At present, Red Robin can triage (prioritise in order of urgency) cases that have been received via chat and the drop-in function. The triage order is based on the patient’s medical history, i.e. the symptoms the patient has described and the patient’s responses to the questions asked in the Red Robin chat.
The order of priority has been developed on the basis of accepted advice and medical assessment guidelines. It ranges from priority 1 (red = requires healthcare contact within 0 minutes) to priority 8 (white = self-treatment).
This triage system means that healthcare providers can get a quick summary of incoming cases and see the recommended order in which the cases should be reviewed. The patient cannot see what priority has been recommended, as that information is only visible to the healthcare practitioner.
However, any patients who, after describing their problems and answering questions in the Red Robin chat, are categorised as priority 1, 2 or 3, will see a stop sign in the application informing them that they should be aware and should promptly get in touch with a healthcare provider. Such patients can choose to continue to proceed in the app or call 111, but the app advises them to contact 999 if it is urgent.
In the case of patients classified as priority 4, the app displays a warning and the recommendation to contact healthcare services within 4 hours instead.
These stop signs increase patient safety and mean that healthcare professionals can feel more comfortable using Red Robin even at times when staffing is low and/or outside clinic reception hours.
NB: Red Robin does not handle cases automatically, but only offers recommendations that healthcare practitioners can use as a decision-making aid. For that reason, patients will not be suggested self-treatment as an option either.
Feel free to contribute your expertise!
By evaluating the triaging and outcome at the end of the chat consultation, you can help improve Red Robin’s accuracy over time. So, we would appreciate it if you could make it a standard part of your consultation routine to take the time to fill out these details every time.
At any time, you can also leave comments on the anamnesis and triage for a particular case, which are directly forwarded to Visiba's medical team.