Medical Support Dashboard

Introduction

The Medical Support 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.

Metrics

Medical support cases

The count of medical support cases created within the selected timeframe.

High Priority or Urgent Cases

The count of medical cases triaged as High Priority and/or Urgent within the selected timeframe.

Further treatment

The count of medical cases where additional follow-up or treatment was recommended after triage (e.g., external care pathways).

Total medical cases

The count of medical support cases over time.

Case priority distribution

Breakdown of medical cases by priority bands.

Channels used for support

The channel used to access medical support.

Case themes

Aggregated medical themes (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:

understand the volume and urgency of medical support requests
identify common health concerns across the workforce
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.