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Escalation Policy Reporting

Updated

Escalation Policy Reporting data is available through the HHS Data Teams SQL Server Reporting Services (SSRS), commonly known as the BI Reports Portal. Using this portal, clients can subscribe to data sets on a daily, weekly, or monthly basis. The Teladoc Health FleetOps team manages the email subscription services.

The data includes new elements and formats per the Escalation Policy Data Dictionary, recipient action tracking for each action (accept, decline, ignore, unassign), and a row for each notified recipient. Concurrent service request (consult)— calculations for newly created, unassigned service requests (consults) — and time since service request calculations are also included.

Ignored events are excluded but can be reviewed in the encounter audit log or user activity logs. Ignore actions display time since in hh:ss format relating to the response time allowance. Historical data can be applied to new column headers in case of path name changes.

User Activity Log Events

Escalation policy events are in the User Activity Logs (UALs) in Super Admin to enhance tracking and transparency of user actions related to service request (consult) management. Detailed logging of key user events provides valuable insights and accountability.

New user events added to User Activity Logs

  • User accepted (assigned) to a consult, logs when a user accepts and is assigned to a service request (consult).
  • User unassigned from a consult, logs when a user is unassigned from a service request (consult).
  • User declined a consult, logs when a user declines a service request (consult).
  • User Did not respond to a consult, logs when a user does not respond to a service request (consult).

Common data elements in User Activity Logs

  • Username, the name of the user who took the action.
  • User Role, the role of the user within the system.
  • Datetime of Action, the date and time when the action occurred.

Configuration and Usage

  • The new user events will be visible in the User Activity Logs accessible to Super Admin users.
  • These logs will help track and audit user actions related to service request (consult) management, improving oversight and operational transparency.
P/N PL016211.A