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​Policies and Procedures

At Docs Hotline Telehealth Urgent Care, we are committed to providing high-quality, secure, and patient-centered care. Below are our key policies and procedures to ensure a safe and seamless experience for all patients:​

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1. Nature of Services

Docs Hotline provides telehealth medical consultations conducted by phone (audio-only). Visits are designed to address non-emergency medical concerns. Services are available only to patients physically located in the state of Florida at the time of the visit.

Docs Hotline does not provide emergency medical care.
If you are experiencing a medical emergency, call 911 or go to the nearest emergency room.

2. Providers

Medical services through Docs Hotline may be provided by:

  • A licensed Physician (MD/DO), or

  • A licensed Physician Assistant (PA) practicing under the supervision of a licensed physician, in accordance with Florida law.

The name and credentials of your treating provider will be documented in your medical record.

3. Audio-Only Telehealth

All visits are conducted as audio-only phone consultations. No video is required or provided.

By booking a visit, you acknowledge and understand:

  • The visit will be conducted by phone only

  • There are limitations to telehealth, including the inability to perform a physical exam

  • Certain conditions may require in-person evaluation

If the provider determines that your condition cannot be safely managed via telehealth, you may be advised to seek in-person care.

4. Consent to Treatment

By booking a visit with Docs Hotline, you voluntarily consent to:

  • Receiving medical evaluation and treatment via telehealth

  • An audio-only consultation

  • Care provided by a licensed clinician, which may include a Physician Assistant under physician supervision

Verbal consent will also be obtained and documented at the time of your visit.

5. Identity & Location Verification

For patient safety and legal compliance, your identity will be verified at the start of the visit. You may be asked to confirm:

  • Full name

  • Date of birth

  • Current physical location

  • Contact phone number

You must be physically located in Florida at the time of the visit. Visits cannot be conducted if you are outside Florida.

6. Prescriptions

If medically appropriate, prescriptions may be sent electronically to a pharmacy of your choice within Florida.

Docs Hotline:

  • Does not guarantee prescriptions

  • Does not prescribe controlled substances

  • May decline to prescribe if clinically inappropriate or unsafe

7. Payment & Fees

  • All visits are self-pay

  • The visit fee is clearly disclosed prior to booking

  • Payment is required before the visit begins

Fees cover the medical consultation only and do not include pharmacy costs, laboratory tests, or imaging.

8. Refund Policy

If a provider determines that your concern is not appropriate for telehealth, or if care cannot be provided, you may be eligible for a refund at the discretion of Docs Hotline.

No refunds are provided for completed visits where medical advice was delivered.

9. No Insurance Billing

Docs Hotline does not bill insurance plans, Medicare, or Medicaid. Patients may request a receipt or documentation for personal records.

10. Privacy & Confidentiality

Docs Hotline complies with applicable privacy laws, including HIPAA. All patient information shared during your visit is kept confidential and securely documented.

11. Limitations of Care

Docs Hotline does not replace:

  • Primary care

  • In-person urgent care

  • Emergency services

You are encouraged to maintain an ongoing relationship with a primary care provider.

12. Acknowledgment

By booking a visit with Docs Hotline, you acknowledge that you have read, understood, and agreed to these policies.

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Contact Information

If you have any questions about our policies or procedures, please feel free to contact us at:

At Docs Hotline, your health and privacy are our top priorities. We strive to provide affordable, convenient, and secure telehealth services to meet your healthcare needs.

Privacy Policy for Docs Hotline Telehealth Urgent Care

Effective Date: 12/10/2024

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At Docs Hotline Telehealth Urgent Care, we are committed to protecting your privacy and ensuring the security of your personal health information (PHI). This Privacy Policy outlines how we collect, use, store, and protect your information in compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and applicable state laws. By using our website and telehealth services, you agree to the terms of this Privacy Policy.

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1. Information We Collect

We may collect the following types of information to provide you with telehealth services:

  • Personal Information: Name, date of birth, address, phone number, and email address.

  • Health Information: Medical history, symptoms, prescriptions, and other health-related details shared during your telehealth visit.

  • Payment Information: Billing details to process payments for telehealth services.

  • Technical Information: IP address, browser type, and usage data collected through cookies and analytics tools.

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2. How We Use Your Information

The information we collect is used to:

  • Provide telehealth services, including diagnosis, treatment, and follow-up care.

  • Communicate with you about appointments, prescriptions, or medical care.

  • Process payments for services rendered.

  • Maintain secure and accurate medical records.

  • Comply with legal and regulatory requirements.

We will not sell, rent, or share your information with third parties for marketing purposes without your explicit consent.

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3. How We Protect Your Information

We implement administrative, technical, and physical safeguards to protect your information, including:

  • Encryption: All communications and records are encrypted in transit and at rest.

  • HIPAA-Compliant EMR System: Your health information is stored securely in a HIPAA-compliant electronic medical record (EMR) system.

  • Access Controls: Only authorized personnel can access your information.

  • Regular Audits: Our systems are regularly monitored and tested for vulnerabilities.

Despite our efforts, no system can guarantee 100% security. We encourage you to protect your own information by using secure devices and networks when accessing our services.

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4. Your Rights

As a patient, you have the following rights regarding your information:

  • Access: You can request a copy of your medical records.

  • Amendment: You can request corrections to your medical information if you believe it is inaccurate.

  • Confidential Communication: You can specify how you prefer to receive communications (e.g., email or phone).

  • Disclosure Accounting: You can request a record of certain disclosures of your information.

  • Restrictions: You can request limitations on how your information is used or shared, though some restrictions may not be feasible in certain circumstances.

To exercise these rights, contact us at phonedocsonline@gmail.com

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5. Sharing Your Information

We may share your information only in the following circumstances:

  • With Your Consent: When you authorize us to share your information.

  • For Treatment: To coordinate care with other healthcare providers or pharmacies.

  • For Payment: To process payments or insurance claims.

  • For Healthcare Operations: To improve our services, comply with audits, or train staff.

  • As Required by Law: To comply with legal or regulatory obligations, including public health reporting.

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6. Use of Cookies and Website Analytics

Our website uses cookies and analytics tools to improve user experience and monitor site performance. These tools collect non-identifiable information, such as IP addresses and browsing activity. You can disable cookies in your browser settings if you prefer.

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7. Changes to This Privacy Policy

We reserve the right to update this Privacy Policy at any time. Any changes will be posted on this page with the updated effective date. Continued use of our services constitutes acceptance of the revised terms.

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8. Contact Us

If you have questions or concerns about this Privacy Policy or your privacy rights, please contact us:

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