Escalation causes

What are "causes of escalation"

After an escalation, such as a fall or pressing the panic button, Nobi can ask about the specific cause of the escalation.

You can indicate the causes you want to use within the organisation by adding them. This allows you to gain more insight into the causes of escalations and filter them in the reports.

By answering the following follow-up questions after an escalation it will be possible to later filter on them:

• Was there a person sitting or lying on the ground? With this question we can rule out that the lamp falsely detected a person on the ground.  It's possible that nobody was present in the room, it's possible that nobody was on the ground but was sitting slumped in their chair.  It's important that when somebody is lying or sitting on the ground, you select YES even though it's not a resident (for example a nurse).
• Was it a resident who was on the floor? With this question we can rule out non-residents sitting on the ground.  Only select YES if it is a resident who is on the floor sitting or lying.  It doesn't matter if it's the resident of the housing unit.
• Was the resident on the floor unintentionally? With this question we can rule out residents sitting or lying on the floor intentionally, for example to pick something up underneath the bed.  Only select YES if the resident was on the floor involuntary.

Configuring the causes of escalations (optional)

In addition to the three default questions that will be asked, an organisation can define their own list of escalation causes that will be asked a final question when closing an escalation.  To set these up you can follow the next procedure:

• Click on organisation in the left navigation bar.

• The organisation details appear on the right
• Click on "escalation causes"
• You get an overview of the escalation causes" already added
• Click on "add" on the  right to add "escalation cause"

• Enter necessary data
  • Cause
  • Description
  • Choose an escalation type
  • Click on "Add" at the bottom

• A "successfully added" pop-up will appear at the top

• The added escalation cause will appear in the overview of "escalation causes"

Close escalation and choose cause of escalation

Close escalation with choice of cause

• Go to the open escalation
• The details of the detected fall appears
• Click on "Close escalation"

• Click on "Close escalation"

• You get a popup saying "escalation marked as closed"
• You get the question "Was there a person sitting or lying on the ground?"
  • Click "no" and you'll return to the dashboard.
  • Click "yes" and you will get a follow-up question

• Next you get the question "Was it a resident who was on the floor?
  • Click "no" and you'll return to the dashboard.
  • Click "yes" and you will get a follow-up question

•  
• Next you get the question "Was the resident on the floor unintentionally"?
  • Click "no" and you'll return to the dashboard.
  • Click "yes" and depending if your organisation setup additional follow-up questions you'll either return to the dashboard or see the additional questions.

• If additional questions have been setup you'll see these as a final question.
• Here you can choose from the escalation causes configured on organisation level - in the overview of escalations you can also filter on these.

• A popup will appear with the message "Thank you for specifying the cause of the escalation".

Close escalation and "skip cause" selection

Sometimes it can happen that you don't have time to specify the cause of the escalation.  In that case it is possible to skip the questions (see further).  Take into account that by skipping you won't gain insight later into the causes of the escalations since this escalation won't be part of the statistics.

• Go to open escalation
• The detail of the detected fall appears Click on "close escalation"

• Click on "close escalation" 

• You get a popup saying "Escalation marked as closed"
• You get the question "Was there a person on the ground?"  Click on skip.  The window will close.

Escalations

In the overview of escalations, you see by default the escalations with all causes for all residents and the entire organisation.

You can filter on

• Cause
  • Intentionally on the floor
  • No resident
  • No one present
  • The causes you have created
• A resident
• A department

Show details of an escalation

• Click on "escalations" in the left navigation bar. You will see an overview of all escalations
• In the last column under "actions" you can click on "Show" per escalation

• You get the details of the escalation

• Indicating
  • The name of the resident
  • Time of the escalation
  • Housing unit
  • Room
  • Closed at
  • Closed by
• Click
  • Images - depending on the privacy settings of the resident you will see
    • Nothing
    • Abstract images
    • Real images
  • Call log - here you get an overview of the calls the lamp has launched and what the status is

Retroactively add the cause of an escalation

If you previously skipped answering the additional questions regarding an escalation, you can always fill them in later by following this procedure:

• Click on "escalations" in the left navigation menu.

• You get an overview of all escalations.

• In the last column under "actions" you can click on "Show" per escalation
• Click on "Specify the escalation cause"

See above for determining the cause of the escalation