These best practices are designed to help clinicians thrive on Sesame—building trust with patients, maintaining smooth workflows, and creating a positive, repeatable care experience.
Delivering Excellent Patient Care
Bedside Manner
Compassion and professionalism define patient trust—especially in telehealth.
Dress and present yourself professionally.
Greet patients warmly and confirm their name and reason for visit.
Maintain eye contact, clear audio, and good lighting.
Speak clearly and avoid rushed or distracted tones.
Ensure all patient questions are answered within reason.
Handling Difficult or Escalated Patients
If a patient becomes frustrated or inappropriate:
Stay calm, de-escalate politely, and redirect them to Sesame Customer Support (support@sesamecare.com).
After the visit, notify Provider Success at doctors@sesamecare.com to report the behavior.
Clinical Notes
It is essential that you provide accurate and complete clinical documentation for each of your patients. Failure to do so may result in your profile being assessed by the Provider Review Committee and restricted from the platform. This is your independent practice, and as such, complete clinical notes are essential to best practice, and are how after visit summaries are generated. Additionally, patients use availability of after visit summary or lack thereof when reviewing you.
For further guidance, see Clinical Notes.
Newly Onboarded Providers: Profile Visibility
When starting out, it can sometimes feel tricky to amass a patient base and receive reviews. Here are a few tips to get your profile seen.
Availability & Pricing
On the Sesame platform, providers with the most availability and lowest prices will be shown to patients first. As such, it is beneficial to begin listing with moderate pricing and considerable accessibility to increase your patient number and ratings. You can always adjust availability and pricing later on through Sesame’s Provider Support. We advise that you stay within the price range recommended for each respective service offering. For further support, contact doctors@sesamecare.com.
Optimizing Your Profile & Services
Pricing: Set competitive rates that reflect your expertise and market norms. For guidance, contact doctors@sesamecare.com.
Profile presentation: Use a professional headshot. Optimize your bio for SEO and patient engagement by including your experience, education and degrees, any specialties or treatment focus areas, and philosophy of care.
Service offerings: Expand your range of services and consider adding subscriptions (e.g., Everyday Rx, Success by Sesame) to grow recurring patient relationships. Reach out to Provider Success to learn more about additional service options.
Booking settings: Update your booking settings to allow for more last-minute bookings. This improves your visibility in patient search results.
Managing Visits Effectively
Availability & Scheduling
Keep your calendar current and accurate.
Offer same-day or next-day availability when possible.
Avoid cancelling visits unless absolutely necessary.
ID Verification
Verify patient identity at the start of each visit using a government-issued ID.
Confirm birth date and location if clinically relevant.
Reporting Visit Issues
Use the Flag Visit function when you encounter technical issues or clinical barriers.
Unable to Treat: patient booked the wrong service or visit type.
Technical Issue: visit disrupted by connection or platform errors.
For more information on how and when to flag a visit, see Flagging a Visit.
Building Patient Loyalty
Driving Positive Reviews
Patients are more likely to leave positive feedback when they:
Feel heard and understood.
Receive prescriptions and documentation on time.
Experience clear communication and professional presentation.
Post-Visit Follow-Up
Invite patients during their first visit to schedule an appropriate follow-up.
Send prescriptions, orders, or documentation promptly to maintain continuity of care.
Optimizing Your Profile & Services
Pricing: Set competitive rates that reflect your expertise and market norms. For guidance, contact doctors@sesamecare.com.
Profile presentation: Use a professional headshot. Optimize your bio for SEO and patient engagement by including your experience, education and degrees, any specialties or treatment focus areas, and philosophy of care.
Service offerings: Expand your range of services and consider adding subscriptions (e.g., Everyday Rx, Success by Sesame) to grow recurring patient relationships. Reach out to Provider Success to learn more about additional service options.
Booking settings: Update your booking settings to allow for more last-minute bookings. This improves your visibility in patient search results.