FAQ

Common queries about the VIOS Platform answered

Where is the ViOS, Inc HQ located?

ViOS, Inc is Delaware C-Corporation incorporated on:

June 29th 2020

Our headquarters are registered at:

651 N Broad St, Suite 206,

Zip 19709, New Castle,

Middletown

Delaware

United States of America

 

 

What are the scope of telemedicine services provided by VIOS?

Board-Certified Healthcare specialists from various countries (including those residing in the USA) can be connected by patients for beyond network out-of-pocket appointments through the company webapp. In the case of US-resident patients, they may only view and select physicians based overseas if they wish to (with MD or comparable recognised certifications). Overseas patients may in turn be able to view and select US-residing Physicians if similar experts are not available in their region.

All specialists are to be considered and reimbursed as independent contractors (setting their own availabilities). The essential scope of the communication will be based on non-diagnostic non-prescription consults for diagnosed chronic illnesses (ideally), behavioural/lifestyle modification counselling and remote second opinions based on oral/visual information provided by patients on a standard Zoom session. 

The Company and the Providers are not obliged to collect, compile nor alter patient data in any form unless submitted by the Patient by their own volition.

We wish to empower patients to make an informed payer choice, in selecting the right specialist and completing the direct payment process without unnecessary approval paperwork and other hassles to effective telecommunication.

 

Is your telehealth service covered by medical insurance?

Our virtual communication platform follows a beyond network direct pay method, which means we are currently not accepting third party insurance payer solution for our services.

We wish to empower patients to make an informed payer choice, in selecting the right specialist and completing the direct payment process without unnecessary approval paperwork and other hassles to effective telecommunication.

 

Is VIOS a HIPAA-covered entity?

No.

ViOS, Inc is a beyond network out-of-pocket service provider, which does not receive any reimbursement from a third party payer i.e. medical insurance company in any form. We are not obligated to ensure HIPAA-compliance although certain ePHI may be communicated in our infrastructure (eg. user names and email addresses).

Nonetheless, we are very proactive in creating a customised privacy policy that is based on the central edicts of HIPAA, GDPR, COPPA and CCPA guidelines – by ensuring a signed BAA with them.

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Business associates are required to agree to implement safeguards to ensure the confidentiality, integrity, and availability of PHI and access controls to prevent unauthorized access and disclosures. They must agree not to use PHI for any other purposes than the reasons why the information is disclosed. They must not disclose the information to any other individuals or entities (except subcontractors – see below). They must provide individuals with copies of their PHI on request, and must notify their covered entity of any breaches of protected health information.

Business associates include a wide range of individuals and entities, including companies that conduct data analysis, process claims, provide administrative services, quality assurance, billing, payment and collections services. Business associates also include accountants, consultants, attorneys, data storage firms, and data management companies.

Does VIOS provide medical malpractice coverage to its providers?

ViOS, Inc has a comprehensive medial malpractice indemnity clause with a renowned global insurance corporation, which is specialised in global coverage for digital health services.

 

Our coverage plan has a blanket additional indemnity protection for independant contractors as well.

 

This additional protection is applicable to independant contractors who have their own private practice indemnity protection in their country as well.

 

Contact us for more details:

[email protected]

What are the patient selection criteria? Can any potential patient use the service?

Patients from around the globe may access and view the appropriate content from the Company website. However US-resident patients (from any state) may only view, select and interact with specialists based overseas. Overseas patients may view, select and interact with any of the contracted specialists including US-based physicians (from any state).

Our platform is purely a ‘cash-based’ out of pocket virtual setting, without the need for third party insurance providers.

Patients will have the opportunity to choose their virtual provider by selecting the appropriate speciality and pay online via VISA or Mastercard options

Who pays for the VIOS Telemedicine session?

Our platform is purely a ‘cash-based’ out of pocket virtual setting, without the need for third party insurance providers.

Patients will have the opportunity to choose their virtual provider by selecting the appropriate speciality and pay online via VISA or Mastercard options

Is there a VIOS Membership plan?

Currently the VIOS Platform is a cash-based direct pay as you use solution for remote second opinions, expert consults and counselling.

The user must book and purchase a follow up appointment separately

Towards the end of 2021, we will be launching the exclusive membership program to allow for an upgraded virtual care experience for our stakeholders who wish to have a more intimate and frequent care session with their preferred VIOS Providers….stay tuned!

Are my virtual appointment session secure and private?

We take user privacy very seriously. Private data is your own inherent property, and maintaining this protection is our true value.
Our ViOS platform does not collect any confidential health data from any of our users, we have no interest in extracting the private conversations you may have with our professional network.
Both the patient and the provider shall receive a recorded video link in their respective email.
Watch the official Zoom for Healthcare webinar

 

 

What will I benefit from VIOS?

Digital networks allow for premium convenience, safety, security and assurance to a better decision making.
We believe in keeping things simple. By removing many of the obstacles to choosing your healthcare provider, you can get faster access to value-centered network of experts.
Click the links to see how we comapre with other telemedicine providers:
Would you like to read about some stories of people who have benifitted from virtual care?
Read about their stories here

 

What is so unique about the VIOS platform?

We believe in value-based professional networks, where you choose who is most deserving of your trust
We created this trusted environment where you know what you are paying for, and are more than satisfied that you have truly invested in your health journey.
Our International network of specialists are experts in their field, and are literally just a few clicks away
Another unique value that we provide is the ability to connect with a preferred provider who speaks your mother tongue in many cases. Sometimes the best way to understand your pains is to have a conversation in a language you or your family member is most comfortable with.
Cultural sensitivity is a strong marker for value-based patient experiences

Is the VIOS platform HIPAA compliant?

ViOS, Inc does not store, alter, monitor or access personally identifiable health information of any of our users in our platform. All private conversations and data transfer are to occur betweeen the user and third part service providers (calendly, stripe, zoom, hubspot, mailchimp) of our platfrom. 
HIPAA refers to the Health Insurance Portability and Accountability Act of 1996, governing the flow of healthcare information, stipulate how personally identifiable information maintained by the healthcare and healthcare insurance industries should be protected from fraud and theft, and address limitations on healthcare insurance coverage.
Since the VIOS platform is 100% out-of-pocket direct pay, VIOS, Inc does not have any financial obligations for reimbursements by medical insurance, or any health-related insurance process in any form. The stipulations of HIPAA governance does not apply to most of the transactional operations that occur between users and providers in our platform.
Nonetheless we are very proactive in ensuring due diligance when it comes to managing any form of data that may or may not be inadvertantly generated or stored within our digital premises, or that of our partners.
Our main business associate Zoom Video Communications, Inc. who is providing the telecommunications support, has provided this link to a signed and completed Business Associates Agreements regarding HIPAA and other data compliance systems

Is the VIOS platform GDPR compliant?

GDPR or the General Data Protection Regulation is a regulation in EU law on data protection and privacy in the European Union (EU) and the European Economic Area (EEA). It also addresses the transfer of personal data outside the EU and EEA areas. The GDPR’s primary aim is to give individuals control over their personal data and to simplify the regulatory environment for international business by unifying the regulation within the EU.

The VIOS platform including the official website www.viosapp.com will only collect specific data when requested for a transaction under full expression of compliance of GDPR as displayed (eg. when downloading content).

For the purposes of the telemedicine booking function, users will be interacting with third party service providers to enable effective automation and integration into the VIOS workflow. The details of their GDP compliance processes and status can be viewed in the links provided below.

The user is obligated to sign the VIOS waiver and disclaimer popup prompts prior to proceeding with the VIOS workflow. The user is within their rights to refuse to aknowledge the waiver and seek services from elsewhere as desired.

 

HUBSPOT

CALENDLY

STRIPE 

ZOOM 

 

What is the VIOS Privacy Policy?

VIOS PRIVACY POLICY

Best Practices Guidelines to Ensure HIPAA/GDPR Compliance in Global Telemedicine

INFORMED CONSENT

An informed consent/waiver from every patient is taken digitally prior to selecting the calendly link of each provider.

A link to the legal documents of ViOS, Inc. which displays terms of use, compliance, diligence and related materials are provided to the patient via email prior to and upon confirmation of appointment booking.

DATA 

Patient may request to delete any stored data in the mailing list of ViOS, Inc 

Patients have been communicated that their personal data (eg. email addresses) may be used for providing billing invoices and/or digital marketing materials from time to time. 

Providers who have undergone the initial virtual orientation training session will be permitted to be a part of the VIOS Provider Platform.

LOCATION SETTING

The scheduled session should take place in a private room such as the Provider’s study room or bedroom (that has been designated as a home office space)

There should be an obstructed view of screen i.e. not facing a door or window

Use of headphones during sessions may allow for added privacy during the scheduled sessions.

Laptop/PC that is being used should have separate user login and logout functions.

PROFILE ACCOUNTS

Personal mobile device (smartphone/tablet) with personal pincode/biometric access with auto screen lock features enabled when not in use.

The Providers’ Gmail/Calendly/Zoom account must have a separate user login and logout feature.

The Provider must practice due diligence when utilising their devices for personal web browsing and downloading media.

The Provider must ensure timely software security upgrades of their devices as and when such security patches are made available

Provider’s full name and designation should be displayed on the Zoom profile as per their description in their provider bio page – Patient may choose to display their username as they wish.

Recommended reset of unique alphanumeric password every 30 days

RECORDING

No recording app/device must be activated in the background – patients and their chosen providers will receive a recorded zoom link after the session by their emails. This will ensure data localisation and portability to the geographic location of either party.

 

DATA

Patient health data can be shared only from the Patient’s side – using the zoom chat box. This may take the form of a typed note, image file, PDF or a shareable link (eg. google drive/dropbox folder) from the Patient’s side.

Providers are not to share any such data with any third party during or after a session is concluded.

Providers must discard any health data (PDF, data sharing links, image files) that has been shared to them, by shifting the data set into the recycle bin and immediately erase it within a period of 7 days has elapsed since the last communication with the patient.

NOTES

Providers may keep a handwritten journal during or after the session, for record keeping or further analysis if they choose to, this document should be written either during the session or immediately afterwards. The journal must be stored securely in the Provider’s own desk space (under lock and key) or in a safe deposit box (you may treat this document as a bank cheque book). 

The Patient may request for a copy of any notes that may have been taken by the Provider during the course of a session. The Patient should request a verbal request towards the end of the scheduled video session (prior to 30min duration) that they would like a photo scan of the Provider’s notes. 

The Provider can take a photo scan of any handwritten notes and upload via the Zoom chat box if the scheduled time permits, however if not possible, the Patient must book a follow up appointment to receive the previous session notes via the upload image function of the Zoom chat box 

This image file must be discarded by the Provider within 7 days from the device memory in entirety (i.e. permanent delete)   

This professional journal may be maintained for a maximum duration of 6 Months, after which the provider is requested to discard the document in entirety by complete paper shredding, safely burning it or soaking in water until the ink is dissolved.

EXTERNAL COUNSEL

Providers are not to discuss VIOS Patient cases with any other healthcare provider, unless patient confidentiality is maintained by altering/omitting any personally identifiable data (using initials, synonyms etc) while seeking appropriate counsel. 

Providers are requested to not accept or open any email correspondence from VIOS Patients with regards to medical/health data – only the ZOOM infrastructure has the appropriate HIPAA compliance via signed BAA (business associate agreement) with ViOS, Inc.

BREACH

Any incident of a data breach (eg. email hack) of any form should be communicated with ViOS, Inc via suitable means eg. secondary email or linkedin message with a representative of ViOS, Inc i.e. Dr. Ismail Sayeed within 72 hours of detection. An appropriate data breach communication will be undertaken by ViOS, Inc to concerned parties.

Any voluntary data breach by a Provider will require a disciplinary action to be taken on the offending party, related to ceasing all associations or legal repercussions as appropriate.

AUDIT

A data privacy audit will be carried out by ViOS, Inc by contracting out to a third party firm on an annual basis.

UPDATES

An annual privacy policy update will be made available to all parties as required.

 

A copy of the VIOS Privacy policy can be downloaded here

 

What kind of doctors do you have in the telemedicine platform?

Our healthcare professionals are distinguished experts in their fields. They have spent decades of their lives in acquiring the practical skills in treating the most common and dangerous threats to your daily life, and of your family.
We have specifically onboarded (and still onboarding) certified, qualified and registered professionals, who have globally-assured advanced degrees that have great value in ‘cross-border’ recognition in healthcare.

 

Are VIOS Telemedicine Doctors considered employees or Independent Contractors?

All VIOS Providers are contracted as Indpendent contractors according. to the following characteristics:
1- There is total autonomy on how & when they conduct their scheduled online consults
2- They have freedom to choose the location of their remote consults
3- ViOS, Inc does not provide any form of employee training program, all Providers are vetted according to their training and experience in their clinical fields
4- Each Provider is individually responisble for the content and quality of their scheduled sessions
5- ViOS, Inc. has explicitly mentioned their contractual agreements during the onbaording phase
6- No ancillary support staff is provided to any Provider during or after any scheduled session for any matter
7- The Providers select their availability as per their own volition
8- Their participation is part-time i.e. as supplementary to their own pre-existing employment 
9- Providers are free to choose the manner in which they may provide the consults, counselling and/or remote second opinions
10- Providers are not obliged to file any form of report and documentation for services renderred to ViOS, Inc.
11- Provider reimbursement is a fixed transactional commission per scheduled appointment
12- ViOS, Inc is in its rights to suspend, withold or discharge completely any future business relationship with any Provider according to company policies.
13- ViOS, Inc will not reimburse nor provide any materials or purchases in order for the Provider to carry out their contractual duties.
14- Provider is free to provide their services to any other third party outside of ViOS, Inc in any manner thay choose
15- Providers are free to provide their services to the general public at any time as per their choosing
Further details can be found in the following links for any clarification:

How will I know the VIOS Providers are qualified? Do you do Background checks?

Our strict onboarding process thoroughly scrutinises the postgraduate training, relevant skillsets and even the bedside mannerisms of each and every provider, to make sure they are not just a good fit for our provider network, but also a good fit for your health needs.

 

What kind of health conditions can I discuss?

Some of most common conditions treated are, urinary tract infections, asthma, respiratory infections, sinusitis, bronchitis, pharyngitis, allergies, cold and flu, sore throat, pink eye, sprains and strains, sport injuries, arthritic pain, insect bites, skin inflammation, rashes, vomiting and diarrhea.
Our infrastructure is uniquely geared towards an intimate conversation, counselling, consultation or even just a second opinion related to chronic illness management such as with heart disease, diabetes, hormone imbalances, mental health issues and others.

Can VIOS arrange a medical tourism visa?

ViOS, Inc will not be issuing any visas, processes or any form of post-event activities related or not related to the initial healthcare-related appointment.
VIOS Telemedicine consults will not proceed with any other processes after the scheduled session is complete.

Do you have any VIOS Patient video testimonials?

As a matter of fact, one of our recent VIOS Patient customers had booked an online appointment for his mother last month.
To maintain patient privacy and anonymity, further details cannot be shared, but David was kind enough to post a selfie video of his experience with our process.
This is the Youtube video of his user feedback testimonial.

Do I have to send my medical records before the appointment?

 

That will not be necessary.

We prefer if you prepare the scanned copies of all relevant and recent medical reports, scans and your local doctors’ records in your computer prior to your scheduled appointment.

We have set up our processes to allow ample time for your chosen provider to go through the data during your session, so that all pertinent information can be relayed to you in a easy to understand manner.

During your appointment, you may upload the files in the Zoom chat box (in the form of images or a google drive/dropbox link) to your provider. Or you may enable screen sharing and simply display the scanned records without actually sharing any files.

Can my local Doctor be present during the meeting?

To preserve the privacy and sanctity of the doctor-patient relationship, even online, it is discouraged to share the unique zoom link that will be provided to both parties.

Although the patient has willingly selected the booking and is free to utilise the access as they please, the value of the scheduled session may not be appreciated if there is a larger audience interacting at the same time.

Additionally the private conversation between the patient and specialist is fully protected by the terms and conditions of the VIOS Platform. Any alteration in the process, by sharing the appointment to other parties, will nullify the terms and conditions mentioned before.

If the Patient decides to involve other parties in the scheduled session (eg. by inviting their local doctor or another party), this arrangement should be communicated and made apparent to the VIOS Provider as soon as they enter the meeting.

It is within their professional rights to agree and proceed accordingly, or they may choose to end the session as per their choice. Provider and Patient may file an incident/complaint report to [email protected] regarding this matter – bear in mind shared session will not be refunded nor rescheduled in any form.

I have a rash should I show it on camera, during the video session?

Due to the sensitive and private nature of the private video conferencing session, and the inability to ensure patient privacy and the presence of a chaperone, it is highly discouraged for any party to expose sensitive body areas for viewing.

An oral description by the patient is a better alternative to discuss the prior diagnosis made, to allow the provider to assess the information provided.

ViOS, Inc and affiliated entities do not condone nor allow for unnecessary exposure and visual examination of patient party by the provider, regardless of initial medical issue.

Should I keep the camera on during the telemedicine session?

It is best to keep a visual connection between Providers and Patients throughout the session for the following reasons:

 

  • Confirm the identity of either party
  • Ensure that a minor is not alone during a session, even if it is for a Pediatric review (an adult caregiver should be present)
  • You can assess if a third person who is acting as a translator is able to convey the message properly
  • You can demonstrate a bodily function such as joint movement or gait
  • You can confirm correct use of device such as nebuliser
  • You can view the packaging details of a medication, including its generic name
  • The face-to-face interaction adds depth and richness to a conversation
  • The Provider is able to assess non-verbal cues in the discussion
  • There is a healing effect in seeing an empathic facial expression, of a dedicated Provider

 

What are their diagnostic protocols? Meaning, when and how do they determine if a patient should go to the ER, Urgent Care or their PCP (as opposed to writing a script themselves or just advising the patient on what course of action to take by themselves).

Strict guidelines and disclaimer copies are displayed multiple times and at multiple sites (company website copy, email, chatbot conversations, social media content) educating and instructing the patient about our services based on non-emergency non-life threatening status of the patient prior to and during the scheduled appointment. It is clearly communicated that the sole function of the Company is for overseas based consults, counselling and remote second opinions. Specialists are also provided onboarding orientation and materials with clear instructions to not accept nor proceed with any interaction (even if scheduled) of their is clear and present health risk to the patient party. 

Are telemedicine providers allowed to practice internationally?

To ensure your peace of mind and personal safety as a global citizen, we have taken steps to train up and guide our professional network to communicate the practical steps to better care.
Health is not always about more prescriptions, sometimes you just need to have a talk with a specialist.
As we do not oblige our providers to prescribe online nor provide any ‘physical’ interventions to the digital patient, we are able to enhance our global reach by providing a counselling, consulting and remote second opinion solution to select patient populations.
As a patient, you are in control of your health-seeking decisions and ability to seek second opinions for an existing issue – from anywhere in the world by certified experts
In our platform, telemedicine specialists are permitted to provide expert second opinions based on the patient history communicated by the patient and any medical records that are displayed only.
Our Providers will not diagnosing any issues related to your health complaints, nor providing any prescriptions.

How will I get my prescriptions?

On the off chance that you may need prescriptions, the providers may make a generic suggestion, however the responsibility of purchasing and consumption is upto the user in all its forms.
As a virtual telecommunications provider, we do not provide nor promote pharmaceutical (or diagnostic) assets to either party.
However our privately secured chatbox function may be used to clarify certain issues if either party deems it to be necessary

 

When do they write prescriptions and what specific drugs do they prescribe? Any narcotics?

The specialists providing the consult, counselling and remote second opinions are not instructed nor obligated to communicate any prescription orders to the patients, even if requested (eg. narcotics requests) in any form. Generic non-trade labels of medications or procedures may be communicated for the sole purpose of patient education only.

Can I meet the doctor in person?

If you are lucky to connect with a specialist who is actually residing in your area, you are more than welcome to discuss this with your provider.
Our services main goal is to develop the strong patient-provider rapport in a safe and convenient virtual setting.
With this digital conversation you may judge the ability of your provider in taking your care to the next level (if needed).

 

Where will you store confidential patient data?

The Company will not inquire, procure, collect, compile nor distribute private patient health data throughout the entirety of the interaction on the Company digital assets (website, chatbox, email, social media pages).

All information provided by the Patient will be directly communicated with their preferred provider only during the scheduled Zoom session (whereby a post-session recorded link will be provided to either party).

Oral history generated as part of standard patient health interviews will be assessed, inquired and analysed by their preferred provider only.

Any other form of patient health data such as previous medical records/reports/prescription labels etc may be communicated via oral transcripts by the patient,  displayed from the Patient’s camera or be uploaded into the document upload function in the Zoom app.

The Provider may view the shared data either by direct preview (if possible) or may be downloaded temporarily for better viewing. After the session is completed, the Provider is instructed to discard/erase any digital information communicated by the patient using the Zoom chat function.

If the scanned data is corrupted, of low quality or the Provider is unable to assess the details properly, the Patient is  obligated to either cease further data sharing or provide  a better quality scan if they choose to (in the same session or at a follow up scheduled appointment).

The Patient party is discouraged from sharing any personal data of any form via email to the Company or Provider in any form, prior to, during or after a session.

Is the doctor taking down any notes?

We ensure that we do not record the private conversation in our system in any way, there is no method for us to ‘peek’ at your prior conversations. And of course we do not require you to divulge personal health data even during booking.
Our providers are not instructed to take any digital notes and submit them to any party.
Whether or not our provider chooses to utilise a draft template of any clinical notes is up to their discretion, if this act will enhance their ability to analyse the information gathered during the session.
A recording of the encrypted Zoom session will be made available to the patient and provider via their respective email only, if such a request is made to the Provider to allow a recording to take place as the session is starting (the Provider may choose not to as per their discretion).
A Provider may make handwritten notes to help in the decision making process or as. away to remind them of key phrases the patient has communicated during a prior session. The Provider is recommended to safeguard this personal notebook in a safe secure location to maintain the anonymity of the session.

 

Will the Telemedicine Provider give me any reports or paperwork?

All VIOS Telemedicine Providers are Independent Contractors who provide their clinical expertise as consultants for your unique health needs.

The Providers are not obliged to create, maintain nor submit any official documents to any party after their scheduled session is completed satisfactorily.

If you, as a patient, would like the Provider to orally summarise or conclude the information that was discussed, you may ask the provider to do so before the session time is complete (within the 30min mark).

As mentioned before, if you would like a scanned copy of any handwritten notes the Provider may have taken during your interaction, you may politely ask them to take a picture of the notes (pertaining to your discussion only) and upload via the Zoom chat box.

If the scheduled time is about to conclude, and the Provider does not have enough time to take a picture of the notes and then forward it to you, you must book a follow up session at a convenient time in order to receive the scanned notes.

Alternatively, the provider may email their second opinion/consult review to ViOS, Inc. via our official email – [email protected], and. we will forward to the requesting patient party in due time.

What kind of doctor do I need?

Navigating the healthcare system can be quite challenging. Especially for patients with chronic illnesses.
Each specialist is well versed in particular specialities related to certain diseases.
Our network hosts professionals who can help patients suffering from the most commonly occurring diseases in the world:
Internal medicine
Neurology
Pediatrics
Obstetrics & Gynecology
Psychiatry
Dermatology
Cardiology
Physiotherapy
Immunology
Diabetes Care
Family Medicine
You can always ask your local healthcare professional who can advise you on what type of specialist may assist you from our platform.

 

I am not able to find a particular specialist

We apologise for your inconvenience, it is unfortunate that the provider you had been looking for is currently unavailable.
In our enterprise, we allow our distinguished professionals the freedom and autonomy to be online and available at their discretion, whenever they wish.
Perhaps due to this, the provider may not be free to login to our platform.
We hope that the next time you use the platform, you will be able to connect with the provider you had been interested in, or someone of similar calibre.

How can I make an appointment with a chosen specialist?

Currently our platform allows for ‘on-demand’ connections with patients and providers.
When you select a specialist grid (eg. Pediatrics) you may see a list of available providers who are experts in that field. They have created their own availability time slots using the calendar widget beside their profile image. Just select the appropriate time slot (dont worry they are all based on your time zones) complete the fees payment in the widget and then you will receive a confirmation notification in the website, email and also sms if you wish.
Just click the zoom link provided (via email or sms) at the time of the appointment and you may begin the session.
Download this inforgraphic manual to see how it is to make a telemedicine specialist booking with VIOS

 

Can I use your services in an emergency?

Our remote digital consultation is designed for non-emergency conditions.
If you feel that your health status is in crisis, we recommend that you seek assistance from your closest emergency medical services.

 

I already have a primary care doctor, do I still need your tertiary level services?

Absolutely.
Complex issues often require communication with many different types of experts.
It is possible that you may have a better understanding of your health needs and make better choices.

 

There is some difference in the advice my provider told me and what your providers have mentioned, what should I do?

It is understandable that messages between experts can be interpreted in many ways. The access to online information can also contain mixed messages too.
Even professionals have a challenging time keeping up with the latest data and practices, offline and online.
What we can advise is to collect as much information as you can from whomever is providing it, and try to judge which of the health advice is of the greatest benefit to you in leading a good life.

Will my child be able to use your services?

Digital communications are a sensitive matter for everyone, that is why we strongly insist that if anyone under 18yrs old requires a video session with our network, an adult caregiver initiates the interaction, makes the payments and is available during the entire session.
This situation is relevant for cases related to pediatrics, mental health counselling and child psychiatry as you wish.

How can I get a specialist to discuss health issues about my child?

Select Pediatrics (or Child Specialist) from the search grid
Have a look at which doctor is currently available in the calendar
Select their time slots for booking
Pay online
Enter your valid payment form detailsWait for a few seconds for the request to be approved
In a few moments you will receive an email confirmation of the scheduled appointment
And that’s it….your video conversation is secured and private for as long as you need. It may help if your child is present beside you if possible.
Click here to view the how-to manual to virtual visits 

What can I discuss with a Pediatrician online?

There are several pediatric conditions/topics that can be discussed in virtual pediatric consults such as :

-Allergies

-Obesity

-Speech concerns

-Growth and development concerns. Please have an up-to- date weight and height for your child prior to the session

-Feeding and Nutrition questions. Please have an up-to-date weight and height for your child prior to the session

-Questions about Infectious diseases

-Breastfeeding

-Childhood Vaccines

-Mild acne

-Eczema

-Questions relating to long term asthma management, causes of acute exacerbations, and its triggers in stable patients

-Behavior concerns

The audio/video was not clear on my device

Apologies for this suboptimal experience.
Sometimes there may be a disturbance in the internet connectivity affecting your device or of the provider.
We recommend using trusted wifi connections for better video quality.
Just in case, we will look into that matter if you let us know by email – [email protected] and we can see if we can fix the situation on our side.

 

Do I need to use the Zoom app on my phone, or desktop?

The Zoom app is available on multiple formats (App Store, Google Playstore and Desktop versions)

For a comfortable experience for both Patients and Providers, it is best to experience the session on the desktop so that either party can stabilise the live video, have a larger screen to view each other and any documents and will not have to worry about device batteries running out during a session. 

I lost the scheduled Zoom link

The private Zoom link for your scheduled session is sent to you by the email address you have used in the scheduling portal. An SMS may also be sent to you with the same link.

If you are not able to locate the email, perhaps have a look at your SPAM folder.

If you have accidently deleted the email, you may be able to find it in the deleted messages section in your inbox.

On the day of your scheduled event and few minutes beforehand, you will receive a reminder email and SMS with the same Zoom link.

I have hearing difficulties, how can I understand what the Doctor is saying?

Zoom has a built in closed captioning function which can be activated in certain formats, ie. desktop and app versions so that you can read what is being said.

 

How long is the telemedicine session?

Here at ViOS, we want to give you 30-40 minutes of uninterrupted quality video session with your chosen provider.
If you would like a followup session, a supplementary calendar link may be provided in the email invoice or you may return to the Provider Search page and select the same provider again.

 

Can another person join the session that I have booked?

To allow the provider to give you undivided attention to your health needs, it may not be a recommeneded to share your scheduled Zoom link with another person.

However, as you the informed patient, have selected and purchased the booking at your own discretion, you may decide what is the best way to experience the virtual session – even if you think that means allowing a third party (eg. an adult care-giver from another location) to participate in the private session.

Such an action may alter the doctor-patient relationship, therefore altering the privacy status of the virtual care session.

If you wish to proceed in inviting a third party on your behalf, it is recommeneded to communicate this to the provider as soon as the scheduled event is initiated, so as to clarify your direct decision in doing so.

How can I contact VIOS?

We are always eager to hear from our customers.
Send us an email at [email protected] and our CEO will try to reply to you as soon as possible.

My English is not that good, will I be able to communicate with the VIOS Provider?

In case the provider is not fluent in your preferred language, you may choose to have another person to act as an interpreter on your behalf. Please bear in mind that you (the patient) will have to take responsibility for any private information or content that may be shared and translated at your behest)
If the Patient chooses to keep another party present as a translator, both must reside in the same originating location and be visible in the zoom window while the Provider is interacting.

Is your service accessible from my country?

Our global values in enhancing access to professional help means that we are trying our best to incorporate our services to as many countries as possible.
We are motivated to bring specialists from most countries to help connect them to people anywhere and anytime.

I don't have wifi, can I use 3G?

Most online processes can still be functional on a strong 3G signal, however optimal experiences may occur if you use the Zoom app while connected to a trusted wifi signal.

How can I pay?

The professional fees can be purchased by our secured digital payment supported by Stripe.
We accept Visa and Mastercard debit/credit cards available globally.

How do I cancel an appointment?

You may cancel your scheduled appointment by the links in the appointment confirmation email.
You may send an additional cancellation and refund request to [email protected]
Please note: Such cancellations will be permitted before 72hours of your scheduled appointment, if you would like to consider for a refund

What is your cancellation policy?

After an online appointment has been booked and paid, the patient may cancel the scheduled booking atleast 72hours in advance. An 80% refund will be processed within 7-12 days afterwards.
Any cancellation within 72hours of the scheduled appointment or no-show (patient does not appear for the session beyond 20min of scheduled timing) they will not be eligible for any refund
If a booking has been made within 72hrs (eg. next day appointments) cancellatons are allowed by the patient, but no refunds will be processed.

Can I postpone my appointment?

Your booking can be changed by clicking on the postpone option in your email confirmation sent by Calendly. You may select an alternative time that also coincides with the availbaility of your chosen Specialist.
You may postpone your session approximately 10-14 days into the future date depending on the Provider’s availability displayed on their scheduling page.
If no such option is available due to lack of vacancy, the date will not be postponed as requested. You may proceed to cancel the appointment (if within 72hours you may receive a refund) and select a more suitable time at a later date.

How will you deal with 'no-shows'?

A ‘no-show’ occurs when the patient does not appear for their scheduled appointment at the alloted time-slot. No-shows are a significant burden for private practice as it causes disturbances for the provider who has to manage their personal schedules to accommodate international patients.
If a patient is late to appear for their booked Zoom session within 20min, the provider who may be logged in, may choose to either remain logged in to await for any late entries, or is fully in their professional right to leave the empty meeting room. No refunds will be provided in this case.
If the provider has failed to appear for the booking within 10min of the scheduled appointment, the patient may file an incident report via [email protected]
VIOS Admin will comunicate this agrievance to the aforementioned provider.
If the provider has not appeared at all at the scheduled appointment, you may file a complaint at [email protected] with the meeting details. A full card refund will be processed within 7-12 days. 

I have a complaint

If you would like to raise an issue, just send us an email at [email protected] and briefly describe the issue.

As per our policy, we will assess each complaint and process them accordingly.

What should I do in a hostile virtual setting?

At VIOS, we strive to provide a calm and intimate virtual setting between patients and their preferred providers. In the rare occurence, a negative or hostile experience may be perceived by either party.
Best method to de-escalate the situation is to end the scheduled meeting, file a complaint/incident report to [email protected]
The VIOS Management will assess your issues with great care. We will strive to arbitrate and reach a mutually understandable outcome between the grieved parties.

What is your policy on removing certain services or service providers?

At ViOS, Inc we take customer satisfaction and quality services very seriously. We pride ourselves on being adamant about providing high quality care services based on the needs of our high value stakeholders.

After diligent review, if a particular service is deemed not to align with our professional ideals, we will consider removing any further contractual obligations with the entity.

This policy extends to the network of independent contractors who are not providing the expected quality services under agreement or their services are no longer required by the company stakeholders.

After a professional review, pending dues will be compensated and their agreement shall be officially nullified. With appropriate documentation of ceased agreements.

Where can I get an invoice?

After every completed video session, we will send you an electronic invoice to the email you had used for the registration.

How can I get a followup appointment?

You may repeat the process by selecting the provider through the speciality grid, or you may click on the followup link sent to you by email

How can I report an error/bug?

You may notify us  of any issue by sending an email to [email protected] and briefly describe the error you had experienced.
Rest assured we take quality very seriously, and your feedback will be forwarded to the tech team promptly.

I don't agree with the advice, do I have to follow the providers' recommendations?

You are in control of your life choices.
Therefore it is not mandatory to follow any instruction if you do not wish to.
We do not believe in enforcing health changes if you are not ready.
Give it some time, try to do your own research and maybe reach out to a different provider who may be available on the platform.

Do you have any promo/discounts?

At the time of this content being published, we have exhausted our limited supply of promo codes.
Stay tuned for any developments, we may release some more promos in the future.
You might get lucky!

Can my whole family use your services?

Actually yes!

You do not have to open a separate profile on separate mobile devices. With a single profile you can use our platform to connect with whichever specialist you require for any of your family members.

Each providers’ professional fee may differ.

I am using a medical wearable (eg. FitBit) should I use that readings during my session?

Currently we have not partnered with any medical IoT provider therefore any information generated by such devices, and communicated with our providers is the sole responsibility of the wearer.
To provide accurate biomarker readings eg. blood pressure, pulse and others we recommend that you are physically examined by an appropriately trained professional.

I don't feel any better after using your services

I know the feeling.
Sometimes you feel things are not changing fast enough.
Chronic illnesses are very slow and silent, the symptoms have taken a long time before you started to feel bad.
Similarly as your health becomes better or atleast under control, the feeling of getting better will take a long time too.
  • Just hang in there
  • Follow the advice
  • Try out different doctors if you need to
  • Take responsibility for your health
As long as you are motivated to lead a healthy life, the changes will follow 🙂

What kind of liability coverage do you have for the VIOS Providers?

ViOS, Inc medical malpractice liability coverage is provided by the Beazley Group | Lloyds Underwriters
Any activity that occurs within the official platform of digital assets owned and operated by ViOS, Inc – website (www.viosapp.com) and official email communication via [email protected] are under coverage for:
-General Liability
-Profesional Liability
-Errors & Ommissions
-Cybersecurity
Our maximum coverage is within $1,000000 per claim with an aggregate of $3,000000 for 2021.
We have an additional blanket coverage to indemnify our independent contractors (provided they possess an additional coverage in their country of practice)

How can telemedicine providers analyse diagnostic and laboratory reports?

If the provider requests for such information or if the patient voluntarily aggrees to discuss such reports, they may be uploaded via the chat box function in the Zoom app (on the patient side), a link to a third party data storage provider (eg. Dropbox, Google Drive) may be shared or the patient may simply display the report with screen share during the video session

How can telemedicine providers refer for diagnostic or laboratory tests?

The VIOS Provider may suggest that you go for a particular diagnostic or laboratory test, to enhance the differential diagnosis or the second opinion thay may have for your condition.

That suggestion may be communicated with the patient during the session or in the zoom chat box.

The patient may voluntarily undergo those tests at their originating site for a later followup, at their discretion

What if a patient experiences an adverse event during a virtual session, what should a Telemedicine Provider do?

Due to the logistic nature of Telemedicine, and especially since most of the sessions originate overseas, there is nothing practical that can be done in such a situation.

1) If possible the provider may communicate to the patient to immediately shut down the sessions (by closing the zoom window), and instruct the affected person to seek urgent help near them

2) The Provider should shut down the session by leaving the zoom meeting 

3) Note down the approximate date and time of the adverse event and communicate the details and nature of the event to ViOS, Inc via [email protected] – for the sake of appropriate documentation

4) Automatically both parties will receive the recorded meeting (up until the end of the meeting) via a recorded video link. It is advisable for the provider to keep the email in their inbox till further requirement if the need arises.

What if a patient experiences an adverse event after a virtual session, is the Telemedicine Provider responsible in any way?

Due to the logistic nature of Telemedicine, and especially since most of the sessions originate overseas, there is nothing practical that can be done in such a situation.

The Patient has been clearly communicated the nature and practicalities of the VIOS Platform via official content, social media messages and multiple points of engagement of official dosclaimer policies prior to initiating an online booking appointment with the provider.

Either partiers are not responsible nor obligated to pursue any communications, actions nor legal responsibilities in any form upon completion of each and every virtual session.

The Provider is instructed to provide only consulting, counselling and second opinions (eg. differential diagnosis) in an educational format to the Patient party.

The Patient is not obligated to follow through with any advice communicated during a scheduled session in entirety, or partially as they choose not to. Actions taken or not taken by the Patient is solely done voluntarily and through no culpability of any other third party – Providers, ViOS, Inc or any affiliated partners.

What arrangements will be made for Telemedicine Licenses?

Due to the absence of confidential patient data storage, physical examinations, interventions and prescription processes, there is leniency in requirements for the communication-based education-focused interactions that are specific to the VIOS Platform.

However, a valid medical license in addition to the appropriate postgraduate training, is a prerequisite to assess the superior clinical expertise and skills capacity that is part of the Provider Network

Providers who have specific license-based regulations may not be permitted to provide services to certain populations – to preserve their liability coverage.

We are in close communications with various regulatory bodies and industry experts, to change our policies in response to any changes in legislations at home and abroad.

Should Telemedicine Providers get their own medical malpractice coverage?

It is recommended that every healthcare professional who wishes to pursue a career or a supplemental service in Telemedicine, be educated about the diverse regulations and licensing stipulations of their practicing state or country of residence.

ViOS, Inc and its assets are covered by corporate insurance coverage pertaining to activities and transactions that occur within our platform i.e. interactions within our website, social media pages, email and/or scheduled appointments with the founding team.

We provide a an additional blanket coverage to our independent contractors under the same indemnity clause (provided they too possess a liability coverage from their country of practice or have undergone a comprehensive background check process).

Any and all transactions that occur on third-party platforms in any form may fall under separate jurisdictions that are independent from the aforementioned coverage.

The Provider is free to choose any supplemental professional coverage that they feel will confer an additional layer of professional security, separate and/or complimentary to existing coverage within our platform.

It is recommended that appropriate professionals with the legal expertise be contacted for counsel prior to any decision on the part of the applicant.

For US and UK licensed physicians, you may contact us at [email protected] to receive a referral to our trusted brokerage firms who may be able to provide the appropriate coverage to meet your needs

 

Certificate of Digital Health Insurance from the Beazley Group

Are there any fixed shifts?

The Provider Network are purely on an independant contractor basis arrangement with the VIOS Platform. Therefore we do not impose on a strict availability schedule. Our providers are free to come and go and set up their own virtual clinic timigs as per their choice.

What tools do I need to be a VIOS Telemedicine Provider?

The remote provider should ideally have the following hardware and software tools for a comfortable virtual care experience:

 

Smartphone device that has a functioning camera, microphone, latest updates, ability to get push notifications from apps (eg. email) and be able to download the Zoom app

 

A desk and chair situated in a quiet, well-lit (preferable facing a window) private area of your residence

 

A laptop/PC can be used as well which has a good quality webcam, microphone, wifi connection and necessary security updates.

 

Earphones or Airpods may be used to enhance the audio signal

 

Adequate front facing lighting from a desk lamp or facing a window during daylight may suffice

 

The Provider may wear a labcoat during a session to impart a sense of professionalism

 

A pen and notepad may be useful to make some handwritten notes, if the provider chooses, to help conceptualise the data communicated by the patient

 

Additional tips may be found in our blog post here:

16 Recommended Tips to Providing Expert Telemedicine Consultations

Will there be any contractual conflict with my hospital employer if I become a part-time telemedicine provider?

VIOS Providers are given virtual tasks (consults, counselling, second opinions) as independent contractors i.e. no formal employee contracts, only an agreement will be communicated between ViOS, Inc and the independent contractor, which has no fixed duration of professional relationship. Due to this consultive approach, the obligations that may be present on the applicant from third parties is of no conflict to the tasks mentioned above.

Healthcare professionals who would like to apply for our open positions are doing so under their own volition. Any conflict which may or may not exist as per the individual perception of the applicant is subject to their own responsibilities to proceed.

Can an overseas clinic use VIOS to seek second opinion consults for their patients, on their behalf?

The VIOS Clinic and the Provider network is designed for a direct-to-patient model. Any interaction involving a third-party between ViOS, Inc and the appropriate patient party is highly discouraged.

The Company provacy policy and best use guidelines do not approve for a business entity to interact on the patient’s behalf, unless a clear communication and documentation of the aftore-mentioned interaction is completed and forwarded to the chosen provider via an clearly expressed intent in the comments section of their Calendly scheduler.

Final decision to proceed with this scheduled interaction is on the choice of the independently contracted provider. If the Provider chooses not to proceed then the interaction shall be cancelled – without any refund.

If the Provider chooses to proceed with the scheduled event, the business entity must ensure that the Zoom session is adequately secured from the Patient’s side, any third party party present and/or visible during the session i.e. primary porivder/translator understands that this is a breach of usual patient privacy – and expressed and documented waivers have been signed accordingly.

The third party business entity must also ensure that the Zoom session recording is only sent to the patient’s (or adult caregivers) personal email address. No recording is permitted to be stored on the entities email address or any other data storage solution.

Any final consultation fee billed to the Patient as a service for providing the remote second opinion consult with a VIOS Provider will not be the responsibility of ViOS, Inc. or the Provider.

How do VIOS Providers get paid for a Telemedicine session?

At VIOS we believe in gainful reimbursement and payment parity ie. the ability to earn a sustainable income based on the market value of their specialised skills.

All of our Providers will be reimbursed at rates above most market standards, to ensure the highest quality for their valuable time spent with our stakeholders.

Digital payments are the primary mode of transactions between users and the platform, and the methods of fast secure payouts to the Providers.

Our Global Payment Partner, Stripe has been instrumental in providing their robust financial infrastructure. tomake the professional experience as safe and seamless as possible.

This link will clearly highlight the secure payment process that our payment partner Stripe has provided for our network

Click here

What Tax obligations does VIOS and its Providers have?

ViOS, Inc is a Delaware-registered C-Corp with specific tax obligations related to federal and state taxes according to the IRS (Internal Revenue Services) of the United States.

All VIOS Providers are independant contractors representing themselves directly or via their own legal entities (eg. S-Corp/PLLC). 

US-based Providers will be sent a W9 Request Form in order to process their Form 1099-NEC (Stripe will provide Form 1099-K to ViOS, Inc and providers respectively). As Independent Contractor, each Provider is subject to comply with individual tax obligations independently to ViOS, Inc for any and all income from the platform.

Overseas-based Providers will be given Form W8 BEN or W8 BEN-E (individual or entity respectively) in order to qualify for non-witholding of income.

Overseas providers are subject to tax obligations in their own country of residence as per their understanding and compliance.

 

Is there another way to reach out to patients outside of VIOS?

Activities that occur within our network are adequately covered by our liability coverage and providers will be reimbursed accordingly

Any transactions that occur beyond our platform is discouraged

What should I do if I am contacted on social media to provide a discounted service outside of VIOS?

It is possible for people to find your social media presence in this digtally connected world.

People may contact you via messenger apps or on social media for services outside of the regulated infrastructure of the VIOS Platform.

As an Indepenedent Contractor it is within your rights to decide on how to proceed, however one must bear in mind:

  • Such interactions are not covered by any indemnity policy
  • Providing healthcare services beyond a scheduled and consented environoment may have risks
  • VIOS does not have a Business Associate Agrement (BAA) with any third party except Stripe and Zoom, therefore either party may be exposed to third party risks

 

How will you manage Patient Data?

To maintain sustainable data privacy and ease of use. VIOS will not inquire about private health data during the provider selection process. We insist on standard history taking clinical skills of the preferred provider to extract the relevant data only during the scheduled virtual session.

The Providers are not obliged to maintain any digital records (in any form) of the scheduled sessions. Any data (either through oral history, displayed on the patient’s camera or digital scans uploaded into the Zoom chat box) provided by the Patient, is by their own volition, relevant to the context of the session and is understood to be necessary for the expert assessment by the Provider.

Providers are obligated to discard/erase any form of digital data shared by the Patient party upon conclusion of the session.

Some Providers may take down handwritten notes to conceptualise the full patient history if they choose to. The contents of the notes may be discarded after the session.

What kind of Contract do Telemedicine Providers have?

The entire VIOS Provider network is on an independant contractor agreement, to allow for greater career autonomy.

This means that each and every approved provider is free to set their duty timings as they wish, and also to come and go as they please.

For more information about the official Provider Agreement with ViOS, Inc, click here

Can Telemedicine Providers still practice with VIOS if they move?

The validity of the Providers’ skills and capacity will not be affected by a change of address or geography.

The provider is instructed to alter their availability and timezones in the Calendly account accordingly

For select situations, terms and conditions may apply

During an active meeting, I faced some technical difficulties for sometime, is there a way to continue the remainder of the session?

If you face some technical issues which causes the audio-video aspects to become suboptimal (eg. screen becomes blurry, audio is unclear or the app crashes), as long as you are able to log back in and either the patient or provider is still in the room, you may still be able to continue the remainder of the session.

 

You will still have a valid zoom meeting link in your email, for thet scheduled time period.

 

If your technical difficulties persist for much longer, or if the other party member is no longer present. You may submit an ‘incident report’ to [email protected] with some details of your suboptimal experience. For patients, we may be able to provide a partial refund so that you may be able to book another session to complete the consult.

Can the booked session be changed?

Absolutely, both parties may be able to change the scheduled timing based on their individual availability by selecting the appropriate links in the email confirmation message.

Can I get an online prescription refill with VIOS?

That request will not be officially approved within the VIOS Network. Due to differences in prescription medications, dosage, names, costs and other challenges, we do not allow for any discussions or obligations related to patient prescription changes, refills or other alterations without confirmation from the patients’ primary provider from their locality.

Where is the viosapp? What apps do I need?

Our virtual services do not require our own software aplications to avail the access to the provider network.

Both parties are required to have updated Zoom apps in their respective devices for optimal virtual experiences.

 

If you do not have Zoom downloaded or registered, you may do so from this link 

I live outside the USA? Can I still use VIOS?

The VIOS Platform is a global access digital solution, for easy access to any user with adequate technical literacy, stable IT infrastructure and appropriate personal mobile device, regardless of location of either party.

Non-US residents may avail VIOS Provider services as an expatriate in their current locality.  

Residents outside the US are welcome to choose their Provider based on current terms and conditions

How to Start a Telehealth Practice?

If you are a doctor or medical personnel and looking forward to starting your career as a telehealth service provider, you must focus on some significant aspects.

 

Set A Goal: You must set a goal before you start a telehealth service. You have to come up with a proper plan regarding how you will provide the service?

 

Choose an Option: Voice conversation is good, but video chat is a much better option. It would be an ideal decision if you can provide telemedicine service through a video call. There are so many options, such as Skype, Zoom, and others.

 

Make a Plan and Strategies: A proper plan and strategy are the keystone of anything, no matter what you do, and telehealth service has no difference. Prepare a strategy that covers almost everything regarding your telemedicine service.

 

Get Help from I Team: It’s okay if you face any issue regarding IT-related management. Therefore, you must get in touch with an IT expert team or even a person.

 

Enlighten Yourself and Your Patients: Virtual healthcare is booming worldwide—this one of the fastest spreading online doctor jobs in 2021. So, do some research about telemedicine services provided by others and learn from them. Focus on their failure, success, and make your way. Teach your patients about telehealth care and make them realise that virtual healthcare service is reliable and comes in handy.

I am a healthcare specialist, how can I start my own Telemedicine Virtual Practice?

We are glad to give you this amazing opportunity to join us. Starting a telehealth practice in our platform will not even cost you a dime!

 

All you have to do is to apply in our job portal and we can assess if we can be of value to each other

 

Good luck!

How will I know I have submitted all the documents for the VIOS Provider application?

Download this PDF of the Provider Checklist to make sure all of your documents and preparations are in order

Provider Checklist

How do I set my virtual clinic duty timings?

Our online scheduling partner – Calendly is an awesome software product that will allow you to easily select which days and timings that you would like to be availbale for online booking.

Best thing about Calendly is that it syncs with your Google Calendar so that your preferred duting timings will not conflict or overlap with any prior engagements you may have.

 

Would you like to know more? Click here

As a VIOS Provider, how do I do I open a Stripe account?

Stripe is a superb user-friendly digital payment gateway that helps professionals collect their consultation fees, process payments from VISA or Mastercards and allow for fast payouts in most international banks.

Stripe is the offical payment processing partner for VIOS, so it is important for our providers to open a Stripe account in order to receive digital payments from anywhere and anytime.

Just click here to view the easy step-by-step guide to creating your own Strip account

Do you have a question about VIOS?

Send us your query and we will get back to you