🔊Critical Test Results Dashboard

This section will guide you on how to view, intervene and act accordingly on any critical results that have not been picked up yet.

• How to view Critical Test Results?

• What can I tell from the escalation history on the dashboard?

• How can I, a Contact Center user handle results which have not been picked up yet?

• Can a clinician reply after manual intervention has started?

A sound notification is played on the dashboard to notify contact center users for critical results with the status 'Not picked up.'

Viewing Critical Test Results

1. Navigate to 'Clinical' and click on 'Critical Test Results.'

2. To find a specific result, you can:

   • Search by NRIC or Accession Number.

   • Filter by Lab Type: Biochemistry, ECG, Haematology, Microbiology, or Radiology.

   • Filter according to a specific date range.

1. 'Toggle "Outstanding Only' to view unresolved results that require manual intervention.

Understanding the Critical Test Results Dashboard

Critical Tests Result Details

1. Lab Result Date shows the Date and Time the Result was triggered.

2. Lab Result Details show the Lab Name, Accession No. , Procedure , Ordering Doctor and Result Details.

3. Patient Details show the Patient Identifiers, Patient's Speciality and Location and Attending Doctor.

4. Actions displays who was alerted, when they were alerted, actions taken, and the current status.

5. 'Closed within X min' shows the time from when the result was triggered (timestamp on HL7) till when the result was acknowledged.

Escalation history

In the escalation history, you’ll find four key statuses: Acknowledged, Not Picked Up, In Progress, and Closed.

• Acknowledged: This status appears when a doctor has acknowledged the result via SMS or EPIC or when the result has been manually intervened and closed by contact center users.

  • Ack by EPIC: To identify the doctor who acknowledged the result, Rooster matches the incoming MCR number from EPIC with the MCR numbers listed in the Rooster directory.

  • Ack by SMS: To identify the doctor who acknowledged the result, Rooster matches the phone number of the clinician with the phone number listed in the Rooster directory.

  • Ack by multiple doctors: If multiple doctors are notified, the first doctor to respond will be recorded as the one who acknowledged the critical alert.

• In Progress: Displays when a critical test result is currently escalating or when a contact center user is currently manually intervening.

• Not Picked Up: Indicates that the result was escalated, but no response was received from the clinicians.

• Closed: This status appears when a result is auto closed by the Rooster system. (Applicable if manual intervention has been configured to be skipped).

A screenshot of an alert acknowledged by a clinician via SMS

A screenshot of a message acknowledged by a clinician via EPIC

Handling 'Not picked up' Critical Results

If you're a contact center user handling results that have not been picked up, you can:

1. Manually Assign the Result – Click 'Assign to me' to take over the case. This temporarily changes the status from 'Not Picked Up' to 'In Progress'.

2. Assign to Another Clinician – Fill in the required fields:

   • Only 'Doctor / Staff' , 'Doctor / Staff Name' are mandatory field. Once these have been filled up, user should click on 'Submit.'

Do note that as a contact center, once you start manual intervention, clinicians can still acknowledge these critical alerts. However, they are only able to respond to these alerts within 1h of receiving the result.