At Sofia Health, we are committed to maintaining high standards of service to ensure a positive experience for both providers and clients. Our Service Level Standards outline the expectations for providers on the platform to maintain quality, professionalism, and reliability.
1. Response Time
Providers are expected to respond to client inquiries within 24-48 hours. Timely communication helps build trust and ensures clients feel valued and supported.
2. Appointment Scheduling
Providers should offer a clear and convenient booking process, with availability that meets the needs of their clients. This includes:
- Confirm appointments within 24 hours of booking.
- Where possible, offer flexible scheduling to accommodate client preferences.
3. Quality of Services
The quality of services provided should meet or exceed client expectations. This includes:
- Providers must deliver services with the highest level of professionalism and expertise.
- Ensure that the quality of service remains consistent across all sessions and interactions.
4. Client Communication
Effective communication is key to a successful client-provider relationship. Providers should:
- Ensure clients understand the service details, including what to expect during sessions, pricing, and any follow-up required.
- Offer follow-up communication after sessions to address any questions or concerns the client may have.
5. Timeliness
Punctuality is crucial in maintaining client satisfaction. Providers should:
- Ensure all appointments start at the scheduled time.
- If a delay is unavoidable, inform the client as soon as possible and offer to reschedule if necessary.
6. Cancellation and Refund Policies
Providers must have clear, fair, and consistent cancellation and refund policies. These should be:
- Make sure clients are aware of the cancellation and refund policies before they book a service or buy a product. Here’s how to add your cancellation and refund policies.
- Apply these policies consistently across all clients, ensuring fairness and transparency.
7. Service Availability
Maintain a consistent presence on the platform by ensuring services are regularly available. If you need to pause services temporarily, update your availability and communicate with your clients.
8. Client Satisfaction
Providers should strive for high client satisfaction by:
- Encourage clients to provide feedback on their experiences.
- Use feedback to make continuous improvements to the services offered.
9. Compliance with Sofia Health Guidelines
Providers must adhere to all Sofia Health guidelines and terms of service, including those related to ethical practice and professionalism.
By adhering to these Service Level Standards, you help ensure that clients have a positive, reliable experience on Sofia Health, which in turn helps grow your practice and enhances the overall reputation of our platform.
If you have any questions or need further clarification on these standards, please reach out to our support team at profilesupport@sofiahealth.com. We’re here to help you succeed!