Quality and Decredentialing Policy

This Policy defines the quality indicators tracked by the BrasilDoctors platform, operated by IA Soluções (CNPJ 51.083.181/0001-06), the reference values, and the process of measures applicable to credentialed physicians. It is part of the Credentialing Agreement.

1. What we track

• Patient satisfaction: the score from the survey sent after each consultation (1-to-5 scale);
• Response to offers: acceptance within the deadline stated in each care offer;
• Consultation completion: a consultation that is accepted and abandoned — prolonged inactivity without justification, detected by the system — counts as abandonment.

Availability is not a target: there is no minimum of hours or consultations. Declining offers carries no penalty; repeated patterns of non-response affect only your priority in the distribution of new offers.

2. Reference values

• Minimum average satisfaction score of 4.5 (90-day window, considered from 10 reviews onward);
• Up to 1 abandonment of a consultation every 30 days without opening a review;
• Repeated non-response to offers is reviewed for priority purposes only, never for financial penalties.

Reference values may be recalibrated by the platform upon 30 (thirty) days' prior notice.

3. Transparency

Physicians track their own indicators on the platform and receive automatic alerts when approaching any threshold — before any measure is taken.

4. Graduated measures

Outside of serious violations, measures follow this order:

• 1. Educational alert, with feedback from the Medical Technical Director and improvement guidance;
• 2. Reduced priority in the distribution of new offers;
• 3. Temporary suspension (up to 30 days), with an agreed improvement plan;
• 4. Decredentialing, if the indicators do not recover.

In case of recurrence, steps may be accelerated, always with written notice.

5. Serious violations — immediate decredentialing

The following result in immediate decredentialing, with no graduated steps:

• Fraud of any kind (consultations, identity, documents);
• Breach of medical confidentiality or of patient data protection;
• Harassment or discrimination;
• Providing care under the influence of alcohol or psychoactive substances;
• Steering platform patients to off-platform care;
• Granting account access to third parties;
• Suspension, revocation, or restriction of the CRM license;
• Conduct that exposes a patient to serious risk.

6. Process and right to a defense

Before any suspension or decredentialing (outside of serious violations), the physician receives written notice with the facts and indicators considered and has 10 (ten) calendar days to respond. The decision rests with a committee that includes the Medical Technical Director.

For serious violations, the platform may apply an immediate precautionary suspension, followed by the investigation process with the right to respond.

7. Effects of decredentialing

Decredentialing ends access to the platform and the receipt of new offers. Payouts for consultations already performed are honored and settled within the regular deadlines. Care records are preserved by the platform for the periods required by medical regulations and the law.

8. Appeal and readmission

Decredentialing decisions may be appealed within 10 (ten) calendar days to the platform's review body. Except for serious violations — where readmission is barred —, a decredentialed physician may apply for new credentialing after at least 6 (six) months, going through the full selection process.