👀Viewing & managing results

View, understand, and manage critical lab results that have not been picked up yet and need manual intervention

Viewing Test Results

Accessing the dashboard

1. Go to 'Clinical' → 'Alerts Dashboard'

2. Toggle 'Show Outstanding Only' to focus on unresolved cases that need attention

   

Finding specific results

• Search by NRIC or Accession Number

• Filter by lab type (Biochemistry, ECG, Haematology, Microbiology, Radiology)

• Filter by criticality type

• Filter by date range

Understanding results

Each result card displays:

• Lab Result Details: Lab name, accession number, procedure, ordering doctor, authorising doctor, result values and criticality type

• Patient Information: Patient identifiers, specialty, location, and attending doctor

• Timing: When the result was triggered and total resolution time

• Actions: Complete escalation history showing who was alerted and responses received

IF an ordering, attending or authorising doctor is on leave

• We will display an indicator beside the doctor's name to display they are on leave

• Refer to Setting up Leave Rosters to find out more about leave rosters

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Understanding status and escalation history

Status types

Acknowledged (Green): Doctor responded via SMS or EPIC, or contact center closed the case

• SMS Response:

  • Clinicians can reply, '1' or '2' to acknowledge their critical result via SMS

  • Responding phone number is matched with Rooster Directory contacts

• EPIC Response:

  • Clinicians can acknowledge critical alert via EPIC

  • Incoming MCR number from EPIC is matched with Rooster Directory contacts

• Multiple Doctors acknowledge the SMS: First doctor to respond is recorded as the acknowledger, but the rest will still be logged

Example showing result acknowledged via SMS

Example showing result acknowledged via EPIC

In Progress (Yellow): Result currently escalating through alert chain or under manual intervention

Not Picked Up (Red): All escalation levels completed but no clinician response received

Closed: System auto-closed the result (Only if manual intervention has been configured to be skipped)

Scheduled (Blue): Results scheduled to send only during office hours:

• They won’t appear to escalate immediately

• No escalation trace will be visible until the next office hours, when the alert is actually sent to the clinician

'Closed within X min' shows total time from when the result was created (i.e MSH timestamp) until acknowledgment or closure.

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Managing Critical Test Results

Manual intervention for 'Not Picked Up' results

Contact center users can handle unresolved results by:

Option 1: Assign to yourself

1. Click 'Assign to Me' to take ownership of the case.

2. Status temporarily changes from 'Not Picked Up' to 'In Progress'.

Option 2: Assign to another clinician

1. Click 'Assign to Me' to open the form

2. Fill required fields in the form that appears:

   • Doctor/Staff: Select from dropdown

   • Doctor/Staff Name: Enter name (required)

   • Mobile Number: Contact number

   • Radiologist/Lab Staff: If applicable

   • Remarks: Additional notes

3. Click 'Submit'

Important: Clinicians can still acknowledge results after manual intervention starts, but only within 1 hour of receiving the original alert.