Feedback collection and escalation workflows

Purpose

1. Automated collection, routing, and escalation of feedback from residents, families, and staff on care quality, facility conditions, and service satisfaction in adult foster care.

2. Ensures rapid detection and resolution of issues affecting care quality or safety.

3. Maintains compliance with state regulatory standards and continuous improvement protocols.

4. Centralizes all feedback from multiple channels for easy tracking and follow-up.

5. Initiates escalation actions for unresolved or high-severity incidents to management.

Trigger Conditions

1. New feedback submission via webforms, email, phone, or physical kiosks.

2. Scheduled post-incident or periodic satisfaction request triggers (e.g., post-discharge).

3. Negative sentiment or threshold keyword detection from feedback analysis.

4. Failure to resolve feedback within specified SLA or time window.

5. Escalation request by frontline staff.

Platform Variants

1. Twilio SMS

• Feature/Setting: Programmable SMS API, webhook for inbound; auto-reply with feedback survey; sample: set webhook URL to feedback endpoint.
  

2. SendGrid

• Feature/Setting: Inbound Parse Webhook for processing feedback emails; Outbound email for survey links; sample: Configure parse URL.
  

3. Microsoft Teams

• Feature/Setting: Adaptive Cards with actionable surveys; Incoming Webhook to post escalations; sample: Card JSON for escalation alert.
  

4. Slack

• Feature/Setting: Slack Events API, interactive message buttons for feedback and escalation; sample: Create workflow trigger on #quality channels.
  

5. Salesforce Service Cloud

• Feature/Setting: Case creation via API; escalation rules configuration; sample: Map feedback webform to Case API endpoint.
  

6. Zendesk

• Feature/Setting: Ticket creation via API for feedback; automation rules for ticket escalation; sample: POST /api/v2/tickets.
  

7. Jotform

• Feature/Setting: Webhook for new form submissions; conditional autoresponder emails; sample: Add webhook to form settings.
  

8. Google Forms

• Feature/Setting: Responses trigger Apps Script; send responses to escalation email; sample: On Form Submit trigger.
  

9. Typeform

• Feature/Setting: Webhook integration for real-time feedback processing; sample: Configure webhook to automation endpoint.
  

10. Freshdesk

• Feature/Setting: Feedback auto-ticketing via API; escalation SLA configuration; sample: POST /api/v2/tickets.
  

11. SurveyMonkey

• Feature/Setting: Webhook to trigger on new survey responses; conditional email to supervisor; sample: Setup webhook integration.
  

12. Qualtrics

• Feature/Setting: Trigger Workflows on new response; Incident escalation logic in workflow builder; sample: Condition: score < threshold → alert manager.
  

13. Zapier

• Feature/Setting: Multi-app workflow; triggers from forms or emails, escalates via SMS or Slack; sample: New Feedback → Paths → Action.
  

14. HubSpot Service Hub

• Feature/Setting: Feedback submission to ticket pipeline; escalation workflows; sample: Feedback Form → Automated Ticket Creation.
  

15. ServiceNow

• Feature/Setting: Incident creation via API; escalation workflow engine; sample: POST /api/now/table/incident.
  

16. Mailgun

• Feature/Setting: Inbound email route for feedback; outbound template for follow-up or escalation; sample: Route to HTTP endpoint.
  

17. Monday.com

• Feature/Setting: Form for feedback intake; automation rule to escalate ‘status = critical’; sample: Custom automation builder.
  

18. Notion

• Feature/Setting: Database for feedback logs; API for triggering Slack/Teams when critical feedback logged; sample: New Item Trigger.
  

19. Trello

• Feature/Setting: Card creation on feedback; Butler automation to mark and escalate overdue cards; sample: Card Due Date Escalation rule.
  

20. Asana

• Feature/Setting: Task creation for every feedback; Rule: “If priority = urgent, assign to manager”; sample: Automation rules.
  

21. Intercom

• Feature/Setting: Conversation API for feedback intake; Operator rules to escalate based on keywords; sample: Trigger rule setup.
  

22. Airtable

• Feature/Setting: Form for input; Automation that emails senior staff on critical feedback; sample: Automation: When severity=High → Email.
  

Benefits

1. Immediate feedback loop improves response times and issue resolution.

2. Reduces manual collection/error risk, standardizes feedback records.

3. Multi-channel collection increases engagement from all stakeholders.

4. Policy compliance and audit trail for regulatory requirements.

5. Faster escalation ensures critical issues are prioritized by the right personnel.

6. Clear accountability with automated task/ticket tracking for every feedback instance.