Enter Escalations
Functionality
The Communication tab contains the Escalation section.
In Roles, select an escalation role and click Add.
You can select multiple escalations with the same role for each case provided the combination of physician and a facility association is unique.
Escalation Associations + Contact Dialog Box
Functionality
This appears if there are physicians/staff and facilities that you have contacted. If no communications have been made then an escalation card will be added without an association.
Select Document Escalation to display the selected associations on the escalation card under the name of the role and in the event recorded in the Case Log.
Select Return to Form to return to the transfer case if you do not want to make any selections in the Escalation Associations & Contact dialog box and if you are not required to select a physician or a facility.
Current Case Physicians/Staff
Default option is No Physician/Staff Association
If there are no Physicians/Staff associated, then there is no option to associate one.
Current Case Facilities
Default option is No Facility Association
If there are no Facilities associated, then there is no option to associate one.
Warnings
You are not able to associate duplicate escalation combinations you will receive an error.
Example - You have one escalation for Pitt Downtown with a role of Owner, and you try to create another card with the same association.
Escalation Add/Edit Details Dialog Box
Functionality
Select the Add/Edit Details button on a Escalation Card to open the dialog box.
Select a physician or staff to associate with the escalation role previously selected
Escalation Role
Not able to be edited at this time, a new card must be added.
Escalation Contact
Default option is None
Choose one escalation contact Physician or Staff
If you need to adjust a previously selected contact across contact types, (Physician ↔︎ Staff), then:
Update the escalation to None
Update the escalation to your preferred contact.
Escalation Dispositions
Functionality
Select one of the Dispositions icons to indicate the status of the escalation.
The most recently selected icon appears in color.
The escalation contact's role, the status and the times and dates you selected the status appear in the Case Log
Dispositions
See Escalation
Contacted
Select this each time you reach out/speak with the escalation resource.
You’ll be asked to populate the Mode of Contact.
Once you select the mode, click Document Contact to log the event.
A number appears next to the icon indicating the number of times that you have contacted the escalation contact.
Call Return
When you receive a call back with a response, select this option to log the date/time and physician/facility associations to the log.
Cancelled
Used when you’d like to cancel the Escalation.
Once selected type and choose the appropriate cancellation reason then press Cancel Communication to log the event.
Resolved
Used to document when a resolution has been found to the issue, whether that be a contact overturning a declining decision, an alternate solution, or a manager resolution.
Once resolved is selected the date/time, escalation resource, and any associations are logged.
Unresolved
Used to document when the escalation resource sustains a declining decision.
Once selected the information is logged in the Case Log.
Delete Escalation Card
You are able to delete escalation cards. If there are events associated with the escalation they will also be removed from the Case Log. You will be prompted before deletion.
Show History
Communication history is viewable by selecting show history in the card. Refer to History of Staff Member Communications
Case List - Escalation Column Delay Column
A communication delay icon appears in the Esc. Comm. Delay column of the Cases list if the escalation contact does not return your call within the time that the administrator has configured. The icon clears from the Cases list when you select another communication status.
Case Print
Escalation cards appear on case print. The escalation communication section of case print does not currently include Associated Physician/Staff/Facility or Escalation Contact. These fields are coming soon.
