Prosper Care: Escalation Workflow

Care Managers have many responsibilities when it comes to patients. One of those responsibilities is to review the data when there is a concerning condition identified, speak with the patient and/or their caregivers about the condition and assess if it needs to be brought to the attention of the provider. This escalation workflow sometimes requires documentation that summarizes for the primary care provider (PCP) everything needed so to determine if the PCP should make a change to treatment. It also ensures the care manager performed all aspects of the escalation workflow required. Generating this escalation documentation manually can be time-consuming, error prone and insecure. The new Escalation workflow features make it easier for Care Managers to perform escalations, document it and share it securely with the PCP. Let's walk through how the Escalation Workflow features work.

1. When you have a patient with a concerning value, navigate to the patient results tab and scroll down to the record that is concerning. 

2. In the table of values, you'll see the alert icon near a value that triggered the concern. Click it.

3. The Alert Address Dialog appears allowing you to choose how to address the alert. Click "Escalated" to start the Escalation process.

4. The Escalation Note dialog will appear with a default note populated. Make any changes and Save your note.

5. The Escalation note will appear in the Notes Card. An alert icon will appear to the right of the Note title giving a visual indication of which Notes are from alert escalations.

6. Clicking on the note will bring up the Note Dialog with details of the note. "Download escalation report". 

7. Clicking on the Download button will bring up a dialog asking you to enter in a password. Any password requirements are listed below the password fields. This password will be applied to the document prior to downloading to your local computer ensuring that the file containing the patient escalation data and personal health information (PHI) will be protected.

8. Click "Download" when completed. An encrypted Adobe PDF will be downloaded to your local drive. (Download Adobe Acrobat Reader if you do not already have it https://get.adobe.com/reader/)

9. Open the file in Adobe Acrobat. It will require you to enter the password you set earlier.

10. The Escalation Report itself contains some patient information at the top, the escalation note for this instance and the last 2 weeks of Care Summary Notes and Measurements recorded in the system. This provides a recent history of the care received by a patient and any vitals the patient which helps the PCP understand the patient context and provide continuity of care.

11. The same Escalation Reports are available on the Documents section for the patient.

12. Under Escalation, you can see a list of all escalation reports generated.

13. Select the Timestamp of the Escalation report you want.

14. You will be prompted to enter a password before downloading the document.

That's it! If you have any questions/comments, reach out to us at support@myvetahealth.com or contact your client success representative.