Quick question: how are teams handling patient-reported adverse events that come in via portals or voicemail after hours to ensure nothing safety-critical slips? We’ve been piloting a 24/7 triage line since June and cut time-to-first-assessment from about 18 hours to about 6, but I’m still concerned about non-serious events escalating over weekends — what workflows or tools have helped you close that gap?
We layered a keyword-trigger IVR onto the after-hours line plus a safety-check SMS: if someone says ‘chest pain’/‘trouble breathing’ or replies ‘worse’, it pages the on-call RN; everything else lands in a queue with a 12‑hour SLA and a Saturday 10 a.m. sweep. Small caveat: we had noise until we added a quick confirm prompt. Do you have SMS enabled for portal users after hours?
@anderson19 > had noise until we added a quick confirm prompt. Do you have SMS enabled for portal We paired that with an age-based rule: if a symptom report sits unread for 2 hours or is marked “worsening,” it auto-converts to STAT and pages the pool; small caveat — false positives dropped only after we added a 9a/3p sweep on weekends. Does your portal support age-based routing?