T3: Report of Injury
Use Case:
Client or patient reports an injury from/following a massage appointment.
Response:
CS-Transfer-To-T&S-Patient-Reports-Injury Hello, Thank you for contacting us and reporting the pain you are experiencing. We have shared your message with Zeel’s Clinical and Trust & Safety teams for review. We have temporarily paused your upcoming massage appointments while you contact your referring physician to discuss your symptoms and determine whether massage should continue at this time. If your pain is severe or worsening, please seek prompt medical attention. If you believe you are experiencing a medical emergency, call 911. CS-Transfer-To-T&S-Client-Reports-Injury Hello, Thank you for contacting us and reporting the pain you are experiencing. We have shared your message with Zeel’s Clinical and Trust & Safety teams for review. We have refunded your account in the amount of XXX. If you believe you are experiencing a medical emergency, call 911.
Action:
Reminder: Do not answer questions about whether or not we cover medical claims, Zeel insurance, etc.
If the client/patient requests a call: Trust and Safety is to call the provider and create a report following the T+S Call Protocol linked here.
If a client/patient asks questions regarding these topics while on a phone call: I am not the best person to answer that particular question for you. Let me get you to the right person.
Confirm # and email before hanging up.