A response SLA is the maximum time a practice has to act on an inbound clinical document, set by its criticality tier. Provenza applies an SLA at intake, tracks time-to-disposition against it, and escalates automatically when a document approaches or breaches its deadline — turning the fax inbox from a queue into a managed, measurable workflow.
The clock starts when the document arrives, not when somebody opens it.
The criticality tier sets the response window the moment the document lands. Nothing waits for a human to triage before the clock starts.
Time-to-disposition is measured against the window, per item, visible to whoever owns the queue.
As an item nears its deadline it is surfaced before the breach, not after.
If the window closes, the breach is logged with its reason. Patterns become visible in reporting instead of disappearing.
A lab result and a critical lab value are the same document type. They are not the same emergency. Provenza scores on what is inside the document, then puts a clock on it.
Tier definitions and response windows are configured per practice and signed off clinically before go-live. Aurus does not publish generic clinical response thresholds, because the right window depends on your specialty, staffing and patient population — not on what reads well on a website.
Not speed for its own sake. Provability.
A critical result does not wait because the person who would have spotted it is at lunch.
A queue that is slipping shows up as SLA breach rates, not as a vague sense that things are behind.
If one tier breaches consistently, that is a staffing or workflow argument with numbers behind it.
When someone asks how quickly you respond to urgent inbound documents, you answer with data rather than an estimate.
No one has to remember to chase. The system does it, and records that it did.
Every item has an owner. Every breach has a reason. Nothing is anonymous.
It is the maximum time a practice has to act on an inbound document, set by its criticality tier, tracked from intake and escalated automatically on breach.
At intake, when the document arrives — not when a person opens it. That is the point: the window does not depend on somebody noticing.
Disposition, not viewing. An item is closed when the required action has been taken and recorded, not when someone has looked at it.
You do, with clinical sign-off, per tier. Aurus does not publish generic thresholds because appropriate windows depend on specialty, staffing and patient population.
It escalates along the path defined for that tier and the breach is logged with its reason, so the pattern is visible in reporting rather than invisible in a queue.
How the tier that sets this SLA is determined.
The full pipeline end to end.
How the audit trail behind SLA reporting works.
Send a week of documents. We will show you what your SLA performance would have looked like.
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