Claiming, Triaging & Closing Cases

After a Case is created, all members of the receiving Team are notified of the incoming Case and its priority. A member can then claim and action the Case, or if additional support is needed, triage it with other Teams

On this page: 

💡 Good to know...

  • All Team members receive notifications of the incoming Cases (unless notifications were turned off by the individual member)
  • The Team Chat also functions as an Activity Log, recording details like Case views, read-receipts with timestamps, and who has claimed the Case.


👇 Claiming a Case

  1. Navigate to the Team that received the Case and go to the Case ‘inbox’ on the left hand-side. Unclaimed and most recent Cases appear at the top of the list
  2. Click on the Case to open it. Alternatively, you can also access the Case from the Team Chat by clicking on View

💡Attach labels to the Case for easy filtering in the Case list, allowing you and your team to group and search for specific Cases.

3.  After accessing the Case, you have the option to claim and action it or forward it to another Team for assistance (see Triage Case below)

4. Within the Case, you can engage in a direct conversation with the Case creator and respond to their request in the Case message thread.

5. You can also access the Patient Card (if there is one attached), or add any requested media or files by using drag and drop or the three dots.


👇Triaging a Case

1. If you need additional assistance from a specialised Team, you have the option to share the Case with another Team.


2. Request Response: If you need a specific team member to take action on the case or bring it to their attention, you can use the "Request Response" feature under Options (top right). 

When you select "Request Response," the Team member will receive an immediate notification indicating that their attention is needed. To ensure a timely response, the notification will remain unread until they have responded to the Case.



👇Abandoning a Case


  1. If you’ve claimed a Case but are unable to proceed with it, you have the option to abandon a Case resetting its status to ‘unclaimed’
  2. This action notifies the Case creator and your Team members enabling someone else in the Team to claim and action the Case

💡 Even if a Case is in a 'claimed' status and hasn't been abandoned, other members of the Team can still claim it. All activity is logged in the Case chat.




👇Closing a Case


1. Once the Case has been actioned, make sure to close the Case. This will send a close request to the Case creator. The Case creator will then have the option to confirm the closing of the Case or reopen it if further information or assistance is needed.

💡Requesting to close Cases is an important step for two reasons:

    1. Informs the Case creator that the necessary work is complete.
    2. Maintains a smaller Case list making it easier to keep track of remaining Cases.


2. Auto-close of pending Cases

  • If no action is performed by the Case creator, the Case will be automatically closed after 7 days:
    • A message for auto-closure will be lodged in the Team and Case chat.
    • A countdown will be visible for the Case creator in the Case.

auto close cases-1