Free WhatsApp/Phone Support (Allowed)

These are generally safe and do not require a follow-up consultation.

• Clarification about how to take prescribed medicines (timing, before/after food, missed dose).
• Minor medicine-related queries for the next 24 hours after consultation.
• Sharing investigation reports advised by the doctor.
• Appointment rescheduling or booking.
• Billing or administrative questions.
• Asking whether reports have been received.
• Reporting expected minor side effects already discussed during consultation.

Requires Follow-up Consultation

The PCC/reception should politely explain that these require a consultation.

• Interpretation of blood tests, X-rays, MRI, CT scan, ECG, etc.
• Change in medicines or dosage.
• New symptoms after the consultation.
• Symptoms not improving.
• Symptoms becoming worse.
• Request for a new prescription.
• Request for antibiotics, steroids, painkillers, sleeping pills, etc.
• Request for a medical certificate or fitness certificate.
• Review of chronic diseases (diabetes, BP, thyroid, asthma, etc.).
• Discussion of surgery, procedures, or treatment plans.
• Any issue more than 24–48 hours after consultation.

Medico-Legal Reasons

Your team can explain that:

• Doctors cannot diagnose without proper assessment.
• Medical advice over WhatsApp or phone may be unsafe.
• Indian medical practice requires proper documentation in the patient’s record.
• Every clinical decision should be recorded in the EMR/OPD notes.
• Without examination, important signs may be missed.
• Patient safety is the first priority.

Operational Reasons

• The doctor may be consulting other patients.
• Continuous WhatsApp consultations delay care for patients with appointments.
• A proper follow-up allows adequate time for review.
• Follow-up ensures treatment history is documented.
• The clinic can monitor outcomes and provide better continuity of care.

Exceptions (Doctor May Respond Directly)

These should be rare and preferably routed through the PCC.

• Serious adverse reaction to prescribed medicine.
• Emergency warning signs.
• Immediate post-procedure clarification.
• Doctor specifically instructed the patient to update within a certain time.
• Report marked “urgent” by the doctor.

Suggested Patient Communication

We are always happy to help. For your safety, doctors do not provide diagnosis or treatment changes through personal WhatsApp or phone calls. You may send reports or brief medicine-related queries within 24 hours of your consultation. If your symptoms have changed, your reports need interpretation, or your treatment needs modification, our team will help you book a follow-up consultation so the doctor can review you properly and maintain complete medical records.