In this article, we’ll walk you through the options when dealing with an open escalation.
4 min task
What
When Nobi creates an escalation, it indicates that a resident needs help. Eventually, you want to close this escalation once the resident has been helped. When consulting the escalation in the Nobi application, however, you will have additional options to help you better understand what has happened. All available options include: closing the escalation, calling the resident via the light, displaying images (subject to privacy settings), snoozing the escalation, or checking the call log.
Why
Closing every escalation is crucial, yet there are instances where other actions might be more appropriate first. This article will give you guidelines as to when one of these other actions could be more appropriate.
What to do during an escalation
Below are the different options when consulting an open escalation in the application.
1. Closing the escalation
Use this option to close the escalation. You will get the choice to provide Nobi’s standard questions about the fall and, if configured, choose between escalation casuses which you cant set. To learn how to set them, go to Set Escalation Causes.
For a complete guide, go to How to close an escalation.
2. Calling the resident back
If, for any reason, you’re not physically close to the resident, you might want to call the resident through the light to provide comfort until help arrives.
For more information, go to Call back resident.
3. Consult images and video
It is also possible to consult the images (subject to privacy settings) of the escalation. You can also request new images to see the current situation. Visual assessment can be crucial in deciding the type of medical response required.
For guidance, go to Use escalation images.
4. Snooze the escalation
If the resident is on the floor but not in need, snoozing the escalation could be a better option. This action prevents a new escalation for a set period, avoiding unnecessary alerts for situations where the resident is safe, such as sitting on the floor without needing immediate help. Under certain conditions, if, after five minutes, no one is detected on the floor, Nobi will automatically close the escalation. This reduces unnecessary follow-up when a resident has already been helped.
For more understanding, go to Different Ways of Snoozing.
5. Call history
You can also consult the call history which will list the phone numbers which were already called about this escalation and their status. This can help you understand more about the efficiency of the escalation procedure.
Click here for more information about the call history.
Still have questions? Contact Nobi Support.