Response Times and Escalation for Hospital Jobs

Every job type carries the time within which it should be answered. When that time passes, the job escalates to the supervisor first, then to the duty manager and the administrator.

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Jobs that stay open without an owner

A reported fault can stay open while everyone assumes someone else has it. Escalation makes that visible. Each job carries its raised time and its current holder, so the administrator can read the list of open jobs without asking around.

How the clock works

Set by job type

A blocked toilet in the labour room and a broken chair in an office take different clocks, and each job type is set separately when the module is configured.

Answered, then closed

Response time counts until somebody accepts the job. Closing is a separate step on the same record, and both times are kept.

Follows your reporting line

Escalation goes up the chain your hospital already uses. The route is set during implementation.

Visible to the ward

The nurse who raised the job sees that it crossed its time and moved up. She does not have to chase it.

Weekly review

Jobs past their response time, and who holds them
Departments where jobs cross their time most often
Job types whose time is set too tight, because most of them cross it
Jobs closed within time, department by department
Escalations that reached the administrator, with the reason

FAQ

Frequently asked questions

Does escalation get the work done faster?

No, not by itself. It puts the job in front of someone with authority to move it. A staffing gap in housekeeping at night shows up more clearly, and it still needs a person to fix.

Can urgent jobs skip the queue?

Yes. Urgency is set when the job is raised, and it decides the clock. A theatre emergency does not wait behind an office fan.

Who is told when a job escalates?

The supervisor first, then the person above, by the route you set. WhatsApp, SMS and email are the usual channels, and you choose which.

Can we change the times after go-live?

Yes. Response times are settings. Many teams revise the first set after a month, once the screen shows which jobs cross their time.

Talk to us

Tell us what you need.

Share your requirements and one of our engineers will come back to you within one business day.

What happens after you share your requirements

A senior engineer reads your answers. Nobody phones first.
Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
No call is booked and nothing is paid until you have read the note. Your details stay with us.

Start with your requirements

Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.