Clinical Decision Support

Clinical Decision Support

Clinical content

Up to date and evidence-based clinical information is the bedrock of safe healthcare services.

Our products and services enable healthcare providers around the world to make consistent and evidence-based clinical decisions for their patients and empower individuals to make better decisions about their own health and wellbeing.

Our tele-health products include:

  • Telephone-based patient assessment (TeleGuides content)
  • Web or app-based self-assessment (WebGuides content).

Our content can be used within many applications, such as tele-triage and contact centres, web and mobile applications, face-to-face assessment and self-assessment.

The clinical content is used in decision support tools to help assess a patient’s presenting symptoms and the severity of the situation. This leads to an evidence-based outcome, and an efficient and timely referral to appropriate care.

Robust clinical governance processes underpin our content management and ensure that we deliver high quality, relevant and safe content. Our internal clinical authoring team of healthcare professionals experienced in publishing and patient information continuously review and update the content.

Find out more about how we develop our clinical content

Scope and benefits

The aim of the content is not to make a diagnosis, but to determine whether a patient requires medical help. It is designed to ask enough questions to direct the patient to the right healthcare provider within the right timeframe without gathering information which has no impact on the final decision or advice given.

Capita’s decision support software guides users through a series of questions to assess symptoms and directs to the appropriate level and location of care. The questions are structured so that the most important questions are asked first to rule-out ‘red flag’ symptoms that may require an ambulance or emergency room care.

In-built logic allows questioning to be tailored to individual patients and ensures that only questions appropriate to the patient’s age or gender are asked and minimising duplication of questions regarding presenting symptoms.

Transfer between algorithms is also designed into the structure of the content, if it is deemed that a different symptom to the one currently being assessed is clinically significant and needs more assessment.

Our clinical team

Our clinical information has been created and updated by our in-house clinical team for over 16 years.

The in-house team has extensive clinical knowledge and medical publishing experience gained from NHS and private health and care organisations. Every team member is passionate about making a difference in health.

We have a proven safety record in over 100 million patient encounters and our solution powered the NHS Direct service for more than 50 million people.

Meet our team

Clinical Decision Support Products



Our TeleGuides content suite supports efficient and effective clinical assessment of a patient’s presenting symptoms over the phone.

We can meet the needs of a small single call centre, or a national service, enabling you to reach out to your patients and provide them with a safe but active role in their own care.

Learn more


Safe, trusted online health assessments and advice available to patients via the web and SMS.

Our WebGuides content provides an intuitive online service to patients, allowing them to check their symptoms and receive advice about what to do next.

Live DemoView Webguides

Find out more about our Clinical Decision Support Services

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