What
When there's an open escalation, it's important to close it once help has been provided. An escalation can be closed by pressing the presence button, via a nurse call system integrated with Nobi, or automatically by Nobi (for falls only, once confirmed), in the web application, or in the Nobi Mobile App.
In the Nobi Mobile App there is more than one way to close an escalation: directly in the app, by scanning a Badge, or being within proximity of the Badge or Wearable Call Button which triggered the escalation. Which one you use depends on whether Escalations via Nobi Mobile App is enabled and on your Escalation Preferences.
Depending on how the Escalation Flow is configured for your site / community, different ways of closing escalations will be available.
Why
Closing an escalation promptly after a resident or care staff team member has been helped offers two key benefits. First, Nobi stops alerting care staff about the escalation. Second, it allows new escalations to be detected and handled correctly.
For escalations linked to a housing unit, such as falls and resident calls, this means Nobi can create a new escalation in that housing unit when needed. For wearable call and assistance call escalations, it ensures the Wearable Call Button or Badge can trigger new escalations.
1. Closing with the presence button
Upon entering the room of the resident in need, press the presence button to close the escalation. The escalation will close and the housing unit will snooze fall detection for 15 minutes. This gives you time to help the resident without Nobi creating a new escalation.
2. Closing with a nurse call system
When your site / community uses a nurse call system integrated with Nobi, escalations detected by Nobi are sent to that system over the local network. Care staff are alerted through the channels they already use.
Care staff can then close the escalation in the nurse call system itself, in the same way they would any other escalation. Nothing needs to be done in Nobi.
How a call is cleared differs per nurse call system, and so does what gets recorded, such as who closed the escalation and the cause. This is set up in the nurse call system, not in Nobi.
3. Auto-close
If auto-close is enabled, after a fall escalation has been confirmed and no one is detected on the floor after five minutes, Nobi automatically closes the escalation. This stops notifications and ensures the system is ready to detect new escalations.
This can only happen after the escalation has been confirmed. Confirmation can happen in two ways:
- A caregiver presses On my way to claim the escalation in the Nobi Mobile App (when the Escalations via Nobi Mobile App feature is enabled).
- A phone number in the escalation procedure is called and when answered, the fall is confirmed by pressing "1".
If these conditions aren't met, the escalation procedure will continue, even if no one is detected on the floor. Resident calls and assistance calls cannot be auto-closed.
The auto-close feature can be enabled or disabled in the Preferences tab of the Escalation Flow.
4. Closing in the web application
Please note: for best practice, we recommend using the Google Chrome browser.
While closing an escalation, you can choose the resident involved, specify the cause of the escalation, and define a snooze period for the housing unit.
- On the dashboard, click on the escalation card.
- The escalation card will open. Click on Next steps.
- You will be able to analyze the escalation, or call through the light to speak with the resident. Click on Close escalation.
- Here you can select the amount of time to snooze fall detection for. Nobi will also ask some questions about the escalation as well as the reason, resident involved and cause of the escalation.
- A blue banner will confirm the escalation closure.
5. Closing in the Nobi Mobile App
Please note: The process on the mobile app is slightly different when the Escalations via Nobi Mobile app feature is enabled or depending on the remote closure preferences.
When Escalations via Nobi Mobile App disabled
- Nobi will immediately call the phone numbers configured. Answer Nobi.
- Press "1" to confirm the escalation and connect to the resident via the Nobi light (when applicable).
- Open the escalation on your mobile device.
- Press Next steps.
- The "Close this escalation?" screen will open. For a fall, select how long to snooze fall detection for and the reason for the fall escalation.
With "no idea, analysis is required" selected, press Close escalation.
With "actual fall" or "not a fall" selected, press Next, specify the likely cause, then press Close escalation.
For a resident call or assistance call, select the resident involved, if any, and the cause. Then, press Close escalation.
The escalation is now closed on your mobile device.
When Escalations via Nobi Mobile App is enabled
- Upon opening the Nobi Mobile App, the escalation card will pop-up. To claim the escalation, press On my way. Other care staff in the working area will hear an announcement that you answered the call, and you will show as assigned to the escalation.
If you claim an escalation and do not close it, Nobi asks whether the resident has been helped. Press Close escalation to close it, or Remain claimed to keep it assigned to you and continue with the steps below. If no action is taken within 5 minutes, the escalation is resent to all care staff as a new notification.
Press Close escalation.
- The "Close this escalation?" screen will open. For a fall, select how long to snooze fall detection for and the reason for the fall escalation.
With "no idea, analysis is required" selected, press Close escalation.
With "actual fall" or "not a fall" selected, press Next, specify the likely cause, then press Close escalation.
For a resident call or assistance call, select the resident involved, if any, and the cause. Then, press Close escalation.
The escalation is now closed on your mobile device.
6. Closing a wearable call or assistance call via proximity
Proximity closing is a way to close wearable call and assistance call escalations in-person when remote closing is disabled in the escalation preferences.
Some sites / communities require confirmation that a member of care staff was physically present when an escalation was closed. Proximity closing is how Nobi supports this. In the Nobi Mobile App, the Close escalation button stays unavailable until your mobile device or tablet is near the wearable call button or Badge that triggered the escalation.
Please note: on iOS, an assistance call started with a Badge may show a Start scan button. This button is for scanning the Badge with NFC, as described in the section below, and is not part of proximity closing.
- Press to open wearable call or assistance call escalation in the Nobi mobile app.
- Press On my way to accept the escalation. After claiming the escalation, other users will hear an announcement that you answered the call, and you will show as assigned to the escalation.
- If proximity closing is required, the Close escalation button will be unavailable.
- Move near the Wearable Call Button or Badge that started the escalation.
For a wearable call, move close to the resident’s wearable call button.
For an assistance call, move close to the Badge of the care staff member who requested assistance.
The Close escalation button will become available.
- Press Close escalation.
- Choose the resident involved in the escalation and specify the cause of the escalation. Press Close escalation again to confirm.
7. Closing an assistance call by scanning a Badge
Care staff can have a badge linked to their profile. They can press the button on their badge to request assistance.
Assistance calls triggered by a badge are linked to the badge of the care staff member. When you scan the badge linked to an open escalation, you can close the escalation. If no escalation is open, the user information linked to the device is shown.
The steps to scan a badge vary based on the escalation closure preferences and what type of device you have—iOS or Android. Follow the steps below to learn how to close an escalation via scanning depending on the settings and device you have.
On an iOS device with permission to close remotely
- During an open escalation, hold your device to the badge associated with the escalation.
- A banner will appear that says Nobi NFC Tag. Tap on the banner to enable the NFC scan.
- The "Close this escalation?" screen will open automatically. Select the resident involved, if applicable, and escalation cause, then press Close escalation.
The escalation is now closed via scanning on the iOS mobile device.
On an iOS device without permission to close remotely
- Claim the escalation by pressing On my way!
- Then, click Next steps.
- The screen will indicate that the escalation cannot be closed remotely. Hold your device near the Badge to start the scan.
- The iOS mobile device will now prompt you to "Open in Nobi." Hold your device near the badge linked to the escalation to scan it.
- The "Close this escalation?" screen will open automatically. Select the resident involved and escalation cause, then press Close escalation.
The escalation is now closed via scanning on the iOS mobile device.
On an Android device with permission to close remotely
- During an open escalation, hold your device to the badge associated with the escalation.
- The "Close this escalation?" screen opens automatically. Select the resident involved and escalation cause, then press Close escalation.
The escalation is now closed via scanning on the Android device.
On an Android device without permission to close remotely
- Press "On my way!" to claim the escalation.
- The screen will indicate that the escalation cannot be closed remotely. Hold your device near the badge linked to the escalation to scan it.
- The "Close this escalation?" screen opens automatically. Select the resident involved and escalation cause, then press Close escalation.
The escalation is now closed via scanning on the Android device.
You have now learned the different ways possible to close escalations in Nobi.
Read our other articles on what to do during an open escalation, or on how to use escalation causes.
Still have questions? Contact Nobi Support.