Escalation · Operations
What should be included in a workflow escalation?
A useful escalation explains the operational goal, expected handoff, actual behavior, current owner, age or impact, and checks already completed. It should classify the issue without adding unnecessary patient detail. The goal is to give the receiving team enough context to act without making them rediscover the workflow.
First checks
Work through the workflow before escalating blindly.
- State the task the user was trying to complete.
- State the expected next owner or destination.
- Describe the actual behavior without PHI.
- List checks already completed.
- Classify whether the issue appears to be workflow, training, access, defect, security or clinical.
Ownership questions
- Who receives the escalation?
- Who owns follow-up?
- Who decides whether build/configuration work is required?
- Who communicates the final operational answer back to staff?
Avoid making the problem worse
Common failure patterns
- Patient screenshots in external channels.
- Vague tickets such as “Epic broken.”
- Multiple duplicate escalations for the same issue.
When to escalate
Use your organization’s authorized support channel. Security, patient-safety and clinical issues should follow their dedicated escalation procedures immediately.
Related resources
Continue with the closest workflow tool.
Free workflow tools→Structured Workflow Advisor→Manager Workflow Demand Report→Boundary: Your organization’s approved policy, configuration, security controls and escalation process always control. HelpEpic is independent workflow guidance, not clinical advice or official Epic support. Never send HelpEpic patient names, DOBs, MRNs, screenshots, records, passwords, tokens or confidential internal information.