A properly completed consult, including full communication, is a prerequisite for fulfilling all service obligations. These obligations include ensuring the completion of any care directive discussed or issued during the consultation.

To ensure seamless continuity of care, it's crucial that providers meet their service obligations promptly.

In cases where a patient is not able to get their prescribed care due to a lack of response from a provider, and our team has exhausted all courses of outreach to the provider, provider payment revocation may be considered.

Service obligations

While our Customer Support team is committed to providing administrative support to the best of our abilities, providers are ultimately responsible for ensuring the accuracy of medical information and the completion of directives provided during a consultation.

Unfulfilled service obligations may include:

Care directives (lab test or prescription) that cannot be completed due to missing medical information or pharmacy inquiries.
- Administrative issues (such as medication being out of stock) will be handled by our team. Prescription orders will be redirected if necessary.
Specialist referral inquiries may be considered as non-urgent, considering the unique nature of such cases, however must still be handled in a timely manner.
Public health inquiries are considered service obligations, though they may not always fit the standard criteria.
Limited Use (LU) codes: Requests for providers adding Limited Use (LU) codes to prescriptions are considered optional unless required for medical reasons, in which case they become a service obligation.
Active consultations: Please ensure that during active consultations you respond to patient inquiries in a reasonable timeframe. Consultations should not be closed until all patient questions related to the treatment of the medical concern at hand (within reason) are resolved.

Customer Support communication process

After our initial message, our team will follow up with providers every six hours to ensure receipt of information. If you have a timeframe for resolving the issue, let us know, and we will adjust follow-up frequency accordingly.

If there is no response within 48 hours, we will review the situation internally and escalate if necessary. This may include refunding the patient so they can request a new consultation to receive any outstanding care.

Our team is available to offer support in meeting and exceeding our service obligations - if there are any questions or concerns with the above policy, please reach out to our Customer Support team at any time.