When you're unsure

The toolkit is there to support your decisions, not to make them for you. Being unsure is normal, and asking is the right thing to do: it’s better to escalate than to guess.

If no card fits

1. Try another search. Use a shorter word, or a different word the card might use. See Finding a symptom.
2. Check the filters. An age group or letter left on from an earlier call can hide the card you need.
3. Open the closest match and read the brief instruction first. If the card clearly fits what the caller is describing, follow it.
4. If it doesn’t fit, don’t force it. Don’t book a routine slot just because nothing else matches. Speak to a clinician.
5. Check with a colleague. They may know the card you need, or have handled a similar call.

Afterwards, if a card was missing or hard to find, tell your practice’s toolkit administrators with Suggest a feature in the menu. See Sending feedback.

How to escalate

Your practice decides who you escalate to, for example the duty GP, on-call clinician or clinical lead, and how. Find out on your first day. Your Practice Handbook may list the on-take GP and escalation contacts; see Handbook, appointments and workflows.

When you speak to them:

1. Say what the caller is concerned about.
2. Mention any warning signs they’ve described.
3. Tell them what you’ve already checked, including which card you looked at.

Then record the call the way your practice asks you to. Keep notes short and factual, and include who you escalated to.

If a card doesn’t look right

• The wording looks wrong, or a local service has changed: tell your practice admin, or select Suggest an improvement on the card. Practice admins update your practice’s cards, and your clinical reviewer checks and approves the change.
• The card says it’s pending clinical review: you can still follow it, but check with a clinician if you’re worried. See Reading a card.
• A suggested question or smart visual disagrees with the written instructions: follow the written instructions and let your practice admin know. See Smart visuals and suggested questions.

For questions about your practice’s own policies or clinical processes, such as triage or safeguarding arrangements, speak to your practice manager or clinical lead directly. The suggestion form can’t reach them.

If you can’t see something colleagues use

Some parts of the toolkit are optional, and your practice chooses which to use. Your practice admin can also switch some AI tools off for individual staff. If a colleague has a button or menu item that you don’t, ask your practice admin.

Safety principles

• Confirm the age group before you follow a card.
• Re-read the urgent advice before you book.
• Escalate rather than guess. If the symptoms don’t fit the options on the card, speak to a clinician rather than booking a routine slot.
• Treat AI tools as helpers. Suggested questions and smart visuals support the card; they don’t replace it or your judgement.
• Ask for help. Your colleagues, practice admin and clinical leads are there to support you.

Related: Staff guide · Clinical governance