Critical-case escalation to management and clinical leads

Purpose

1.1. Automatically escalate critical air ambulance cases to management and clinical leads for immediate attention, compliance, and intervention.
1.2. Ensure swift notification across communication channels (voice, SMS, email, push, chat) to prevent any delay in emergency response.
1.3. Enable high-priority and customizable escalation flows suitable for hierarchical and cross-departmental needs in air ambulance dispatch operations.
1.4. Maintain audit trails, real-time status monitoring, and regulatory documentation relevant to EMS standards.

Trigger Conditions

2.1. Case severity marked "critical" by dispatch system.
2.2. Prolonged lack of status update or crew response above pre-defined thresholds (e.g., >3 mins).
2.3. Incident report contains keywords indicating urgent or life-threatening scenario.
2.4. Automatic flagging by integrated AI/analytics based on data anomalies or trends.
2.5. Manual override by dispatcher or operations leader.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Messaging API – Configure programmable SMS to send escalation alerts to contacts.
• Sample: Phone numbers, API Key, escalation message.

3.2. SendGrid
• Feature/Setting: Transactional emails – Trigger automated high-priority emails.
• Sample: API Key, recipient emails, critical subject lines.

3.3. Slack
• Feature/Setting: Incoming Webhooks – Post urgent notifications in management/clinician channels.
• Sample: Channel URL, payload format.

3.4. Microsoft Teams
• Feature/Setting: Connector Webhooks – Push alerts to Teams channels for critical response.
• Sample: Webhook URL, escalation message, tagging.

3.5. PagerDuty
• Feature/Setting: Events API – Raise incidents with custom severity mapping.
• Sample: Service integration key, incident payload.

3.6. ServiceNow
• Feature/Setting: Incident management API – Automate critical case creation and escalation.
• Sample: API credentials, escalation rules.

3.7. Zendesk
• Feature/Setting: Tickets API – Open priority cases and set escalation status.
• Sample: Agent, ticket subject, urgency tag.

3.8. Opsgenie
• Feature/Setting: Alert API – Generate alerts with routing to on-call leads.
• Sample: API key, escalation policy, message.

3.9. Salesforce
• Feature/Setting: Case Management API – Auto-create/escalate high-priority cases.
• Sample: API token, logic filter, escalation rules.

3.10. Google Chat
• Feature/Setting: Webhook API – Send automated messages to escalation rooms.
• Sample: Webhook URL, structured message.

3.11. Microsoft Outlook
• Feature/Setting: Graph API – Send flagged email with critical status to group.
• Sample: API key, addressing, flagged message content.

3.12. Cisco Webex
• Feature/Setting: Bots/Webhooks – Deliver emergency notifications in chat spaces.
• Sample: Access token, room and message template.

3.13. Freshservice
• Feature/Setting: Ticket creation API – Set up auto-escalation with workflow rules.
• Sample: API token, priority fields.

3.14. Zoho Desk
• Feature/Setting: Ticket API – Auto-generate escalation tickets with custom tags.
• Sample: Auth token, escalation condition.

3.15. Asana
• Feature/Setting: Task API – Create flagged tasks for crisis management team.
• Sample: Project ID, escalation flag, assignee.

3.16. Jira Service Management
• Feature/Setting: REST API – Log incident and escalate ticket to top-tier responders.
• Sample: API credentials, incident fields.

3.17. Mattermost
• Feature/Setting: Incoming Webhooks – Post direct escalation pings.
• Sample: Webhook URL, message priority.

3.18. WhatsApp Business API
• Feature/Setting: Message API – Notify via WhatsApp for rapid response.
• Sample: Phone numbers, API endpoint, alert message.

3.19. Telegram
• Feature/Setting: Bot API – Send direct alarms to management/lead groups.
• Sample: Bot token, chat ID, formatted message.

3.20. Amazon SNS
• Feature/Setting: SNS topic/subscription – Broadcast urgent case messages.
• Sample: Topic ARN, protocol, message content.

3.21. HubSpot
• Feature/Setting: Ticket API – Auto-create urgent support tickets and route.
• Sample: Access token, escalation property.

3.22. Intercom
• Feature/Setting: Conversations API – Flag and escalate escalation chats.
• Sample: Access token, user ID, priority marker.

3.23. Aircall
• Feature/Setting: Webhook/Integration – Push critical call statuses.
• Sample: Integration key, event trigger.

3.24. Pipedrive
• Feature/Setting: Activities API – Assign critical activity to senior team.
• Sample: API token, activity details.

3.25. Monday.com
• Feature/Setting: API – Create pulse/task in escalation boards.
• Sample: Board ID, status, tags.

Benefits

4.1. Reduces delay in crisis escalation and improves patient safety/outcomes.
4.2. Automates multi-channel, real-time notifications and routing.
4.3. Enhances accountability via audit logs and transparent escalation trails.
4.4. Minimizes human error by enforcing escalation protocols programmatically.
4.5. Scalable across team sizes, departments, and platforms for air ambulance operations.