Question 1

Do I need to register first to use Sehat Sahoolat?

Accepted Answer

Yes — registration is required with a valid email. After email verification, complete your details, pay a registration fee for your Electronic Medical Record (EMR), and select a health package before booking your first appointment.

Question 2

What is the Electronic Medical Record (EMR) and how is it made?

Accepted Answer

The EMR is an interactive product where you enter your health information — previous and current medical conditions, operations, tests, scans, reports, medications, lifestyle, and more. Future consultations automatically update the record.

Question 3

Do I need to complete registration and EMR in one go?

Accepted Answer

You may complete these at your own pace, but bookings require a finished registration and EMR with all mandatory fields completed.

Question 4

How is access to my EMR regulated?

Accepted Answer

We strictly regulate and control access. Clinicians can only access EMRs for limited periods before scheduled appointments, and only with your consent.

Question 5

How can I use my EMR for external consultations?

Accepted Answer

Subscription members can download a PDF copy of their EMR to share with external providers. Pay-as-you-go customers may face additional costs and must manually update their records upon return.

Question 6

How many family members can use one subscription package?

Accepted Answer

One package covers up to 4 people — yourself plus 3 family members.

Question 7

Can I add more family members, and how do I do it?

Accepted Answer

Yes — each additional member requires a one-time registration payment for their EMR with a unique identifier under your profile.

Question 8

I am a Pay-as-you-Go / Bundle customer; what will happen to my EMR?

Accepted Answer

Your EMR remains active while appointments exist or credits remain within the bundle timeframe. It becomes dormant when exhausted, until new appointments are purchased.

Question 9

What will happen to my unused appointments?

Accepted Answer

Unused appointments lapse automatically unless extensions are granted for exceptional circumstances via email request with supporting evidence.

Question 10

What is the cancellation and refund policy?

Accepted Answer

Cancellations made 4+ hours before appointments are refunded within 48 hours, minus third-party / bank service charges. Cancellations within 4 hours or no-shows forfeit credits.

Question 11

What if Sehat Sahoolat cancels or there are technical issues?

Accepted Answer

We notify users and reschedule appointments as early as possible.

Question 12

What is the "No-show" policy?

Accepted Answer

Missing an appointment or cancelling within 4 hours results in credit loss. Extensions may be considered for exceptional circumstances on request with evidence.

Question 13

How long does each consultation last?

Accepted Answer

Consultations are 15 minutes dedicated to a current medical problem or active issue, though durations may vary by the nature of the problem and may incur additional costs.

Question 14

How is my personal information stored?

Accepted Answer

Your information is kept securely and SSL-encrypted, only for as long as necessary. We never sell or trade personal data — it is accessible only to treating clinicians, before appointments only.

Question 15

What payment methods are accepted?

Accepted Answer

Payfast supports Visa and Mastercard credit cards, Maestro and Visa Electron debit cards, Masterpass, Mobicred, MoreTyme, SnapScan, SCode, and Instant EFT.

Question 16

Is my payment secure, and where are my details stored?

Accepted Answer

Payments use reliable and secure gateways. Card details are stored only for subscription renewals with your consent.

Question 17

What types of accounts are available?

Accepted Answer

Choose between a subscription with monthly payments for unlimited consultations, a bundle of consultations over a fixed period, or a pay-as-you-go option.

Question 18

What are your complaints procedures?

Accepted Answer

Complaints are investigated as top priority with responses as soon as possible. Unresolved disputes may involve third-party arbitration as final resolution.

Question 19

How is my personal information stored?

Accepted Answer

Information follows a strict personal information governance policy with encryption. Only limited details (name, qualifications, specialty, profile picture, and introduction) are visible to patients.

Question 20

Is my payment information stored and secure?

Accepted Answer

Bank details are stored to enumerate your committed and dedicated work on the platform according to your chosen package, automatically and with your consent.

Question 21

Can I receive payments in any account anywhere in the world?

Accepted Answer

Currently, payments are made only to a nominated account in Pakistan. Doctors without one should contact support via email.

Question 22

Can I register myself and family members as patients?

Accepted Answer

This depends on your sign-up package and privileges.

Question 23

Is the patient’s appointment according to my time zone or the patient’s?

Accepted Answer

The platform automatically matches both parties’ time zones for clarity.

Question 24

Can I access all of my patient’s records at any time?

Accepted Answer

Access is limited to confirmed appointment patients, for a certain duration prior to and during the specific consultation, with the patient’s specific consent.

Question 25

How does Sehat Sahoolat handle concerns and complaints?

Accepted Answer

Complaints receive responses within 48 hours via email. Investigations are conducted proportionately, with third-party arbitration available for unresolved disputes.

Frequently asked questions.

The most common questions, answered.

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