Story Map — Telehealth Urgent Care Triage
Remote-first urgent care where the first band is clinician-led and complete across all four activities — a real walking skeleton — while model-suggested triage, red-flag escalation and connected devices arrive later, two of them still unestimated.
Make it your own.
title "Telehealth triage — remote-first urgent care"
persona "Parent at eleven at night with a feverish child and no car"
goal "Reach the right level of care in one session without a wasted trip"
release "R1 — Clinician-led video"
release "R2 — Assisted triage"
release "R3 — Continuity"
activity "Describe the problem"
task "Start a session"
R1: "Symptom description with photo upload" (8)
R2: "Structured symptom questionnaire that branches" (13)
task "Confirm identity"
R1: "Match to the patient record on date of birth" (5)
R2: "Proxy access for a child or dependent adult" (8)
activity "Triage"
task "Assess urgency"
R1: "Clinician reviews and sets a triage category" (8)
R2: "Model-suggested category with the clinician deciding" (21)
R2: "Red-flag detection that escalates to emergency advice" (13)
task "Route to care"
R1: "Book a video slot or advise self-care" (8)
R3: "Direct booking into a local pharmacy or clinic" (13)
activity "Consult"
task "Hold the consultation"
R1: "Video call with in-call clinical notes" (13)
R2: "Transcript attached to the record automatically" (13)
later: "Live interpretation during the consultation" (?)
task "Examine remotely"
R2: "Guided photo capture for skin and throat" (13)
R3: "Connected thermometer and oximeter readings" (?)
activity "Follow through"
task "Issue outcomes"
R1: "Electronic prescription to a chosen pharmacy" (13)
R3: "Fit note and referral letter generation" (8)
task "Close the loop"
R3: "Safety-netting reminder at 24 and 72 hours" (8)
R3: "Outcome written back to the GP record" (13)