Use Case: Creating an Escalation Workflow

In this article, we'll walk through:

• what types of programs benefit (or do not) from this kind of alert in their workflow
• common examples of how this is used in practice

Commonly used in programs that:

• have different protocols for care depending on risk level or need level
• have teams focused on providing different levels of care

Not ideal for programs that:

• have a single workflow for care / do not handle escalations

Many programs have a concept an escalation - such as when a Patient is deemed to have needs outside of the normal care path OR a member of your team feels that they need a higher level of care, is determined to be high risk or needs review from a supervisor. 

Note: This is one example of how this can be set up, you can work with your Welkin representative to discuss additional options to building a workflow to suit the needs of your organization.

Scenario

When a patient is flagged as being high risk by the Coach in the sidebar, an escalation alert is flagged for a Supervisor to review.

How to set this up in Workshop

To achieve this, you will need to create an Alert,  Custom Data, and create a Process. Optionally you may also choose to use a Care Plan if there are multiple steps that need to be taken to address the escalation, we will cover that in the second example.

Step 1: Create an Alert called “High Risk - Escalation”.

Read more about Creating Alerts for additional guidance on what the coach should do, including the actions Call and Email.

Step 2: Create Custom Data

Read more about Custom Data for additional guidance.

1. Click on Create Custom Data
2. Name your Custom Data set and the Display Name. 
   • In our example, we would name the Data set “Risk” and the Field Display Name “Risk”
3. Now, we will define the schema
   • We’ll set the field name to be “Risk Level” and use the same name for the Display Name.
   • Set the data type to be “Drop down” and ensure the checkbox for Required is not checked, and Nullable is checked.
   • Click on Add option to add the following options “High”, “Medium” and “Low"
   • Choose how this will be displayed. 
     • In our example, you can only have one risk score at a time, so we will choose “Single Entry” and ensure that “Display in timeline” checkbox is checked.

 Step 3: Create a Process called “High Risk - Escalation”

1. Click on New Process
2. Choose Create alert
3. Name your process. 
   • In our example, we would name it “High Risk - Escalation”.
4. Under Alert name, choose the Alert you wish to show.
   • In our example, we would choose the Alert we created in Step 1, “High Risk - Escalation”
5. Choose who should see this Alert
   • In our example, we would choose the “Supervisor”. Note: Choose the role in your configuration that should see this alert.
6. Choose for which Phases this applies
   • In our example, we would choose “All”
7. Determine the conditions under which this Process would be executed.
   • In our example, we would choose “Custom data type trigger”
8. Enter the details of the Custom data type we will use
   • In our example, we would choose what we created in Step 2 - Risk
   • Choose the field for which we want to apply
     • In our example, we would choose “Risk Level”
   • Set the condition
     • In our example, we would choose “is equal to”
   • Choose the Value
     • In our example, we would choose “High"
9. Click Create process to save