address all your needs effectively.

12. Acceptance of Terms

Formal Acceptance Mechanism To ensure a clear understanding and agreement to the Terms of Use, including the Telemedicine Consent Terms and Conditions, we have established a formal acceptance mechanism for all patients using our services.

• Digital Acknowledgment: You will be prompted to accept the terms by clicking an “I Agree” button or similar interactive element on our website or mobile application. This action is required to proceed with registering for our telemedicine services and scheduling consultations.
• Step-by-Step Process: During the registration or before your first telemedicine consultation, a summary of the key terms will be presented along with a link to the full Terms of Use document. You must review these documents carefully.
• Confirmation: After clicking “I Agree,” a confirmation of your acceptance will be recorded in our system, which serves as a binding agreement that you understand and agree to abide by all the stipulated terms and conditions.

Ensuring Informed Consent

• Educational Material: Alongside the acceptance mechanism, we provide educational material about what telemedicine is, how it works, and what you can expect during your sessions. This ensures that your consent is fully informed.
• Opportunity to Ask Questions: Before you accept the terms, we encourage you to contact our support team if you have any questions or need further clarification on any aspect of the terms or services provided.

Reaffirmation of Consent

• Periodic Updates: Occasionally, we may update these terms to reflect changes in legal requirements or adjustments in our services. You will be required to reaffirm your acceptance of any updated terms before continuing to use the service.

By providing a straightforward and transparent acceptance process, we ensure that all patients engaging with our telemedicine services are fully informed and comfortable with their rights and responsibilities. This process also helps uphold the legal and ethical standards of our healthcare delivery.