Request analytics
Request analytics in EDFlow: volume by type, zone and hour, time to first response and to resolve, urgent in-person response, service-level compliance, escalations and alerts per nurse per hour.
What's on the page
- Volume by type, zone, shift and hour.
- Time to first response and time to resolve, p50 and p90, by priority and type.
- Urgent time to an in-person response: "Handled in person", or "Going now" followed by it. Pilot target: p90 5 min or less; first response within 2 min.
- Service-level compliance by priority (pilot target 90% or more).
- Escalations, reminders per request, cancellation rate.
- Alerts per nurse per hour: sounds and push per on-shift nursing hour, by role and shift, reviewed monthly with nursing leadership.
- A de-identified list of urgent requests: time, zone, first response, in-person response, escalation level.
Definitions
- First response is an acknowledgement, "Going now" or "Can't go". A request resolved without one uses the resolve time.
- Excluded: FYI items, cancelled, duplicate, and closed at departure without a response.
- Compliance counts a request closed at departure without acknowledgement as a breach only if it was already past its target.
Reading it
- Many comfort requests in one zone: consider a support-pool worker on that shift.
- Slow high-priority response in the waiting room: check the triage pool assignments.
- Rising alerts per nurse: check routing and whether low requests are being escalated.
Related
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