How we work
What we do if something goes wrong.
We put this in writing so you can read it before you ever need it, and hold us to it afterwards.
First, what we are not
We are not an ambulance service. We do not run a 24-hour emergency line, and we do not employ doctors. If your parent needs an ambulance tonight, call 108. We would rather say this plainly on our website than let you find out at the wrong moment.
What we are is the person in Guwahati who knows your parent, knows their doctor, has their papers ready, and can be at the hospital.
Our one rule. We record readings and we report them. We never interpret a reading, and we never advise on medicines or treatment. Every medical decision belongs to your parent's own doctor.
1
Our hours are 6 am to 10 pm, every day
Call or WhatsApp us any day between 6 am and 10 pm, including Sundays and holidays. One of the two of us answers. Not an office, not a call centre.
Outside those hours we are asleep, and we will not pretend otherwise. Clause 5 covers the night.
2
Limits are set with your parent's own doctor
Before regular visits begin, we agree two limits for each reading we take, with the doctor your parent already sees. These go into your parent's file. They are the doctor's numbers, not ours.
Outside the normal range, but not an emergency.
A reading the doctor has marked as needing care straight away.
3
At an amber reading
- We write down the reading and the time in your parent's file.
- We call you and read you the number.
- We call your parent's own doctor and report it.
- We do exactly what the doctor says. Nothing extra, and nothing on our own judgement.
- We record what happened and what comes next, and it appears in your monthly report.
4
At a red reading, inside our hours
If we are with your parent when it happens, we move first. We take them to the hospital named in their file, call you on the way, call their doctor, and handle the admission and paperwork when we get there.
If we are not with them, we tell you straight away to call 108, and we say it to whoever is with your parent as well. Then we make our way to the hospital, and we handle the admission and the insurance paperwork from there. Guwahati traffic is what it is, so an ambulance will almost always beat us. That is why the call to 108 comes first, not the call to us.
5
Outside our hours, and what you should set up now
Between 10 pm and 6 am, do this in order:
- Call 108 for an ambulance, or 112.
- Call the local contact named in your parent's file. [Decide: do you ask every family to nominate a neighbour or relative in Guwahati who can reach the house at night? I think you should. Delete this clause if you don't.]
- Message us. We pick it up at 6 am, and the first thing we do is get to the hospital and take the paperwork off your hands.
Every parent's file holds their blood group, conditions, medicines, allergies, doctor, preferred hospital and insurance details on one page. We print it and leave a copy in the house, so that whoever is there at 2 am is not searching drawers.
6
Who is called, and in what order
The order is fixed in advance so that nothing is decided in the moment. It is written in your parent's file and confirmed with you when you join.
- The family member you nominate.
- Your parent's own doctor.
- The hospital named in their file.
At a red reading, getting your parent to hospital never waits for any of these calls to be answered.
7
Every call is logged with the time
Who we called, when, and what was said goes into the file with a timestamp, and appears in your monthly report. If you ask us what happened on a particular evening, we can tell you to the minute.
This is the standard document. When you join, we write your parent's own version of it, with their limits, their doctor and their hospital, and we go through it with you line by line.
Priyanka and Kuldeep
Agree your parent's version with us
Fifteen minutes on a call is enough to walk through this and work out what your parent's version would say.
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