Patient Reporting Appointment Injury

Use Case: The Patient writes into CS reporting that they were injured at/during a medical massage appointment or that they developed injuries following their appointment. For example, the Patient developed bruising after their treatment, or the Patient reported that their provider pulled their muscle or tweaked their back while delivering treatment.

Message to Patient: #patient-reporting-appointment-injury

Hello NAME,

Thank you for letting us know. We are escalating your report to our Trust and Safety team, who will contact you.

Actions:

• Escalate in #Trust-and-Safety in Slack.

  • Shortcut should auto-assign to their Kustomer, but ensure the ticket is in the Trust and Safety bucket.

• Notate ZCC with patient comments.