What
In Nobi, you can configure causes for each escalation type. Once you have configured them, caregivers can choose an escalation cause when closing an escalation. If the cause is not clear yet during the escalation, a manager can add or change the cause after the escalation is closed. Only managers can do this. It is not possible to change an app-triggered assistance call cause as the caregiver selects the cause when making the assistance call.
Escalation causes are grouped by escalation type: falls, resident calls, or assistance calls. You can set fall causes and assistance call causes with or without a resident involved. Not a Fall causes are offered when a fall escalation turns out not to be a fall.
Assistance call causes are also used when caregivers request assistance via the Nobi Mobile App. When requesting help, they choose the cause from the list of assistance call causes. Because of this, Nobi does not ask for the cause again when the assistance call is closed. The Request assistance button only appears in the app when at least one assistance call cause is active. Add causes both with and without a resident involved. That way, caregivers always have a cause to choose from.
All the escalation causes you have added are listed in the Causes tab of the Escalation flow section. You can edit a cause, delete unused causes, archive causes you no longer need, or reactivate causes that were previously archived.
You can delete a cause that has never been used on an escalation. This removes it from the list completely. A cause that has already been used on an escalation can only be archived, not deleted. Archived causes are not removed from the list. They move to the bottom and are greyed out to show they are inactive. You can reactivate them later if needed.
Why
Adding and using escalation causes helps you see the overall trends in your organisation’s escalations. For example, escalations might be caused by fatigue or a resident’s new medication. With this knowledge, you can take measures to prevent future escalations. This makes these insights an important part of your wider care plan. Escalation causes are also shown in each resident’s Resident Insights, which lists their top five fall causes and top five call causes. This gives you a better overview of each resident’s care needs.
When your escalation causes are accurate and up to date, your data stays meaningful over time. As your community’s needs change, you can archive causes that no longer apply without losing your escalation history. You can also reactivate a cause if it becomes relevant again.
Detailed steps
Follow the steps below to configure an escalation cause.
Adding an escalation cause
- Click on Escalation flow in the left menu.
- Navigate to the Causes tab.
- Click + Add at the top of the page.
- Name the cause of the escalation.
- Optionally, add a description of the cause.
- Select which escalation type this cause is for: Fall, Not a Fall, Resident Call, Assistance (with resident) or Assistance (without resident). Assistance call causes can only be configured when assistance calls can be made in your community, for example with a Badge.
- Click Save.
- A green banner confirms the escalation cause was added.
To check that a cause was configured, look at the Causes tab in the Escalation flow section. The change shows there right away.
Editing an escalation cause
The Causes tab lists every escalation cause you have added, with its description and escalation type.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to update and click the edit button.
- Change the escalation cause: update its name, description, or escalation type.
- Then click Save.
- A green banner appears to confirm the changes were saved.
Deleting an escalation cause
You can only delete a cause if it has never been chosen as the cause of an escalation. If it has already been used, archive it instead.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to delete and click the trash icon.
- Confirm that you want to delete the cause.
- A blue banner appears at the top of the page to show the cause was deleted.
Archiving an escalation cause
If a cause has already been used on an escalation, you can only archive it, not delete it. You cannot edit archived causes. Reactivate a cause to edit it again.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to archive and click the archive button.
- Confirm that you want to archive the escalation cause.
- A blue banner appears to confirm the escalation cause was archived.
- Archived causes stay visible at the bottom of the causes list.
Reactivating an escalation cause
Archived causes move to the bottom of the escalation causes list and are greyed out. This makes them easy to find and reactivate when needed.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Scroll to the bottom of the list to find the archived cause. Click Reactivate.
- Confirm that you want to reactivate the cause.
- A blue banner appears to confirm the cause was reactivated.
You can now assign the escalation cause to escalations again.
Now you have successfully edited, deleted, archived, or reactivated an escalation cause. For more on selecting a cause when closing an escalation, see How to Use Escalation Causes.