What is an escalation and how do I use it?

What is an escalation?

Escalations can be defined as the process by which a message is promptly communicated to the most responsible provider or the supervising provider based on the escalation hierarchy of the organization. It's used to rapidly address critical situations to prevent further adverse events.

What is the purpose of an escalation?

The purpose of an escalation is to address urgent situations promptly, preventing potential adverse events or delays in critical decision-making.

What is individual escalation: 

When an individual is being escalated, Hypercare will send a STAT message, emails, SMS, and phone-call notifications to the receiver every 5 minutes. This process continues until the recipient acknowledges the escalation or until the individual who started the escalation has ended the escalation manually.

How to start an individual escalation on mobile:

1. Open the Hypercare app and tap on the "Chats" icon located in the bottom left-hand corner. 
2. Open up the 1-on-1 chat (you are unable to escalate in a group chat) where you intend to initiate the escalation. 
3. Press and hold the message you want to escalate, then tap "Escalate" from the popup list that appears.
4. Select "Individual Escalation" as the type of escalation and tap "Next" located in the top right-hand corner. 
5. Confirm the escalation by clicking "Start" located in the top right-hand corner.
6. Once confirmed, Hypercare will automatically open a chat with the person initiating the escalation and the individual being escalated. A STAT message will be sent automatically.
7. To track the progress of your escalation, click on the yellow banner located at the top of your "Chats" tab.

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What is a department escalation?

When a message is not acknowledged by the primary provider after a certain time period, you can choose to start a department escalation. Based on the escalation policies or escalation ladder, Hypercare will sequentially trigger other providers within the department by sending emails, SMS, and phone call notifications until someone acknowledges the escalation or until the individual who started the escalation has ended it manually.

To set up escalation ladders, please contact Hypercare Support.

How to start a department escalation on mobile:

Currently, there are two ways to start a department escalation on mobile.

You can either start a department escalation from a specific chat:

1. Open the Hypercare app and tap on the "Chats" icon located in the bottom left-hand corner. 
2. Open the specific chat where you intend to initiate the escalation.
   
3. Press and hold the message you wish to escalate, then tap "Escalate" from the popup list.
4. Select "Department Escalation" as the designated escalation type.
5. Choose the appropriate department and escalation ladder, then click "Next" located in the top right-hand corner. 
6. You'll be able to see the exact users or roles that your message will escalate through. Confirm the escalation by clicking "Start" located in the top right-hand corner.
7. Once the escalation is confirmed, Hypercare will automatically create a group chat with the person who started the escalation and the people who are being escalated.
8. To track the progress of your escalation, click on the yellow banner at the top of your "Chats" tab.

Or you can also start a department escalation from the on-call tab:

1. Open the Hypercare app and tap on the "On-Call" icon located in the bottom left-hand corner. 
2. Choose the relevant department.
3. At the bottom of the screen, tap "Start a department escalation".
4. Choose the appropriate escalation ladder and type in the message you wish to escalate. Tap the "Next" button to continue. 
5. Tap on the desired start level for your escalation. Confirm the escalation process by clicking "Start" located in the top right-hand corner.
6. Once the escalation is confirmed, Hypercare will automatically create a group chat with the individual who started the escalation and the individuals who are being escalated.
7. To track the progress of your escalation, click on the yellow banner at the top of your "Chats" tab.

To end an escalation:

For individuals who received the escalation:

1. Once the escalation is confirmed, Hypercare will automatically create a group chat with the individual who started the escalation and the individuals who are being escalated.
2. To end an escalation, navigate to the individual escalation group chat and click on "I acknowledge this escalation".

For individuals who started the escalation:

1. Open the Hypercare app and navigate to the group chat that is associated with the escalation.
2. Click on the yellow banner positioned at the top of the chat.
3. Select "end escalation" displayed at the bottom of the screen.
4. Confirm your selection by clicking on "OK" when prompted. 

What is an escalation?

Escalations can be defined as the process by which a message is promptly communicated to the most responsible provider or the supervising provider based on the escalation hierarchy of the organization. It's used to rapidly address critical situations to prevent further adverse events.

What is the purpose of an escalation?

The purpose of an escalation is to address urgent situations promptly, preventing potential adverse events or delays in critical decision-making.

What is an individual escalation? 

When an individual is being escalated, Hypercare will send a STAT message, emails, SMS, and phone-call notifications to the receiver every 5 minutes. This process continues until the recipient acknowledges the escalation or until the individual who started the escalation has ended the escalation manually.

How to start an individual escalation on the web app:

1. Open the Hypercare web-based app and tap on the "Messages" tab located in the top right-hand corner. 
2. Open up the 1-on-1 chat (you are unable to escalate in a group chat) where you intend to initiate the escalation on from the list of your chats on the left-hand side.
3. Hover over the three horizontal dots labelled "More" on the right side of the message that you wish to escalate, then tap "Escalate" from the popup list.
4. Select "Individual Escalation" as the type of escalation. Tap "Next" located in the bottom right-hand corner. 
5. You'll be able to see the exact users or roles that your message will escalate through. Confirm the escalation by clicking "Confirm" located in the top right-hand corner when the confirmation popup appears.  
6. Once confirmed, Hypercare will automatically open a chat with the individual who started the escalation and the individual who is being escalated. A STAT message will be sent automatically.
7. To track the progress of your escalation, click on the yellow banner located at the top of your "Messages" tab. 

What is a department escalation?

When a message is not acknowledged by the primary provider after a certain time period, you can choose to start a department escalation. Based on the escalation policies or escalation ladder, Hypercare will sequentially trigger other providers within the department by sending emails, SMS, and phone call notifications until someone acknowledges the escalation or until the individual who started the escalation has ended it manually.

To set up escalation ladders, please contact Hypercare Support.

How to start a department escalation on the web app:

Currently, there are two ways to start a department escalation on the web-based app.

You can either start a department escalation from a specific chat:

1. Open the Hypercare web-based app and tap on the "Messages" tab located in the top right-hand corner. 
2. Open up the 1-on-1 chat (you are unable to escalate in a group chat) where you intend to initiate the escalation on from the list of your chats on the left-hand side.
   
3. Hover over the three horizontal dots labelled "More" on the right side of the message that you wish to escalate, then tap "Escalate" from the popup list.
4. Select "Department Escalation" as the designated escalation type. Tap "Next" located in the bottom right-hand corner. 
5. Choose the appropriate department and escalation ladder, then click "Next" located in the top right-hand corner. 
6. You'll be able to see the exact users or roles that your message will escalate through. Confirm the escalation by clicking "Confirm" located in the top right-hand corner when the confirmation popup appears.  
7. Once confirmed, Hypercare will automatically open a chat with the individual who started the escalation and the individuals who are being escalated. A STAT message will be sent automatically.
8. To track the progress of your escalation, click on the yellow banner at the top of your "Messages" tab. 

Or you can also start a department escalation from the on-call tab:

1. Open the Hypercare web-based app and tap on the "On-Call" icon located in the top right-hand corner. 
2. Choose the relevant department.
3. At the bottom of the screen, tap "Start a department escalation".
4. Choose the appropriate escalation ladder and type in the message you wish to escalate. Tap the "Next" button to continue. 
5. Tap on the desired start level for your escalation. Confirm the escalation process by clicking "Start" located in the top right-hand corner.
6. Once the escalation is confirmed, Hypercare will automatically create a group chat with the individual who started the escalation and the individuals who are being escalated.
7. To track the progress of your escalation, click on the yellow banner at the top of your "Chats" tab. 

To end an escalation:

For individuals who received the escalation:

1. Once the escalation is confirmed, Hypercare will automatically create a group chat with the individual who started the escalation and the individuals who are being escalated.
2. To end an escalation, navigate to the individual escalation group chat and click on "Click here to acknowledge and end escalation".

For individuals who started the escalation:

1. Open the Hypercare web-based app and navigate to the group chat that is associated with the escalation using the "Messages" tab located on the top right-hand corner.
2. Click on the yellow banner positioned at the top of the chat list on the left-hand side.
3. Select "end escalation" at the bottom of the screen.