Terms and Conditions

1. Introduction: This Terms and Conditions (Agreement) is a binding agreement between you ("User") and Shukhee (“Shukhee”), a one-stop solution digital healthcare App/web offering including but not limited to telemedicine consultations, medicine delivery, health packages, diagnostic services etc. This Agreement governs your access to and use of the Shukhee App, the Shukhee website (the "Website"), and any associated services (collectively, the "Services"). By accessing or using the Shukhee platform (including the mobile application and website), you acknowledge that you have read, understood, and agree to be bound by the terms of this Agreement.

2. Definitions:

• App: The Shukhee mobile application available for download on various app stores.
• Content:Any information, data, text, graphics, software, code, or other materials displayed or made available through the Services.
• Services: The Shukhee mobile application, website, and all associated services including appointment scheduling, doctor consultations, medication management tools, and health information resources.
• User:The individual or entity who accesses or uses the Services.
• Partners: TAny third parties with Shukhee collaborates to provide the Services, such as medicine suppliers, diagnostic centers, and hospitals.
• User Data:Any data, information, or content uploaded, submitted, or stored by the User through the Services.

3. Services Offered: Shukhee provides a platform that connects Users with licensed healthcare professionals for telemedicine consultations. Shukhee also partners with medicine partners for medicine delivery, diagnostic partners and hospital partners for tests and patient management systems. Additionally, Shukhee offers various health packages tailored to specific conditions like diabetes and women's health.

4. User Consent: By using the Shukhee platform, you grant your consent to the following:

• Collection and Use of Personal Information: hukhee collects and uses your personal information, including medical history, to facilitate telemedicine consultations, medicine delivery, and other services. Your information will be used in accordance with our Privacy Policy, available within the app/website.
• Communication:Shukhee may contact you through email, SMS, or push notifications for appointment reminders, health information updates, and promotional offers. You can opt out of promotional communications through your account settings.
• Sharing of Information: Shukhee may share your information with its Partners to provide the requested services. We will only share information necessary for service delivery and maintain strict data security protocols as our Privacy Policy outlines.

5. Rights and Restrictions of User

• Grant of License: Shukhee grants you a non-exclusive, non-transferable license to access and use the Services in accordance with this Agreement.
• Restrictions on Use: You may not:
  • Modify, translate, reverse engineer, decompile, disassemble, or create derivative works of the Services.
  • Use the Services to transmit unauthorized or unsolicited communications, both commercial and non-commercial.
  • Infringe upon the rights of others, including privacy and intellectual property rights.
  • Interfere with or disrupt the servers or networks used to provide the Services.
  • Upload or transmit any content that contains malware, viruses, or other harmful computer code.
  • Access the Services in a manner that could damage, disable, or overburden the Services.
  • Share your account credentials with any third party.
• User Data Ownership: You retain all ownership rights to your User Data. However, by using the Services, you grant Shukhee a non-exclusive, royalty-free license to use, store, and process your User Data for the purpose of providing and improving the Services.

6. Rights and Restrictions of User

A. Introduction: Standard Operating Procedures (SOP) of doctors refer to medical consultation and treatment provided using telecommunication technology guidelines that outline a systematic approach to effectively manage patient relationships. This SOP is made for SHUKHEE HELPLINE doctors. This can include video calls, phone calls, secured messaging and other digital communication methods between patients and healthcare professionals. Within 15 minutes doctor must prepare their PC like (system login, checking headphone and mouthpiece) are in order.

B. Call Receiving Procedure:

To maintain a high-quality calls, we can focus on these points below:

• First introduce yourself.
• Particulars of patient
• Tone of voice.

Magical Words:

• Definitely - Definitely" typically signifies a strong affirmation or assurance in response to a patient query or request. It's used to convey certainty or confidence in a statement or action.
• Absolutely - Doctor might say, "Absolutely, I will ensure that your issue is resolved promptly," to reassure the patient of their commitment to resolving the issue.
• Certainly - Doctor might respond with, "Certainly, I can assist you with that," indicating their willingness and ability to help the patient with their issue or query. Alternatively, they might say, "Certainly, we'll look into that matter for you," expressing assurance that the customer's concern will be investigated and resolved.
• Exactly - Doctor can say that, "Exactly, I'll process your request right away," affirming their commitment to take immediate action in accordance with the customer's instructions.
• Completely - Doctor might assure a patient by saying, "I'll completely investigate the matter for you," indicating their intention to thoroughly examine the issue until it is resolved satisfactorily.
• Quickly - Doctor might reassure a by saying, "I'll quickly process your request," indicating their intention to expedite the handling of the patient's inquiry.
• Essential - "Essential" denotes the critical components, processes, or resources required to ensure the smooth operation and delivery of doctor’s services.
• Recommendation - Doctors also can recommend products and services we provide.
• Impressive - "Impressive" typically refers to actions, results, or behaviors that exceed expectations or leave a positive impact on customers, colleagues, or supervisors.

Hold Time/ Queue: A system generated queue will be there. If more than 2 calls are in queue, then doctor can choose to attend the call on emergency basis.

Live Call Drop: If there is any call drop, notify customer service agent about the incident immediately.

Further Assistance: After completing the consultation, the doctor must ask if the patient needs to know any information or not. If not, the doctor will give the ending greetings and close the call with a proper manner.

Outgoing Calls: Doctors will make some outgoing calls as per schedule. With a few minor exceptions, instructions for outgoing calls will be like those for incoming ones. With all the details, the doctor must give the patient a call. The doctor must make a second call if the patient does not answer the first. The call can be terminated once the patient has received appropriate service. Call rules must be followed to conclude the call.

Emergency Calls: If a non-subscribing customer wants to consult an emergency doctor, the call should be received by the coach provider with his basic information.

Quality Assurance of Calls: Doctor will be able to determine whether they are fulfilling expectations if the necessary performance requirements are included in the clinical operation’s SOP. Clinical operations typically monitor doctor performance using doctor’s evaluation. Some of the metrics are:

Average call abandonment rate: Displays the proportion of callers who hang up before speaking with a doctor.

Average handle time: Provides a call's average duration for a doctor.

Average time in queue: The proportion of calls answered to total calls received divided by the amount of time callers wait for their call to connect. Average hold time (AHT):

Doctors need to adhere to the following guidelines to maintain quality calls. And based on these standards, the call auditors will assess the call's performance.

Product Knowledge: Need to be properly informed about Sukhee services and Sukhee apps. According to the patient’s inquiry, all information must be provided and if needed a call can be transferred to the customer care representative.

Communication: TEffective communication with a patient during the call is one of the healthcare personnel's skills. Establishing guidelines for the following areas will help to improve communication.

• Tone: A doctor should maintain a friendly, professional tone, demonstrating empathy and understanding, with a neutral accent and moderate pace, and actively listen to the caller's tone.
• Accent: A doctor's accent should be clear, neutral, and easily understandable to diverse callers, without strong regional or cultural markers. Prioritizing clarity over regional characteristics ensures effective communication.
• Confusion: Doctors should actively listen, speak clearly, avoid jargon, use scripts, ask open-ended questions, provide clear instructions, and maintain a calm demeanor to avoid confusion and reassure callers
• Proper probing and Guidance: A doctor should actively listen, ask questions, offer solutions, provide clear instructions, and maintain empathy to enhance patient satisfaction and resolution rates.
• Overall Call Quality Average: Considering all aspects of a call, the average will determine a value.

C. Accident and Breakdown Procedure:

"Call center downtime" must be avoided at all costs. Downtime basically means customer calls are not coming in, orders are not being taken, and customers are getting impatient and even angry. They will then turn to other companies to meet their needs. Hence, it is vital to protect the center from power outages and put in a plan for this right from the beginning.

Power System: Electrical power system failures can cause downtime in call centers, necessitating backup power sources. The IVR system, crucial for handling large call volumes, customer satisfaction, and revenue, can be out of service during power outages. Loss of IVR can be as severe as phone service loss.

Software Down: A Software Down Standard Operating Procedure (SOP) for a call center outlines the steps and protocols to be followed when experiencing software-related issues that impact operations. The call center should outline the process for identifying software- related issues, detailing alert procedures, escalation protocol, communication plan, temporary workarounds, technical support procedures, monitoring, and updates, and conducting a post-incident review. This will help identify the root cause of the issue, provide guidance on alternative processes, and outline the steps for engaging technical support teams. The plan should also outline the timeline for resolving the issue.

D. Fake/Prank Calls Procedure:

If a doctor suspect that it is a Fake or Prank call, he/she should manage it technically and ethically.

Creating a standard operating procedure (SOP) for dealing with fake or prank calls in a call center is crucial for maintaining professionalism and efficiency. Here's a basic outline you can follow:

Identification of Fake/Prank Calls: Train agents to recognize signs of fake or prank calls, such as:

• Inappropriate language or behavior from the caller.
• Repeated calls with no legitimate inquiry.
• Encourage agents to trust their instincts and report any suspicious calls immediately.

Initial Response:

• Maintain a calm and professional demeanor when answering calls, regardless of suspicion.
• Greet the caller politely and proceed with standard opening scripts.

Assessment:

• Ask probing questions related to the caller's inquiry to determine legitimacy.
• Listen carefully to the caller's tone and language for any indicators of prank behavior.
• Verify caller information if necessary, using established procedures and tools.

Verification Process:

If there are doubts about the caller's authenticity, employ verification techniques such as:

• Requesting additional information.
• Transferring the call to a customer service agent for further assessment.
• Using call recording and monitoring systems to review the conversation.

Handling Fake/Prank Calls:

If confirmed as a fake or prank call:

• Inform the caller politely but firmly that the call is inappropriate.
• Advise the caller of the consequences of continued prank calling, such as being blocked from contacting the call center.
• If necessary, disconnect the call following company protocols.
• Document the incident in the call center's records for future reference.

Indicators that may help recognize a call as a prank include:

• Unusual or unrealistic inquiries: Questions that are bizarre, absurd, or irrelevant to the company's products or services.
• Inappropriate language or behavior: The caller uses offensive language, makes inappropriate jokes, or engages in harassing behavior.
• Excessive background noise: Prank callers may intentionally create background noise to disrupt the conversation or mask their identity.
• Refusal to provide information: The caller avoids providing necessary details or evades questions about their identity or purpose of the call.
• Repetitive or nonsensical dialogue: The conversation lacks coherence, with the caller repeating phrases or responding illogically.
• Immediate hang-ups: The caller quickly ends the call without any interaction or explanation.
• Admission of prank intentions: The caller explicitly states or hints at their intention to prank or deceive the doctor.

Escalation Procedures:

If the fake or prank calls persist or escalate:

• Notify managers immediately.
• Provide detailed information about the nature of the calls and any patterns observed.
• Collaborate with customer services to address the issue effectively.

Support for Doctors:

• Doctors who handle fake or prank calls, can take support and guidance from customer service agents for ensuring their well-being and readiness to manage challenging situations.
• Provide resources and training to help doctors develop effective communication and conflict resolution skills.

E. Patient Engagement Procedure:

• Warm Greetings.
• Active Listening.
• Empathy and understanding.
• Consultation
• Good Closing.

F. Live Chat Procedure:

For handling patient interactions through various channels including live chat, audio calls and video calls platforms within the call center environment. The goal is to ensure consistency, efficiency, and professionalism in all customer communications.

Logging In: Doctors need to use their special login credentials to access the designated doctor panels. Make sure that "available" is selected for the login status so that patients can inquire.

Live Chat Support:

• Live Monitor the live chat queue for incoming chats.
• Greet patient promptly and professionally.
• Provide real-time assistance and solutions to patient inquiries.
• Utilize canned responses or templates for common queries to save time.
• Maintain a polite and courteous tone throughout the conversation.
• If necessary, escalate complex issues to a supervisor or another department.
• Ensure that the chat transcript is accurately documented and saved for future reference.
• Close the chat session only after confirming the patient's issue resolution or satisfaction.

Consultation procedure:

• After a live chat, a doctor can give consultation through audio call or video call as required.
• A prescription will be sent after consultation within a few minutes.
• Patients can be referred to a specialist doctor if needed.

Quality Assurance:

• Provide feedback and coaching to doctors to improve their communication skills and adherence to SOPs.
• Review patient feedback and ratings to identify areas for improvement.
• Update SOPs as needed based on changing patient needs or feedback.

G. BREAK TIME PROCEDURE:

To maintain efficient operations and compliance with corporate regulations, this SOP aims to provide call center operators with precise instructions and protocols to adhere to when taking breaks.

• Break Schedule: Specify the time and length of the breaks in the break schedule. Make sure that the company's break periods comply with both labor laws and policies.
• Break Duration: Indicate how long each break will last. Make sure the doctors are informed about the designated break time and follow it properly.
• Break Rotation: To guarantee continuous coverage throughout operating hours, implement a break rotation mechanism. Plan your breaks so that clinical operation’s activities are not severely disrupted.
• Return from Break: After completion of their break doctors are required to swiftly return to their workstations. Make sure that doctor returns to work on time to keep workflow efficiency.
• Monitoring and Compliance: Supervisors keep an eye out for instances of noncompliance and swiftly deal with them. For compliance and monitoring, keep track of the lengths and times of your breaks.

8) Office Etiquette:

To ensure that all doctors maintain professionalism, courtesy, and efficiency in their interactions within the office environment.

• Responsibilities: Doctors are responsible for adhering to the guidelines always outlined in this SOP during office hours. Manager/Team leaders/supervisors are responsible for enforcing adherence to this SOP and addressing any violations promptly.
• Guidelines:
• Punctuality: Doctors are required to report for duty and breaks on schedule. Inform supervisors ahead of time of any unavoidable absences or delays.
• Workspace Cleanliness: Doctors oversee keeping their workspace tidy and orderly. Personal items should be kept at a minimum and desks should be free of clutter. Food and beverages must be disposed of appropriately and are only permitted in specified areas.
• Whistle Blowing: Doctors oversee keeping their workspace tidy and orderly. Personal items should be kept at a minimum and desks should be free of clutter. Food and beverages must be disposed of appropriately and are only permitted in specified areas.
• Phone Etiquette: Respond to calls in a timely, professional manner while adhering to the company's normal greeting script. Talk loudly enough and with clarity. On calls, refrain from using colloquial or informal language. Always politely finish calls by expressing gratitude for the other person's time.

H. Roster:

In essence, an employee roster is a single document that lists and arranges data on your workers. It serves as a thorough resource for companies and HR professionals, offering a concise synopsis of numerous employee-related topics, such as:

• Employee details:These usually consist of each employee's name, job title, and contact information (phone number, email address).
• Scheduling: The roster frequently acts as a graphic depiction of workers' shift patterns, working hours, and days off. This guarantees that you will have the appropriate staff on hand at the appropriate times to run your business efficiently.
• Additional facts: The roster may additionally contain optional information such as health personnel qualifications, certifications, or emergency contact details, depending on the requirements of the company.

Essentially, an employee roster serves as a focal point for companies and HR to expedite scheduling, workforce management, and communication.

I. Conflict Procedure:

To effectively handle conflict in a digital doctor service setting, one must strike a careful balance between empathy, problem-solving techniques, and loyalty to corporate guidelines. This is a general process that you can use:

• Active Listening: It's important to actively listen to patient's issues without interrupting them when they express disagreement or displeasure. Allow them to thoroughly convey their problem while demonstrating your understanding and sensitivity.
• Remain Calm and Professional: Remain composed and professional no matter how the patient expresses themselves. Recall that you are representing your organization, so maintaining your composure will help you resolve the matter amicably.
• Empathize: Be considerate of the patient's circumstances. Recognize their annoyance or worry and let them know you're there to assist in fixing the problem.
• Clarify the Issue: After the patient has described their concern, restate the situation in a way that both parties can understand. This phase assists in resolving confusion and demonstrates to the doctor your attention to their problems.
• Provide Solutions: Provide appropriate counselling and prescription to resolve the customer's issue in accordance with telemedicine policies and guidelines. If possible, give the patient options so they can select the resolution that best fits their needs.
• Seek manager Support if Necessary: Don't be afraid to consult a manager or a higher authority if the conflict grows or if you are unable to handle it within your authority. If necessary, they can assume control of the situation or offer more assistance.
• Record the Conversation: Take thorough notes during the conversation, covering the issues raised by the patient, the solutions suggested, and any agreements reached. This documentation guarantees consistency in handling similar circumstances and is crucial for future reference.
• Constant Improvement: Consider the dispute settlement procedure thereafter. Determine any areas that require improvement, such as personnel training or corporate policy revisions to avoid future incidents of this kind. Every month, a 20-marks quiz exam will be held, and participation is mandatory for all doctors.

J. Shift Closing Procedure:

When doctor service closes a shift, there are a few essential processes that must be followed to guarantee that all duties are finished, and information is accurately captured. An example of how a call center closes a shift is as follows:

• Complete Call Logs.
• Update Documentation.
• Resolve Pending Issues.
• Check Equipment.
• Handover Communication.
• Submit Reports.
• End-of-Day Procedures.
• End-of-Day Procedures.
• Sign Out.

7. User Responsibilities:

• You are responsible for providing accurate and complete information about your medical history and current health condition.
• You agree to use the Shukhee platform for legitimate healthcare purposes only.
• You are responsible for following the advice and recommendations provided by healthcare professionals during consultations.
• You are responsible for maintaining the confidentiality of your login credentials and account access.

8. Privacy and Data Security:Shukhee takes user privacy and data security seriously. We implement the following measures to safeguard your information:

• Secure Storage: We store user data on secure servers with industry-standard encryption protocols.
• Limited Access: Access to user information is restricted to authorized personnel who require it for service delivery.
• Compliance: Shukhee adheres to relevant data privacy regulations and takes all reasonable steps to protect user information from unauthorized access, disclosure, alteration, or destruction.

9. Intellectual Property Rights:

• All intellectual property rights in the Services, including, but not limited to, design, databases, text, graphics, and their selection and arrangement, and all software compilations, underlying source code, and software, are owned directly by Shukhee or through its licensors.
• No title to or ownership of any proprietary rights related to the Services is transferred to You pursuant to this Agreement.
• Any unauthorized use of the intellectual property by You shall terminate the license granted by this Agreement.
• The Services and all Content are protected by copyright, trademark, and other intellectual property laws.
• You agree not to remove, alter, or obscure any copyright notices or other proprietary rights notices contained in the Services.

10. Warranty and Liability Disclaimers: THE SERVICES ARE PROVIDED "AS IS" AND WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. SHUKHEE DISCLAIMS ALL WARRANTIES, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND SECURITY. SHUKHEE DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR VIRUS-FREE. SHUKHEE SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OF THE PLATFORM OR SERVICES. THIS INCLUDES BUT IS NOT LIMITED TO, MEDICAL ADVICE PROVIDED BY HEALTHCARE PROFESSIONALS DURING CONSULTATIONS, MEDICATION DELIVERY ISSUES, OR TEST RESULTS PROVIDED BY DIAGNOSTIC PARTNERS.

11. Medicine Delivery: You acknowledge that Shukhee may partner with third-party medicine delivery services to fulfill medication orders. You agree to provide accurate prescription information and to comply with all instructions provided by the medicine partners.

12. Diagnostic and Hospital Partners: You understand that Shukhee may collaborate with diagnostic and hospital partners to provide test and patient management systems. You agree to cooperate with diagnostic and hospital partners and to follow their instructions regarding tests and treatments.

13. Health Packages: Shukhee may offer various health packages, including but not limited to diabetes and gynecological patient packages. You acknowledge that the effectiveness of these packages may vary, and Shukhee makes no guarantees regarding their outcomes.

14. Indemnification by User: The User agrees to indemnify, defend, and hold harmless Shukhee, its officers, directors, employees, agents, and affiliates (collectively, the "Indemnified Parties") from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) (collectively, "Losses") arising out of or relating to:

• User's Breach of Agreement: Your violation or breach of any term or condition of this Agreement.
• User's Misuse of Services: Your unauthorized or improper use of the Services, including any use that violates applicable laws or regulations.
• User Content: Any content you upload, transmit, or store through the Services that infringes on the intellectual property rights or other rights of any third party.
• User Conduct: Your actions or conduct while using the Services that cause harm to any third party.

15. Limitation of Liability:

• User Data: Shukhee will use commercially reasonable efforts to safeguard User Data stored on its servers. However, in the event of a data loss event beyond Shukhee's reasonable control, Shukhee will not be held liable for such loss.
• Third-Party Products/Services: The Services may allow access to or integration with third-party products or services. These third-party offerings may have their own return or warranty policies, and Shukhee disclaims any liability for such products or services.
• Limitation of Liability: As stated previously in Section 9 (Warranty and Liability Disclaimers), Shukhee's liability under this Agreement is limited. Shukhee will not be liable for any damages arising out of data loss events, or issues with third-party products/services.

16. Refund Policy:

• For Telemedicine Services, our Refund Policy will be applicable.
• For other Services, our Partners' Refund policies will be applicable accordingly.
• Please take a look at our Refund Policy wherein total policy has been incorporated. For any clarification contact our customer service accordingly.

17. Termination:

• Termination by Shukhee: Shukhee may terminate your access to the Services for cause, including but not limited to:
  • Violation of any provision of this Agreement by User.
  • User engaging in illegal or unauthorized activity through the Services.
  • User's actions that threaten the security or stability of the Services.
• Following Termination:
  • All licenses granted under this Agreement will immediately terminate.
  • User shall cease all access and use of the Services.
  • Shukhee may delete or deactivate your account and any User Data associated with it.
• Survival: The provisions of this Agreement which by their nature should survive termination shall continue to be in full force and effect after such termination, including Sections 8 (Intellectual Property Rights), 9 (Warranty and Liability Disclaimers).

18. Entire Agreement: This Agreement constitutes the entire agreement between you (the User) and Shukhee regarding your access and use of the Services. It supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.

19. Modification: Shukhee may modify this Agreement at any time by posting the revised version on the Website or within the App. Your continued use of the Services after posting the revised Agreement constitutes your acceptance of the revised terms. You are advised to review the Agreement periodically for any changes.

20. Striking Out: If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

21. Contact Information: For any queries or further assistance regarding our Policies, Users may contact our customer service team through the Shukhee App or:

• Email: info@shukhee.com
• Phone: 10657

22. Consent Procedure: BY SIGNING UP FOR THE SHUKHEE SERVICES OR USING THE SERVICES, YOU ARE EXPLICITLY CONSENTING TO THE TERMS AND CONDITIONS OUTLINED IN THIS AGREEMENT. ADDITIONALLY, BY PROVIDING PERSONAL INFORMATION OR MEDICAL DATA THROUGH THE SERVICES, YOU ARE CONSENTING TO THE COLLECTION, PROCESSING, AND USE OF THAT INFORMATION AS DESCRIBED IN SHUKHEE'S PRIVACY POLICY. BY USING THE SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ THIS AGREEMENT, UNDERSTAND IT, AND AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS AGREEMENT IS THE COMPLETE AND EXCLUSIVE STATEMENT OF THE AGREEMENT BETWEEN YOU AND SHUKHEE AND SUPERSEDES ALL PROPOSALS OR PRIOR AGREEMENTS, ORAL OR WRITTEN, AND ANY OTHER COMMUNICATIONS BETWEEN YOU AND SHUKHEE RELATING TO THE SUBJECT MATTER OF THIS AGREEMENT