SOP: On-Call & Escalation Matrix
On-call and escalation contacts with response targets.
SOP: On-Call & Escalation Matrix
Know who to call and in what order for clinical, facilities, IT, and leadership issues.
Escalation order
- Clinical: Charge Nurse → RCC → DON → Medical Director
- Facilities: Maintenance Tech → Facilities Manager → Executive Director
- IT/eMAR: Super User → IT Support → Vendor
Response times
- Emergencies: immediate
- Urgent: within 30 minutes
- Routine: within 24 hours
Download: Escalation Matrix (PDF)