INTRODUCTION
At Oak Hard, our mission is to make personalized healthcare more accessible and supportive for all. This document serves as the universal code of conduct for physicians practicing through the Oak Hard platform. It aligns the values and expectations of Oak Hard with the high standards of our clinical partners.
This Code of Conduct will be regularly updated in collaboration with our affiliated providers to ensure that patients consistently receive safe, compliant, and high-quality care.
BEST PRACTICES ON THE PLATFORM
Be Patient
Telehealth may be unfamiliar to some patients. Be sensitive to their questions and ensure they understand each step of the process.
Always Explain
Whether you issue a prescription or not, always explain your medical reasoning clearly to the patient. They rely on your expertise and transparency.
Follow Up
Oak Hard automates follow-ups at 2 weeks, 1 month, and every 3 months. If you feel additional follow-up is necessary, use the internal messaging system or notify the Oak Hard Medical Operations team.
Document
Thoroughly document your decisions—especially when overriding a risk flag (e.g., after clarifying something with the patient via message or call). This is essential for clinical safety and audit compliance.
Check-In
Physicians with the highest satisfaction ratings check messages at least once daily. If you'll be unavailable for more than 48 hours, notify the Oak Hard Medical Operations team at least one week in advance.
CONDUCT EXPECTATIONS
Verify Identity
- Photo & ID Match: Confirm that the patient's submitted photo matches their government-issued ID.
- Data Match: Verify that the name and date of birth in the form match the ID.
Follow State Protocols
Do not provide medical care until a proper provider-patient relationship has been established according to state law. When unsure, consult Oak Hard Medical Operations or General Counsel.
Treat Oldest First
Prioritize patients in the order they joined the queue to ensure fairness and timely service.
One-at-a-Time
Never manage multiple consultations simultaneously. Focus on one patient per session to ensure safety and attentiveness.
SAFETY, SECURITY & PRIVACY
Drug Interactions
Always review the patient's medication history and prior plans before prescribing. If uncertain, consult with the Oak Hard clinical director.
When in Doubt, Pause
If anything is unclear, follow up with the patient or refer to their primary care provider. Never prescribe if unsure about the safety or necessity.
Mental Health Awareness
Follow up with patients expressing mental health concerns. For emergencies, follow the Oak Hard Emergency Protocol Guidelines (available in the Clinical Resource Folder).
Review Protocols Regularly
Refer to condition-specific protocols frequently. They are your go-to resource for ensuring care meets clinical standards and current guidelines.
Never Share Credentials or PHI
- Do not share your Oak Hard credentials.
- Do not share PHI with unauthorized individuals.
- Only use HIPAA-compliant tools (e.g., password-protected links or approved platforms).
- Avoid working in public areas where PHI might be visible.
ETHICAL EXPECTATIONS FOR OAK HARD-AFFILIATED PHYSICIANS
Do No Harm
Always put patient safety first. Your compensation is unaffected by whether a prescription is issued.
No Self-Referral
Patients on the Oak Hard platform may not be referred to your private practice. When necessary, refer them to their own PCP or a third-party physician.
Maintain Professional Conduct
Never consult patients while under the influence of alcohol or substances that impair judgment.
Report Issues Promptly
If you are the subject of a malpractice suit, board complaint, administrative action, or criminal charge (related or unrelated to medicine), notify the Oak Hard Medical Operations team immediately.
PARTNER ORGANIZATIONS
Clinical services on the Oak Hard platform are provided through licensed third-party medical groups:
- ZiraMedical (ziramedical.com). An independent telehealth medical group whose providers are licensed in the states where we offer care.
CONTACT INFORMATION
Scaling Telehealth LLC d/b/a Oak Hard
8 The Green, Suite B
Dover, Delaware 19901
support@oakhard.com
Last updated: November 4, 2026