Escalations
Request service levels and escalation in EDFlow for charge nurses: urgent requests without a response, Going now timers, thinking of leaving, over-the-usual-wait alerts and reassessments overdue.
Escalation makes sure no request is forgotten. As charge nurse you're the first escalation point for most of them.
Levels
| Priority | First-response target | Escalation 1 | Escalation 2 |
|---|---|---|---|
| Urgent | 2 min ("Going now" or "Can't go") | Charge nurse and triage pool; staff push "Urgent request · Zone"; board alert | 5 min without an in-person resolution: charge nurse and physician in charge |
| High | 5 min | Charge nurse | 15 min: zone nurses |
| Normal | 15 min | Highlighted in red | 30 min: charge nurse (comfort requests go to the zone nurse instead) |
| Low | 30 min | Highlighted in red | — |
requests.urgentGoingNowMinutes (default 5 minutes)
- For non-urgent requests, acknowledging stops escalation.
- For urgent requests, only a resolution stops it. "Going now" pauses it for 5 minutes; if the request isn't resolved by then, escalation resumes at the next level. "Can't go" reassigns it to you or the zone at once.
- An escalated row carries an Escalated to charge badge. Every escalation is audited.
"I'm thinking of leaving"
The patient's phone asks them to talk to a nurse before going, and tells them they can still be seen. You're notified at creation, and the attending too once the patient has been seen. It is urgent for CTAS 1 and 2 and for visits with "must not leave" or custody flags. The board shows a Thinking of leaving alert.
Over the usual wait
When a patient's current step passes p90 for this site, weekday and hour, a low-priority item appears in the Over the usual wait lane (at most one per visit per stage). Acknowledging it changes the patient's screen to "Your care team knows you're waiting."
Reassessment overdue
The board's stats row counts waiting patients overdue for reassessment against the site's CTAS intervals. Triage nurses clear them with Reassessed.
Urgent requests from outside
A patient who stepped out and taps "I feel worse" appears as "Patient is OUTSIDE the department" on every staff surface. Their phone tells them to come back or call 911.
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