The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This chapter explains how to create and configure work flows using the Pathways page.
The topics in this chapter include the following:
– “Notification and Escalation”
– “Goal”
The Pathways page in Admin View enables administrators to configure Cisco Patient Connect work flows for patient events. Pathways contain parameters for notifications, reminders, escalations, videos, and feedback surveys. Administrators configure frequency and duration parameters to manage notification and escalation information and direct it to the correct department.
The following table contains the types of pathways available.
The Settings for all pathways screen contains fields for entering email addresses for escalations and notifications.
The following email addresses are configured on this page:
1. Escalation email ID: This email address will receive all escalations. Typically the lead nurse on duty will be selected to receive escalations.
2. Staff notifications email ID: This email address will receive all notifications. Typically the care staff on duty will be selected to receive notifications.
3. Notification sender’s email ID: This email address will be used as the sender when a notification is sent to the escalation email address. Typically the Cisco Patient Connect administrator’s email address is used or an alias for the application is used such as “CiscoPatientConnect@ourhospital.com”.
The Settings for all pathways screen also contains the subject and content text of the escalation emails. The default text can be used or the administrator can modify it if desired.
Follow these steps to configure the email addresses as well as email subject lines and text:
Step 1 Click the Pathways button in the Content Management menu.
Step 2 In the Pathways menu, click the Settings for all pathways button.
Step 3 In the Staff notification email id field, enter the email address that should receive all escalations.
Step 4 In the Escalation email id field, enter the email address that should receive all escalations.
Step 5 In the Notification sender’s email id field, enter the email address that should be used when a notification is sent.
Step 6 (Optional) Under the Unattended patient email section, modify the Subject and Content text if desired.
Step 7 (Optional) Under the Unwatched video email section, modify the Subject and Content text if desired.
Step 8 (Optional) Under the Missing feedback email section, modify the Subject and Content text if desired.
Step 9 (Optional) Under the Negative feedback email section, modify the Subject and Content text if desired.
Step 10 (Optional) Under the Survey not completed email section, modify the Subject and Content text if desired.
Step 11 (Optional) Under the Task not completed email section, modify the Subject and Content text if desired.
Step 12 Click the Save button to save your changes.
You will create the pathways that you need. Follow these steps to create a new pathway:
Step 1 Click the Create New Pathway button.
Step 2 In the New Pathway dialog box, enter a name for the work flow.
Step 3 Choose a pathway type from the drop-down menu.
Note Most pathway types such as “Patient Admit” and “Patient Goal” can only have one work flow in the system. If you try to create more than one work flow with the same pathway type, an error message will be displayed and you should choose another pathway type or cancel the action. Only the “Disease Specific” pathway type can be used more than once.
Step 4 (Optional) Choose a department if applicable by entering the department’s name and choosing from the pre-populated list.
Step 5 Click the Save button in the dialog box.
Step 6 Configure the settings for the new pathway (see below).
Step 7 Click the Save button at the bottom of the page.
The following sections will explain how to configure sections within the pathways.
Tip Be sure to save your configuration using the Save button at the bottom of the pathway’s screen.
The Notification and Escalation section of a pathway is used to configure escalations. Enter the numbers of minutes that can pass before the care staff is notified and escalation occurs.
The Videos to Watch section allows administrators to assign videos to patients by adding them to pathways. Administrators can also configure reminders, feedback, and escalations for those videos.
To add and configure a video to a pathway, follow these steps:
Step 1 Under the Videos to watch section of the pathway, click the Add Video button.
Step 2 From the drop-down menu at the top of the pane, choose the type of video such as Educational or Relaxation.
Step 3 Choose a video in the list by clicking it.
The video appears at the bottom of the page next to the Add button.
Step 4 Click the Add button to add the video to the pathway.
Now you will configure the video’s parameters for the pathway.
Step 5 (Optional) Check the Recommended check box to add the video to the Required Videos category of Patient View. Patients will then be required to watch this video if this box is checked.
Note If the box is left unchecked, it will appear within the Suggested Videos category of Patient View. Patients will not be required to watch this video if the box is left unchecked.
Step 6 (Optional) Check the Feedback check box if the patient should be required to provide feedback after watching the video.
Step 7 (Optional) Check the Remind check box if the patient should be sent a reminder if the video has not been viewed within a particular amount of time. If you check this box, in the Remind After (minutes) field enter the number of minutes that the patient has to complete watching the video before the reminder is sent.
Step 8 If you checked the Recommended check box, a field appears beneath the Notify nurse if not watched after (minutes) label. Enter the number of minutes that a patient is alloted before the attending care staff is notified that the patient has not watched the recommended (i.e. suggested) video.
Note If a video is no longer desired in the pathway, click the X button next to the video to remove it from a pathway.
The Video Feedback section is used by the administrator to configure the number of minutes that patients are given to provide feedback on a video that they watched. In addition, if patients give negative feedback, it can be escalated so that the staff can address the issue.
Step 1 Enter the number of minutes before care staff is notified that the patient has not provided feedback.
Step 2 Check the check box if you want negative patient feedback escalated.
Step 3 Enter the maximum number of minutes before the case should be escalated to the Escalation email ID (see “Settings for All Pathways”).
The Goal section of the Goal Pathway contains the number of minutes that patients are given to complete the goal before a reminder is sent to Patient View as well as when care staff will be notified that the patient has not submitted whether the goal was met or assistance was needed.
When surveys are assigned to patients by care staff, the patient can be reminded to fill them out and escalations can be sent if the patients fail to submit them within a specified time.
Note Surveys are built in the “Surveys” page of Admin View. See the “Surveys” chapter for instructions on how to create surveys.
To configure settings for surveys, follow these steps:
Step 1 Go to Staff Assigned Surveys.
Step 2 Under Survey Configuration, choose whether the survey should be sent only once to patients or can be sent multiple times (“recurring”) during the patient’s stay.
Step 3 If you choose “recurring”, use the arrow keys to choose the frequency of recurrence and the maximum recurrence.
Step 4 In the Remind After (minutes) field, choose the number of minutes after patients are sent the survey that they should receive the reminder if they have not submitted a completed survey.
Step 5 In the Available After (minutes) field, choose the number of minutes that the survey is available to patients after they submit it. The default setting is “0”.
Step 6 Enter the negative score that would escalate the results of the survey. For example, if you enter “2”, the feedback would be escalated if a patient chooses either the second lowest or the lowest rating in the survey options for answers.
Step 7 In the Notify nurse if not filled, after (minutes) field, choose the number of minutes that should pass before the attending nurse is notified that the survey has not been filled.
The Task Configuration section of a pathway configures the reminders and assignment emails of patient requests. Follow these steps to configure a Task within a patient request pathway.
Step 1 In the Task Configuration section of the pathway, enter the number of minutes that care staff is reminded of the request in the Remind nurse about pending patient request after (minutes) field.
Step 2 In the User groups field, enter the name of the user groups that will be assigned the patient task.
Step 3 In the Users field, enter the name of the users that will be assigned the patient task.
Step 4 In the Aliases field, enter the name of the alias that will be assigned the patient task.
Step 5 Choose email or sms as the method for the notifications in the Send notifications through menu.
The Task Feedback section is used by the administrator to configure the number of minutes that patients have to provide feedback on how a patient request was handled. In addition, the administrator configures whether or not negative feedback about the patient request is escalated.
Step 1 Enter the number of minutes that can pass before care staff is notified that the patient has not provided feedback.
Step 2 Enter the maximum number of minutes that should trigger escalation.
Step 3 Check the check box if you want negative patient feedback escalated.
If the work flow is tied to a particular department, begin entering the department ID in the Select Department field and choose from the pre-populated list.
For diagnosis based work flows, enter the diagnosis code(s) in the Diagnosis Codes field.