What
You can close an escalation by pressing the presence button, through a nurse call system integrated with Nobi, in the web application, or in the Nobi Mobile App. Nobi can also close an escalation automatically (for fall escalations only, once confirmed).
In the Nobi Mobile App, there is more than one way to close an escalation: directly in the app, by scanning a Badge, or by being in proximity of the Badge or wearable call button that started the escalation. Which one you use depends on whether Escalations via Nobi Mobile App is turned on, and on your Escalation Preferences.
Assistance calls requested in the Nobi Mobile App are not linked to a Badge. You can always close these app-triggered assistance calls directly in the app or in the web application, whatever the escalation preferences say.
The ways of closing escalations that are available to you depend on how the Escalation Flow is configured for your community.
Who can close an escalation
For each escalation type (falls, resident calls and assistance calls), the Close remotely setting in Preferences decides who can close an escalation in the Nobi Mobile App and the web application. The options are Users and managers, Managers only or No one.
When closing remotely is limited, close the escalation in person:
- For fall escalations and resident calls from a peripheral paired to the Nobi light, such as a call button or pull cord, press the presence button in the housing unit.
- For wearable calls and Badge-triggered assistance calls, use proximity. For Badge-triggered assistance calls, you can also scan the Badge.
If Close remotely is set to No one and no presence button is paired in the housing unit, managers can still close fall escalations and resident calls from a peripheral paired to the Nobi light remotely. Wearable calls and Badge-triggered assistance calls can then only be closed in person.
Why
Close an escalation as soon as the resident or care staff member has been helped. This has two key benefits. First, Nobi stops alerting care staff about the escalation. Second, new escalations can be detected and handled correctly.
For escalations linked to a housing unit, such as fall escalations and resident calls, this means Nobi can create a new escalation in that housing unit when needed. For wearable calls and assistance calls, it makes sure the wearable call button or Badge can start new escalations. It also makes sure a caregiver who requested assistance in the Nobi Mobile App can request a new assistance call when needed.
1. Closing with the presence button
When you enter the room of the resident who needs help, press the presence button to close the escalation. The escalation closes and fall detection in the housing unit is snoozed 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 community uses a nurse call system integrated with Nobi, Nobi sends the escalations it detects 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 as any other escalation. Nothing needs to be done in Nobi.
Each nurse call system clears an escalation in its own way. What gets recorded, such as who closed the escalation and the cause, also differs per system. This is set up in the nurse call system, not in Nobi.
3. Auto-close
If auto-close is turned on, Nobi automatically closes a fall escalation once it has been confirmed and no one has been detected on the floor for five minutes. This stops notifications and makes sure Nobi is ready to detect new escalations.
This can only happen after the fall escalation has been confirmed. There are two ways to confirm it:
- A caregiver presses On my way to claim the escalation in the Nobi Mobile App (when the Escalations via Nobi Mobile App feature is turned on).
- Nobi calls a phone number in the escalation procedure, and the person who answers confirms the fall escalation by pressing “1”.
If neither of these happens, the escalation procedure continues to alert care staff, even if no one is detected on the floor. Resident calls and assistance calls cannot be auto-closed.
Auto-close is the Close automatically setting for falls. You can turn it on or off in the Preferences tab of the Escalation flow.
4. Closing in the web application
Please note: for the best practice, we recommend using the Google Chrome browser.
When you close an escalation, you can choose the resident involved, choose the cause of the escalation, and set a snooze period for the housing unit. For an app-triggered assistance call, the cause was already chosen when assistance was requested. Nobi does not ask for it again.
Snoozing only applies to fall escalations. You can snooze fall detection for up to 3 hours, or choose Don’t snooze. The default is 15 minutes.
You can also see who closed the escalation in the overview of escalations.
- On the dashboard, click on the escalation card.
- The escalation card opens. Click on Next steps.
- You can analyse the escalation, or call the resident through the light to speak with them. Click on Close escalation.
- Here you can select how long to snooze fall detection. Nobi also asks some questions about the escalation, as well as the reason, the resident involved and the cause of the escalation.
- A blue banner confirms that the escalation is closed.
5. Closing in the Nobi Mobile App
Please note: the steps in the mobile app are slightly different depending on whether the Escalations via Nobi Mobile App feature is turned on, and on the remote closing preferences.
Receiving a phone call from Nobi
When phone numbers are set up in the escalation procedure, Nobi calls them one by one, in the order they are listed. If a phone call from Nobi is not answered, Nobi calls the next number after 3 minutes. Nobi strongly recommends adding phone numbers to your escalation procedure. People feel the urgency of a phone call, which makes an escalation less likely to be missed.
When you answer, you hear a short automated message about the escalation. It tells you the type of escalation (fall, resident call, or assistance call) and where it happened: the room name and the housing unit name. When Nobi knows who the escalation is about, the message also gives the name of the resident or staff member. For a fall escalation, for example, you hear: “Hello, this is Nobi. A fall has been detected at [room and housing unit]. Press 1 to confirm and connect to the resident.”
Pressing “1” confirms the escalation, and Nobi stops calling. Answering without pressing “1” does not confirm the escalation.
For fall escalations and resident calls from a peripheral paired to the Nobi light, such as a call button or pull cord, pressing “1” connects you to the resident through the light, with two-way communication. You can comfort the resident while help is on the way. When you have finished talking, simply end the phone call. If two-way communication is not possible, pressing “1” ends the phone call automatically.
If the escalation is still open 10 minutes from the last phone call, Nobi resumes phone calls and keeps doing that until the escalation is closed.
If Nobi detects two or more people in the room of a single-resident housing unit, it pauses further phone calls. This avoids disturbing care staff who are already there and helping. Learn more about automatically pausing phone calls during an escalation.
When Escalations via Nobi Mobile App is turned on, the phone numbers are always the backup. If no one claims the escalation in the app within the set wait time (2, 3, 5, 10 or 15 minutes), Nobi calls the phone numbers. If no caregiver is signed in and free in the app, Nobi starts the phone calls right away. You set the wait time in the Procedure tab of Escalation flow.
When Escalations via Nobi Mobile App is disabled
- Nobi immediately calls the phone numbers that are configured. Answer the phone call from Nobi.
- Press “1” to confirm the escalation and connect to the resident through the Nobi light (when this applies).
- Open the escalation on your mobile device.
- Press Next steps, then press Close escalation.
- The “Close this escalation?” screen opens. For a fall escalation, select how long to snooze fall detection and the reason for the fall escalation.
With “no idea, analysis is required” selected, press Close escalation.
With “actual fall” selected, press Next. Select the resident who fell, if Nobi asks for one, and choose the cause of the fall. Then press Close escalation.
With “not a fall” selected, press Next, choose the likely reason, then press Close escalation.
For a resident call or assistance call, select the resident involved, if any, and the cause. For an app-triggered assistance call, the cause is already filled in. You only choose a resident if one is needed and not yet linked. Then, press Close escalation.
The escalation is now closed on your mobile device.
When Escalations via Nobi Mobile App is enabled
- When you open the Nobi Mobile App, the escalation card pops up. To claim the escalation, press On my way. Other care staff in the working area hear an announcement that you responded, and you show as assigned to the escalation.
- If you claim an escalation and do not close it within 15 minutes, 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 you do nothing within 5 minutes, the escalation is sent again to all care staff as a new notification. For fall escalations and resident calls, Nobi doesn’t ask this while it sees more than one person in the room.
- Press Close escalation.
- The “Close this escalation?” screen opens. For a fall escalation, select how long to snooze fall detection and the reason for the fall escalation.
With “no idea, analysis is required” selected, press Close escalation.
With “actual fall” selected, press Next. Select the resident who fell, if Nobi asks for one, and choose the cause of the fall. Then press Close escalation.
With “not a fall” selected, press Next, choose the likely reason, then press Close escalation.
For a resident call or assistance call, select the resident involved, if any, and the cause. For an app-triggered assistance call, the cause is already filled in. You only choose a resident if one is needed and not yet linked. 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 calls and Badge-triggered assistance calls in person. You use it when the Close remotely setting in the escalation preferences does not let you close remotely.
Some communities need proof that a member of care staff was there in person 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 started the escalation. Proximity closing uses Bluetooth.
Please note: app-triggered assistance calls are not linked to a Badge. Proximity closing does not apply to them. They can always be closed remotely.
In the Nobi Mobile App, a wearable call or Badge-triggered assistance call shows a notice asking you to move near the device. If your phone does not support this, you see a warning instead.
Please note: on iOS, a Badge-triggered assistance call may show a Start scan button. This button is for scanning the Badge with NFC, as described in the section below. It is not part of proximity closing.
- Open the wearable call or assistance call in the Nobi Mobile App.
- Press On my way to accept the escalation. Other users hear an announcement that you responded, and you show as assigned to the escalation.
- If proximity closing is required, the Close escalation button is 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 a Badge-triggered assistance call, move close to the Badge of the care staff member who requested assistance.
The Close escalation button becomes available. - Press Close escalation.
- Choose the resident involved in the escalation and 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.
Badge-triggered assistance calls are linked to the Badge of the care staff member. When you scan a Badge that has an active assistance call, Nobi claims the assistance call for you (On my way) and opens the “Close this escalation?” screen. If the Badge has no open assistance call, the app shows the Badge’s details instead, such as who it belongs to (see Nobi Badge). If you scan a resident’s wearable call button that has no open wearable call, the app shows the resident’s name and housing unit, with a note that no open escalations are linked to it.
Please note: if the Badge has not been assigned to anyone yet, the app shows Badge error. A manager can scan the Badge and assign it to a user on the New Badge detected screen. If the Badge belongs to another community, the app shows Unrecognised Badge.
The steps to scan a Badge depend on the escalation closing preferences and on the type of device you have: iOS or Android. Follow the steps below for your settings and device.
On an iOS device with permission to close remotely
- During an open escalation, hold your device to the Badge linked to the escalation.
- A banner appears that says Nobi NFC Tag. Tap on the banner to start the NFC scan.
- The “Close this escalation?” screen opens automatically. Select the resident involved, if this applies, and the escalation cause, then press Close escalation.
The escalation is now closed by scanning on the iOS mobile device.
On an iOS device without permission to close remotely
- Claim the escalation by pressing On my way.
- The screen shows that the escalation cannot be closed remotely. Tap Start scan.
- 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 the escalation cause, then press Close escalation.
The escalation is now closed by 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 linked to the escalation.
- The “Close this escalation?” screen opens automatically. Select the resident involved and the escalation cause, then press Close escalation.
The escalation is now closed by scanning on the Android device.
On an Android device without permission to close remotely
- Press On my way to claim the escalation.
- The screen shows 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 the escalation cause, then press Close escalation.
The escalation is now closed by scanning on the Android device.
You have now learned the different ways to close escalations in Nobi.
Read our other articles on what to do during an open escalation, or on how to use escalation causes.