Turn patient crises into structured, manageable workflows

No. It covers the full range of unplanned patient contact, from urgent appliance failures through routine fitting concerns and discomfort reports to pre-treatment enquiries from people not yet under your care. Each category carries its own urgency setting and response expectation, so a debonded bracket and a general question about wear time are not treated identically. That distinction is the point: without it, everything arrives as an undifferentiated phone call and gets handled in whatever order it happens to ring.

No. The triage form is a public page requiring no login at all. This is deliberate rather than an oversight: the patient most likely to need it is stressed, possibly in discomfort, and often using a borrowed or unfamiliar device without their credentials to hand. Any login step at that moment produces a phone call instead of a structured submission, which defeats the purpose of having the form. Removing the barrier is what makes patients actually use it.

Yes. Every category in the triage tree defines its own required and optional images, so a broken brace submission asks for different photographs than a retainer fitting concern would. Asking for the right images at the point of submission is what allows a clinician to make a judgement without a further exchange. Generic photo requests tend to produce images that show nothing useful, and the practice ends up going back to the patient anyway.

Notification is sent the moment the form is submitted, so the clinician sees the issue without waiting for reception to take a message and pass it on. Removing that relay step matters for two reasons. It shortens the time to a decision on genuinely urgent cases, and it stops clinical information degrading as it is retold — the clinician reads what the patient actually wrote and looks at the photographs the patient actually submitted.

A patient record is created for them automatically, tagged with the issue type and where the submission came from, so the contact is captured rather than lost. If they indicate they are not currently in treatment, they can be routed towards assessment information and treated as a prospective lead instead of a support case. This turns a category of contact most practices simply absorb as noise into a tracked enquiry that someone owns.

Yes. Administrators can create, rename, reorder and manage triage categories, sub-categories and their photo requirements for their own practice, with no developer involvement and no support request. This matters because triage categories reflect how a specific practice actually works — which appliances it uses, how it words things for its patients, and which issues it wants escalated. A fixed category list imposed by the software would be wrong for most practices within weeks.