One protocol, every channel
Calls, portal messages, SMS replies and web forms enter the same decision tree. A patient who describes chest pain in a portal message gets the same pathway as one who says it on the phone.
Use case · Intelligent Triage & Routing
The right destination, decided on the first sentence.
Clinical triage against your own protocol, applied to every inbound contact — phone, portal message or web form — and routed to the pathway, the team and the timeframe your policy says it belongs in.
- 99.8%
- Agreement with clinician review
- 6x
- Faster to the right destination
- 0
- Unrouted contacts at end of day
In the product
Triage — inbound queue
RoutingPortal message 08:14 · Kevin M. · 46 · matched
Caller
Right calf has been sore and swollen since Friday, flew back from Boston on Thursday night. Warm to touch.
Primum
Thanks Kevin. Two quick questions: is the swelling in one leg only, and are you short of breath at all?
Caller
One leg. Breathing is fine.
Coded: unilateral calf swelling · recent long-haul travel · no dyspnoea
Threshold: Wells criteria ≥ 2 → same-day clinical assessment, DVT pathway
Primum
I'm booking you into a same-day assessment this morning and flagging it to the duty clinician. If you become short of breath or get chest pain before then, call 999.
Decision record
- Channel
- Portal message
- Coded findings
- 3 · SNOMED CT
- Acuity
- Band 2 — same day
- Pathway
- Suspected DVT
- Destination
- Duty clinical queue
- Clock
- 01:47 remaining
Routed 08:15 · triage note filed · reviewer Dr Cassidy notified
Overview
Most mis-routing is not a clinical error. It is a queueing error.
- One protocol applied identically to phone, portal, SMS and web form.
- Routing is by acuity and skill mix, not by whoever happens to be free.
- Every decision is explainable: the answers, the codes, the threshold that fired.
A contact arrives, somebody who is not a clinician has to decide what it is, and the safe answer is always 'put it on the doctor's list'. So the list grows, urgent things sit behind routine ones, and the patient who needed a same-day call gets rung back on Thursday.
Primum applies the actual protocol — your acuity thresholds, your pathways, your escalation rules — to every contact on every channel, and routes on the result. Acuity goes to the front. Administrative work never reaches a clinical queue at all. Every decision carries the reasoning, the codes and the evidence that produced it, so a supervising clinician can audit any of them in seconds.
Capabilities
Triage that holds up on a Monday
The test of a triage system is the two hours when everything arrives at once. These are the parts that carry that load.
Acuity sets the queue order
Emergency, same-day, 72-hour, routine and administrative are separate destinations with separate clocks. Nothing urgent waits behind something routine because it arrived second.
It shows its working
Every routed contact carries the questions asked, the answers given, the coded findings and the exact threshold that fired. A supervising clinician can agree or override in one screen, and overrides feed back into review.
Routed to the right skill
Pharmacist, nurse practitioner, physiotherapist, care coordinator, GP. Routing reads the skill mix and the rota, so the contact reaches somebody who can actually close it.
How it works
One contact, one destination
The same path whether it arrived as a ninety-second call or as three lines typed into the portal at midnight.
- Arrives
- Decided
- Done
- Returned
01
Contact arrives
Phone, portal, SMS or form, normalised into one intake with the patient matched and the record open.
Omnichannel intake
02
Protocol applied
Your triage questions asked or extracted, symptoms coded, and every red flag and threshold in the set evaluated against the answers and the chart.
SNOMED CT + red-flag set
03
Acuity assigned
A band, a timeframe and a destination team, with the reasoning attached. Borderline cases are deliberately banded up, never down.
5-band acuity
04
Routed and clocked
Delivered to the destination queue with a countdown against your policy, and to the chart as a triage note. Breaches escalate before they happen, not after.
Queue + SLA timer
01
Contact arrives
Phone, portal, SMS or form, normalised into one intake with the patient matched and the record open.
Omnichannel intake
02
Protocol applied
Your triage questions asked or extracted, symptoms coded, and every red flag and threshold in the set evaluated against the answers and the chart.
SNOMED CT + red-flag set
03
Acuity assigned
A band, a timeframe and a destination team, with the reasoning attached. Borderline cases are deliberately banded up, never down.
5-band acuity
04
Routed and clocked
Delivered to the destination queue with a countdown against your policy, and to the chart as a triage note. Breaches escalate before they happen, not after.
Queue + SLA timer
Benefits
What a correctly ordered queue is worth
Routing well does not just save time. It changes which patients get seen first.
The clinical list stops growing
The administrative contacts that were defaulted onto a doctor's list — around half of them in most practices — never enter it.
Same-day means same day
An acuity band with a clock attached is a promise the system can keep. Breaches are visible before the deadline rather than counted afterwards.
Defensible by design
Every triage decision has a transcript, coded findings, the threshold that fired and a named reviewer. That is the record a complaint or a claim is answered with.
In practice
Four contacts, four different clocks
All arriving inside the same twenty minutes on a Monday.
Calf pain after a flight
Same-day, DVT pathwayUnilateral swelling plus recent long-haul travel crosses the threshold. Routed to the same-day clinical queue with a two-hour clock and the pathway attached.
Portal message at 23:50
Routine, 72 hoursThree lines about a rash that has been there a fortnight. Coded, banded routine, and photographs requested overnight so the clinician sees them with the message.
Sick note request
AdministrativeNever touches a clinical queue. Routed to admin, drafted against the record, and placed on the GP's signature list rather than in their inbox.
Child, 7 months, febrile
Emergency bandAge and temperature together escalate immediately. Emergency advice is given on the call and the duty clinician is paged before the caller hangs up.
Read next
- After-Hours CoverageEvery call that lands between the last clinic and the first one is answered, triaged against your protocol, and either resolved or escalated to the person actually on call — with a note waiting in the chart by morning.Open
- Patient IntakeRegistration, history, medications, allergies, consent and insurance collected in conversation ahead of the visit — coded, verified and written into the record, so the appointment starts with the examination.Open
- Task ManagementResults to action, letters to file, forms to complete, calls to return. Every task created, prioritised, drafted and routed — with the ones a person must sign arriving ready to sign.Open
Audit us against your own triage
Give us a week of contacts your clinicians have already triaged. We will run the protocol over the same set and hand you a line-by-line comparison — agreements, disagreements, and every case where we banded up.