Brand Messaging

DO:

• The DispatchHealth tagline and descriptor can only be used exactly as written with appropriate R or TM marks and never used as a sentence or within a paragraph. When listed above a paragraph such as our boilerplate, they must be offset from the text in a different color or bolded.
• DispatchHealth should be title-capitalized and one word as written; it should never be abbreviated or shortened. Use our full name. Do not use DH or Dispatch.
• DispatchHealth is a legally protected trademark. As such, a ® is required following a piece’s first use of the DispatchHealth name.
• If a piece is two-sided or multiple pages, best practice is to include the ® mark with the first use of DispatchHealth, on each side.
• DispatchExpress should always be one word and title capitalized as written.
• Use “book an appointment” or “schedule an appointment” or “get care now” instead of “request a visit” or “request care” when giving patients instructions on using DispatchHealth
• Use “healthcare professional” instead of “provider” in materials that may be seen by non-medical service caregivers such as case managers, care managers, and staff.
• Only use “same-day care” when speaking about our urgent medical care at home (Acute Care) or imaging services
• The following words or abbreviations should always appear as written: healthcare professional (HCP), DispatchHealth Medical Technician (DHMT), net promoter score (NPS), caregiver
• The following words should be hyphenated when used as an adjective: same-day, next-day, on-demand, and in-home. (e.g. same-day, in-home care)
• Include our disclaimer on materials: DispatchHealth should not be used in a life-threatening emergency and does not replace a primary care provider. For life-threatening and time-sensitive injuries and illnesses, call 911 or go to the nearest emergency room. DispatchHealth complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. ©2023 DispatchHealth Management, LLC. All Rights Reserved.
  

DON’T:

• DispatchHealth should not be abbreviated or shortened. Do not use DH or Dispatch.

• Do not use urgent care, mobile urgent care, or in-home urgent care because it can undermine the complexity of our care and has regulatory implications in some states; urgent medical care is OK to use. The only exception is that urgent care can be used for online search terms and paid ads due to the nature of how consumers search for care.

• Do not use “emergency room replacement” or “ER at home” or “hospital at home” or “hospitalization in home” or “hospital care at home” or “SNF at home”; it is ok to use the word “alternative” when referring to our care services as an ER-alternative, hospital-alternative, or SNF-alternative.

• Do not focus on the negatives of ER or hospital experience because it can disparage our partner relationships

• Do not use “refer a patient” or “patient referral” in any materials or communications to healthcare professionals.

• Do not specify the exact care team members who come into the home because it varies by market, by partner, by service, and by acuity.

• Do not use “board certified” when referring to our providers (even though they are) in a broad platform like the website because certain states like Texas require the exact board name to be used which limits our ability to use the term generically

• Do not refer to DispatchHealth as offering care within an hour time window (e.g. 2 or 4 hours)

• Do not use ED when referencing the Emergency Room to consumers; instead, ER should be used.