Section · 7 guides
Customer Service
Handling Complaints & Drink Remake Policy
This quick guide outlines the expectations and standards for handling customer or Patient complaints and managing drink remakes. How we respond in these moments defines our professionalis…
GuideTaking Orders & Identifying Patient Appointments at the Counter
This quick guide highlights the key expectations and best practices to follow when taking a customer’s order and identifying Patients who may have an appointment. Because Patients receive…
GuideGreeting Every Guest
This quick guide highlights the key expectations aqnd best practices for how we greet every customer entering our coffee shop. The greeting sets the tone for the entire experience. Energy…
GuideInterpreter Services
Use this SOP to provide qualified interpreter services 24 hours a day for members who have limited English proficiency or need sign-language assistance. ☎ 24-Hour Interpreter Access Healt…
GuideCultural And Linguistic Services
Use this SOP to provide respectful, effective, and understandable care that meets each patient's cultural, preferred-language, health-literacy, and communication needs. Besa Health team m…
GuideSensitive Services And Minor Rights
Use this SOP to protect a minor member's right to obtain confidential sensitive services and to ensure Besa Health team members use the correct consent, access, communication, and documen…
GuideMember Grievance And Complaints
Use this SOP to recognize, document, and route member complaints and appeals without delaying the member’s right to seek review. A grievance may be written or oral, and staff must provide…