We use structured prioritisation methods to ensure urgent cases are escalated first, while routine or administrative queries are managed efficiently. Our capacity allows us to handle peak time surges, ensuring no patient with urgent needs experiences excessive delays.

Yes. During onboarding, we map out your existing triage processes, escalation rules and care navigation pathways. Our call handlers operate strictly within these guidelines to ensure consistency with your in house team.

Absolutely. We manage non clinical triage (admin queries, prescriptions, appointments, registration) and can also support clinical triage by escalating appropriate cases directly to your duty doctor, ANP or triage team, following your exact protocols.

Yes. All team members receive extensive training in red flag recognition, clinical risk awareness, safeguarding and escalation procedures. This ensures urgent concerns such as chest pain, breathing difficulties or severe mental health issues are handled safely and immediately.

Our trained call handlers follow structured triage pathways aligned with NHS guidance. We identify the patient’s need, assess urgency and determine the safest and most appropriate next step, whether that’s booking an appointment, signposting to another service, or escalating to a clinician.