Medical Support Dashboard
This dashboard provides visibility into medical support demand and triage patterns. It helps organisations understand medical support volumes, urgency levels and the types of medical themes prompting members to seek support.
Definitions
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Medical support cases: The count of medical support cases created within the selected timeframe.
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High priority or urgent cases: The count of medical cases triaged as High Priority and/or Urgent within the selected timeframe.
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Further treatment: The count of medical cases where additional follow-up or treatment was recommended after triage (e.g., external care pathways).
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Total medical cases: The count of medical support cases over time.
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Case priority distribution: Breakdown of medical cases by priority bands.
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Channels used for support: The channel used to access medical support.
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Case themes: The distribution of medical cases that required triage by their presenting theme. It shows what medical issues members are seeking help for (for e.g., illness categories, symptoms or health concerns).
How to use this dashboard
The Medical Support dashboard provides visibility into how members access medical support through the Sonder Support Centre.
Reviewing case volumes over time can help organisations understand how demand for medical support changes across reporting periods. This may reflect seasonal illness trends, workforce conditions or increased awareness of available support.
Priority levels provide additional context by showing the urgency of medical requests. For example, some cases may involve general health questions or minor concerns, while others may require more urgent assistance.
Looking at case themes can also provide insight into the types of health concerns employees are raising.
Organisations commonly use this dashboard to:
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understand the volume and urgency of medical support requests
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identify common health concerns across the workforce
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support broader health promotion or education initiatives
These insights provide an aggregated view of medical support demand and should always be interpreted at the population level.
Frequently asked questions.
What's the difference between "High Priority" and "Urgent" cases?
Both indicate cases requiring more immediate attention. Urgent cases typically involve time-sensitive health concerns or situations requiring rapid escalation. High Priority cases are serious but not immediately critical.
What does "Further treatment" mean?
Cases where the triage nurse recommended follow-up care or referral to external services (GP, Emergency, therapists, specialists). It signals that the member's concern required additional care pathways.
What if I notice a concerning spike in urgent cases?
Investigate context. Check whether:
- The spike aligns with a specific event (illness outbreak, workplace incident, external crisis)
- Your workforce size or composition has changed
- Member awareness of the service has increased
- Actual member health concerns have changed
Combine dashboard data with other sources: manager feedback, absence data, occupational health reports, or member surveys.
Can I compare medical support demand across different time periods?
Yes. The "Total medical cases over time" view allows you to spot trends. For example, compare the same quarter year-on-year to account for seasonal variation, or compare before/after a health promotion campaign.