Request for Service (RFS) - Provider

When a Veteran has completed all authorized treatments in a referral—or their referral is approaching expiration—you may determine that continued massage therapy is clinically beneficial. In this case, you may submit a Request for Service (RFS) for additional treatment.

🕒 When to Submit an RFS

The Provider App will automatically prompt you to consider an RFS in the following scenarios:

• During the 10th appointment of a standard 12-treatment referral

• Earlier, if:

  • The referral is set to expire within 2 weeks

  • The patient has not yet completed all treatments

⚠️ Note: The RFS process is only a recommendation. Approval is not guaranteed and is solely determined by the Veteran’s VA care team, not Zeel.

✍️ What You’ll Be Asked to Provide

If you indicate that continued care is clinically appropriate, the system will prompt you to complete three key areas to generate the RFS:

1. Patient Goals

• Goals that have been met

• Goals that are still in progress

These help the VA team assess measurable clinical progress and remaining need.

2. Clinical Justification

You’ll specify whether continued treatment is needed for:

• Ongoing progress toward treatment goals
  OR

• Maintenance care to prevent regression of gains already made

3. Clinical Summary

Provide a narrative that includes:

• Functional improvements observed to date (e.g., mobility, pain reduction, reduced missed work)

• Clinical reasoning for additional treatment (e.g., potential for further improvement, risk of regression)

• Any complications or special considerations supporting continued care

💡 Best Practices for RFS Documentation

• Use objective measures and functional language (e.g., “Patient improved lumbar flexion by 25%”)

• Reference specific goals (especially those not yet met)

• Clearly outline the value of ongoing treatment—whether to build on progress or maintain outcomes

• Avoid general statements like “Patient wants more sessions”—instead focus on clinical necessity

🔒 Who Decides?

• Zeel does not determine RFS approval.

• Final decision is made by the Veteran’s VA care team based on the information you provide.

📝 Summary Flow