A doctor on the line, day and night.
Round-the-clock phone access to registered MBBS doctors for organisations that look after many people: consultation, digital prescriptions where clinically appropriate, and referral when someone needs to be seen in person.
Status: proposed service. It is not yet operating. Service levels are agreed with each organisation before launch.
At a glance
Qualified doctors, whenever they are needed.
- including weekends and public holidays
- 24×7
- doctors registered with a State Medical Council or the National Medical Register
- MBBS
- a dedicated number or an integrated calling platform
- 1 line
- reports on calls, consultations and referrals
- Monthly
What it offers
Everything a first consultation needs.
Live call answering
Calls go to an available doctor, with capacity planned around the agreed call volume and waiting-time targets.
Medical consultation
Symptoms, medical history and a preliminary assessment, followed by clear medical guidance.
Digital prescriptions
Issued electronically when clinically indicated, under applicable regulations and the doctor's judgement.
Referral and escalation
Guidance to see a doctor in person, get a diagnostic test or seek emergency care whenever it is needed.
Consultation records
Consultation and prescription records kept as the law requires, with access limited to care.
Reporting
Monthly reports on call volumes, answered and missed calls, consultation length, prescriptions and escalations.
How a call works
From the first ring to the right care.
Six steps, the same for every call.
01Caller
Calls in
Through the agreed number or the organisation's calling platform.
02System
Routes the call
To the next available qualified doctor.
03Doctor
Verifies and consults
Confirms the caller's details, then assesses symptoms and history.
04Doctor
Advises
Gives medical guidance, and a digital prescription where clinically appropriate.
05Doctor
Refers when needed
Cases that need examination, emergency care or a specialist are referred.
06Service
Records and reports
Keeps operational records and reports performance every month.
Service levels
Every eligible call, answered.
The service is designed to answer every eligible call. The final service levels are agreed with each organisation during set-up and cover:
Availability
Doctor availability and call-answering targets.
Peak hours
Queue management and handling of peak volumes.
Emergencies
Escalation and emergency referral protocols.
Prescriptions
Consultation documentation and how prescriptions are delivered.
Quality
Reporting frequency, quality audits and complaint handling.
Answer-time guarantees and staffing are set after peak-hour volumes and average consultation length are validated.
Safeguards
Clinical judgement comes first.
01Registered doctors only
Every consultation is with an MBBS doctor holding a valid registration.
02Telemedicine rules
Consultations and prescriptions follow India's Telemedicine Practice Guidelines and the doctor's professional judgement.
03Not for emergencies
The service is not a substitute for emergency care. Doctors direct callers to it whenever it is needed.
04Personal data
Collected with consent, used only for care and reporting, and handled in line with the DPDP Act, 2023.
Next steps
Start with a conversation.
Three steps, and no commitment until the plan is agreed.
- 01
Briefing
A 30-minute walk-through of the model, the phases and the safeguards.
- 02
Scoping
We work with your officials on geography, numbers and links to existing schemes.
- 03
Phased plan
A Phase 1 plan with agreed phase-gate criteria, before any commitment.