Discover the use of the overview of escalations and how to consult it.
5 min task
What
The escalation overview provides a complete list of all open and closed escalations for the entire site / community. This list can be filtered by cause, resident, or department. You can access detailed information for each escalation and view images for all escalations less than 14 days old. After an escalation has been closed, you can specify the cause of the escalation using this overview. Additionally, the entire list can be exported to an excel file.
Why
The overview of escalations gives you a bird’s-eye view of all the escalations in the organisation. As this list grows, you can use it to spot patterns in order to prevent future escalations. Via this list, you can also specify the cause of the escalation, even after it's been closed.
Consulting the overview of escalations
Let’s explore the overview of escalations.
Please note, that you can also get an overview of all escalations for a specific resident via the Resident Insights page.
Detailed steps
- Go to Escalations in the left menu.
- You will see the list of all open and closed escalations.
You can filter these using the drop-down menus above. You’re able to filter them by cause, resident, and department. - You can also export this data by clicking on export in the top right corner of the screen.
- Open an escalation by clicking on show.
- From the Escalation details page, you can see the following information:
- State - if the escalation is Open or Closed
- Claimed by - which user claimed the fall or call via the Nobi Mobile App. (Note: if Escalations via Nobi Mobile App isn't enabled, a "/" will appear here.)
- Resident which resident was associated with the escalation of call. You can learn more about assigning a resident to an escalation here.
- Location - the housing unit where the escalation or call took place
- Time - the time the escalation began
- Closed at - the time the escalation was closed, by which user (if closed using the Nobi Mobile App), and the method of closure (In App, Presence button, etc.). (Note: If the escalation is still open, there will be no closed time.)
- Room type - the type of room where the escalation or call took place.
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Cause - the applied cause of the escalation. (Note: if an escalation or call has not been assigned a cause, a Specific cause link will be available to do so.)
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Analyse - Consult the images of the escalation or a video. (Analysis is not available for escalations in. common areas, or Wearable calls or assistance calls.)
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Call History - Check the call log to see the sequence and status of calls Nobi made to notify staff about an escalation.
Still have questions? Contact Nobi Support.