Member Experience (Pre-Session)

What You'll Learn

We'll share what expectation-setting information is presented to members prior to their Spring Health sessions and when/how it is presented.

How/where do we surface expectation-setting information to members?

Members are provided valuable information about their Spring Health membership, services, and policies through different channels, including:

• Email campaigns
• Registration flows within the Spring Health member portal
• Member support articles
• Appointment booking confirmation and reminder emails and SMS

What information do we surface to set expectations?

Some examples of expectation-setting Spring Health provides to members, in relation to sessions, include:

• Late Cancel/ No Show Policy
  • Members receive reminders about our late cancel and no show policies, both within product as well as in appointment booking and confirmation emails/texts
• State Licensing Requirements
  • Members receive reminders that in order to receive care, they must be located in the state their provider is licensed in. Reminders are surfaced via appointment booking and confirmation and reminder emails.
  • The reminder includes a link to a member support article which informs members of our late cancellation and no show policy 
  • If a member is not physically located in a state you are licensed in, you need to cancel the session as a client late cancel
• Prescribing Limitations for Controlled Substances
  • Upon scheduling a Medication Management appointment, members see an alert letting them know that Spring Health does not prescribe controlled substances via tele-health appointments due to federal and state regulations.
  • Members and providers are encouraged to discuss alternative medications for their situation.
• Preparing for the Session Environment
  • Upon appointment booking and via confirmation and reminder emails, members are encouraged to prepare for their appointment by finding a quiet, safe, distraction-free space and to prepare their tech ahead of time by testing their audio and video. 
    • As captured in our provider policy manual, providers should not meet with members while either party is in a motor vehicle unless it is parked in a known location (must be documented in session note) and the client confirms they have privacy for the session.
  • If a session needs to be cancelled due to the client being in a moving vehicle, privacy reasons, or tech reasons, you must cancel the session as a client late cancel.

Additional questions? Contact support