T3: Provider Reporting Poor Hygiene

Use Case:

• A provider reports that a patient or wellness customer has excessive body odor, does not bathe regularly, or otherwise has extremely poor hygiene.

Response:

• IF REPORT IS ABOUT A VA PATIENT
  Thank you for making us aware of your concerns regarding FIRST NAME LAST INITIAL. We will ensure that upcoming appointments are canceled and proper action is taken for the patient. Zeel fully supports your decision to cancel an appointment or have a patient reassigned for any reason.
  
  Please let us know if there is anything we can do to further support you.

• IF REPORT IS ABOUT A WELLNESS CUSTOMER
  Thank you for making us aware of your concerns regarding FIRST NAME LAST INITIAL. We will ensure appropriate action is taken and that the client is blocked from your account. As a reminder, Zeel will always support your decision to cancel an appointment if you feel unsafe or uncomfortable for any reason.
  
  Please let us know if there is anything we can do to further support you.

Action:

• Flag to Trust and Safety in Slack.

• If Wellness Network, cancel appointments within the next 24 hours and block the customer's account. Appointments scheduled more than 24 hours out may be canceled after T&S review.

• If VA Medical, cancel upcoming appointments and block the provider from the patient's account. Referral may be returned following TS review.