Specialty · Behavioral Health
Intake, screening and between-session contact for behavioral health — with validated instruments scored live, risk escalated the moment it appears, and a human clinician always one step away.
In the product
Behavioral health intake — call 3318
EscalatingInbound 15:12 · self-referral · PHQ-9 in progress, item 9 of 9
Primum
And over the last two weeks, how often have you been bothered by thoughts that you would be better off dead, or of hurting yourself in some way?
Caller
More than half the days, I suppose. It's been in my head a lot this week.
Item 9 positive → PHQ-9 suspended · C-SSRS opened · clinician queue alerted
Primum
Thank you for telling me that, it matters. I'm going to stay with you and I'm bringing one of our clinicians onto the call right now. Have you had any thoughts about how you might act on that?
Caller
No. Nothing like that. I just think about not being here.
Ideation without plan or intent · protective factor: children at home · warm transfer connecting
Risk record
Clinician holding call · safety plan in progress · record segmented
Overview
Someone rings on the day they have decided to ask. They get a voicemail, or a form, or a date six weeks out, and the moment passes. Behavioral health referrals fail at the front door more than anywhere else in medicine, and it is almost never a clinical failure — it is a scheduling and a follow-up one.
Primum holds that front door open. Intake and screening are conversational, so PHQ-9, GAD-7 and your own instruments get completed rather than abandoned. Risk language is detected continuously, not at the end of a form, and any disclosure hands the caller to a live clinician immediately. Between sessions, contact keeps going: check-ins, medication tolerability, and a reminder that somebody is expecting them.
Capabilities
Everything else in this specialty is downstream of getting risk right.
Suicidal ideation, self-harm, intent, means or a plan halts the script immediately. C-SSRS is worked through, crisis resources are given verbatim, and the caller is transferred to a clinician on the same call — never asked to wait for a callback.
PHQ-9, GAD-7, AUDIT-C, ACE and your own measures asked in conversation rather than presented as a questionnaire. Scores are calculated live, banded, trended against previous administrations and written to the chart.
Check-ins between sessions, tolerability calls after a medication change, and gentle re-engagement for patients who have missed two appointments — the window in which most people disengage entirely.
Behavioral health records are segmented, with stricter disclosure rules and separate consent. Transcripts stay in your sovereign tenancy, and nothing is used to train anything.
How it works
The screening path and the risk path are evaluated on every single turn, not in sequence.
01
Patient reached or calling in, identified, and told plainly what the call covers and what happens with what they say.
Consent stated
02
Instruments administered conversationally, responses coded, totals computed and banded against your thresholds as the conversation goes.
PHQ-9 / GAD-7 live
03
Every utterance checked for ideation, intent, means and protective factors. Any positive finding stops the script and opens the C-SSRS pathway.
C-SSRS pathway
04
Warm transfer to a live clinician on risk; otherwise the appropriate level of care is booked and the scored record is filed.
Warm transfer / booking
01
Patient reached or calling in, identified, and told plainly what the call covers and what happens with what they say.
Consent stated
02
Instruments administered conversationally, responses coded, totals computed and banded against your thresholds as the conversation goes.
PHQ-9 / GAD-7 live
03
Every utterance checked for ideation, intent, means and protective factors. Any positive finding stops the script and opens the C-SSRS pathway.
C-SSRS pathway
04
Warm transfer to a live clinician on risk; otherwise the appropriate level of care is booked and the scored record is filed.
Warm transfer / booking
Benefits
Access and continuity are the two things this specialty loses patients on.
Calls are answered on the day the person decided to make them, in their own language, at any hour. That single fact changes how many people reach a first appointment.
Instruments completed at every contact produce a trend line rather than a baseline score and silence. Clinicians can see deterioration between sessions.
Scoring, screening and re-engagement calls stop consuming clinical hours that were meant for the people already in treatment.
In practice
Including the one the whole safety case exists for.
PHQ-9 item nine returns a positive. The instrument is abandoned, C-SSRS opens, crisis numbers are given, and a clinician is on the line before the minute is out.
GAD-7 of 16, no risk indicators. Stepped-care level determined, a slot booked inside the week, and the scored intake sent ahead to the therapist.
Nausea and early-morning waking reported. Coded and routed to the prescriber with the dose and start date attached.
Called without judgement, the barrier turns out to be childcare, and an evening slot is booked instead.
Ask us to demonstrate the risk pathway before anything else. We will run disclosures of every kind through it and show you exactly what is said, how fast a clinician is reached, and what lands in the record.