Corrections Policy

How to report an error

Send corrections to the BioTB clinical editorial team at clinical-editorial@biotb.com. Every report is logged and read by a person. You do not need an account, and you do not need to be the provider concerned: some of the most useful corrections come from patients who arrived at a clinic and found the timings had changed.

If your concern is a complaint about how BioTB has handled your data or a previous report, rather than a factual error, use the grievance redressal process, which has its own legally defined timelines.

What to include in your report

A report we can act on quickly usually contains:

1. The page link, for example the doctor profile, hospital page or condition guide.
2. The exact text or field that is wrong, such as "OPD timings", "consultation fee" or a sentence in a guide.
3. What you believe is correct.
4. A source we can check: the hospital's official doctor page, a hospital notice, a published clinical guideline or a peer-reviewed paper. For clinical content, a citation is far more useful than an opinion.
5. Your relationship to the information, for example patient, the doctor concerned, or hospital staff.
6. How to reach you if we need to clarify, and if you would like to hear the outcome.

Please do not send prescriptions, test reports or other personal health records with a correction. We do not need them to check a public fact, and keeping them out of email protects your privacy.

How we prioritise reports

Each report is placed in one of three categories when it is logged:

1. Critical clinical or safety errors

Anything that could lead a patient to harm: an incorrect medicine dose or interaction, a missing emergency warning sign in a condition guide, advice that contradicts current guidelines, or a hospital shown as offering 24x7 emergency care that does not. These go straight to a clinical reviewer and, where needed, to the Medical Advisory Board.

2. Factual provider data

Errors in the facts on a profile: consultation fees, OPD days and hours, hospital affiliation, designation, qualifications, years of experience, phone numbers, location or accreditation. For example, if a consultant has moved from one Delhi hospital to another, or a Lucknow hospital has revised its OPD fee, the profile is checked against the hospital's current official information and updated.

3. Typos and presentation

Spelling, grammar, broken links, formatting and wording that is accurate but unclear. These matter for trust, and we fix them, but they are scheduled after the first two categories.

Our target timelines

These are the commitments we work to, counted from the day we receive a complete report:

• Acknowledgement: we aim to acknowledge every report within 2 working days.
• Critical clinical or safety errors: we aim to correct the content, or temporarily withdraw it pending review, within 2 working days.
• Factual provider data: we aim to verify and update the profile within 7 days.
• Typos and presentation: we aim to fix these within 14 days.

Some reports take longer because the source has to be confirmed with the hospital or the evidence is contested. When that happens we tell the person who reported it, and for a safety concern we may add a visible note to the page while the review is in progress.

How corrections are shown

We correct openly. Depending on the kind of change:

• Every correction updates the page's "last reviewed" or "last verified" date, so you can see when its facts were last checked.
• Material clinical corrections to a condition guide, such as a change to a recommended test, a treatment option or a warning sign, are noted on the page itself with the date and a short description of what changed.
• Provider data corrections update the field and its source citation, so the profile shows which official source the corrected fact came from and when it was checked.
• Typos and formatting fixes are made without a separate note.

How sources are recorded and dated is described in our sources and data methodology, and the wider review cycle for clinical content in our editorial policy.

How the TrustScore™ is recomputed after a correction

The BioTB TrustScore™ is calculated only from the facts on a profile, using six weighted signals described on the TrustScore™ ranking index page. Because the method is deterministic, the same facts always give the same score, and a corrected fact flows through automatically:

• Correcting a doctor's qualifications, years in practice or designation can change the credentials or experience signals.
• Adding published OPD timings or a consultation fee can change the access and transparency signal.
• Correcting a hospital's accreditation or bed capacity changes that hospital's score, and also the hospital standing signal of every doctor attached to it.
• Because doctors are ranked against others of the same specialty in the same city, one corrected score can move neighbouring ranks too.

We never adjust a score by hand. If a provider believes its score is wrong, the remedy is to show us which underlying fact is wrong, not to ask for a different number.

Provider profile update requests

Doctors, hospitals, clinics, AYUSH centres and labs can ask us to update their profiles by writing to clinical-editorial@biotb.com. To protect patients from inaccurate or self-promotional changes, every requested change needs evidence we can check independently:

• OPD timings, fees and contact details: the hospital's official web page showing the new details, or confirmation from an official hospital email address.
• Hospital affiliation and designation: the doctor's profile on the hospital's official website, or written confirmation from the hospital on its letterhead or official email.
• Qualifications, fellowships and training: a copy of the relevant degree or fellowship certificate, or the awarding institution's public record.
• Accreditations (NABH, NABL, JCI): the accrediting body's public record or the certificate, showing the current validity period.
• Procedures, conditions treated and departments: the hospital's official department or doctor page.

Requests are checked using the same process described in our verification methodology. We may contact the hospital directly before making a change. Supporting documents are used only to verify the request.

What we will not change

Some requests are outside what a correction can do, whoever makes them:

• Verified patient reviews a provider dislikes. A review that meets our patient review policy stays published even if it is critical. Providers can post a factual reply instead. Reviews that break the policy are handled under that policy, not this one.
• Rankings on request. We do not move a provider up or down because they ask, and rankings cannot be bought. Our advertising and editorial independence policy explains why.
• Accurate facts a provider would rather hide, such as a published fee or an accreditation that has lapsed, as long as the source is current.
• Clinical content on the basis of preference alone. Changes to condition guides need evidence, not a different opinion about which treatment is best.

Frequently asked questions