Background
< home

PROVIDER CODE OF CONDUCT

Last updated: October 30, 2025

Introduction

Peppy Care LLC ("we," "us," or "our") is dedicated to providing transparent, high quality and ethical telehealth services (the "Services"). This document outlines the universal code of conduct for medical providers participating in the Services by providing their professional medical services. This Code of Conduct is dynamic and evolving with physician feedback to ensure the delivery of premium care that is in the best interest of patients.

BEST PRACTICES

  • Be Patient: Telemedicine may be unfamiliar to many patients. Address their questions, no matter how straightforward, with kindness and sensitivity to guide them towards the most effective treatment path.

  • Always Explain: Provide comprehensive explanations for your treatment decisions, ensuring patients understand your medical guidance, whether or not it involves prescribing medication.

  • Follow Up: Adhere to any follow-up protocols imbedded within the Services. For patients requiring closer monitoring, utilize the Service's messaging system communicate with patients.

  • Document: Maintain detailed records of your clinical decisions, especially if system alerts indicate potential contraindications or risks. Documenting additional information obtained through direct communication with patients is crucial.

  • Check-in: Top-rated physicians check their messages daily. Notify us in advance if you expect to be unavailable for over 48 hours to ensure continuous patient support. Prompt response is required in urgent situations.

PROVIDER PROTOCOLS

  • Verify Identity: Confirm patient identity through government ID and photo verification, supported by automated software checks. Ensure personal information provided matches the government ID.

  • Follow State Protocols: Adhere to state-specific guidelines to establish a legitimate patient-physician relationship before offering medical advice or treatment.

  • Treat "Oldest" First: Prioritize patients based on their arrival on the platform to maintain prompt service delivery.

  • One at a time: Engage with one patient consultation at a time, ensuring your full attention to each case. Avoid intervening in ongoing treatments by other physicians unless a second opinion is requested.

  • When Telehealth Inappropriate. At any time, the provider may determine that telehealth services are not benefiting the patient, that the patient is not a good candidate for telehealth or circumstances have arisen where a referral to in-person treatment is warranted. In such cases, the provider shall make this recommendation to patient, document it in the medical record, and provide referrals upon request.

SAFETY, SECURITY & PRIVACY

  • Drug Interactions: Vigilantly review patient medications for potential drug interactions.

  • When in Doubt: Exercise caution in prescribing medications. If information provided by patient is unclear, follow-up with patient before prescribing to ensure clarity and accuracy. Consult medical colleagues or refer patients to their primary physician if uncertain about treatment safety.

  • Pay Attention to Underlying Causes: Address mental health concerns with the same urgency as physical health issues.

  • Emergencies. Have a Safety Plan and emergency procedures for handling medical or mental health emergencies.

  • Consistently Review Standards of Care: Regularly review relevant standards of care and clinical protocols for treatments provided.

  • Never Share: You login credentials to platform and them confidential. Do not disclose patient information outside of the Services.

  • Secure PHI: Ensure all patient health information is shared through HIPAA-compliant channels. Avoid platform usage in public settings where PHI could be exposed.

ETHICAL EXPECTATIONS

  • Do No Harm: Prioritize patient safety above all. Treatment decisions should not be influenced by the prospect of compensation.

  • No Self-Referral: Direct patients needing referrals to their primary healthcare provider or an external physician, not to your private practice.

  • Sound Body & Sound Mind: Abstain from practicing medicine on the platform while under the influence of substances that could impair judgment.

  • Promptly Inform: Promptly inform us of any professional disciplinary actions or changes in your medical licensure status.