Instant notifications of critical incidents

Purpose

1.1. Ensure immediate awareness of critical incidents (health emergencies, security breaches, medication errors) among care staff, supervisors, and external responders.
1.2. Maintain compliance with state-mandated reporting and internal escalation protocols.
1.3. Minimize response time for urgent interventions, safety checks, and risk mitigation.
1.4. Provide audit logs and communication trails to meet regulatory, insurance, and quality assurance needs.
1.5. Enable multi-channel notifications (SMS, email, push, phone) for redundancy and staff preference.

Trigger Conditions

2.1. Incident entry in EHR/care management system marked ‘critical’ or ‘urgent’.
2.2. Real-time system alert from IoT devices (fall detection, door sensors, emergency call buttons).
2.3. Daily checklist or medication task marked as missed or failed with critical status.
2.4. Incoming phone/email/report flagged with pre-defined keywords (aggression, fall, unresponsive).
2.5. Manual input by on-site staff using mobile/desktop app for incident reporting.

Platform Variants

3.1. Twilio SMS
• API: Messages API — configure to send SMS to staff/supervisors on incident creation.
3.2. SendGrid
• API: Mail Send — configure transactional email alerts to care team distribution list.
3.3. PagerDuty
• REST API: Incidents — auto-create and escalate incident notifications.
3.4. Slack
• API: chat.postMessage — instant direct message or channel alert to relevant groups.
3.5. Microsoft Teams
• Incoming Webhook — real-time incident post in dedicated incident response Team/Channel.
3.6. Pushover
• API: Messages — urgent mobile push notifications for rapid staff acknowledgment.
3.7. OpsGenie
• API: Alerts — configure high-priority incident alerts with on-call escalation.
3.8. ServiceNow
• API: Incident Management — auto-generate tickets for critical incidents to IT or facility ops.
3.9. Salesforce
• Platform Events API — trigger automated notifications on care staff objects.
3.10. Freshdesk
• API: Tickets — generate and assign urgent support tickets to crisis management team.
3.11. Zendesk
• API: Ticket Creation — push critical communication as high-priority tickets.
3.12. VoiceCall365
• REST API: Outbound Calls — place automated phone calls to on-call supervisors.
3.13. OneSignal
• API: Notifications — mobile/web push notifications for incident awareness.
3.14. Firebase Cloud Messaging
• API: Send — provide push notification to registered care staff devices.
3.15. RingCentral
• API: SMS/Voice Alerts — deliver SMS or voice alert to emergency response contacts.
3.16. Google Chat
• Webhook — alert critical incident bot to post to incident-response Space.
3.17. Zoho Desk
• API: Ticket Creation — configure new ticket for flagged incidents with escalated priority.
3.18. WhatsApp Business API
• API: Message Send — send WhatsApp message to care team on flagged incidents.
3.19. Mattermost
• API: Post Message — deliver notifications to dedicated crisis channel.
3.20. IFTTT Webhooks
• Webhooks Service — orchestrate triggers to any compatible notification channel.

Benefits

4.1. Reduces time to intervention and improves care outcomes in urgent scenarios.
4.2. Enhances regulatory compliance and ensures full documentation of responses.
4.3. Supports staff safety and morale by enabling multi-channel, always-on alerts.
4.4. Provides management with actionable data to refine protocols and training.
4.5. Maximizes notification reliability with redundancy across email, SMS, push, and calls.