Our model takes inspiration from the Māori Te Whare Tapa Wha approach to wellbeing. Our holistic approach to health, to ensure all aspects of a member’s wellbeing - their physical, mental, social, and cultural health - are considered and valued. This approach identifies a member’s unique needs through a comprehensive triage, so we can provide personalised and tailored care.
It starts with a chat or call within the Sonder app to one of our highly trained Care Specialists. They are available day or night, will respond in 30 seconds or less to provide you with support and connect you with the right care immediately, and is 100% confidential.
This service does not offer a booking service - rather, we seek to understand the most appropriate care at the right time for any range of issues a member may be facing.
The primary purpose of the holistic triage is to determine the nature, severity and complexity of concerns that a member is facing. Our Care Specialists are qualified in Psych first aid and will take the time to understand a member's concerns before determining if a clinical assessment is required or if support can be provided directly.
When the holistic triage reveals symptoms that do not impact on an individual’s daily functions or activities, they may receive self help advice or publicly available support pathways. This support is focused on ensuring the individual has an outlet for their concerns, and access to resources that can address those concerns.
In addition to the bespoke resources we provide, whenever possible, we’ll also provide members with access to tailored support from their employer or education organisation. This tailored support can include; an employee benefits program, whistleblower hotline or education provider student services.
For a clinical assessment, our Triage Nurse will step in and assign a clinical priority to your case from low risk to urgent depending on the severity. This assignment is based on the Manchester triage system and is an evidence-based approach that seeks to identify the unique needs of everyone and provides tailored solutions to ensure the care they need.
Do you follow up with members?
Importantly, we continue to accompany the member throughout their health journey, helping them navigate their wellbeing needs - including follow-ups to ensure member’s needs are being met. For support requests deemed moderately severe, or higher, we’ll aim to follow-up with the member within 24 hours. These structured follow-ups give members an opportunity to receive more support, change their support, as well as address contributing or previously undisclosed issues.