Growth
ECW PLAYBOOKUrgent Consult Escalations
Give red-flag referrals a documented, immediate path to the on-call team.
Ready in
2–4 weeks
Typical ECW rollout timeline
Automation lift
Varies
Depends on call mix and workflow scope
Escalations
On-call
Response times follow your protocols
Section
High-risk scenarios
Stroke symptoms, obstructed airways, or surgical complications cannot wait until morning. Yet many practices rely on voicemail and hope someone checks it.
Section
Escalation design
Every urgent referral should follow one, auditable pattern. Document these elements so AI and humans escalate the same way.
- Caller identity + callback number
- Symptom classification + timestamps
- On-call acknowledgement logging
Section
MedReception escalation flow
AI authenticates the caller, gathers required triage data, and triggers the on-call ladder immediately (SMS, voice, Teams, or pager). Every touch is logged back to ECW.
Section
Governance
Define response SLAs and audit them weekly. Provide physicians with concise summaries so they can act without replaying calls.
Next step
Bring this playbook into your ECW environment
We’ll load your scripts, routing maps, and compliance requirements into MedReception AI, then show your stakeholders how each call is logged back into ECW.