Second Triage
Every health-line call triaged twice; every mismatch reaches a doctor, every over-referral a price.
The job
Make the national health line both safer and cheaper: find calls that ended more mildly than what the caller described and get a doctor to each fast, find callers sent to the emergency department whose words were routine and price them, fix the protocol line behind each pattern, and prove neither error grew.
The moment
The meeting opens on Two Doors. 212 red walkers left through the paperwork door last month. The medical director taps one: a daughter renewing her father's insulin prescription mentions he has been confused and sweating since lunch. Calls like hers now reach the duty doctor within 15 minutes of hang-up; that one ended with an ambulance, and the welfare call heard he's home. Then the emergency door: 1,400 blue walkers a week, $1.1M a month, 60% from one adult-fever protocol line. She rewrites it in the room. Four weeks later referrals from the line are down 22%, the red walkers have not grown, and the verdict card reads safer and cheaper: $240K saved this month.
What it does
- Request a doctor callback
- Schedule a next-morning welfare-check call
- Override an urgency label
- Draft and approve a protocol or script change
- Pre-register the two-sided verdict
- Open a transcript
What you see
A Two Doors view of the triage-mismatch matrix (caller's words × how the call ended) with walkers turned around, a live doctor queue and a masked wall screen.
What it moves
Under-triage mismatches reaching a doctor within 15 minutes of hang-up, avoidable emergency referrals per week and dollars saved, with under-triage held flat per the two-sided verdict.
Built for
- Contact-centre operations
- Frontline staff
- QA, training & knowledge
- Finance
