Veterinary triage is a clinical judgement made by a vet or registered nurse. This system does the step before it: it screens every call and message for warning signs, passes those to a person at once, and handles routine bookings and questions itself.
All Veterinary Practices →
Practices give reception a triage chart or flowchart for a reason: most calls are routine, and a few are an animal that needs to be seen now. A dog that cannot settle with a swollen abdomen, a male cat straining in the litter tray, a puppy that has eaten chocolate or a rabbit that has stopped eating all sound ordinary in an owner's first sentence.
A vet clinic chatbot that tries to answer those questions is dangerous. One that recognises them and routes them is useful. So the first thing every contact passes through is a warning-sign screen built from your practice's own triage protocol, with the threshold set low on purpose. Only after it passes does the system move on to the booking, the repeat prescription request or the question about opening hours.
call, message or web
your protocol, threshold low
client and pet in the PIMS
booking · request · question
written back to the PIMS
or the emergency service
The test set is built from the calls your team remembers: the ones that sounded routine and were not. Passing that set is the gate. Every escalation is logged with its reason and reviewed by a clinician, and a missed escalation is treated as a stop, not a statistic.
Veterinary triage is the process of deciding how quickly an animal needs to be seen, based on its signs and history. In a practice it is done by vets and registered veterinary nurses, often with a protocol reception can follow to spot the obvious emergencies. Our system supports the reception step by spotting warning signs and routing them; the triage decision stays clinical.
Yes, and we prefer to. The warning-sign screen is built from your practice protocol, so it matches what your nurses already do. We add tests for the cases your team flags, and when the protocol changes the screen changes with it, after a clinician reviews the update.
Routine requests are taken and booked for opening hours. Anything that matches a warning sign gets the details of your out-of-hours emergency provider immediately, by message and on the call, and the contact is logged for the morning team. The system does not hold an urgent case until the practice opens.
What we built, what stage it is at, and a link to the live thing wherever there is one.
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Start with your practice triage protocol and the calls your team still remembers.
30-minute technical call · no deck