1. Purpose

This Code of Conduct outlines the professional, ethical, and operational expectations for Medical Practitioners (MP) providing telehealth consultations via HotDoc’s Telehealth on Demand service. It ensures high standards of patient care, regulatory compliance, and professional integrity in line with RACGP guidelines, industry best practices, and HotDoc’s internal standards.

2. Professional Conduct & Patient Care

2.1 Participating MPs must:

1. Prioritise patient safety & high-quality care in all telehealth interactions.
2. Adhere to privacy laws & patient confidentiality under the Privacy Act 1988 (Cth), relevant State and Territory laws, and HotDoc’s data protection policies.
3. Maintain clear, respectful, and professional communication with patients at all times.
4. Ensure continuity of care by providing a written summary of consultation to the patient and regular doctor (if identified by patient).
5. Ensure adequate documentation of the consultation and that safety netting is discussed with every patient.
6. Act within their scope of practice and refer patients appropriately when telehealth is not suitable.

2.2 Prohibited Conduct:

1. Providing care outside of professional competence.
2. Failing to meet documentation and record-keeping standards.
3. Engaging in any form of discriminatory, unprofessional, or unethical behaviour.
4. Promoting non-evidence-based treatments or services.
5. Prescriptions of Schedule 8 medications, benzodiazepines, stimulant medications, medicinal cannabis, and primary weight loss medications are prohibited via the Telehealth on Demand service.
6. Asynchronous interactions between practitioner and patient.
7. Patient and practitioner must both be located in Australia.

3. Quality & Performance Standards

3.1 To maintain service excellence, MPs must:

1. Maintain an average patient rating of at least 4 stars for the last 10 consults.
2. Actively address patient feedback and strive for continuous improvement.
3. Comply with HotDoc’s operational standards, including a minimum consultation duration of >2 minutes, unless the patient ends the call first.
4. Call within 10 minutes of the allocated appointment time. If unable to call the patient, notify the practice receptionist and cancel the appointment so the patient can be refunded.
5. Conduct consultations from a quiet, professional workspace with a stable internet connection and ensure consultations cannot be overheard.
6. Complete mandatory training or policy updates as required by HotDoc.

3.2 Failure to maintain the required rating or meet quality standards may result in:

1. Reduced appointments through algorithm matching of patients to MP.
2. HotDoc internal review of patient feedback from poorly rated consultations.
3. Temporary suspension from the service.
4. Remedial training requirements.
5. Permanent removal from HotDoc Telehealth on Demand.

4. Trial Period & Termination Policy

4.1 All new MPs are subject to a 3-month trial period.

1. During this period, HotDoc reserves the right to terminate participation with 2 weeks’ notice if performance expectations are not met.

4.2 MPs must demonstrate consistency in quality, adherence to conduct guidelines, and professional reliability.

5. Compliance & Reporting Obligations

5.1 MPs must:

1. Report any adverse events, technical issues, or breaches of patient safety to HotDoc’s support team.
2. Notify HotDoc of any changes to their registration, accreditation, or ability to practice, including any conditions made to their registration.

5.2 Failure to comply with this Code of Conduct may result in suspension or termination from the service.

6. Agreement & Acknowledgment

6.1 By participating in HotDoc Telehealth on Demand, MPs agree to:

1. Abide by this Code of Conduct and all HotDoc Telehealth on Demand policies.
2. Provide high-quality, patient-centred telehealth care.
3. Maintain ethical, legal, and professional standards at all times.

6.2 This Code of Conduct is subject to periodic review and updates to align with industry standards and regulatory changes.