ESCALATION MATRIX

WHAT IS ESCALATION MATRIX??

An escalation matrix defines who one should notify on management level for various
types of issues — clinical emergencies, resource shortages, technical issues, delivery
problems etc.
 NEED FOR ESCALATION

• Clarifies the boundaries and channels of decision-making

• Solve the problem quickly and with clarity

• Move a high-priority issue up to a higher level

 IMPORTANCE OF ESCALATION

• Ensuring alerts are always addressed

• Improving alert visibility

• Guaranteeing incidents are resolved

within a time period

• Escalation for better communication

 WHEN TO ESCALATE ??

Medical emergencies and Crisis

Situations warranting Help and support

 WHEN TO ESCALATE ?

1. Clinical
 Initiation of difficult IV lines
 Pre-MET situations
 In case of any delay in consultation by
 Investigation related issues
doctors
 Sample / Biopsy related issues
 Any other situations that require
 Costly medications administration immediate attention to prevent the
patient from harm
 WHEN TO ESCALATE ?
2. Operational

 Issues with visitors control  VIP patient details

 Difficulty in dealing with family members

 Handling demanding patients

 Infrastructure & equipment related troubles

 CCU Bed requirement
 Problems related to MM and store indents
 Additional staff requirement
 Patient transport related issues
 WHEN TO ESCALATE ?

3. Financial

OT & Procedural billing related issues

Billing issues
4. Workplace related

Abuse, Assault, Harassment

 Nursing

WHOM TO ESCALATE Consultant

Manager on Duty
Staff nurse Registrar Consultant

Manager on Duty
Shift co-ordinator Registrar Consultant

Manager on Duty
Charge Nurse Registrar Consultant
DNS / NURSING OFFICER
Manager on Duty
Nursing Manager Registrar Consultant

Manager on Duty / DMS / COO

SNS, ND
 EMERGENCY CONTACT

MET TEAM - 1006

DUTY NURSE MANAGER – 7045 / 9940054954

 TIPS FOR AN EFFECTIVE ESCALATION

• Knowledge on warning signs and clinical alarms

• Communication of information using ISBAR (Identification, Situation,

Background, Assessment, Recommendation)
• Being empowered to escalate the matter to any level in order to bring
about immediate resolution of the issue
THANK YOU