Frequently Asked Questions
For Patients
- To book a doctor, for either a telephone, video or home visit appointment all you need to do is speak to a member of our team and let them know where and when you would like the appointment. You can contact our team in a number of ways, either by calling 051 4445522, by SMS/Whatsapp on +92 3405 971 934, or directly on here via the live chat box on site. If your request is outside of our staffed hours (Mon-Friday 9am-9pm), we recommend sending a text message and it will be picked up by the team at their earliest convenience.
- The prices vary for the different options of telephone, video or home visit. There is no charge to enquire about a booking, you only pay for the time you spend with the medical professional.
Telephone Appointment = 1000/ Pkr per 10 minute call
Video Appointment = 1500/ Pkr per 15 minute appointment
Home Visit Appointment = 2500/ Pkr per 30 minute visit
If you believe you require a longer appointment, let this be known when booking and we can arrange double appointments at an additional surcharge.
- We currently have two fixed offices with team members working for DoC, one is in the UK and the other is in Pakistan. In addition to the teams here we have several people working remotely, supporting DoC throughout the city of Lahore. Details of both fixed offices are below:
UK Office: Liverpool, UK – please contact: NOVA, Box Studios, Boundary Street, Liverpool, L5 9UB, UK. Tel: +44 151 3186027 for any further information.
Pakistan Office: Islamabad, PK – please contact: Seven Technology, 1st Floor, Block-B, service road north, Industrial area, secor I-9/3 Islamabad. Tel: +92 51 4445522 for any further information.
- We have several video call software options available to us at DoC to best suit your needs. During your booking you will be asked to select from a list the option which is best suited to you, there will be no additional cost for this as all options are either a free service or the cost is covered by DoC. All you require is an internet connection and a phone, laptop or computer with an integrated camera to complete the call.
- DoC advises that all doctors take with them their National Identity Card (or an alternative form of photographic identification) for each visit. Once you have confirmed a booking we will be able to tell you the name of the doctor to expect, you should ask them to provide their ID before letting them enter your home.
When your doctor arrives if you are concerned about letting them into your home, for example if the doctor has forgotten their ID or if it is damaged, please contact us as we can speak to them and confirm their identity and location before you let them into your house.
In the coming weeks, DoC will also be providing official identification badges for all of our dedicated doctors.
For Doctors
- At DoC we take the safety and security of our doctors extremely seriously, we’ve taken many steps to ensure that when completing work for DoC they are secure and protected. The details of these can be found within our DoC Lone Working Policy and the DoC Doctor’s Services Agreement/Addendum* respectively.
*this is made available to Doctors after registering, you can do that here. If you wish to read through the document before that, please contact us and we can make arrangements for this.
- As detailed in section 2.5 of the DoC Doctor’s Services Agreement/Addendum* concerning customer’s relationship with Doctors.
Customer shall have the sole responsibility for any obligations or liabilities to Doctors that arise from its relationship with its Doctors (including provision of Healthcare Services). Customer acknowledges and agrees that it exercises sole control over the Doctors and will comply with all applicable laws (including tax, social security and employment laws) governing or otherwise applicable to its relationship with its Doctors. Notwithstanding Customer’s right, if applicable, to take recourse against a Doctor, Customer acknowledges and agrees that it is at all times responsible and liable for the acts and omissions of its Doctors vis-à-vis Users and DoC, even where such liability may not be mandated under applicable law. Customer shall require each Doctor to enter into Doctor Addendum (as may be updated from time to time) and shall provide a copy of each executed Doctor Addendum to DoC. Customer acknowledges and agrees that DoC is a third party beneficiary to each Doctor Addendum, and that, upon Doctor’s execution of the Doctor Addendum (electronically or otherwise), DoC will have the irrevocable right (and will be deemed to have accepted the right unless it is rejected promptly after receipt of a copy of the executed
Doctor Addendum) to enforce the Doctor Addendum against the Doctor as third party beneficiary thereof.
*this is made available to Doctors after registering, you can do that here. If you wish to read through the document before that, please contact us and we can make arrangements for this.
- When a doctor confirms a booking they are securely provided with the details they need to complete the appointment i.e. telephone number, video conferencing details or home address. Doctors completing telephone calls should not share their direct telephone number with the patient, instead calling from a withheld number from their mobile phones. This is to prevent patients contacting them outside of DoC and requesting assistance for non-billable time.
In all circumstances, if you have any patient queries as to why this is please advise them to contact DoC on +92 51 4445522.
- We have digital marketing staff both in the UK and Pakistan who have created a strong digital presence for DoC that drives lots of relevant traffic and enquiries to our support team who complete the bookings. This involves the optimisation of our website, paid search campaigns, as well as social and display ads. We also utilise a number of offline initiatives too. Our founders have a strong network of doctors within the Lahore community who have been supporting DoC by hanging posters in their medical centres and distributing leaflets to the patients that they see.
Due to this we are seeing significant growth in both enquiries and bookings. We are currently over supply in terms of the bookings we are receiving so are currently looking to recruit further doctors in Lahore to allow us to keep up with demand.
- There is no need to take specimen samples on the home visit apart from very basic tests (eg. urine sample; we do not expect doctors to take blood tests etc) – please refer to the DoC Doctor’s Bag Requirements sheet for what supplies and equipment you should expect to take on your home visits. However, if patients do require further tests they can be referred by the visiting doctor to any local reputable laboratory.
- The quality of care we provide to both our doctors and patients is of equal importance. We are reliant on positive feedback from both sides to continue our business growth. Given the nature of the business we operate in we have formalised our position on our complaints procedure, this can be found in the DoC Doctor’s services agreement/addendum*, points 2.6 and 11.
However we want to reassure both doctors and patients that if either party feels dissatisfied with the appointment, as a first point please contact us and we will do our utmost to bring a happy resolution as quickly as possible. We are committed to providing the best quality healthcare at home, so if for any reason you don’t believe you’ve experienced this with DoC please do contact us and let us know.
*this is made available to Doctors after registering, you can do that here. If you wish to read through the document before that, please contact us and we can make arrangements for this.
- DoC strongly supports and encourages female doctors to perform healthcare services for DoC. However, DoC advises any individual doctor to make a responsible choice for their own safety with regards to visiting patients, and to consider the option of being accompanied by a chaperone. Please kindly refer to the DoC Lone Working Policy for more details.
