FAQs

GENERAL QUESTIONS

What is Vital X Health or Kiara Caresworth Private Limited?

Vital X Health is a unit of Kiara Caresworth Private Limited, an INDIAN REGISTERED company that helps individuals and families manage and coordinate care for a chronically diseased, or disabled loved one.

Vital X Health is a proactive healthcare concierge service that “takes the pain out of healthcare – through innovative, monthly program designed to help individuals to reduce behavioral risk factors for developing type 2 diabetes, heart problems and other chronic illnesses.

Who is Vital X Health designed to help?

We’re focused on helping the individuals who have non-communicable or aging-related health concerns (Diabetes, Chronic Heart Disease, Chronic Kidney Disease, Obesity). Regardless of the circumstance, our goal is to make our healthcare system maze much more navigable.

Who can join Vital X Health?

Anyone! You don’t have to be wealthy to be at Vital X Health (sorry, we couldn’t help it). Creating an online account is free. You can find out more information on our plans page.

Where is Vital X Health available?

The Vital X Health or Kiara Caresworth Private Limited service is available nationwide in India. Since our service is virtual and powered by technology, we can connect and work with people at any place.

How does Vital X Health work?

Getting started: Create a free online account and follow the prompts to tell us a bit about your health status. You will be paired with the Care coach, whom you can share your health goals through integrated mobile chat on the mobile app. The Care Coach can help you to explore the right health plan for you. Even if you don’t want to buy any health plan, you can stay using the mobile app for free and pay only when you schedule a video tele-consultation with any doctor, whenever required!

Choosing your own health team: Moreover, you can build your own healthcare team on your mobile app. You can select your main Physician, your Care Coach, your urgent care centers with emergency contact numbers, all in one place.

Managing Health Plans: Once you have chosen your health plan, the Care Coach will schedule your appointment with the doctors as per the plan. You will be asked to update your health records and can check your vital records anytime, anywhere. The goal of the doctor or the specialist is to provide the proactive healthcare services to you, so that you don’t worsen the disease process in the future. All the lab tests, mentioned in your plan, will be done for no extra price, and will be updated by the backend team on your profile.

Telemedicine anytime, anywhere: Finally, you can speak to any doctor from our panel through Tele-Consultation through your mobile app. Only those doctors and specialists will be available to you who have shown themselves as ‘AVAILABLE’ on their mobile app. The video consultation is not free and you will need to pay to the services before you can start your tele-consultation with the doctor.

MY CARE COACH

What will my Vital X Health Care Coach do for me?

Vital X Health Care Coaches are skilled and trained to help individuals to navigate and manage all aspects of care. Just like enlisting a financial planner to help with your investments or a wedding planner to manage your special day, families should seek expert assistance to help guide them through major care decisions and events.

Your Care Coach will put together a game plan and then get things done. We don’t stop until you are satisfied!

How many customers and/or hours can a Care Coach work?

Some Care Coach take on as little as 10 clients per month and others have 50 or more clients. Since families’ healthcare needs fluctuate, there will be times when extra support or less support will be needed. The goal is to provide the level of support needed to ensure clients feel supported.

What if I don’t like my Care Coach?

We get it, these are very personal matters. You should love your Care Coach. And if you don’t, we would love for you to give us that feedback. Our goal is to have a network of the most qualified and kind Care Coaches on the planet and to match you with the Care Coach who is best for you!

However, if you’re not satisfied with the Care Coach, you can raise your request at hello@vitalxhealth.com and then choose your new care coach from your team page.

Who oversees the work of the coach?

Every coach is paired with a Vital X Health Care Manager who will virtually shadow you during your health plan and provide upfront guidance and best practices. The manager will provide ongoing feedback and encourage questions and suggestions from you.

MY ACCOUNT PAYMENT & SECURITY

How will I be billed?

You can get started for a free online account. We’ll ask for online payments before starting your health plan. For the health plan, you will be billed monthly or quarterly (whichever is applicable in the health plan) until you cancel your subscription. Please read payment options and plan information for more details.

Do you store any of my payment information?

We never store payment information. We use a secure third-party to handle all payment transactions.

How do you protect my private information?

We take your privacy very seriously. (You can see our privacy policy here.) We will never share your information without your consent.

How do I make a complaint?

Just write to our Complaints Manager at hello@vitalxhealth.com. We’ll get back to you within 2 working days to get it sorted out for you.

No time to write? To make your complaint verbally, or for more info, please contact the clinical support team phone numbers.

Who can I speak with if there’s a problem with my account?

We’re always here to speak with you! Call us anytime at PHONE, email us at hello@vitalxhealth.com, or start a live chat with your Care Coach anytime during the working hours.

Can I cancel anytime?

You can cancel anytime. And even after canceling your paid membership, you can still access your online account at any time for free. To cancel your account please talk to your Care Coach or email at hello@vitalxhealth.com.

Who sees my medical and personal information?

Only the service team at Vital X Health including your Care Coach. With your consent, your Care Coach may share information with doctors, family, caregivers, or other providers in order to arrange care.

We will only share your information if it’s in your best interest and with your signed consent to do so. The information can also be shared by you from your mobile app to anyone you want.

DOCTORS & HEALTH PLANS IN-PATIENT APPOINTMENTS & TELEMEDICINE

Who are the Vital X Health Doctors?

The doctors available at Vital X Health are independent doctors who are MCI registered in India, and have extensive professional experience.

What kind of device do I need?

You can speak to the doctor using Android smartphone via the Vital X Health app. The Vital X Health app is available on Android 4.2 and above devices. We do not support iOS phones at this time. 

You will need to be connected to the internet. Where possible we recommend using WiFi, rather than 3G or 4G, as this usually gives the most reliable connection.

Please contact hello@vitalxhealth.com. If you are unsure if your device meets the minimum requirements of using the service.

What is the length of my appointment?

For Video Tele-Consultation: Your appointment is 10 minutes long and we would advise that you keep the number of ailments that you discuss in that time to a minimum. If you feel your appointment will take longer than 10 minutes we would advise booking an extra slot. The doctor will advise in the call if they feel it is necessary that you book a further appointment. Should you have any questions about this please contact our support team. 

For in-patient visit: It depends upon the doctor examining you. This shouldn’t bother you as we have carefully prepared for the best healthcare experience for our patients.

Where can I have a consultation?

For Video Tele-Consultation: You can have a consultation anywhere that is private, with a good internet connection. It is also important that you can safely devote your full attention to the discussion with the doctor. Unsafe and non-private areas include:

  • Driving in your car
  • Public spaces including shopping centers and parks
  • A public place at your work 

For in-patient visit: You will need to see the doctor at his/ her own clinic on the time and date the appointment is fixed by the Care Coach.

What is the length of my appointment?

For Video Tele-Consultation: Your appointment is 10 minutes long and we would advise that you keep the number of ailments that you discuss in that time to a minimum. If you feel your appointment will take longer than 10 minutes we would advise booking an extra slot. The doctor will advise in the call if they feel it is necessary that you book a further appointment. Should you have any questions about this please contact our support team. 

For in-patient visit: It depends upon the doctor examining you. This shouldn’t bother you as we have carefully prepared for the best healthcare experience for our patients.

How do I get an appointment with the doctors or specialists?

For Video Tele-Consultation: Anytime, anywhere from your mobile app, you can have audio-video tele-consultation with any doctor you wish to. The availability of the doctor on the mobile app depends upon the doctor’s online status which only he/she can modify. You will be required to pay for the audio-video tele-consultation before you can actually make a tele-consult with the doctor of your choice.

For Health Plans: You and your coach will decide and set appointments with your doctor(s), depending on the health plan you choose. You will also be notified by the backend team about the time and date to visit your physician. The scheduling is totally flexible and you can also choose to book for another time and date that is convenient for you should your preferred time not be available.

Will my regular Physician/ Doctor know the details of my in-patient visit appointment?

The schedule of your appointment is fixed by your Care Coach. It’s the duty of your Care Coach to ensure that everything goes well between you and your doctor. For any changes in the appointment with the doctor, you will be notified by your coach or from our backend team.

I missed my appointment on teleconsultation due to network issues, what do I do?

If you missed your appointment and would still like to speak with a doctor, the easiest way to do this is to book another consultation using the app. We will ask the doctor to refund back the money you were charged and not use it.

If you think you’re having technical difficulties or connection issues please ensure you have good WiFi or mobile internet connection before the time of your appointment. If you continue to experience issues please email hello@vitalxhealth.com and a member of our team will be in contact as quickly as possible. 

How can I best prepare for my teleconsultation?

To ensure you get the best out of your experience we would advise the following steps:

Have your chosen device ready by ensuring the sound is switched on and has plenty of battery’. Ensure your device is connected to a strong internet connection, ensure you have enabled video and audio in your handset settings, select a private and quiet location, ensure all of your personal information is complete and correct and written on a paper (preferred).

Will I be charged for canceling my specialist appointment in-patient visit to the clinic?

We are here to take care of your health and wealth. Although, if you cancel your scheduled in-patient visit to the doctor’s clinic 1 hour prior, there would be no extra charge levied on you. However, if you cancel the appointment within 1 hour from the scheduled session, you may be charged for keeping the doctor occupied.

We would try not to put you on any hard charges. So, don’t worry! We are here to help you!