T2: Suspected Substance Abuse/Intoxication without Incident

Use Case:

• (Example - After leaving the appointment, provider reports that patient appeared to be intoxicated)

Response: 

• To provider: We are disappointed to learn of your experience. Do you need to speak with the Trust and Safety team? Please block yourself from the customer and we will be taking appropriate action as well. 

  Kustomer shortcut: #T&S-Suspected-substance-abuse-WITHOUT-incident

   

  To customer/patient: We are disappointed to learn of your experience. We will not share your feedback with the provider, but will take appropriate action.

   
  (Tier 3 Escalation)
  If Client or Provider is reporting in live time, please escalate in Slack.

Action:

• If a provider or customer requests a call, Trust and Safety is to call and write a report following the T+S Call Protocol linked here.

   

  Provider reports: 

  Block provider from customer. Send to Trust and Safety Kustomer queue. T/S to determine if customer remains in network.

  Customer reports:

  Make sure the provider is blocked from the customer. Send to Trust and Safety Kustomer. Block provider from seeing the new appointment blast.
  

  (Tier 3 Escalation)
  If Client or Provider is reporting in live time, please escalate in Slack.