The Suspended Program Dash (SPD) status indicates a member has been clinically assessed as unable to safely participate in Vida's programs right now. Safety is our top priority, as telehealth isn't suitable for all conditions.
To confirm the SPD status: check for "SPD" in the Health Guide Platform (HGP), an inability to schedule with the RD, or a program status change in Admin. Always confirm the status before taking any action or escalating.
| Term | Definition | Outcome |
|---|---|---|
| Suspended | The member is temporarily moved to a special dashboard because they present an inability to safely participate in virtual care. They remain in the program but cannot engage with the care team. | The member could return to Vida once additional external treatment is completed and inclusion criteria are met. |
| Terminated | If the Suspension period exceeds 60 days (as of the first of any given month), the member is moved into the final termination process. | Program access ends. The member retains access to logged data and previous content but loses coach contact. |
Termination Communications Timeline
This process mimics our standard monthly termination flow. Notifications are automated and sent at the beginning and end of the month.
| Timing | Communication Method | Key Action Request |
|---|---|---|
| Beginning of Month | Email & Chat | Member is notified that their access will end on the last Friday of the month due to missing medical clearance. Action requested: Reply within 48 hours if they have documentation or plan to request it. |
| End of Month | Email & Chat | Member is reminded that access to the care team and messaging will end tomorrow. |
Agent Talking Points: Member FAQs
When a member contacts support, respond with empathy and consistent, pre-approved explanations. Do not deviate from these core messages.
| Member Question | Approved Agent Response (Focus on Safety) |
|---|---|
| "Why am I being terminated?" | "Based on our care team’s evaluation, we found that it would be unsafe for you to participate in virtual coaching and condition care at this time. Your regular doctor is best equipped to advise you on your complete care for certain conditions." |
| "How can I continue with Vida?" | "To restart your Vida program, we require a clearance letter from your doctor stating that it's safe for you to participate in a Vida telehealth program. Once we have that letter, we'll schedule a call with a Vida care navigator to determine the best program fit for you." |
| "My doctor says I'm cleared and I have the letter. What should I do next?" | "That's great news! The next step is to send a chat message in the app letting us know you are ready to re-enter the program. You will receive a response within 24 hours to officially initiate the referral process to return to Vida." |
Escalation and Internal Process
| Situation | Agent Action | Internal Review |
|---|---|---|
| Member is upset or demanding more details/clinical justification. | Immediately escalate the ticket to Tier 2. | The ticket will be forwarded to the Quality Assurance (QA) team for further review and response, ensuring clinical consistency and compliance. |
| Member contacts support with the required doctor's letter. | Guide the member to send the request via the app's chat function so the internal care navigation team can properly initiate the referral process. | Referral Process is initiated to approve re-entry. |
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