Provider standards

1. About these standards

These standards are part of the provider agreement. They set out what patients and Ionyx can expect from every provider. They do not limit your clinical judgement. Where they conflict with your professional duty to a patient, your duty comes first. Tell us when that happens.

Times are Bahamas time. This is version 2026-10-28, effective 28 October 2026.

2. Visit summaries and notes

Visit summary to the patient

• Share the visit summary with the patient within 2 hours of the visit ending.
• For a visit that ends after 7 PM, share it by 9 PM the same day.
• The summary is what the patient sees: what you found, your assessment, the plan, medicines, follow-up and when to get help sooner. Write it in plain language.

Signed notes

• Complete and sign your full notes, including your private clinical notes, within 24 hours of the visit ending.
• Once shared, notes are not changed. A correction is added as a new version. Earlier versions are kept.

Urgent documents

• If a patient needs a document straight away, such as a sick note, a referral or advice to go to urgent care, give it during the visit.
• Sick notes: the first day off must be within 3 days of the visit and a note covers at most 30 days. Do not add a diagnosis or reason unless the patient asks for it.

Payout

Once payments go through Ionyx, your payout for a visit is released when you sign the notes for that visit.

3. Answering booking requests

• If you accept requests rather than instant bookings, answer each one within its window:
  • 2 hours for "be seen today"
  • 24 hours for "see a doctor soon"
• We send you a reminder before a request closes.
• If a request closes unanswered, the patient is told at once and shown other providers and places near them.
• If 3 requests in a row close unanswered, new bookings are paused and the Ionyx team is told. You can turn bookings back on from Today.
• If you are away, use "Away today" or add time off so patients are not left waiting.
• When you decline, give a reason so we can help the patient.

4. Missed visits (no-shows)

When a patient does not come

• For a video visit, you can mark a patient as not attending 10 minutes after the start if they have not joined and are not in the waiting room.
• Do not mark a no-show if the patient asked to be phoned instead. Phone them.
• Do not mark a no-show if the patient could not join because of a problem on our side.
• For an in-person visit, record the no-show by tapping "Didn't arrive" on the visit.

Evidence

• For video visits, the platform records when each person opened the visit, joined, waited and left. This record is the main evidence.
• For in-person visits, the record shows when you marked the visit. The patient can tell us they were there. The team looks at both.
• If a patient disputes a no-show, the Ionyx team reviews the visit record and decides.

Fees

Once payments go through Ionyx, you keep half of the visit fee for a patient's late cancellation or no-show, unless the fee is waived for an emergency. You can always choose to waive it yourself.

5. Moving and cancelling visits

Late changes

• Moving or cancelling a visit less than 24 hours before it starts is a late change.
• For a same-day visit, moving or cancelling less than 2 hours before is a late change.
• A change less than 2 hours before any visit counts heavily. So does not turning up.
• Up to 3 emergencies a quarter do not count. Tell us when a change was due to an emergency.

What the patient gets

The patient never pays for a visit you move or cancel. Offer 2 or 3 new times. The patient can choose one of them, another provider who can see them sooner or a full refund.

Reliability

• Among providers who can see a patient equally soon, reliable providers are shown first. They can earn a "keeps appointments" label.
• Repeated late changes first reduce the "be seen today" requests you receive. If they continue, new bookings are paused and the Ionyx team is told.
• Every move and cancellation is recorded on the visit record.

Running late

"Running late" is separate and does not count as a change. Use it to tell a waiting patient you need 5, 10 or 15 more minutes.

Preventing clashes

Keep your calendar up to date. Use buffers, a daily limit and time off. Check for clashes before you accept a request.

6. The AI note helper

• Use it only when everyone on the call or in the room has agreed. Ask out loud even if the patient said yes in the app. Stop at once if anyone asks.
• Always review every line of an AI draft before you sign. Correct errors, remove anything that was not said and add anything missing.
• Check every allergy warning on the draft.
• You are responsible for the notes you sign.

7. Messages

• Messages are not for emergencies. If a message suggests an emergency, tell the patient to call 919 or 911 or go to the nearest emergency department.
• Messages flagged for possible emergency words always reach you. Read them first.
• Reply within the reply time you show on your profile.
• Messages cannot be changed or deleted. Write them as part of the medical record.
• Do not give a new diagnosis or start a new treatment by message alone when the patient needs to be seen.

8. Safety

• If a patient needs urgent or emergency care, tell them clearly and promptly. Use "Advise urgent care" or the emergency steps.
• Act on "feeling worse" alerts from follow-up check-ins.
• After a visit, tell us if Ion's care level was wrong using "Was Ion right?".

9. Records and the access log

• Every record you open is logged, with who, what and when. Attempts without permission are logged too.
• Only open the records of patients you are caring for.
• The Ionyx team reviews the log. Unexplained openings will be investigated.

10. Licence and profile

• Keep your licence current. Upload renewals before the expiry date.
• Tell us within 2 working days of any change to your licence, any suspension or any condition.
• Keep your hours, visit types, fees and photo up to date.

11. If standards are not met

Depending on how serious and how frequent the problem is, Ionyx may:

• remind you or ask you to explain
• show you lower among equally soon options
• reduce the "be seen today" requests you receive
• pause new bookings
• suspend your account or end the provider agreement

Where patient safety is at risk, we may act at once.