In our consumer platform, one of our services is HealthTap Prime, where patients may also be connected with the next-available Board-Certified Primary-Care physician who is licensed in their state (just like HealthTap Compass). There is a Standard of Care these doctors must follow--a standard that is the same for consults you may experience while using HealthTap Compass:
- Patients & Referrals. As a doctor in HealthTap Prime, you have agreed to provide primary care virtual consults to patients of all ages and without regard to gender. After initial evaluation, you may refer a patient to a specialist, either for a virtual consult in HealthTap Concierge or for an in-person consultation (please note that some patients may not have access to HealthTap Concierge virtual consults and can only be referred to in-person primary or specialty care).
- Peer Review. Peer review is a private feedback mechanism for you and your colleagues—it informs you of the opinions of other doctors. Peer reviews of your consults are not public, or shown to anyone else. As a doctor practicing on HealthTap, you are free to respond to any feedback you receive from other doctors, but have no obligation to do so. Any one opinion may, or may not, reflect the opinions of most doctors. Where multiple doctors weigh in with similar opinions, you may recognize this as a consensus.
- Privacy & Consult Environment. On HealthTap, you provide private and confidential medical care to patients. Please refrain from engaging in answering questions and/or consults in an environment where others are present or may see or hear sensitive information, or while driving alone in a car or where you cannot otherwise devote full attention to the patient and the consult. (If you are traveling in a car or are otherwise unavailable, set your status to "Unavailable" or "Take break" to avoid receiving a consult request when you are unable to give a live consult).
- Committed Shifts. When on a Committed shift, you have agreed to be available to receive phone calls from HealthTap Expert Support (650-376-6010).
- Consult Length. Live video, audio, or text consults in HealthTap Prime should last less than 15 minutes (per industry averages). The maximum patient-interaction time for live consults is 30 minutes. You and your patient will be shown messages and popups as a session nears the time limit. Best practices include discussing with patients the options for further care before the end of each session, which may include confirmation that all of their questions have been addressed and that you will submit the Summary Note shortly after the consult ends.
- Committed Shifts. When you sign up for and are on a Committed shift or your HealthTap status is set to “Available,” you agree to answer each incoming virtual consult requests from any patient. This means you have agreed to answer all incoming consult requests, even when they are from patients whom you recognize or who have previously consulted with you for the same problem. Feel free to: (i) reconfirm with any such patient that they understand the evaluation and treatment already given; (ii) refer to the appropriate specialist for additional evaluation or care as appropriate (including both in-person and virtual care); and (iii) kindly inform the patient that the HealthTap Prime service is not intended for repeated consults for the same health issue (repeated consults, except for in cases of legitimate reasons, such as technical issues, can lead to an account being blocked by HealthTap).
- Proper language. During text interactions with patients, use appropriate professional language. Poor grammar, misspellings, slang, and medical acronyms are all impediments to good communication with patients.
- Summaries & Follow Up. You may convey to the patient you will send the summary notes and treatment recommendations soon after the consult ends (including prescriptions, lab tests, and checklists, if appropriate). You have agreed to complete the consult note right after the conversation with the patient, especially if there is a prescription, because prescriptions are not sent until consult notes are completed and submitted (patients may initiate a second consult if they do not receive the prescription after the first consult).
- Availability. When in the “Available” status, you must be prepared for video consult requests. You should mark yourself "Unavailable" if you are unable to accept a video consult for any reason, including inappropriate location or attire.
- Starting and ending on the right note. "On HealthTap, every consult begins with a smile and ends with a checklist."
- Listen. It is always a good idea after greeting your patient to let them speak uninterrupted for an initial period of time (at least 30 seconds).
- Professional Attire and Environment. Appropriate professional attire is expected, and your environment should be tidy, professional, and well lit (especially with good lighting on your face).
- Attentiveness Matters. As a HealthTap doctor, you should give your full and undivided attention to patients during virtual consults. You should look directly at your camera whenever possible. It's a good idea to let the patient know if you need to divert your eyes (such as for chart review or documenting the encounter).
- Confirming Completion. Please confirm with the patient that all questions have been answered before the consult ends. It is always a good idea to ask if the patient is satisfied with the virtual consult before ending the conversation.
Treatment & Care Guidelines
- Patient History. You should take a history and perform a video examination (where relevant) on your patients before determining the next steps, even for patients who have a problem outside the area of expertise of a primary care doctor. Please refer patients who need additional care to the appropriate doctor for in-person or virtual care follow-up.
- Examinations. If you believe that a physical examination or testing is required to complete the evaluation before commencing treatment, you should explain to the patient why this is the case, direct the patient to appropriate care, and document your advice and reasoning. If a patient requests repeated consults in search of a different opinion for the same problem, this is a violation of HealthTap’s Terms of Service.
- Prescriptions. In HealthTap Prime, you are able to prescribe non-scheduled (DEA I-IV, lifestyle, psychiatric, and state-regulated medications are not able to be prescribed) medications at your professional discretion. If you feel that you would never be able to issue a prescription in the virtual consult setting, you should not participate in HealthTap Prime. When medically appropriate, you may prescribe up to 90 days of a medication (unless a shorter term is dictated by state regulations). Best practice suggests doctors should provide a short course of medication to help the patient until the patient can see her/his primary care physician or prescribing specialist.