Online Virtual
Medical
Consultation

1. Medical Advice

Please note that you are required to visit any Hospital of your preference, when advised by the doctor through the eDoc telemedicine system.

• The Emergency Plus Medical Services, will provide qualified healthcare professionals for the eDoc consultation.
• If the advice provided by the doctor through the eDoc telemedicine is substantially different from your current treatment and prescribed medication, it is your duty to inform the doctor on the eDoc consultation before implementing the management.
• The health information, vital sign readings, dates, timings and notes logged in by you or on your behalf should be accurate.
• As a patient of the eDoc consultation, you are required to inform the doctor of all current and previous illnesses, health conditions, surgeries, consultations and medications with any other healthcare providers.
• For self-monitored readings, it is the patient’s responsibility to use devices of proper quality and to ensure that they are re-calibrated when required.
• Not following the instructions of the doctors will be considered as non-compliance of the agreement and the agreement will be terminated.
• The healthcare team will provide advice based on the vitals provided by you. You are thus advised to provide these vitals accurately.
• Emergency Plus Medical Services, will not assume any legal responsibility for the patient’s medical condition and this eDoc telemedicine consultation only intends to aid in understanding the condition better based on the information given and is not meant to replace an in-person consultation.
• The online system is expected to enhance, not replace clinic visits. It is your responsibility to schedule follow-up appointments as indicated by your doctor.
• The patient is free to discontinue using this service at any time, with the knowledge of Emergency Plus Medical Services.
• Emergency Plus Medical Services can attend to Emergencies through this application. Under these circumstances, the client has the will to contact the nearest hospital or our Ambulance services immediately.
• The client data will be kept confidential by Emergency Plus Medical Services and will not be disclosed to anyone under normal circumstances except as requested by law or in an emergency situation when requested by another healthcare provider.

2. Video Consultations

• eDoc Appointment Timing: While the client may specify the preferred appointment timing for a telemedicine consultation, Emergency Medical Services reserves the right to schedule the appointment for an alternative timing. If this timing is not convenient, the client can request that it be rescheduled or their payments refunded. Due to unpredictable and unforeseeable circumstances, the healthcare provider is sometimes unable to attend to the video consultation exactly at the appointed time. In such cases the session might be rescheduled to a later time in consultation with the client.
• Telemedicine Duration: By default, the average duration of a telemedicine consultation will be the duration decided by the Emergency Plus Medical Services. It reserves the right to decide when the consultation ends. If the Emergency Plus Medical Services, has to terminate the telemedicine consultation mid-way due to unavoidable circumstances, then a new session at an alternative timing will be scheduled.
• Telemedicine Quality: The quality of the telemedicine session depends on the quality of the Internet connection, web cam and audio facilities of both the client and the Emergency Plus Medical Services. It is the responsibility of the client to ensure that the performance and quality of the equipment and connection used, are optimal for doing the telemedicine session online.
• Video Session Privacy, Security & Etiquette: It is required that the client prepares ahead of time to participate in the Video Consultation, in a quiet and private place, where only the client is present in the room where the video session is being held. For elderly or disabled patients who require help to participate in the video, a caregiver may be present. There must be no audio/video recording of the video session by the client. It is necessary that the client (and any caregiver) act with proper decorum in speech and action during the video consultation. Failure to comply with these requirements can result in termination of the video session with no refund or rescheduling of the consultation.
• Nature of Consultation: Video Consultations must not be scheduled for clients with critical medical conditions and/or for emergencies. Such consultations are suitable only for basic follow-ups between the client and healthcare provider.

3. Client Obligations

• You are not impersonating any other person and are using your actual identity.
• The personal information provided during the registration process is true, accurate, current and complete.
• You also agree that you will be solely responsible for any advice given to you by the doctor through the video consultation. You hereby release and hold harmless Emergency Plus Medical Services eDoc Telemedicine platform, from any and all claims and causes of action arising out of or resulting from any advice not adhered to.
• This eDoc telemedicine platform is only a tool to allow patients to access medical advice given by a doctor through eDoc.
• All engagement between you and the eDoc Telemedicine platform, are governed by patient obligations.
• As a user of the telemedicine service provided by the eDoc you agree to receive essential information and advice in the form of an email or phone call. Thus you agree to be available on these platforms at all times.
• You shall not use any advice or information from the eDoc telemedicine consultation with the doctor for any purposes other than managing your personal health or that of your immediate family members (with due authorization) and/or to engage with healthcare providers from other facilities.
• You are expected to avail yourself immediately for any appropriate medical attention in any medical emergency or critical care situation and not attempt to use the eDoc telemedicine platform as a substitute for such conditions. The eDoc telemedicine service is only meant for professional medical consultation and advise.
• Being an online application, there might be unforeseeable network and infrastructure issues in which case the application will not be available until the issue is rectified. Under such circumstances please directly contact Emergency Plus Medical Services in person for any services you may need. eDoc is not liable for any periods of non-availability of this application.
• eDoc telemedicine platform will make all possible efforts to provide you the best healthcare services. However, Emergency Plus Medical Services, shall not incur any liability and shall declare any service guarantee void in the event the user is in breach of any of the Terms and Conditions of this Agreement.
• Both parties are at liberty to terminate this agreement. This will not terminate nor impact any other relationships you have with other services provided by Emergency Plus Medical Services.

4. Client Personal Record

• All your personal health data and usage data is owned by eDoc irrespective of the access you may or may not have to it. Your usage and access to your data is defined by Emergency Plus Medical Services.
• The Personal Health information you provide to eDoc is entered into your Client Record on our eDoc Management system on your behalf and it is your responsibility to ensure that all information provided is accurate and complete.
• The Personal Health information you provide to eDoc is entered into your Client Record on our eDoc Management system on your behalf and it is your responsibility to ensure that all information provided is accurate and complete.
• All user data is covered by the Privacy Policy of Emergency Plus Medical Services.

5. Use of Information

The personal and health information added through this application, through use of its services by clients and members of E-Plus, will not be shared, disclosed or displayed to anyone other than authorized employees of E-Plus. They will be able to update personal health information of clients and members seen previously on this portal by updating the patient health profile, uploading medical reports, adding review notes, health goals, monitoring feedback relevant as the need arises.

E-plus is fully authorized to terminate client/ member details on the portal, at any time and such clients/members will no longer have further access to their personal health information stored in the application storage in event of that happening. Whether or not to share that information with the client/member user before termination is the prerogative E-plus.

Contact Information: The services platform will send you communications (email and other notifications), as per your notification settings, as part of essential functioning of services that you may avail, such as appointment booking information, alerts related to reviews and consultations by the eDoc providers.

At time of registration you will be required to verify your email address. Your contact information may also be used for customer support services, should you choose to avail of them. In addition, we may use your contact information to provide you with information about our services. If you decide at any time that you no longer wish to receive such information or communications from us, please change applicable notification settings in your email account. Your contact information is not shared with any third-party.

Anonymized data: E-Plus may analyze anonymized and aggregated collected through the services, for purposes of evaluating healthcare outcomes, healthcare requirement patterns and to measure the effectiveness of services and content. Such anonymized and aggregated information is not considered as personal information.

6. Restriction on the basis of age

All users of the eDoc portal and mobile app of the Emergency Plus Medical Services, are expected to be above 18 years of age. Parents, caregivers/guardians are allowed to provide and store personal information about others, including minors and children. Any user providing, storing or submitting information on behalf of a child/person under guardianship assumes full responsibility over the submission, use, and transmission of such information.

7. Disclosure of Information

We may disclose any information to government or law enforcement officials if we believe doing so is required to comply with law enforcement and legal process; to prevent or stop any illegal, unethical, or legally actionable activity; to protect your, our or others rights and safety.

We may disclose your personal information on your own request accompanied by your permission.

Emergency Plus Medical Services, however reserves the right to deactivate or delete accounts of any user found to be in violation of our Terms of Use.

8. Transmission and Storage Security

All data is stored only in the servers of our technology vendor on the highly secure eDoc platform (which is compliant with m-Health regulations). Necessary measures in providing secure transmission of personal health information before it is transferred across the Internet from your personal computer or devices are ensured. However, you should be aware of possible risk involved in transmitting information over the Internet as no data transmission can be guaranteed to be 100% secure and of risk that others could find a way to thwart our security systems. As a result, while we strive to protect your personal information, we cannot ensure or warrant the security and privacy of personal information you transmit to us, and you do so at your own risk.

9. Changes to this Policy

Please note that this Privacy Policy may change from time to time as we continue to evolve our services. In the event of any changes in our Privacy Policy, the updated version will be posted here and take effect from the moment of posting. The above terms are applicable to all our clients and members using the eDoc Telemedicine Platform.

10. Privacy Policy

Data in this application of Telemedicine Services, shall be acquired by the client details provided by the booking appointment engine. Information that is collected as you use our web client portal and mobile application includes the following:

• Personal information: Personal information includes name and email address that you provide at signup. It also includes phone number, address and other personally identifiable information that you may choose to add to your user profile. No payment information is stored by this application.
• Personal Health Information: Personal health information include the information provided by the client, age, gender, known health conditions, medications, allergies, vaccinations, history of surgeries or procedures, goals, health journal entries and data that you enter into E-Plus systems. It also includes medical reports and files that you choose to upload into your health profile.

Operations Data: In order to enhance your usage experience, the application uses cookies, server logs and other similar mechanisms to enable certain functionality improve services and monitor service usage. These mechanisms are used to save user preferences, preserve session settings, help auto-authentication of frequently used services if required by your settings and to enable other similar functional requirements. You may use browser settings to disable cookies when using our web services, however it may result in some of the features and services of this application not functioning properly.

11. Payments

All consultation fees for services through the mobile and web application interfaces of Emergency Plus Medical Services, have to be paid as per the terms of the service that you use. We are currently supporting payments through M-PESA.

In the course of time, Emergency Plus Medical Services, may introduce other services in the system, the charges for which will be communicated to you as and when such services are introduced.

The eDoc provider reserves the right to revise the consultation and service charges at any time, at its own discretion. The charge applicable at any given time will be the charge displayed at the time of using the service.