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 ladders of the organization. It's used to rapidly address critical situations to prevent further adverse events.
Purpose of escalation:
The purpose of escalations are to ensure that the appropriate provider is being notified promptly during an urgent situation.
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 until they acknowledge the escalation or 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 on your mobile device.
2. Open up a 1 on 1 (you are unable to escalate in a group chat) chat where you want to escalate a message
3. Press and hold down on the message that you would like to escalate, and select "Escalate" from the pop up.
4. Select "individual escalation" as escalation type and click "Next".
5. Confirm the escalation by clicking on "Start".
6. Once confirmed, Hypercare will open a chat with the person who started the escalation and the person who is being escalated. A stat message will be sent automatically.
7. You can view your escalation progress by clicking on the yellow banner on top of your chats tab.
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What is 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, phone call notifications until someone acknowledges the escalation or the individual who starts the escalation has ended the escalation.
To setup 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 on your mobile device.
2. Hold down on the message that you would like to escalate, and select "Escalate" from the pop-up.
3. Select "department escalation" as the escalation type and click "Next".
4. Select the appropriate department and escalation ladder and click "Next".
5. You'll be able to see the exact users or roles that your message will escalate through. Confirm the escalation by clicking on "Start".
6. Once confirmed, Hypercare will create a group chat with the person who starts the escalation and the people who are being escalated
7. You can view your escalation progress by clicking on the yellow banner on top of your "Chats" tab
Or you can also start a department escalation from the locating tab:
1. Open the Hypercare app and tap on the "locating" icon on your mobile device.
2. Select a department.
3. At the bottom of the screen, select "Start a department escalation".
4. Select the appropriate escalation ladder, type in the message you wish to escalate. Click on "Next".
5. Tap on the desired start level for your escalation. Click on "Start".
To end an escalation:
For the individuals who receive escalation:
1. Once the escalation is confirmed, hypercare will create a chat with the person who starts the escalation and the people who are being escalated.
2. To end an escalation, navigate to the individual escalation group chat and click on "I acknowledge this escalation".
For the individuals who start the escalation:
1. Open the Hypercare app and navigate to the group chat corresponding to the escalation.
2. Click on the yellow banner on top of the chat, click on "end escalation" at the bottom of the screen, click on "OK".
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.
Purpose of escalation:
The purpose of escalation is to ensure that the appropriate provider is being notified promptly during an urgent situation.
What is individual escalation:
When an individual is being escalated, Hypercare will keep sending emails, SMS, and phone-call notifications to the receiver until they acknowledge the escalation or 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 on your mobile device.
2. Open up a 1 on 1 (you are unable to escalate in a group chat) chat where you want to escalate a message
3. Press and hold down on the message that you would like to escalate, and select "Escalate" from the pop up.
4. Select "individual escalation" as escalation type and click "Next".
5. Confirm the escalation by clicking on "Start".
6. Once confirmed, Hypercare will open a chat with the person who started the escalation and the person who is being escalated. A stat message will be sent automatically.
7. You can view your escalation progress by clicking on the yellow banner on top of your chats tab.
.
What is 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, phone call notifications until someone acknowledges the escalation or the individual who starts the escalation has ended the escalation.
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 on your mobile device.
2. Hold down on the message that you would like to escalate, and select "Escalate" from the pop-up.
3. Select "department escalation" as the escalation type and click "Next".
4. Select the appropriate department and escalation ladder and click "Next".
5. You'll be able to see the exact users or roles that your message will escalate through. Confirm the escalation by clicking on "Start".
6. Once confirmed, Hypercare will create a group chat with the person who starts the escalation and the people who are being escalated
7. You can view your escalation progress by clicking on the yellow banner on top of your "Chats" tab
Or you can also start a department escalation from the locating tab:
1. Open the Hypercare app and tap on the "locating" icon on your mobile device.
2. Select a department.
3. At the bottom of the screen, select "Start a department escalation".
4. Select the appropriate escalation ladder, type in the message you wish to escalate. Click on "Next".
5. Tap on the desired start level for your escalation. Click on "Start".
To end an escalation:
For the individuals who receive escalation:
1. Once the escalation is confirmed, hypercare will create a chat with the person who starts the escalation and the people who are being escalated.
2. To end an escalation, navigate to the individual escalation group chat and click on "I acknowledge this escalation".
For the individuals who start the escalation:
1. Open the Hypercare app and navigate to the group chat corresponding to the escalation.
2. Click on the yellow banner on top of the chat, click on "end escalation" at the bottom of the screen, click on "OK".
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.
Purpose of escalation:
The purpose of escalation is to ensure that the appropriate provider is being notified promptly during an urgent situation.
What is individual escalation:
When an individual is being escalated, Hypercare will keep sending emails, SMS, and phone-call notifications to the receiver until they acknowledge the escalation or the individual who started the escalation has ended the escalation manually.
What is 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, phone call notifications until someone acknowledges the escalation or the individual who starts the escalation has ended the escalation.
To set up escalation ladders, please contact Hypercare Support.
To end an escalation:
For the individuals who receive escalation:
1. Once the escalation is confirmed, hypercare will create a chat with the person who starts the escalation and the people who are being escalated.
2. To end an escalation, navigate to the individual escalation group chat and click on "I acknowledge this escalation".
