Telemedicine Video Consultation Policy

Customer Care

For all consult-related queries: support@sknbiome.com | +91-9354606738
(10:00–18:00, Mon–Sat)

1) Scope & Mode of Care

  • Consults are provided online via video by India-registered medical practitioners (“RMPs”).
  • Telemedicine is intended for non-emergency care. In case of emergencies, call local emergency services or visit the nearest hospital.

2) Doctor Assignment & Availability

  • Auto-assignment: Patients cannot choose a specific doctor; an RMP is assigned based on availability and duty rosters.
  • Follow-ups: We try to schedule with the same RMP where possible. If unavailable, another qualified RMP will attend.
  • All consulting RMPs are vetted for registration status, qualifications, and specialty relevant to the consult.

3) Identification & Consent

  • Patient identification: You may be asked to present a government-issued ID (or guardian ID for minors).
  • Consent: By proceeding with the video consult (clicking “Start/Join” or staying connected), you give consent to telemedicine. The RMP may also confirm verbal consent on the call.

4) What to Expect in a Video Consult

  • The RMP will obtain a medical history, assess symptoms, may review prior reports/images, and determine if in-person examination is required.
  • The RMP may order diagnostics/labs or recommend referrals where clinically indicated.
  • Documentation: A brief consult note and advice/prescription (if any) will be issued digitally and added to your account.

5) Prescriptions & Restrictions

  • Prescriptions (if appropriate) will follow Indian law and the Telemedicine Practice Guidelines (2020).
  • Prescriptions will use generic names where applicable.

6) Minors & Special Situations

  • Minors (<18 years): A parent/legal guardian must be present on the video call and provide consent.
  • If the RMP suspects abuse, self-harm, or risk to life, they may escalate/advise immediate in-person care and make appropriate referrals.

7) Quality, Safety & Continuity

  • SknBiome employs standard clinical protocols appropriate for telemedicine and encourages follow-up or in-person visits if symptoms persist or worsen.
  • RMPs retain clinical discretion to decline tele-prescription or terminate a consult that is unsafe or inappropriate for telemedicine.

8) Privacy & Data

  • We collect and process your personal and health information to deliver the consult and maintain medical records.
  • Data is processed per our Privacy Policy and applicable law. Do not record sessions without the RMP’s consent.
  • We maintain consult records (notes/prescriptions, date/time, mode, and patient/RMP identifiers) for a reasonable period consistent with law and our internal retention schedule.

9) Fees, Cancellations & No-Shows (Consults)

  • Fees: Shown at booking. Taxes may apply.
  • Reschedule/Cancellation: You may request rescheduling or cancellation before the scheduled slot via Customer Care.
  • No-show: If you miss the slot without prior notice, the consult may be treated as availed.
  • If a consult cannot proceed due to our technical issues or RMP unavailability, we will reschedule or refund the consult fee.

10) Complaints & Medical Concerns

  • Service issues: (scheduling, access, portal) contact support@sknbiome.com or +91-9354606738.
  • Clinical concerns: For advice/prescription queries, please request a follow-up via the same channels so an RMP can reassess.
  • Important: Telemedicine is not a substitute for emergencies. Seek immediate in-person care if your condition worsens.