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Guidelines 1

The document provides guidelines for doctors on call flow, prescribing medicines, and rejecting cases when fulfilling medicine orders through an online pharmacy platform. Key steps include properly opening and identifying the call, confirming patient details, taking medical history, discussing treatment plan, issuing a new prescription, and providing reasons for rejecting orders if needed. Doctors must follow guidelines on prescription duration and medicine types to ensure compliance and avoid errors.

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Hemant Ghotkar
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75 views5 pages

Guidelines 1

The document provides guidelines for doctors on call flow, prescribing medicines, and rejecting cases when fulfilling medicine orders through an online pharmacy platform. Key steps include properly opening and identifying the call, confirming patient details, taking medical history, discussing treatment plan, issuing a new prescription, and providing reasons for rejecting orders if needed. Doctors must follow guidelines on prescription duration and medicine types to ensure compliance and avoid errors.

Uploaded by

Hemant Ghotkar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Guidelines for call flow:

Please look at the source and issue carefully before calling. If the source is LetsDoc
then it is not a case for prescription, it is a normal tele consultation case.

Once you have read the source and issue carefully then only initiate the call.

If the call does not connect mark the case as call later and move to the next case.
Do not try to call again.

Please ensure you do not reject the case if the call is not connected.

If the call connects then ensure that you follow the process below. The call will be
tracked and scored by our quality team and doctors not following the process
will be penalized. The account will be deactivated immediately if any of the
following is identified:
• Doctor is rude with the patient.
• Someone else is consulting on the doctor’s account.
• Someone other than the doctor has logged into the account.
• Doctor is deliberately approving medicines without talking to the patient
or without taking the medical history of the patient over the call.
• Doctor’s call quality does not improve even after 3 feedbacks.

Step 1:
Open the call properly. Please make sure that you inform the patient that you are
calling from LetsDoc.
“I am Dr. <name> calling from LetsDoc regarding your medicine order with <source
name>”

Step 2:
Inform the patient that the call will be recorded for quality purpose.
“The call will be recorded for quality purpose”
Step 3:
Ask the patient if they had ordered these medicines for themselves or for someone
else and make sure that you update the name and age of the patient properly.
“The medicines that you have ordered for, have you ordered them for yourself or
someone else?”
“Can you please confirm the name and age of the patient”

Step 4:
Ask the patient about the reason for taking the medicines and since when has the
patient been taking the medicine. You need to fill the history of present illness, since
when has the patient been suffering from the condition and what is the current status
of the condition in the respective fields on the form.

“Since when have you been taking the medicine?”


“What health issue are you taking these medicines for?”
“What is the current status of the medical condition?”
“When was the last doctor visit and health test done?”
“What was the result of the health test?”
“Do you have any drug allergies?”

Step 5:
In case of chronic conditions ask the patient if they have seen any improvement in
the condition or if the condition is stable, and for how long would they want to
continue taking the medicine. For other conditions just ask for how long would they
want to take the medicine.
“So, have you seen any improvement in the condition or has the condition stabilized
after you have started taking the medicines?”
“For how long you would want to continue taking these medicines?”
Also confirm all the medicines and their strengths with the patient to avoid errors.

Step 6:
Give your feedback if any to the patient and close the call with a greeting. If the
patient asks any query regarding order delivery or issue with order processing,
please request the patient to contact the customer support of the respective source.

Step 7:
Confirm from the patient that you will issue a new prescription and share with the
ePharmacy.
“I will issue a new prescription and share it with <source name> so that they can
deliver the medicines to you. Is that fine?”

Step 8:
Create a prescription as you get the details. Do not upload a prescription without
completing the call.

Important Note:
If a patient says that he/she had uploaded the prescription, then why are we asking
all these details. To this please respond as follows:
The prescription that you had uploaded had some problem (following are the
possible reasons), hence we have to take the medical history to be able to
approve your medicines for delivery.
• Outdated
• Date Missing
• Doctor details missing
• Patient details missing
• Medicines missing
Guidelines for prescribing medicines:

Please following the guidelines below while creating a prescription. It is very


important that you follow these to ensure no error and proper compliance.

1. Please check the medicines that you prescribe. Do not prescribe different
brands of the same medicine multiple times.
2. Do not prescribe antibiotics for more than 10 days. Only in a few cases, some
anti-fungal drugs can be prescribed for up to 30 days.
3. After confirming the case history with the patient, medicines for chronic
conditions like diabetes, hypertension, cardio vascular conditions, thyroid and
a few pulmonary disorders can be prescribed for upto 180 days.
4. Cases where the patient has ordered for erectile dysfunction medicines, the
prescription should not be for more than 10 days.
5. Analgesic, antihistamine, anti-inflammatory, nausea and vomiting and cough
syrups should not be prescribed for more than 30 days.
6. Do not prescribe anti-psychotic, anti-depressants, abortion drugs and
anesthesia. Reject the case
7. For medicines for medical conditions like anxiety, epilepsy, Parkinson’s
disease, and Alzheimer’s disease if the patient has shared an older
prescription and has shared proper history over the call then you can approve
the medicine.
8. In case of medicines required for pets you need to reject the case.
9. In case of non-allopathic medicines you need to reject the case.
10. Please make sure you do not miss any medicines while making the
prescription.
Guidelines for rejecting the case:

1. If a case requires the doctor to prescribe anti-psychotic, anti-depressants,


abortion drugs and anesthesia then the doctor can reject the case after calling
the user and informing them about the same. However, if the case also has
other medicines, then the doctor needs to call the patient and confirm the
details for other medicines and prescribe all medicines except the medicines
that cannot be prescribed. The doctor also should mention in the consultation
notes that the patient had been informed about the medicines not prescribed
along with the names of those medicines.
2. If the patient had ordered for high quantity of Analgesic, antihistamine, anti-
inflammatory, nausea and vomiting and cough syrups then the doctor can
inform the patient that these medicines can be prescribed for a maximum of
30 days. If the patient agrees then prescribe for 30 days else inform the
patient that the order will be cancelled and reject the case by selecting the
option “customer asked to cancel the order”
3. If the user tells the doctor that he/she has already received the medicines, or
the doctor gets an error message at the top stating “<order id> already
processed” then the doctor should reject the order with the option “Order
already processed”.
4. Please reject a case only if there is absolutely no other option. Else, mark the
case as call later.

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