A Case is an actionable request or task that can be sent into a Team with high, urgent or normal priority for response. A member of the receiving Team can claim the Case, resolve it and engage in a 1:1 chat or call with the Case creator if needed.
👉 Example Scenarios
- A Clinician can send a Case to an Admin Team to assist with providing missing patient information or to schedule an appointment for a patient.
- A Technician is able to send a Case to a Clinical Team for review.
- A Referrer is able to send a Case to a Specialist Team to discuss patient results.
💡 For clinical use cases and workflows go to our Solutions Guide.
Case Workflow 🚀
-
Case Creation
The Case creator initiates a Case and sendd it to a Team (can also be sent to multiple Teams). -
Case Assignment
A member of the receiving Team can claim the Case or share it with another Team if additional assistance is needed. This can be done either before or after the Case has been claimed. -
Case Resolution
The team member who claimed the Case takes necessary actions to resolve it.
💡 Even if the Case is claimed, another Team member could take over and claim the Case.
-
Close Request
Once the Case is actioned, the Case claimer can send a close request to the Case creator, putting the Case in a "pending closed" state. -
Case Closure
The Case creator can either confirm to close it or reopen it if further action is needed
💡 If the Case creator doesn't close the Case within 7 days, the Case will be automatically closed unless the Case creator reopens it during this time.