Clinical incident response

Step by step

1. Capture Clinical Service Desk Analyst

   Clinical Service Desk Analyst records the affected service, asset, priority and assignee. Capturing the incident applies the acknowledgment transition and creates the first response event.

   • Open to Acknowledged; first event retained
   • Updates Incidents, Incident response events

2. Acknowledge Incident Responder

   Incident Responder checks the event and accepts the next action; the acknowledgment is an initial response, not a restored service.

   • Response owner and time checked
   • Updates Incidents, Incident response events

3. Investigate Incident Responder

   Incident Responder begins investigation. The workflow moves the incident to Investigating and appends an attributed update.

   • Acknowledged to Investigating; author recorded
   • Updates Incidents, Incident updates

4. Assess impact Incident Responder

   Incident Responder records the clinical service, care impact and clinical owner when patient care is affected.

   • Impact linked to the incident
   • Updates Clinical service impacts, Incidents

5. Resolve Incident Responder

   Incident Responder records the observed restoration and resolves the incident after checking service behavior.

   • Investigating to Resolved
   • Updates Incidents, Incident updates

6. Close Service Manager

   Service Manager reviews the dated response and resolution history before closing the incident.

   • Resolved to Closed
   • Updates Incidents, Incident response events, Incident updates

Clinical Service Desk Analyst

, Incident Responder, Service Manager.