The technology driven CallHealth Services Rule Engine (SRE) determines the Most Appropriate Service Associate (MASA) as per requirements and/or on the basis of fair distribution principles the filtration process involves applying a set of rules to the universe of CallHealth associates in order to arrive at the MASA applied.

CallHealth deals with various categories of associates including Hospitals, Specialists, Imaging Centres, Diagnostics Centres, Fitness Centres etc. Hence we have defined a general set of rules, which are then customized and applied to each associate category if applicable.

The General Rules used by CallHealth are as below:

1. Serviceability
2. Cost
3. Reach
4. Availability
5. General Customer Rating
6. Fair Distribution

RULES APPLICABLE FOR ASSOCIATE CATEGORY - DIAGNOSTICS CENTRES:

For associate category Diagnostics Centre, the rules given below are applicable. These rules are applied for filtration in descending order.

1. Serviceability
2. Reach
3. Availability
4. General Customer Rating
5. Fair Distribution

The rule of Cost is not applicable for associate category - Diagnostics Centres, due to reasons described in Annexure B.

This filtration process is depicted visually on page 2

ANNEXURE A

Definition of Rules:

1. SERVICEABILITY: An Associate Diagnostics Centre should have the service sought by the customer in its portfolio of services. Example: If the customer requires CT Scan that a particular Diagnostics Centre does not have, that Associate will be regarded not capable of servicing the client. The Serviceability filter will filter-out that Associate Diagnostics Centre in determining an Associate for that customer.

2. COST: Not Applicable for this associate class, since we are offering standard rates for Diagnostics tests to the customer.

3. REACH: A classification of an associate based on the distance from the locality of client's home. Customer-reach falls under the following two categories,

1. Category A: Diagnostics Centres within 10 km of customer locality - where a locality is the area in which the customer resides.
2. Category B: Diagnostics Centres beyond 10 km of customer locality.

ANNUXURE C contains the list of 'localities' in Hyderabad

First preference is given to Category A, unless there is a short fall in the Fair-Distribution-Set of having at least two members in each category. Any shortfall in having the minimum set of associate Diagnostics Centres should be covered by expanding the reach distance and borrowing from Category B.

4. AVAILABILITY: This is about a service being available at the required point in time. Example: If a customer is to be tested on a specified day and time, the rule of a Diagnostics Centre having slots available for testing should be fulfilled.

5. CUSTOMER RATING: CallHealth encourages customers to rate their service experience with respect to each associate Diagnostic centre. Weighted averages of those Diagnostic centres are used while guiding the customers when they seek help in making a choice.

6. FAIR DISTRIBUTION: This criterion is about selecting a single Associate Diagnostics Centre from the Fair-Distribution-Set (FDS) as per Proportionality Principle (PP).

ANNEXURE B

How the Services Rule Engine (SRE) works

A .Customer Choice: The first and the most fundamental rule is that the choice of the customer - if he chooses to exercise it - determines the Associate Diagnostics Centre he goes to.

B .Waterfall Method: The number of 'Potential Associate Diagnostics Centre's keeps shrinking as the filtration happens from rule 1 to 4 in that order For example, if some of the associate Diagnostics Centres do not have the facility for the required test, the 'serviceability criterion' eliminates those Diagnostics Centres from the list. Also these rules are our general filtration rules and some rules may not apply to some categories of associates. For example , the next rule criterion - 'cost', is not applicable for the associate category of Diagnostics Centres, since currently CallHealth offers standard rates to the customer for Diagnostics services. This shortlisting process continues till rule four.

C. Customer Seeking Guidance (CSG): Rule number five is about the customer seeking guidance and wanting to make an informed choice. Remaining Associate Diagnostics Centres after applying rules 1 to 4 are ordered based on General Customer Ratings (GCR).

In case the customer has used one of the Associate Diagnostics Centre's services earlier, he would be first asked if he wants to choose the same doctor. Should the customer ask for an alternative, three top rated Associate Diagnostics Centres are then presented to the customer for a choice to be made. Customer would be presented with the next three rated Associate Diagnostics Centres and more if the first three are not sufficient.

Example: Say, the total number of Associate Diagnostics Centres (the number of Diagnostics Centres CallHealth has relationship with) is 50 in Hyderabad. After applying filtration procedures from rule 1 to rule 4, let us say, that the number comes down to 7. As per CSG rule, these Diagnostics Centres are ordered from 1 to 7 based on customer ratings. The highest-rated-Associate-Diagnostics Centres, say the one that is rated 4.5 on a scale of 5.0, gets ranked as number one. The least rated Diagnostic Centre, say the one that is ranked 3.6, gets ranked as number 7.

We are just launching our services and generation of statistically valid customer ratings will take some time, till we have a certain minimum number of customers who have rated an associate. In the interim, the selection and ordering of 3 diagnostic centres after applying rules 1-4 will be done by the system on a random basis.

When the customer is unable to make a choice or when he explicitly asks CallHealth to make a choice, the Most Appropriate Service Associate (MASA) will be selected from the Fair Distribution Set (FDS) following Proportionality Principle (PP).

D. Fair-Distribution-Set (FDS): When the customer leaves the choice to CallHealth, selection is made out of the limited Associate Diagnostics Centres left after applying rules 1 to 5, called the Fair-Distribution-Set. Generally speaking, FDS covers only those instances where the customers have not made a choice by themselves.

Example: While the total number of Associate Diagnostics Centres of CallHealth may be 50, after applying filtration rules 1 to 5, the FDS Associate Diagnostics Centres for a given transaction may be only 7.

E. Proportionality Principle (PP): The computer system automatically records the time of selection of Associate Diagnostics Centre for the customers. Therefore, the computer system is aware of last time that each of the members of the FDS served a customer. Each eligible member in the FDS is sorted based on its last selection time in a chronological order (earliest to recent with earliest at the top) and PP follows a simple method of selecting the Associate Diagnostics Centre that is at the top of this chronologically sorted list. Proportionality Principle follows a simple method of selecting an Associate Diagnostics Centre that served its Last-FDS-Customer- Earliest (LFCE).

Example: If Associate Diagnostics Centre 'A' served Last-FDS-Customer at 3pm yesterday, 'B' at 10am yesterday and 'C' at 11am today, 'B' gets selected because it served the Last-FDS-Customer-Earliest. It is to be noted that the customers that were served by the Associate Diagnostics Centres as chosen by the customers directly are disregarded for the purpose of applying Proportionality Principle.

Associate Having POP : When the choice is left to CallHealth, the general rule adopted is to give the associate Diagnostics centre, that has allowed us to set our Point-of-Presence in their premises (Associate having POP), twice the number of customers compared to associate Diagnostics centres where we do not have a POP co-located.

The computer system first determines if there is any Associate Diagnostics Centre having POP, among the FDS members. If there is none then proportionality principle is directly applied. If there is, then the system allocates twice the number of customer slots for this associate in the current cycle of selection. One Cycle of selection is defined as the filling up of all available slots for all associates.

Example: If associate 'X', 'Y', and 'Z' qualify and If Associate 'X' is co-located with our POP, then Associate 'X' would get 2 slots versus another Associate who has not co-located with us. So Associate 'Y' and 'Z' would get one slot each in this cycle. So in this cycle, a total of 4 slots have to be filled.

F. Most Appropriate Service Associate (MASA): The Selection Rule Engine (SRE) always selects a single Associate Diagnostics Centre driven by the rules and principles stated above. As the SRE is mostly driven by technology, there is minimal time and effort on the part of the Call Centre Officer (CCO) in gathering additional information. The average estimated time for determination of MASA is 1 or 2 minutes.

G. Confidentiality: The actual data of Associate Diagnostics Centres that determine the ordering of Associate Diagnostics Centres when the customer seeks guidance (CSG) or selection based on Proportionality Principle (PP) are closely guarded and kept confidential - only accessible to system administrators. Information can be furnished to respective Associate Diagnostics Centres on request to indicate their position vis-à-vis the general averages.

H. Transparency: In the spirit of transparency, CallHealth welcomes Associate Diagnostics Centres to bring up any deviations from the Selection Rule Engine criteria. A sub-committee that oversees application of Services Rule Engine will provide clarifications in an open manner, without compromising Associate Diagnostics Centre or Customer confidentiality. The sub-committee also takes corrective action to plug any deficiencies in the SRE or eliminate implementation gaps.

I. Stakeholder Engagement Centre (SEC): SEC hosts all the Selection Rules Engine (SRE) information for the Associate Diagnostics Centres to access at all times. This is viewed as an integral part of the Associate agreement with Diagnostics Centres. Services Rule Engine functioning is reviewed and updated periodically after taking into consideration any valid suggestions made by Associate Diagnostics Centres as stated above.