What
Escalation causes are set up in advance to explain why an escalation happened. Once they are set up, Nobi asks you to select one each time you close an escalation. The list of causes depends on the type of escalation (fall escalation, resident call or assistance call). After an escalation is closed, only managers can add or change the cause. They can do this for all escalations except app-triggered assistance calls.
There is one exception. When a caregiver requests assistance in the Nobi Mobile App, they choose the cause while requesting help. Nobi adds the cause to the escalation automatically and does not ask for it again when the assistance call is closed. The cause is shown on the escalation. Once the app-triggered assistance call is closed, its resident and cause can no longer be changed, not even by a manager.
Why
When you use escalation causes consistently, your organization collects valuable insights. Over time, you can see patterns. For example, falls may happen because of tiredness or a resident’s new medication. This information is key to preventing incidents and improving resident safety.
For more information, see our guide on How to Configure Escalation Causes.
Recording the cause of an escalation also gives you a clearer view of resident care. For more insights into your residents, see Resident Insights.
Detailed steps
Follow the steps below to add an escalation cause to an escalation when you close it, or after the escalation is already closed.
Choosing an escalation cause when closing an escalation
- When you close an escalation, Nobi asks you to choose a reason for the fall from a short list of situations. If a resident has fallen, you can select the matching escalation cause to confirm.
- When you’re finished, click Close escalation
If you indicate that it was not a fall, you choose the likely reason instead. Any Not a Fall causes you added are listed under Other reason.
This works the same way for resident calls and Badge-triggered assistance calls, but without the standard questions. You can choose the escalation cause straight away. For a Badge-triggered assistance call, first choose the resident who was involved, or No resident involved. The causes shown depend on this choice.
Adding an escalation cause after the escalation is closed
Only managers can add or change the cause once an escalation is closed. Here is how to add one for a fall escalation.
- Navigate to Escalations in the left menu.
- Choose the escalation you want to add a cause to and click show.
- Answer the standard questions about the fall. If your answers show that the resident fell by accident, you can then add the escalation cause below.
- When you’re finished, click Save.
This also works the same way for resident calls and Badge-triggered assistance calls, but without the standard questions. You can choose the escalation cause straight away. For app-triggered assistance calls, the cause is shown on the escalation but cannot be changed, because the caregiver who requested assistance already chose it.
When you use escalation causes every time, your organization builds reliable data that makes it easier to understand, prevent, and respond to incidents.