🔧Creating Routing Rules

Step 1: Go to Routing Rules page

1. In the nav bar, go to Clinical → Routing Rules

2. Click '+ Create New Rule'

Step 2: Fill out rule details

1. Fill out required fields:

• Name: Enter a descriptive rule name (e.g. "Emergency Department Critical Alerts")

• Specialties: Choose at least one (You can also select "All Specialties" for a catch-all. See recommendation below.)

• Locations: Choose relevant locations (You can also select "All Specialties" for a catch-all. See recommendation below.)

• Interval Before Next Escalation: Set number of minutes (max 60 minutes) before escalation from P1 → P2, and P2 → P3

1. Configure office hours for 'Mon - Fri', 'Sat', and 'Sun & PH':

   • Match shifts: Start and end timings should align with start and end of shifts

   • If there are no office hours for Sun&PH: Set start and end time to be the same, and tick the "Use the same rules as During Office Hours" checkbox

Step 3: Configure escalation logic

Set the escalation logic for during and after office hours. You can escalate based on:

• Roles

  • Ordering Doctor (OD): This field is retrieved from result's HL7 message (OBR 16.1 for LIS, ORC 12.1 for Beaker/RIS)

  • Attending Doctor (AD): This field is retrieved from ADT HL7 message based on the AD retrieval logic

• Contacts

  • Specific individuals/shared phones from Directory (e.g., Specialists who need alerts for all critical results from certain specialties, ED phones)

• Rosters

  • Escalate based on selected columns and rows of an On-Call or Team Roster

• AD Team Rosters

  • This finds the incoming AD's team and alerts a specific role that was configured in the rules within that team

Example: AD Team Roster

Using the routing rule below as an example

1. Rooster will first identify the monthly roster name and role specified in the routing rule

2. Rooster will locate the incoming AD (e.g. Dr Eric Wong) and the team they belong to (e.g. KTPH ASU)

3. Rooster will escalate the result to the doctor assigned to the specified role within the same team (e.g. Dr Clem rostered under the HO role)

Step 4: After office hours escalation

• Critical alerts are first escalated to P1, then P2, and lastly P3.

• If still not picked up, they’ll be escalated to the call centre for manual intervention.

• All users in each escalation level will be notified at the same time

• If you have the same escalation logic for during and after office hours, tick 'Use the same rules as "During Office Hours"'

Special options

Skip Manual Intervention – Automatic case closure

Sample routing rule to skip manual intervention:

How escalations will look like:

What this checkbox does:

• Case automatically closes after all escalation levels are complete (P1 → P2 → P3)

• Not escalation to contact centre staff

When to use:

• R1U results: Urgent but don't require contact centre follow-up

• Information-only findings: Results that don't need human follow-up

Use this option carefully

No staff will manually follow up if an alert fails.

Skip notification to doctors on leave

Purpose: Automatically skip notifying ordering/attending doctors who are on leave, if a critical result is triggered

Conditions for skipping (ALL must be met):

• Doctor is OD or AD for this critical result

• Doctor assigned to leave roster with "Full day" leave status

• Leave period overlaps with routing rule's office hours

  • Example: If a doctor is on leave on 5 May, and a critical result arrives on 6 May 7:30am (before office hours), they will still be skipped as the system treats the trigger time as part of 5 May.

For routing rules that only include OD/AD and skip manual intervention

Note: If both OD and AD are on leave, no clinician will be notified and the result will be closed automatically.

FAQ