PCC Patient Reaction After Nurse Leaves

Use Case:

• Patient Adverse reaction after Covid 19 vaccine appt (No nurse on-site)

Response:

• Severe Reaction:

  • Escalate to T&S then customize message appropriately for severe reactions/tone---then “A member of our Trust and Safety team will be contacting you. If you require urgent medical attention, please call 911”

• Minor Reaction:

  • Escalate to T&S and customize appropriately for minor reaction: Thank you, NAME, for making us aware of this. Please keep us updated if you require further assistance or need to speak with a member of the Trust & Safety team within Zeel. If you require urgent medical attention, please call 911”

Action:

• T + S calls patient, takes report Asks if they would like to speak to our medical doctor, sets up time for them. Also instructs patient to contact primary care physician. T + S notes for insurance files.

• If the information comes in from a live call and is answered by the vaccine coordinator team: Use the appropriate language to the left, and escalate to Trust and Safety immediately.