Scheduling & Availability Expectations

An availability During Matching & Assignment

Timely connection between patients and doulas is essential to patient trust, continuity of care, and Raya Health's access standards. As part of professional responsibility, doulas are expected to be responsive during the patient–doula matching process.

Matching Response Requirement

WHE new patient match request is sent through the Raya platform:

• Doulas must respond within 12 hours to confirm availability, otherwise Raya may move on to the next option(s)
• Responses may be to accept or decline the assignment
• This allows Raya Health to meet the service goal of patient requests to a doula match within 24 hours

Reassignment if No Response

• If no response is received within 12 hours, the patient may be reassigned to another available doula
• Reassignment is not punitive and does not reflect performance concerns
• This safeguard ensures patients are not delayed in receiving care

Doula Responsibilities

To support timely and equitable access to care, doulas are expected to:

• Keep the availability status current in the Raya platform
• Monitor Raya notifications during active work periods
• Communicate planned unavailability in advance
• Respond promptly to match requests, even when declining an assignment

Why This Matters

• Early connection improves patient engagement and trust
• Delays increase the risk of patient drop-off
• Responsiveness supports equity, access, and continuity goals
• Clear expectations protect patients, doulas, and the care team

If you are unable to respond reliably within this timeframe, please notify Raya Health leadership so availability can be adjusted accordingly.