Case management
Everything hangs off a case.
One traveller, one incident, one coordinator. Every other record in the platform is either something the case needs or something the case produces.
- Case numbering
- CT-2026-000418
- Service types
- 18, in 4 groups
- Statuses
- New → In progress → Resolved → Closed
- Reopen
- Supported, from closed or cancelled
The problem
The old shape was a fifty-column table where the journey lived in a free-text field, the ground legs of a repatriation lived in the notes, and almost every case was filed under a service type called MEDICAL — so nobody could answer how many repatriations ran last year.
What it does
Case management, in practice.
Eighteen service types, grouped
Treatment, moving the patient, around the patient, not medical. An inpatient admission is a different job from a repatriation of mortal remains or a lost-passport call, and the taxonomy says so. The list is served by the platform, so a new type appears in the case form the day it exists.
Trips, not person-years
Travel insurance covers a journey. Record departure, return, destinations and home country, and the platform can answer whether the incident fell inside cover, how many covered days remain, and which of a corporate client's travellers are in a country right now. A group reference ties a school party or delegation together so one incident reads in the context of the others.
Clinical detail behind its own grant
Diagnosis, allergies, medication and the admission window are a separate permission from opening the case. A night desk with company-wide read sees the case and not the patient's diagnosis. Timeline entries name the fields that changed and never their values.
Transport as ordered legs
A repatriation is ground, then flight, then ground. Each leg is its own record with its own sequence, times and status, and a status change writes itself to the case timeline.
One timeline
Creation, status changes, notes, assignment, provider links, documents, tasks, medical updates, transport, guarantees. All case history flows through a single stream, newest first.
Tasks and provider links
Link the hospital, the air ambulance and the clinic to the case; assign tasks and complete them. Completion lands on the timeline without anybody writing a note.
Rules that are not obvious
Why it behaves this way.
Each of these is a decision with a cost behind it. They are the difference between software that records what happened and software you can defend in an audit.
A case can be opened before the itinerary is known.
An emergency call arrives before anyone has established the trip. The trip and the incident date are both optional at intake and usually filled in minutes later, in the same call.
A trip belonging to another traveller is refused.
Another traveller's trip id satisfies the foreign key perfectly and nothing downstream would notice — while every eligibility answer on the case is computed against the wrong departure and return dates.
Deleting a trip that cases point at is refused, not cascaded.
The link would go quietly, and a charge outside the journey would move from ineligible to merely unestablished.
Destinations are not de-duplicated.
Bangkok → Vientiane → Bangkok really did enter Thailand twice. De-duplicating turns an itinerary into a set, and then 'in itinerary order' means nothing.
Works with
The modules next to this one.
Guarantees of payment
The letter the assistance business turns on — drafted, issued, sent to the hospital and measured against what actually gets billed.
ExploreClaims
The financial file for a case: collection, scrubbing, audit, adjudication — with an appeal path that keeps the history attached.
ExploreWorkforce & attendance
Rosters, shifts, attendance, leave, on-call rotas and handover — the operational half of running a desk that never closes.
Explore
See it against one of your own files.
The fastest way to judge CareTrack is to walk a real case through it — intake, guarantee, charges, adjudication, settlement, statement. Bring one and we will do exactly that.
Or email contact@sthiramtechnologies.com