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Case Management Dashboard

Metrics

  • Cases by type: Count of cases grouped by case type (Mental Health Only, Medical Only, Medical & Mental Health). It shows the split of what members are presenting with.

  • Cases by priority: Count of case priority levels assigned to the member's case during the clinical triage: Urgent, High, Medium, or Low.

  • Cases by referral pathway: Count of cases grouped by referral pathway. This shows where members' cases are routed: Sonder Support Centre, Mental Health Pathways, GP, Community Services, Emergency, Dentist or Sonder Injury Management.

  • All immediate care cases flow: This is a different visualisation of how members' cases flow from case type through triage priority to referral pathway in the Sonder system.

How to use this dashboard

The Case Management dashboard is designed to give leaders visibility into how members are presenting to Sonder and how those cases are being triaged and routed through the clinical pathway. It brings together case type, priority and referral pathway so you can understand both what members need and how the system is responding.

When reviewing the dashboard, focus on shifts between reporting periods rather than any single figure. Changes in the mix of case types, a rising share of Urgent or High priority cases, or a shift in referral pathways can all point to something worth understanding further, whether that's a change in member need, seasonal pressure, or a gap in how cases are being routed.

If a particular metric stands out, use the all immediate care cases flow view as your next step. It traces the full journey of a case from type through priority to pathway, helping you see whether an isolated change is part of a broader pattern, for example whether more complex cases are landing in Urgent priority and being routed to Emergency.

Organisations commonly use this page to:

  • track how presenting needs and case acuity are trending over time
  • understand where member cases are being referred and whether that distribution looks right
  • identify patterns worth escalating to clinical or operational teams
  • support governance and reporting conversations on member safety and wellbeing

Freuqnelt asked questions.

What is a "case"?
A case is created when a member contacts Sonder and receives clinical support. The case is then triaged (assessed) to determine its type (what the member is presenting with), priority level (how urgent it is), and referral pathway (where it needs to be routed for appropriate care).

What do the priority levels mean?
Cases are assigned one of four priority levels during clinical triage:

  • Urgent: Requires immediate intervention, typically safety or mental health crisis
  • High: Significant impact on wellbeing or functioning, needs prompt action
  • Medium: Important concerns that should be addressed in a reasonable timeframe
  • Low: Routine care or non-urgent support

What are the referral pathways?
After triage, cases are routed to the most appropriate care pathway:

  • Sonder Support Centre: Cases handled directly by Sonder Care Specialists and Registered Nurses
  • Mental Health Pathways: Referred to mental health professionals (psychologists, counsellors)
  • GP: Referred to the member's general practitioner for medical care
  • Community Services: Referred to community-based support services
  • Emergency: Urgent cases requiring emergency services
  • Dentist: Referred for dental care
  • Sonder Injury Management: Referred to Sonder's injury management services

The referral pathway tells you where cases are going and whether the distribution aligns with your expectations.

If referral pathways suddenly change, should I be concerned?
Not necessarily. Changes in referral distribution could reflect: a shift in presenting needs, seasonal changes or better awareness of available pathways. Focus on whether the change makes sense given your context. 

Does a higher number of cases mean more safety issues?
Not necessarily. More cases could reflect: increased awareness of Sonder, better outreach and engagement, a larger workforce or simply that members are accessing support. Focus on the type and priority of cases rather than volume alone. These tell a more meaningful story.

How should I use this data in governance or leadership reporting?
Use it to demonstrate how the support system is responding to member needs:

  • "Our case mix is 40% Mental Health, 30% Medical, 30% Mental & Medical, showing the complexity of our members' needs"
  • "Urgent case rates have risen 15% following organisational restructure, but are stabilising"
  • "Member cases are being appropriately routed. Emergency referrals represent <5% of cases, indicating most situations are being handled within standard pathways"

Frame data as trends reflecting organisational context, not as absolute indicators of success or failure.

What if I'm concerned about the distribution of referral pathways?
Speak with your Customer Success Manager. They can review whether cases are being routed appropriately and whether your referral distribution aligns with your clinical guidelines and member needs.