Escalation pathway mini‑guide

Patients often aren’t sure when to message, when to call, or when to seek urgent care — which leads to unnecessary portal traffic, delayed care, and safety risks. This mini‑guide gives you a simple, adaptable escalation pathway you can share with patients to set clear expectations and reduce uncertainty.

---

Why escalation pathways matter

• reduce inappropriate portal messages

• improve patient safety

• prevent delays in care

• reduce clinician inbox overwhelm

• give patients a sense of control and clarity

Most patients have never been taught how to triage their own symptoms. A clear pathway solves that.

---

The 3‑tier escalation pathway

• 1. Green zone — stable or expected symptoms

  Examples:

  • mild, stable symptoms

  • expected side effects

  • routine updates

  • questions about ongoing treatment

  
  Pathway:

  • Patient should send a non‑urgent message.

  • Clinician responds within ___

  
  Pro tip 💡

  Use the phrase “This is a great use of messaging” to reinforce appropriate portal use.

• 2. Yellow zone — new, changing, or worsening symptoms

  Examples:

  • symptoms that are new

  • symptoms that are worsening

  • concerns that need same‑day guidance

  • questions that affect treatment decisions

  Pathway:

  • Patients should: call the clinic for same‑day triage.

  Pro tips 💡

  • Patients often default to messaging even when worried.

  • Use this line: “If something is changing or getting worse, calling the clinic gets you help faster.”

• 3. Red zone — severe or concerning symptoms

  Examples:

  • severe pain

  • difficulty breathing

  • chest pain

  • signs of infection

  • anything that feels urgent or unsafe

  
  Pathway:

  • Patient should: seek urgent care or emergency care immediately.

  
  Pro tip 💡

  • Use “safety language” to normalize escalation: “If you ever feel unsafe or unsure, it’s always okay to seek urgent care.”

---

How to implement the pathways

Script

A short script you can use to share the pathway with patients:

“I want to make sure you always get the right level of support. Here’s a simple way to know what to do:

• Green: Stable symptoms [list example symptoms] → send a message

• Yellow: New or worsening symptoms → call the clinic

• Red: Severe or concerning symptoms → urgent care or ER

If you’re ever unsure, choose the higher level of support.”

---

Template for after-visit summaries / portal messages

You can paste this directly into after‑visit summaries or portal messages:

• Green — Stable symptoms [list example symptoms]
  Okay to message. I’ll respond within ____.

• Yellow — New or worsening symptoms [list example symptoms]
  Call the clinic so we can help you the same day.

• Red — Severe or concerning symptoms [list example symptoms]
  Go to urgent care or the ER. If you ever feel unsafe, seek care immediately.

---

Next steps

Explore additional Quick Wins to support efficient communication, visit flow, and documentation.