Question 1

What is the practice-admin scope today?

Accepted Answer

Roster (with verification states active/pending/suspended), coverage timeline (with gap detection), live throughput dashboard (against the under-30-seconds SLA), and escalations queue (for red flags, match timeouts, payment-hold failures). All four surfaces are operational today and read from the same signals the matcher uses, so the admin view is the production view. Payouts breakdown is forward-looking, shipping in 2026.

Question 2

How do I onboard a new doctor?

Accepted Answer

Initiate the onboarding flow from the roster grid; the doctor receives an invitation that walks them through the MDCN registration capture, the Didit identity-document check, the selfie liveness, and the specialty/clinic capture. The doctor's verificationStatus starts as pending; your admin review either flips it to active (live in the pool) or rejected (terminal). Re-verification is quarterly; suspension on MDCN registry-status change is automatic and reflects in the pool query within minutes.

Question 3

What is a coverage gap?

Accepted Answer

A window during which no doctor under your practice is online. The coverage timeline detects gaps automatically and surfaces them as explicit callouts ('Coverage gap · 14:00–15:00'). During a gap the matcher falls back to the AI triage with retry rather than dropping consults, but the architectural intent is to tighten scheduling so the fallback does not have to fire. The forward-looking 2026 surface adds gap-prediction (using the current schedule and the historical demand pattern) so admins can recruit ahead of an anticipated gap.

Question 4

How is the SLA breach tracked?

Accepted Answer

Every match-state transition is instrumented; match p50 and p95 are computed over a rolling window. A breach is any match that exceeded 30 seconds end-to-end (intake submitted to confirmed doctor); the admin throughput dashboard surfaces the breach count per hour and per day. A sustained breach pattern surfaces as an escalations row with severity=high; resolution writes a row on the audit chain. The architectural decision is that the SLA is a measurable, externally-facing claim, not a marketing line.

Question 5

What types of escalation surface?

Accepted Answer

Three categories. Red flags (clinical) — patterns the deterministic red-flag pre-check or the triage agent escalated, where the patient has been routed to 112 plus a Doorcta consult; the admin's role is to confirm the routing and follow up. Match timeouts (operational) — consults that exhausted the 10-attempt reassignment ceiling; the admin's role is to staff up if this is a coverage problem or contact the patient if this is a recurring issue. Payment-hold failures (financial) — FastCredits hold attempts that exhausted the idempotent retry budget; the admin's role is to confirm the patient's account state with FastCredits.

Question 6

What does platform share mean?

Accepted Answer

The platform share is the percentage of each captured consult that the platform retains; the rest flows to the doctor through the (forward-looking) Provider Payouts service. Today the platform share is 12% of capture, audit-chained on apply — the cut is taken on the same FastCredits ledger row as the capture, with the residual posted as the doctor's net. The architectural decision is that the cut is visible on the ledger, not hidden in a separate accounting layer; a finance auditor reading the ledger can see every consult, the platform cut, and the doctor net in one place.

Question 7

When do payouts to doctors actually arrive?

Accepted Answer

After the dedicated Provider Payouts service ships in 2026. That service rolls up the captured-debit transactions into a daily statement, settles to the doctor's bank account on a configurable cadence, and reconciles any refunds against the same period. Today the data is in the ledger as one row per captured consult and is queryable through GET /v1/accounts/:id/transactions; the rolled-up settlement is what 2026 unlocks. The captured rows themselves are real — the doctor has earned the credits today; the cash settlement is what is forward-looking.

Question 8

Can I see why a consult was matched to a specific doctor?

Accepted Answer

Yes. The matcher surfaces the 5 factors on the patient's match-found card (specialty, urgency, rating, response, load); the same factor breakdown is queryable on the admin side via the consult's match-record. The architectural decision is that scoring is auditable — a finance-team-ready report or a regulator's question about routing can be answered with the actual factor weights from the actual scoring run. Re-tuning the BASE_WEIGHTS is a configuration change, not a redeploy of the matcher.

Question 9

What about a no-show or a quality dispute?

Accepted Answer

A no-show on the doctor side surfaces as a missed-request; the matcher reassigns immediately, the doctor's response-rate signal drops, and a sustained pattern surfaces on the admin's roster as an attention flag. A quality dispute on the patient side comes in through the post-consult rating (1-5 stars + optional free text); a sustained low-rating pattern surfaces on the admin's roster the same way. The free text is private to the doctor and the practice admin; the aggregate stars are public on the doctor's profile. Disciplinary actions (suspension, retraining) are admin-driven and audit-logged.

Question 10

How does this map to my practice's existing systems?

Accepted Answer

The integration shape is locked: doctor identities are FastLogin identities, captures and refunds are FastCredits ledger rows, clinical records are OneHealth records. A practice that runs its own scheduling system can read the FastLogin identity layer; one that runs its own EHR can read the OneHealth record layer; one that runs its own finance system can read the FastCredits ledger. The architectural decision is that Doorcta does not lock the practice's data into a Doorcta-specific schema — the data lives in shared Fastclinic primitives that other systems can interoperate with.

In flight	Waited	State
Cardiology · urgent	8s	in flight
Family Medicine · routine	3s	scoring
Pediatrics · routine	1s	queued

Roster, coverage, throughput, escalations, payouts.

1 · Doctor roster · verification states

2 · Coverage timeline · gap detection

3 · Throughput · live · SLA tracking

4 · Escalations · 24/7 oncall queue

5 · Payouts · breakdown · coming 2026

Roster grid · verification gate, today

Coverage timeline · gap detection, today

Throughput dashboard · SLA-tracking, today

Escalations queue · 24/7 oncall, today

Capabilities

Integrations

Compliance & safety

Plain answers