GENERAL

Our mission

At EShifa, our mission is to provide an accessible and affordable health service at doorstep of all populations on earth.

Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our healthcare app or other platform (“App”), Website and communication hub.”.

Any reference to “EShifa”, “our”, “us”, “SIHT” and “Company” are  references to SIHT Pvt Limited, Shifa International Hospital, Pitras Bukhari Road, H-8/4, Islamabad.

These terms include details on our complaints procedure and what is required from you to provide the Services. You will be asked to accept these terms as part of your account registration. We may update the terms from time to time, and if your rights change we will always notify you of this. If you do not agree to, or cannot comply with, these terms as amended, you should not use the App, our helpline/communication hub or Website. You will be deemed to have accepted these terms as amended if you continue to use the App or Website after any amendments are made.

Our Privacy Policy sets out how your personal information will be used by us, which can be accessed as part of the account registration process, via the App, and on our Websites.

The way we work is simple: we’re here  to serve you and strive to ensure you have the best possible experience. We hold ourselves to the highest legal and ethical standards and we value hearing from you so if you have any questions or ideas, or if you need to provide notice  to us, don’t hesitate to get in touch  with us through our communication hub by calling at 111274432

We would like to remind you that:

  • We provide health and medical services at your doorstep. Our services currently include physio/rehabilitation and home phlebotomy service in Islamabad/Rawalpindi. We are planning to expand our services to cover home pharmacy delivery, nursing and doctor consultations.
  • Our platform can provide you services requested by you or by your primary clinician at ease of your home but in no way it can replace face to face consultation, examination and advice by your doctor.
  • Our health care provider including phlebotomists, physio and nursing staff cannot diagnose, advice or provide you treatment beyond what has already been requested via our connection portal except doctors.
  • You should always talk to a qualified medical professional about any questions you may have about a medical condition. If you think you have a medical emergency, you should call your doctor or the emergency

services immediately. Any decisions you make affecting your health should always be made in consultation with a doctor, and not on the basis of our digital healthcare tools.

  • Some conditions are not suitable for remote advice and we recommend that you check our FAQs prior to use of the services which may help you in assessing their suitability in relation to your symptoms.
  • We need certain information from you in order to provide services
  • We don’t take responsibility for laws outside the Pakistan and governing access to our services. Some of our services are specifically designed for use in the Pakistan.
  • The App is not suitable for managing medical emergencies.
  • The App is not suitable for unrestricted use by persons under 16.
  • We reserve right to refuse provision of any service to any particular customer at any time. We can refund money in case of it has been paid already.
  • We can assure provision of service on time but we can’t guarantee it.
  • We have zero tolerance policy for bullying and harassment against our staff. In case of any such case we reserve right to take due legal action.
  • We don’t provide home carer. Our nursing staff are qualified nursing who can see patient for their nursing treatments but not for nursing care such as personal hygiene etc.
  • Please note that if you cancel service only one hour prior to your appointment time then Rs 200 service charges are applicable on each service you requested for.
  1. A) ABOUT US

About us and our services

We provide clinical services in patients home. Patient can request our services by ESHIFA app and by calling our helpline 111274432. These services are provided by our trained Practitioners (“Clinical Services”), and information services through  our digital healthcare tools.

Our Services include healthcare consultations, home phlebotomy, home physio/rehabilitation, home pharmacy delivery, home nursing services, digital healthcare software services and information services.

Our Clinical Services are provided using qualified medical professionals (“Practitioners”) based in the Pakistan. However, in case of doctors, we can request second opinion from doctors based abroad on patient’s  request (different charges are applicable).

  1. B) OUR SERVICES

What our services cover, and what you need to check yourself when you use our services

General

  1. 1. We provide our services using our App and communication hub. Our services include:

o Home physiotherapy

o Home phlebotomy

o Home medication delivery

o Home nursing treatments

o  Doctor consultation including online consultation, hybrid consultation and doctor visit to your home (different charges applicable).

  1. 2. the ability to ask questions of our healthcare professionals;
  1. 3. where appropriate through use of our Clinical Services, our doctors may prescribe medicines.
  1. 4. access to healthcare records we hold; and
  1. 5. access to other digital healthcare tools that provide health and lifestyle information.
  1. 6. Some medical conditions are not suitable for remote consultations via our Clinical Services, and you should always seek advice from a medical practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our Clinical Services, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received. All services are currently only provided in English and Urdu.
  1. 7. You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
  1. 8. We strongly encourage you to follow advice of your primary docto We can sometime ask you to provide original consultations notes or prescription to avail our services.
  1. 9. We provide our Clinical Services using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
  1. 10. Our doctors are registered with the Pakistan Medical Council, who have committed to provide services in accordance with clinical best practice and applicable professional standa
  1. 11. Practitioners will not prescribe medicines unless it is, in their judgement, in their patient’s best interest

Nursing:

  1. 1. Our nursing staff can only attend for specific treatment and will not be able to attend any extended personal ca
  1. 2. We don’t provide home nursing  care, only provide nursing  treatment
  1. 3. Kindly call our communication hub, check our app or website to see scope of all our service

Home Phlebotomy service:

  1. 1. Our staff are appropriately trained and qualified to provide services at home.
  1. 2. Our staff can only perform bloods requested via system and they will charge you according
  1. 3. Our staff in no capacity can advise about clinical symptoms, investigations and management
  1. 4. Our staff needs to perform tests in certain time frame to provide accurate reports so please avoid any delay in sampling and processing at your end.
  1. 5. Any decisions you make affecting your health should always be made in consultation with a doctor, and decisions should not be made on the basis of any advice by phlebotomists or any other health care provide
  1. 6. Our services should not be used in an emergen In the case of an emergency you should contact the emergency services and/or your doctor in the usual way.

Home Pharmacy service:

  1. 1. Our service includes provision of medicine at your doorstep at your reque
  1. 2. We have 2 categories of medications
  1. a. Over the counter medications: (OTC) which doesn’t need any prescription
  1. Prescription only medications: (POM) which needs prescription from a doctor.
  2. 3. For ease of patient, an image of prescription can be uploaded on the app
  1. 4. For communication hub, you can request OTC but for POM you need to send us an image of prescription by any mean.
  1. 5. This is not an urgent service and any request can take at least 24 hours to be processed or longer depending upon nature of medications and also on patient location.
  1. 6. Its patient’s responsibility to check medications and its amount at time of deliver
  1. 7. Certain medications cannot be refunded or returned. Kindly check our website and FAQ for details of such medications.
  1. 8. Patient can request monthly medications and put it on repeat reminder to get supply on time. In this case patient has to pay cost upfront or set direct deb

Home Physio Service:

  1. 1. We are proud to have fully trained and highly qualified physiotherapy team.
  1. 2. Our physio service can be availed by using app, by communication hub or can be booked during your visit to Shifa International Hospital
  1. 3. Our staff can provide advice after initial assessment and then book you for appropriate number sessions depending upon clinical assessment or patient can choose to avail certain number of sessions from app.

Doctor Consultation:

  1. a. Online consultation: This simply means via our app you can call our doctors and get advice.
  • Prices depends upon nature of query and also seniority of doctor providing advice.
  • This is particular useful tool for general advice and also for follow up consultation.
  • We operate and follow all rules and regulation of safe patient data handling and clinical care.
  • Again this service doesn’t replace face to face doctor

consultation.

  1. Hybrid consultation: This is unique model in which one of our health care providers such as nurse or physio can assess you and then discuss with doctor online for advice  in patient’s  presence.
  1. c. Home visit: In this case doctor can visit you with another team member for your assessment Kindly bear in mind it is not one of the most cost effective option so different pricing model is used for such consultation.
  1. C) WHAT WE NEED FROM YOU IN ORDER TO PROVIDE SERVICES

We can’t provide our services without certain information and other things from you

  • We can only provide the services in accordance with these terms if you provide us with the information we need in order to help you. You must be careful that:

o  any information you give to us or a Practitioner, or enter into the App is accurate and in English.

o For communication you can opt to choose between Urdu and English.

  • if you have any concerns about the information we provide you or any information in the App or the Websites, you seek further medical advice;
  • you follow any instructions you are given by Practitioners;
  • you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
  • you report any adverse or unexpected effects of treatments we recommend to us;
  • you keep any medicines we give you securely and do not allow others (especially children) to use them;
  • you tell us if any of our information about you is or becomes inaccurate or incomplete; and
  • you use our services only for yourself, unless you are helping a child further
  • We rely on an accurate record of your use of services in order to do this. Please do not therefore register more than once for our services.
  1. D) TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes and uses certain data that you provide to it in order to work

  • The App operates only on iPhone version 4S or higher running iOS 10 or higher, or Android-enabled phones running Android v4.3 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
  • We recommend that if you are using a wireless network to access the App, you avoid use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security. We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity, and protected with suitable anti-virus and anti- malware software.
  • From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the Services until you have downloaded or streamed the latest version of the App and accepted any new terms.
  1. E) REGULATION OF OUR SERVICES

Accessing our services

  • Our services are available to adults, and to children in accordance with section G.
  • If you are accessing our services from outside the Pakistan, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with Pakistani law and regulation, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.
  1. F) CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn’t use our services themselves

  • Children under 16 may have an account opened for them by a parent or legal guardian, and if the parent or legal guardian supervises the child’s use of our services at all times.
  • Young people between 16 and 18 may use our services and open their own account with us, but an adult has to agree for them to use their credit or debit card for the payment of Charges.
  • We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section F.
  1. G) MEDICINES

How medicines are prescribed to you

  • Any qualified and Pakistan Medical Council registered doctor can provide you with prescription.
  • The App may enable you to request that we send your prescription to a pharmacy near to you for you to collect during normal opening hours, or request that one of our affiliates fulfil the prescription and deliver the prescribed articles to you.
  • We will use reasonable efforts to deliver the prescription to your device or to a nearby pharmacy promptly but we are not connected with and have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, cost or availability of medicines prescribed. There are a number of factors which may impact on which pharmacy is chosen and there can be no guarantee that a pharmacy to which the prescription is delivered (if that option is chosen) will be the nearest pharmacy.
  • If, within the App, you choose to order your prescription medication for delivery to you, it will be despatched by our partner dispensing chemist. The terms of delivery are:

o  we will use reasonable endeavours to procure the processing and despatch of your prescription within 4 business days where the medication is in stock;

  • The delivery time following dispatch should typically not exceed 3 business days but please note that in relation to delivery to remote locations, or internationally, that delivery time could be longer;
  • Delivery fees are displayed within the App at the time of the order – please note that this does not include the cost of the medication;
  • Delivery will be within the timescale selected in the app where possible;
  • Medications are personal to the person for whom they are intended and therefore may not be returned and no refunds will be given for medications ordered once the order is placed;
  • Set by our partner dispensing chemists, which includes price;
  • We or our partner dispensing chemist may refuse to fulfil an order where it considers the order not to be in the best interests of the person for whom it is intended or who has ordered it or may be illegal or contrary to any regulation or guideline;
  • If no one is available to take delivery of the order when delivery is first attempted, there may be a delay in delivery, and/or the recipient may have to follow the procedures of the relevant despatch company in order to collect the order, including picking it up from a depot.
  • Our partner dispensing chemists are not part of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.
  1. H) MONITORING SERVICES

What our Monitoring service does, what you can rely on it to provide, and when you shouldn’t use it

  • The App is able to display data resulting from clinical investigation, other clinical data and other fitness and wellness related data regarding you for monitoring (“Monitoring”).
  • Monitoring services are not a medical device nor should they be used for diagnosis or treatment of any condition. It is intended as an information aid only.
  • Data may be input into the App for Monitoring:

o manually by you;

  • through third party devices or data streams which connect with the App; and
  • via data received from or inputted via other parts of the App, for example as a result of undertaking a Test, prescription or a consultation.
  • Monitoring enables the display of data only, is limited to the receipt of data from the above sources, does not provide diagnostic or other advice or recommendations, and does not provide a complete or up to date record of your health at any given time.
  • It is your responsibility to update the data stored for Monitoring and to ensure that it is current and up to date. We do not update or monitor the data in your account nor accept responsibility for ensuring that all activity through the App is logged for Monitoring.
  • Monitoring may make use of data feeds from third party providers which you provide access to. You acknowledge and agree that available data feeds may vary from time to time, that we make no guarantee that any particular data feed will be available or available at a particular time, and that data feeds may require your authorisation in order to be accessible to you via the App.
  • Monitoring may display certain information relating to you derived from data stored for you (for example, body mass index) and recognised guidelines. You should note however that any such display or information provided is based on generic data and assumptions, and is not designed to be and may not be used for personalised advice. It should therefore be treated as a general guide and is not a substitute for personal medical advice or diagnosis. It will in addition be based on a number of assumptions that may or may not be accurate or applicable to you. No responsibility is taken for any action or omission that you may take based on in connection with or in reliance upon any information shown in Monitoring.
  1. I) OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 10 minute durations (with general practitioners and nurses)
  • Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards Practitioners.
  • Our services are designed to be accessed remotely by any of our customers.

Currently our services are suitable only for Urdu and English speaking customers. However, we try to cater as many languages spoken in Pakistan but we can’t guarantee provision of service in any other language except English and Urdu.

  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
  • While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.
  1. J) ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access

  • Our services are accessed remotely using the internet, data networks and devices which can access the internet  (“Infrastructure”) and operate the App and our Websites. We make the App and our Websites available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
  • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
  • When you use the App, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App as is necessary to deliver the services to you.
  • We operate anti-virus and malicious software prevention measures on the Websites and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Websites to virus or malicious software contamination.
  • You must not attempt to gain unauthorised access to the services, App or Websites. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.
  1. K) CHANGES TO THESE TERMS

What happens if we change these terms

We may need to change these terms sometimes, for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges. If we make a change to these terms that affects your rights or obligations, we will notify you.

  1. L) HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

We use your personal information in accordance with our Privacy Policy. Please take the time to read it as it includes important details about how we secure and process your data.

  1. M) CONSULTATION RECORDINGS

We record consultations and this explains why

  • We record your consultations with us. Details of how we protect and use such recordings are set out in our Privacy Policy.
  • You may view consultation recordings from within the App, for so long as we retain a copy of the same on our secure servers, for your own private purposes (and may show them to any other medical practitioner who is supporting your care).
  • Consultation recordings should not be published on social media or any other media sharing platforms.
  1. N) LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services – this section explains why

  • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
  • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).
  1. O) PRICE AND PAYMENT

How we calculate the price you pay us for our services and how you pay us

  • You can pay for our services by using multiple methods
  1. a. Cash on delivery
  2. Credit card online
  1. c. Easy paisa
  2. Jazz cash
  • You are responsible for paying the price for our services (“Charges”). Charges exclude VAT, where applicable, unless otherwise stated.
  • We will usually charge or invoice you for services at the time you order them. Any amounts charged or invoiced are due and payable upon our invoice being issued unless otherwise specified in these terms or the App.
  • You can pay for services using a credit or debit card.
  1. P) OUR LIABILITY TO YOU

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn’t comply with these terms. However, we don’t compensate you for all losses. This section is important as it explains those things.

  • If we break any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking of these terms.
  • We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these terms. Nor will we be liable for indirect, incidental, special or consequential damages.
  • Other than our Clinical Services, our software and services are provided on an ‘as is’ basis without a warranty  of any kind being provided  by us.
  • We are responsible for compensating you for personal injury or death caused by our negligence or that of our Practitioners or employees, and for defective products where we are legally responsible for their supply. Subject to doing this, and subject to applicable law, we will not be liable to you for an amount greater than the fees paid to us by you.
  • If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election).
  • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these terms.
  • We supply the services for private personal use and we are not responsible for any losses you suffer arising out of the use of the services which are business losses.
  • We design our services, the App and the Websites to keep your personal health data secure and it is important that you follow the usage instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorised access to your data where it results from you not following these instructions and advice.
  1. Q) OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Websites and services

  • We own copyright and other intellectual property rights in the App, Websites, our services and their content .
  • You are permitted to use ESHIFA in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing ESHIFA IPR to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of ESHIFA IPR. You must not remove or obscure any notices regarding ESHIFA IPR.
  • The ESHIFA mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.
  1. R) LICENCE AND APP USE

You are allowed to use the App but not copy it or distribute it

  • We grant you a limited licence to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This licence does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
  • The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or licence granted by the Company.
  • You may not use any logo or other proprietary graphic or trademark of ours, our

Partners or affiliates without our express written permission.

  • The App or any Service may contain links to other independent third party websites (“Third party Sites”). Third party Sites are not under  our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgement regarding your interaction with any Third party Sites, including the purchase and use of any products or services accessible through them.
  • If any open-source software is included in the App, the terms of an open-source licence may override some of the terms set out in this section.
  • You acknowledge and agree that ESHIFA’s provision of the necessary platform infrastructure and end user data storage for the Services will be through Amazon Web Services (“AWS”). Notwithstanding anything to the contrary in these terms, to the extent that the Services include services provided by Amazon, ESHIFA shall pass-through the commitments from Amazon with respect to using AWS for the Services, and ESHIFA’s sole obligation with respect to the use of AWS with the relevant Services is to enforce its rights against Amazon on behalf of itself and you. ESHIFA is not liable to you if ESHIFA is unable to obtain remedies from Amazon.
  1. S) CANCELLATION
  1. 1. You may de-register from ESHIFA at any time.
  2. 2. We may also charge you for any products you have purchased from us within the Cancellation Period.
  1. 5. You may end your agreement with us:
  • if the services are unavailable for reasons outside our control or for technical reasons
  • if you do not agree with a material change we propose to make or
  • if we have failed to fix or re-perform services not provided to the standards set out in section B.
  1. T) COMPLAINTS AND DISPUTES

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

  • You can always give us feedback on our services by calling or emailing us via

the details provided  in the ‘About’ section above.

  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • If you wish to make a formal complaint about our services, you should do so as soon as possible by calling or emailing us via the details provided  in the ‘About’ section above. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
  • Our Practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required to do so by the professional rules that apply to our Practitioners and to our services, and following our complaints procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • If we have not resolved a disagreement about these terms, or a complaint about our services, either of us can refer the dispute to mediation in accordance with
  • U) OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

  • If there is any proposed transfer of our rights and obligations under these terms, we will always notify you in writing and this will not affect your rights under these terms.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
  • The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement (although a parent or guardian may enforce their agreement on behalf of a person under 18 whose use of our services is allowed under section F.