Patient Conduct

We know that each patient who turns to Solace for help has already endured so much, often on their own. Navigating countless health challenges can lead to frustration, disappointment, and anger; and that's only the tip of the iceberg. And understandably so! This is precisely why Solace was created: to help those who have been downtrodden by the healthcare system find the care they deserve. 

You deserve compassionate, caring support, and we are here to help, but to do so, we need your help in return. Here's how to best help us help you:

Keeping the conversation respectful:

• We kindly ask that any interactions with the Solace team (from the intake physician to your advocate to the customer experience team) be kind, courteous, and professional. In return, we will do everything we can to help improve your patient outcome!
• Please refrain from:
  • Using pointed profanity (swearing happens, and that's just fine, but please avoid the aggressive, targeted variety; we're all on the same team!)
  • Making politically charged comments. We are all-inclusive and welcome individuals from all walks of life as patients and employees. This is not the platform to share worldviews.
  • Aggressive behavior. Lead with hope & kindness- we're on your team!
• If a conversation begins to take a disrespectful turn, we will address the behavior and kindly request that it remain respectful. If it continues, we may be forced to discontinue the conversation. 

Attending appointments when scheduled:

• Please be present for your visits whenever scheduled, and provide as much advanced notice as possible if you're unable to attend. We're happy to help you reschedule.
• Showing up is one of the most powerful ways to move your health journey with Solace forward in a positive direction. 

Respecting your Advocates' boundaries:

• Please be respectful of the boundaries set by your advocate, and don't be afraid to set your own! Let them know what you need, what you hope for, and what you expect, and allow them to do the same. This is your ally.
• They are patients, too. And while advocates have dedicated themselves to this calling of service, they also require dedicated time with their families, time for their own health and wellbeing, and structured time with each patient they've stepped forward to help. 
• While your Advocate may be available in the moment for impromptu needs, this will not always be the case. To connect with them, please formally schedule a visit. Their calendars are in place with their current availability. If you don't see a date or time that works, reach out to them to let them know what you need and see if they can meet sooner. No harm in asking! But please respect their answer.
• If you are texting with your advocate, particularly after hours, know that they likely will not respond until they are back at work. Even during the day, they may not be able to respond immediately. Please be patient. They will respond as soon as they are able.