What is Triage by Proxy?
With Triage by Proxy, healthcare professionals can support patients who have difficulty using digital tools by guiding them through the triage process in Visiba Triage. This ensures that all cases, regardless of the patient’s digital competence, receive the same high-quality triage and structured decision support. The case is initiated directly from the healthcare provider’s interface and can be used during phone calls or home visits. The healthcare professional does not need medical training to assist the patient through the triage, and the case is handled within the same flow as other cases.
To use this feature, it must be enabled in your organisation’s Visiba Triage setup. If it is, you’ll see the “New patient case” button in your messaging inbox. For activation inquiries, contact support@visibacare.com.
How to Start a Triage by Proxy Case
- Navigate to messages: Click Messages in the main menu.
- Start a new case: Click New patient case at the top of the page. If you don’t see this option, Triage by Proxy isn’t enabled in your organisation.
- Select clinic (if applicable): If multiple clinics are available, select the one where the case will be submitted.
- Enter NHS number: Input the patient’s NHS number and click Continue to do a PDS search.
- Verify patient details: Check that the patient information is correct and click Start medical questionnaire.
- Complete the questionnaire: Guide the patient through the questions, ensuring responses are recorded accurately in their own words. Do not assume answers—always confirm with the patient.
- Submit the case: Once complete, submit the case. The system will record who submitted the case and register it in the inbox for further review by another team member. Please reach out to your practice manager or relevant personnel to follow internal work procedures.
Known issues and limitations
- Inappropriate questions: Some questions may not be suitable for phone-based triage. Do your best to capture the most relevant information from the patient.
- Additional information overload: Patients may provide more information than can be accommodated within the device. Take this into consideration when conducting the assessment to ensure an accurate evaluation.
- Image upload: If the system requires an image, and you cannot collect one, skip the question. Be aware that the lack of an image may affect the assessment.
- Caller acting on behalf of someone else: If the caller is acting on behalf of another individual, ensure that the patient details are accurately filled in the system. Make a note in the system if the caller is not the actual patient to maintain proper documentation.
- NHS Number requirement: Note that an NHS number is required to use the triage by proxy flow. Ensure that this information is collected from the patient or caller before proceeding with the assessment.
Risk management guidelines
- Clear communication: Communicate clearly with patients or callers about the limitations of remote triage and the need for accurate information.
- Documentation: Record any deviations, such as skipped questions or if the caller is not the patient.
- Clinical judgement: Use your clinical judgement to account for gaps in information when conducting remote triage.
- Continual monitoring: Continuously monitor and evaluate the effectiveness of the Triage by Proxy feature, making adjustments as needed to mitigate risks and enhance safety.