Catch treatment gaps before they cost the case
The gap that hurts the case is the one nobody mentioned.
A stretch with no treatment is one of the first things defense counsel looks for, and most firms find out months later, when the records arrive. By then the only question left is how to explain it.
Clients usually know sooner. They just have no reason to call and say so. Quilia asks, they answer, and the case team hears about it the same morning.
What a stalled treatment sounds like
Three shapes, and they are not the same problem. Examples below are illustrations, not real clients.
The clinic turned them away
I tried to book my appointment but they said they won’t see me for accident injuries while I have an open claim.
Nothing on the file would have shown this. The appointment was never made, so there is no missed visit to notice.
The order was written wrong
The imaging place says they don’t do the scan that was ordered — the doctor has to rewrite it first.
A week or more disappears here while everyone waits for someone else. One call to the provider restarts it.
They decided to stop
I think I’m going to hold off on the injections until later.
The gap has been announced, not created. This is the one a conversation can still change.
It reaches a person, not a report
- An email goes to the staff assigned to that case, the same morning
- The client is quoted word for word — never summarized
- A note lands on the case file at the same time, so it survives the inbox
- Every recipient can turn these emails off in their own settings
Why the client’s own words
A summary of why someone is not being treated is exactly the sentence you cannot afford to get wrong. So Quilia does not write one. It decides only whether the message says care has stopped, and then hands your team what the client actually typed.
The difference matters on the phone. “Treatment has stalled” needs a discovery call. “The imaging place can’t do the scan that was ordered” needs one call to the doctor’s office.
It runs on every message, not on a schedule
There is no report to open and no queue to work. Clients talk to Quilia about appointments, symptoms and paperwork all week, and the sentence that matters is read the moment it arrives — including the ones that arrive at 9pm on a Sunday.
Most weeks a firm sees none of these. That is the point: it stays an alarm rather than another thing to triage.
Treatment Gap FAQs
What is a treatment gap, and why does it matter?
A treatment gap is a stretch where an injured client stops receiving care. Defense counsel reads a gap as evidence the injury was not serious, and it is one of the most common reasons a case settles for less than it should. The gap itself is rarely the problem — not knowing about it until the records arrive is.
How does Quilia find out that treatment stopped?
Clients tell Quilia in their own words, in the app or by text. Every message is read for one thing: does it say that care they need is not happening, and does it give a reason? When it does, the case team is emailed the same morning with the client's own sentence.
Who at the firm gets the alert?
The staff assigned to that case, and the firm's administrators when no one is assigned yet. Each person can turn these emails off in their own notification settings.
Does Quilia summarize what the client said?
No. The alert quotes the client verbatim. A summary of why someone is not being treated is exactly the sentence you cannot afford to get wrong, so the firm reads what the client actually wrote.
What if the client is the one who decided to stop?
That counts too, and it is often the most useful alert of the three. A client who says they are going to hold off on injections has not created a gap yet — they have announced one. That is the version a phone call can still change.
Does the client know the firm was emailed?
No. Quilia answers the client normally in the same conversation. The alert runs alongside their reply, never in place of it.