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Read MoreSmartCare Triage Transformation
Protocol-Driven Patient Triage from the Very First Call
How a healthcare organization achieved 95% protocol adherence with an intelligent clinical triage platform
The Challenge
A growing healthcare organization managing high volumes of patient calls across multiple states relied on manual, nurse-led triage processes that varied based on individual experience and judgment. Call documentation was often inconsistent, escalation decisions lacked standardization, and onboarding new staff required extensive training. As call volumes increased, the organization faced rising clinical, compliance, and operational risks while struggling to maintain a consistent patient experience.
The Transformation
Kasetti Technologies implemented SmartCare Triage, a Salesforce Health Cloud-based clinical triage platform powered by evidence-based medical protocols. The solution guides nurses through structured symptom assessment, adaptive questioning, and standardized care recommendations while automatically documenting every interaction. By embedding clinical guidance directly into the workflow, the organization transformed patient triage into a consistent, protocol-driven process.
Results at a Glance
By replacing unstructured call handling with evidence-based clinical workflows, the organization significantly improved care consistency, compliance, and operational efficiency:
95% protocol adherence across all patient interactions
“Every call now follows the same pathway, every recommendation is documented, and our nurses feel genuinely supported.”
– Director of Nursing Operations
Bussiness Value Realised
10
%
Protocol adherence across patient calls
0
%
Faster call handling times
10
%
Reduction in clinical and compliance risk
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