Virtual Consultation Policy

1. Overview

FeCare provides a virtual consultation service for clients who are unable to attend in-person consultations with healthcare providers. This service enables clients to consult with healthcare providers through video calls from the comfort of their own homes or other locations of their choice. This policy outlines how FeCare will provide virtual consultations to clients and the terms and conditions that apply to the use of this service.

2. Definitions:

2.1. Agora (agora.io)

Is a real-time engagement platform that provides developers with the building blocks needed to add voice, video, and interactive streaming to any application. FeCare uses Agora's SDK to power its virtual consultation feature, allowing specialists and clients to connect in real-time and conduct consultations remotely through the FeCare app.

2.2. Pop Up

A pop-up is a graphical user interface display area that appears suddenly in the foreground of the visual interface. It usually contains some information or warning and requires the user to take an action, such as clicking a button, before it can be dismissed.

2.3. Channel

A unique digital space created by the Agora SDK that enables the audio and video communication between the specialist and the client during a consultation. It provides a secure and reliable way for the two parties to communicate in real time, while also ensuring that the conversation is private and confidential.

2.4. Disconnection

The loss of connection between the users involved in the consultation, which can occur due to various reasons such as poor internet connection, technical issues, or other factors. Disconnection can lead to the interruption or failure of the consultation.

2.5. Call Failure

The interruption or termination of a call due to technical difficulties or issues with the network connection. This can include problems with audio or video quality, dropped calls, or other disruptions that prevent the call from continuing normally. Call failure can be frustrating for all parties involved and may require troubleshooting or troubleshooting support to resolve the issue.

2.6. Hang up

A situation where one of the users (specialist or client) disconnects from the virtual consultation before it ends. FeCare's system includes a pop-up warning window that appears if the user tries to hang up or disconnect before the consultation is over. The warning reminds the user of the consequences of hanging up and prompts them to confirm their decision before proceeding.

2.7. Virtual Consultation

A feature of the FeCare app that enables specialists and clients to have remote medical consultations in a secure and confidential manner using video and audio technology provided by the Agora agora.io SDK. It allows clients to receive medical advice and treatment from specialists without leaving their homes, providing a convenient and accessible alternative to in-person consultations.

2.8. Appointment

A scheduled time and date for a specialist and a client to meet online through the FeCare app and conduct a virtual medical consultation, and is booked by the client when they initially select the service.

The appointment system ensures that both parties are available and prepared for the consultation, and helps to manage scheduling and availability. Both the specialist and client are expected to join the consultation at the scheduled appointment time.

2.9. Joined Channel

The action of a FeCare client or specialist connecting to a designated virtual channel using the Agora agora.io SDK to engage in a secure and private real-time audio and video consultation.

2.10. Left Channel

The action of a user disconnecting from the virtual consultation channel or session before the session has ended or been completed. This can happen for a variety of reasons, such as technical difficulties, unexpected interruptions, or personal reasons. The user's departure from the channel can impact the virtual consultation and may require follow-up actions, such as rescheduling the session or reviewing the recorded audio track of the consultation.

2.12. Audio Track

Is a recording of the virtual consultation between the specialist and the client, kept for the purpose of maintaining a record of the consultation and for potential review in the event of a dispute or for quality control purposes.

3. Eligibility

To be eligible to use FeCare's virtual consultation service, clients must be at least 18 years of age and have a valid account with FeCare. Clients must also have access to a compatible device with a reliable internet connection, such as a computer, smartphone or tablet, to enable the virtual consultation.

4. Booking and Scheduling

To book a virtual consultation, clients must log in to their FeCare account and select the virtual consultation option from the menu. Clients will then be able to choose their preferred healthcare provider and a suitable date and time for the consultation. Once the booking is confirmed, clients will receive a confirmation email and a reminder email 24 hours before the scheduled consultation.

5. Client Fees and Refunds

Fees for virtual consultations will vary depending on the healthcare provider chosen by the client. Clients will be notified of the consultation fees before booking the consultation, and payment must be made in advance. Refunds may be available in certain circumstances, please refer to refund policy.

6. Technical requirements

Users must ensure that they have access to a compatible device with a reliable internet connection to enable the virtual consultation. Users must also ensure that they have downloaded any necessary software or applications that are required for the virtual consultation.

7. User Conduct

Users must behave appropriately during the virtual consultation and must comply with all relevant laws and regulations. Users must not share any offensive or inappropriate content during the consultation, and must not use the virtual consultation for any illegal or immoral purposes. FeCare reserves the right to terminate the virtual consultation if a client breaches any of these terms.

Clients are expected to conduct themselves in a professional and respectful manner during virtual consultations. This includes refraining from inappropriate or abusive language, behaviors, or actions.

FeCare will ensure that virtual consultations are conducted by qualified healthcare providers who adhere to relevant regulations and professional standards. Providers are expected to act in the best interest of the client and maintain professional conduct at all times.

8. Confidentiality and Privacy

FeCare takes the privacy and confidentiality of clients seriously and ensures that appropriate safeguards are in place to protect client information during virtual consultations. Clients must ensure that they are in a private and secure location during the virtual consultation to prevent any unauthorized access to their personal information. Clients must also not record or distribute any part of the virtual consultation without the prior written consent of FeCare and the healthcare provider.

FeCare is committed to protecting the privacy and security of user information during virtual consultations. This may include encryption of data, secure transmission protocols, and adherence to relevant privacy regulations.

During virtual consultations, it is important to note that the audio track of the consultation will be recorded. This is done to ensure quality control and to provide evidence in case of any disputes or complaints that may arise. By participating in a virtual consultation, clients agree to this recording and understand that the audio track will be securely stored by FeCare in accordance with all relevant privacy laws and regulations.

9. Limitation of Liability

FeCare and its healthcare providers shall not be liable for any damages arising from the use of the virtual consultation service, including but not limited to any direct, indirect, incidental, punitive or consequential damages, even if advised of the possibility of such damages. Clients acknowledge that FeCare's liability is limited to the cost of the virtual consultation fee.

10. Amendments and Updates

FeCare reserves the right to amend this virtual consultation policy at any time. Any changes will be posted on the FeCare app/website and will take effect immediately upon posting. Users are advised to review this policy periodically to ensure they are aware of any changes.

11. Limitations

Virtual consultations have inherent limitations, including the inability to physically examine a client. FeCare may provide guidance on how to address these limitations and may recommend follow-up in-person visits if necessary.

FeCare will not be held liable for any damages resulting from a virtual consultation, including but not limited to misdiagnosis or failure to diagnose.

12. Follow-up Care

After a virtual consultation, specialist may provide follow-up care recommendations or refer the user to an in-person healthcare provider if necessary. It is the responsibility of the user to follow through on any recommended follow-up care.

13. Termination

FeCare reserves the right to terminate virtual consultations for any reason, including but not limited to inappropriate user conduct, failure to comply with FeCare policies, or a provider's determination that the virtual consultation is not appropriate for the user's medical issue.

14. Applicable Law

This Virtual Consultation Policy is governed by the laws of the jurisdiction in which FeCare is based, and any disputes arising from or related to this policy will be subject to the jurisdiction of the courts in that jurisdiction.

15. Virtual Consultation Start Time

Users may choose to start a virtual consultation early:

1. If both parties have joined the channel before the scheduled appointment time and clicked 'Start Consultation' within 5 minutes.

2. If both users join the channel within 5 minutes of the scheduled appointment time or later.

16. Virtual Consultation End Time

In the event that any of the following conditions are met, the virtual consultation will come to an end:

1. The consultation has been active for 15 minutes, excluding any periods of disconnection.

2. While the consultation was ongoing, both users experienced disconnection, resulting in a total of 35 minutes having passed since the scheduled appointment time, including accumulated minutes from all disconnections.

3. Both users consented to terminate the consultation prematurely through a pop-up notification.

4. If one or both users do not join the channel within 5 minutes of the scheduled appointment time, the virtual consultation will not proceed.

5. One of the users decided to hang up

6. While a consultation is in progress, if one of the users is disconnected for more than 3 minutes while the other user is still waiting.

7. During an active consultation, if one of the users experiences continuous disconnections for a total of 9 minutes.

17. Virtual consultation temporarily hold:

In unforeseen situations, virtual consultations may be put on hold when both of the users is involuntarily disconnected mid-session, resulting in an incomplete consultation. This is the only case where the consultation will be temporarily halted.

18. Disconnection rules:

It is essential for all users to reconnect within the designated time frame to avoid any inconvenience during the consultation. Additionally, FeCare's App/Website cannot be held responsible for disconnection caused by technical or network issues on the user's end. The user must ensure they avoid any errors from their end to guarantee a successful consultation.

The rules for disconnection are:

1. Users must reconnect within 3 minutes of being disconnected while the other user is still waiting in the virtual consultation.

2. If the user is disconnected for a total of 9 accumulated minutes during the consultation while the other user is still waiting.

3. An accumulation of disconnection minutes does not occur for either user when both users are disconnected.

4. FeCare's App/Website is not liable for consultation expiration resulting from any disconnections caused by technical or network issues or any other reasons on the User's end. It is the User's responsibility to avoid any errors from their end.

19. Joining the consultation channel

The virtual consultation channel can be joined within a 5-minute prior/after the scheduled appointment time.

20. Rejoining the consultation channel

Users can rejoin the virtual consultation channel if the consultation has not yet ended or expired.

21. Specialist Payment Eligibility

One of the following conditions must be met for the healthcare provider to be entitled for payment:

1. If the client does not join the channel within 5 minutes of the scheduled appointment time.

2. The specialist waited for 3 minutes after the client's disconnection during the active virtual consultation.

3. During the consultation, if the client is disconnected for a total of 9 accumulated minutes.

4. Client decided to hang up

5. The consultation has been active for 15 minutes, excluding any periods of disconnection.

6. Both users consented to terminate the consultation prematurely through a pop-up notification.

22. Contact Us

If you have any questions or concerns about virtual consultation policy, please contact us at policy@fe-care.com.