HopeQure’s mission is to help billions of people live healthier and longer lives.
In pursuit of this mission, our aim is to offer an exceptional experience to both
users (users refer to patients in the document as per (HopeQure Terms & Conditions)
and healthcare practitioners. As a valuable partner on our platform we want to ensure
that the practitioners’ experience on the HopeQure booking platform is seamless
to both, them and their users. Guidelines
To enable you to deliver a great experience to patients booking appointments with
you via HopeQure website/app, we request all practitioners to follow the below:
Exceptions to the Guidelines
1.Ensure that the patient consults the same practitioner
with whom the appointment has been confirmed within 2 hrs of the scheduled appointment
time. If due to practitioner’s unavailability this is not possible, then the appointment
should be cancelled or rescheduled to another time beforehand
2.Communicate to the patient about any expected delay/cancellation
at least 2 hours prior to the scheduled time of appointment*
3.Update the practitioner’s HopeQure Profile and calendar
in following cases:
a. Any scheduled closure* of the clinic/hospital, e.g. on festivals; and, blocking
calendar* on personal holidays
b. Transfer of resident/consulting practitioners to another establishment*
c. Change in practitioner or clinic/hospital’s consultation timings*
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):
Non-compliance to the 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, on discretion, a one-time exception for non-compliance
will be made.
2.In case the patient is consulted by another practitioner
followed by the one with whom the appointment was booked, then it is not considered
3.In case patient’s wait time exceeds 2 hours, non-compliance
is assigned on a case-by-case basis.
3.In case the practitioner doesn’t practice anymore
at the clinic, where appointment has been booked, the clinic owner/doctor must update
Non-compliance cases are kept in record as and when reported to HopeQure via users.
All such cases are verified by our team with both, the practitioner and the user.
Each inbound and verified non-compliance case received by HopeQure, will be communicated
to the practitioner (clinic/hospital and doctor).
Non-compliance cases lead to poor patient experience and may have a negative impact
on the reputation of the practice, therefore HopeQure may in such instances deactivate
the ‘Book’ facility from HopeQure profile for allowing the practitioner to become
well-versed with the guidelines and become comfortable with using the features associated
Restoring the Book facility
In the rare instance of the Book facility being deactivated, reinstatement and has
to be initiated by the practitioners after the minimum deactivation period ends.
The reinstatement of Book facility is dependent on the level of reliability of patient
experience being delivered as per the Guidelines.
Above terms are valid for practitioners and clinic/hospitals based in India only.
The terms herein form a part of and are to be read in line with the HopeQure Terms