Community

Community Guidelines

WestaCare is a professional healthcare environment. These guidelines protect patients, empower providers, and ensure the Platform remains trustworthy for everyone.

PatientsDoctorsHospitalsPharmaciesLaboratoriesMedical Personnel

Last updated: 26 April 2025

These guidelines apply to everyone. Whether you are a patient booking your first appointment, a doctor managing your practice, a hospital processing referrals, a lab delivering results, or a pharmacy fulfilling orders — these rules apply to you. Violation may result in account suspension or permanent removal.

Introduction

WestaCare exists to make high-quality healthcare accessible to everyone in Nigeria and beyond. To achieve that mission, every interaction on the Platform must be safe, accurate, respectful, and professional.

These Community Guidelines define the standards of conduct we expect from all users. They complement our Privacy Policy and are incorporated by reference into our Terms of Service. Accepting our Terms of Service means accepting these Guidelines.

These Guidelines are a living document. As healthcare, technology, and societal norms evolve, we will update them. We will notify you of material changes.

Core Principles

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Patient Safety First

Every decision on this Platform must prioritise patient safety and wellbeing above all else.

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Confidentiality

All health information is sensitive. Users must treat it with the utmost discretion.

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Accuracy

Only share verified, evidence-based medical information. Misinformation in healthcare can cause serious harm.

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Respect & Dignity

Treat every person with dignity regardless of age, gender, ethnicity, religion, disability, or socioeconomic status.

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Professional Integrity

Healthcare providers must uphold the highest ethical and professional standards of their respective bodies.

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Legal Compliance

All activity must comply with Nigerian law and applicable healthcare regulations.

Guidelines for Patients

3.1 Provide Accurate Information

Always provide truthful and complete medical history, symptoms, and personal details
Do not misrepresent your identity or health status
Inaccurate information can lead to incorrect diagnoses and dangerous treatment plans
Keep your emergency contact details up to date

3.2 Respect Healthcare Providers

Communicate respectfully with all doctors and medical personnel at all times
Harassment, verbal abuse, threats, or discriminatory language directed at any healthcare provider is strictly prohibited
Understand that providers are bound by professional, ethical, and legal constraints when giving advice

3.3 Attend or Cancel Appointments Responsibly

Cancel or reschedule appointments as early as possible to free the slot for other patients
Repeated no-shows without notice may result in restrictions on your booking privileges
Be punctual for video and audio consultations

3.4 Platform Use Limitations

The Platform is for legitimate healthcare purposes only, not for general social interaction
Do not use the platform to seek prescriptions for controlled substances without a legitimate clinical relationship
Do not book appointments under false pretences

3.5 Emergency Situations

WestaCare is not a substitute for emergency services. If you or someone else is in immediate danger or requires urgent medical attention, call emergency services (112 in Nigeria) or go to the nearest hospital immediately. Do not use the Platform for emergencies.

Guidelines for Doctors & Medical Personnel

4.1 Credential Verification

You must provide accurate, current, and complete professional credentials during registration
Any change to your licence status, regulatory standing, or employment must be reported to us promptly
Misrepresenting credentials is a serious offence and will result in immediate and permanent account termination, plus reporting to the relevant regulatory body
Only practise within your verified scope of qualification and specialisation

4.2 Standard of Care

Maintain the same standard of care you would in a physical clinical setting
Only issue diagnoses, prescriptions, and referrals for conditions you have properly assessed
Do not prescribe controlled or scheduled medications without a proper clinical consultation and documented justification
Refer patients to emergency services or specialist care when the clinical situation requires it
Always document consultations, diagnoses, and treatment plans accurately

4.3 Patient Confidentiality

Treat all patient information with absolute confidentiality, consistent with your professional obligations
Do not share patient data outside the Platform without explicit patient consent, except as required by law
Do not access patient records for any purpose other than direct clinical care
Do not screenshot, download, or otherwise exfiltrate patient records for non-clinical use

4.4 Communication Standards

Communicate with patients in clear, respectful, and compassionate language
Avoid jargon that patients cannot understand without explanation
Do not enter into inappropriate personal relationships with patients through the Platform
Respond to appointment requests, messages, and workflow updates in a timely manner

4.5 Availability & Scheduling

Keep your availability calendar accurate to avoid misleading patients
If you need to cancel an appointment, notify the patient as soon as possible
Do not accept appointments you cannot fulfil

4.6 Professional Development

Maintain valid registration and licensure with your relevant regulatory body at all times
Keep your knowledge up to date with current clinical guidelines and best practices

Guidelines for Partner Facilities

This section applies to hospitals, pharmacies, and diagnostic laboratories registered on WestaCare.

5.1 Accurate Facility Information

Maintain accurate, current information about your facility, services, and operational status
Notify us immediately if your accreditation, licence, or registration status changes
Do not list services you are not authorised or equipped to provide

5.2 Timely Response to Workflows

Respond to clinical workflow assignments (lab test orders, medication orders, hospital referrals) promptly and within agreed turnaround times
Upload results, reports, and findings accurately and completely
Flag any inability to fulfil a workflow immediately so the referring doctor can make alternative arrangements

5.3 Quality & Safety Standards

Maintain all relevant regulatory certifications and quality standards
Lab facilities must adhere to MLSCN standards for sample collection, testing, and reporting
Pharmacies must comply with PCN regulations for dispensing, including controlled substances
Hospitals must maintain FMOH and relevant state health authority standards

5.4 Patient Data Handling

Access only the patient data necessary to fulfil the specific workflow assigned to you
Do not share patient data from workflow records with third parties without authorisation
Secure all physical and digital records in accordance with applicable data protection standards

Messaging & Communications

The in-platform messaging system is a professional clinical communication tool, not a general social platform.

Permitted Uses

Clinical discussions directly related to a patient’s care
Workflow coordination between doctors, labs, pharmacies, and hospitals
Appointment-related communications
Clarification of instructions, findings, or prescriptions

Prohibited Uses

Harassment, threats, or abusive language of any kind
Unsolicited marketing or promotional messages
Sharing information unrelated to clinical care
Sharing of inappropriate, offensive, or illegal content
Attempting to move clinical relationships entirely off the Platform (which removes important safeguards)
Soliciting bribes, kickbacks, or any improper financial arrangements

All messages may be reviewed by our Trust & Safety team for compliance with these Guidelines.

Medical Records & Clinical Data

Medical records on the Platform are legally protected health information
You may only access records for patients under your active care
Uploading false or fabricated medical documents is a criminal offence and will result in immediate account termination and referral to law enforcement
Patients have the right to request copies of their records at any time
Records must not be altered after they have been finalised without appropriate clinical and legal justification and documentation
Do not use patient records for research, teaching, or any secondary purpose without explicit consent

Appointments & Consultations

8.1 Booking Standards

Book appointments only for genuine healthcare needs
Do not book multiple simultaneous appointments across different doctors for the same condition without informing each doctor
Provide an accurate reason for the visit at the time of booking

8.2 During a Consultation

Be in a private, quiet environment for video and audio consultations
Do not record consultations without the explicit consent of all parties
Patients: do not have third parties present during a consultation without informing the doctor
Doctors: do not conduct consultations in a way that compromises patient privacy

8.3 Chat-Based Consultations

Chat consultations are subject to the same standard of care as in-person visits
Doctors must respond within the agreed response time window
Chat consultations are not appropriate for emergencies or conditions requiring physical examination

8.4 Cancellations

Cancel at least 2 hours before a scheduled appointment where possible
Repeated last-minute cancellations by providers may result in review of your account
Patients who are repeatedly no-shows without notice may be subject to pre-payment requirements

Reviews & Ratings

Honest, fair reviews help patients make informed decisions and help healthcare providers improve their practice.

What Makes a Good Review

Based on your genuine, personal experience with the provider
Specific and factual — describe what happened, not general sentiment
Constructive, even when negative — focus on the clinical or service experience, not personal attacks

Prohibited Review Content

False or fabricated reviews (positive or negative)
Reviews submitted by the provider themselves or their associates
Reviews that include personal identifying information of any party
Defamatory, threatening, or harassing content
Reviews that disclose confidential medical information
Reviews incentivised by payment, gifts, or any consideration

We reserve the right to remove reviews that violate these standards. Providers must not threaten, pressure, or incentivise patients to remove or modify negative reviews.

Prohibited Conduct

The following are zero-tolerance violations. A single confirmed instance may result in permanent account termination and, where appropriate, referral to law enforcement or regulatory authorities.

Impersonation

Claiming to be a licensed medical professional when you are not, or impersonating another user.

Credential Fraud

Submitting false, altered, or expired professional licences, degrees, or registration documents.

Sexual Harassment or Exploitation

Any form of sexual harassment, solicitation, or exploitation of patients, staff, or other users.

Endangering Patient Safety

Providing clearly dangerous, incorrect, or negligent medical advice that could cause patient harm.

Unlicensed Practice

Providing medical consultations, prescriptions, or diagnoses without holding a current, valid professional licence.

Bribery & Corruption

Soliciting or accepting bribes, kickbacks, or improper inducements in connection with any activity on the Platform.

Unauthorised Data Access

Accessing, downloading, or exfiltrating patient data beyond what is necessary for your authorised clinical role.

Platform Abuse

Attempting to hack, disrupt, or compromise the Platform, its infrastructure, or other users' accounts.

Illegal Drug Distribution

Using the Platform to illegally prescribe, obtain, or distribute controlled substances.

Hate Speech & Discrimination

Content or conduct that demeans, threatens, or discriminates against individuals on the basis of race, ethnicity, gender, religion, disability, sexual orientation, or any protected characteristic.

Child Exploitation

Any content or conduct that exploits, endangers, or abuses minors.

Medical Misinformation

Deliberately spreading false, unproven, or dangerous medical information that could harm users or undermine public health.

Medical Emergencies

If you or someone you know is experiencing a medical emergency, call 112(Nigeria Emergency) or go to your nearest Accident & Emergency department immediately. WestaCare is not equipped to handle emergencies.

Healthcare providers who identify an emergency situation through the Platform must:

Advise the patient to seek immediate emergency care
Where legally permitted and appropriate, contact emergency services on the patient’s behalf
Document the emergency referral in the consultation record
Follow their professional body’s emergency protocols

Content Standards

Any content you post, upload, or share on the Platform (including profile information, documents, images, messages, and review text) must meet the following standards:

Required

Accurate and truthful
Relevant to the clinical or professional context
Respectful and professional in tone
Compliant with applicable laws, including copyright and data protection law

Prohibited

Graphic or disturbing content posted without clinical necessity
Sexually explicit material
Content that infringes third-party intellectual property rights
Spam, chain messages, or unsolicited commercial content
Content containing malware, viruses, or malicious code
Content designed to deceive or mislead users
Political or religious propaganda

Profile images must be professional photographs of the registered individual or facility. Logos must accurately represent the registered entity.

Intellectual Property

When you upload content to WestaCare, you retain ownership of that content. You grant us a limited, non-exclusive, royalty-free licence to use it solely to provide and improve the Platform services.

Do not upload content to which you do not hold the rights
Do not copy or reproduce clinical protocols, drug formularies, or published medical literature without appropriate attribution and permission
The {PLATFORM_NAME} name, logo, and branding are our trademarks. Do not use them without written permission.
Patient-generated health data remains the patient’s property at all times

Account Security

You are responsible for all activity that occurs under your account
Use a strong, unique password and never share it with anyone
Do not share your account credentials with colleagues, staff, or any third party
Each individual practitioner must have their own account — shared accounts are not permitted
Enable any available two-factor authentication
Log out of the Platform when using shared or public devices
Notify us immediately at support@westalic.com if you suspect unauthorised access to your account
Do not attempt to access other users’ accounts

Reporting Violations

We rely on our community to help keep the Platform safe. If you witness conduct that violates these Guidelines:

How to Report

Use the "Report" option available within the Platform on profiles, messages, and content
Email our Trust & Safety team at support@westalic.com
Include as much detail as possible: the user(s) involved, the nature of the violation, and any supporting evidence

Our Commitment to Reporters

All reports are treated confidentially
Retaliating against someone who makes a good-faith report is a violation of these Guidelines
We will not reveal your identity to the reported user without your consent
We will acknowledge your report within 48 hours and provide a resolution update within 14 days

Enforcement & Consequences

We investigate all reports and take appropriate action. Our enforcement framework is proportionate to the severity of the violation.

Warning

For first-time or minor violations. A formal notification explaining the issue and the required corrective action.

Temporary Suspension

For repeated or moderately serious violations. Account access is suspended for a defined period (typically 7–30 days) while the matter is reviewed.

Feature Restriction

Access to specific features (e.g., messaging, booking) may be restricted while maintaining basic account access.

Permanent Termination

For severe, repeated, or zero-tolerance violations. The account is permanently closed with no right to re-register.

Regulatory Referral

For violations involving criminal activity or serious professional misconduct, we will report to the appropriate regulatory body (MDCN, PCN, MLSCN, NAFDAC, EFCC, or law enforcement).

You have the right to appeal any enforcement action by emailing support@westalic.com within 14 days. Appeals are reviewed by a senior team member not involved in the original decision.

Changes to These Guidelines

We may update these Community Guidelines from time to time. When we make material changes, we will:

Update the "Last updated" date at the top of this page
Notify registered users via email at least 14 days before changes take effect
Display a prominent in-app banner for the first 14 days after the change

Continued use of the Platform after the effective date constitutes acceptance of the updated Guidelines.

Contact

For questions about these Guidelines, to report a violation, or for any Trust & Safety concern:

Trust & Safety Team — WestaCare

Email: support@westalic.com

We aim to respond within 48 hours.

Also see our Privacy Policy

Read our Privacy Policy to understand how we collect, use, and protect your personal and health data.