Escalation Process. If Customer believes in good faith that Customer has not received quality or timely assistance in response to a support request or that Customer urgently need to communicate important support related business issues to Service Provider’s management, Customer may escalate the support request by contacting Service Provider and requesting that the support request be escalated to work with Customer to develop an action plan.
Escalation Process. 9.1. There will be times when the pharmacist will need additional advice or will need to escalate the patient to a higher acuity care location (e.g. back to their GP or an Urgent Treatment Centre or A&E).
9.2. Option A) Refer the patient for an urgent in-hours appointment (Monday to Friday 8:00-18:30): To escalate a patient during the day, pharmacists should support a patient to make an urgent in-hours appointment with their GP. After agreeing this with the patient, the pharmacist should contact the patient’s GP to secure this appointment. The pharmacist may wish to print a copy of the consultation for the patient to take with them to the consultation with their GP. As part of the GP CPCS programme, it is anticipated that GP practices will make appointments available for when the pharmacist decides that the patient needs to be seen by their GP.
9.3. Option B)
9.4. If it is known that a patient has attended CPCS more than twice within any month with the same symptoms and there is no indication for urgent referral, the pharmacist should consider referring the patient to their GP. 6 xxxxx://xxx.xxx.xx/government/publications/records-management-code-of-practice-for-health-and-social- care
9.5. In all circumstances, if the patient presents with symptoms outside the scope of CPCS the patient should be managed in line with the best clinical judgement of the pharmacist (See Annex E for scope of symptom groups).
9.6. If the pharmacist suspects that the service is being used inappropriately by patients or carers, they should alert the local NHS England pharmacy commissioning team at the earliest opportunity.
9.7. The pharmacist should use their clinical judgement to decide the urgency, route and need for referral.
9.8. When referring patients to a GP, pharmacists should not set any patient expectations of any specific treatment/outcome.
Escalation Process. 7.6.1 The Service Provider shall respond to faults in accordance with the time limits described in this Section 7.5. In the event that resolution of a fault does not occur as outlined in Section 7.5, it is agreed that the Client may escalate the fault response process according to the following timetable: Level 1 ?????? NMC Engineer After 1 hour & & ??????? & Operations Manager & After 3 hours ???????????? Executive Director After 6 hours Level 2 ???????????? NMC Engineer After 2 hours & & ?????????????? & Operations Manager & After 4 hours ?????????? Executive Director After 8 hours Level 3 ??????????? NMC Engineer After 5 days & & ???????????? & Operations Manager & After 8 days ????????????? Executive Director After 14 days Full contact details are included as Table 2
7.6.2 Escalation will be deemed to occur where the Client considers that there has been a failure to provide the agreed level of service. The Service Provider will in these circumstances empower suitable personnel with a level of authority, control and resources to ensure the Service Provider meets the agreed level of service.
Escalation Process. The Escalation Process set forth in this Section 3.5.3 shall be entirely optional and shall not be considered a mandatory prerequisite for either Party to pursue collections or a refund, as applicable, for Charges as to which a Dispute has been denied or closed, nor to pursue any available remedy at law, equity or via applicable regulatory procedures.
3.5.3.1 Contested Disputes with a value of $50,000 or more for a single Dispute, or $100,000 or more for any aggregation of Disputes based on the same Dispute Reason, may be escalated by either Party for discussion and resolution as follows:
Escalation Process. Any support call that is not resolved must be escalated to the Service Provider’s management under the following parameters. Unresolved problems that are classified as critical must be escalated to the Service Provider’s support manager within one hour and to the director level after four hours. If a critical problem is not resolved within one day, it must escalate to the CEO level after two days. The Service Provider’s support staff will escalate unresolved urgent problems to its support manager within three hours, to the director level after one day, and to the CEO level after two days.
Escalation Process. Prior to implementing the arbitration process more particularly described in Article 13 of the Agreement, the parties agree to escalate any dispute first to a discussion between responsible managers, and if they cannot agree, then to the Supervisory Board. However the parties explicitly acknowledge that in the event of the need for an urgent decision the party with primary responsibility will proceed to make the decision, and implement. It is agreed that the party with primary responsibility will make all reasonable and timely efforts to inform the other party of the issue requiring decision, particularly where the issue is one of some consequence.
Escalation Process. As noted above, the governance model strives to resolve the vast majority of issues at the operational level. However, not all issues will be resolved at this level, so the governance model includes an escalation process designed to promptly and efficiently route the issue to the appropriate committee for resolution. Most operational issues will be routed to a solution group; however, the IT Leadership Committee is the first resolver for high profile business, technology, and financial issues. After the DIR Customer and DCS Service Provider determine an issue cannot be resolved at the local operational level and it cannot be resolved with escalation to MSI involvement or the DCS Service Provider meets the escalation requirements for a Service Level Escalation Event or a Governance Escalation Event, the issue is escalated to DIR. DIR triages and makes a further attempt to resolve. If resolution is not reached quickly, then DIR determines the appropriate committee for resolution and coordinates with the committee chair and co-chair to determine when the issue can be placed on the agenda. DIR also coordinates with the DIR Customer and DCS Service Providers involved in the issue to complete the required documentation for DIR Customer input on the process as follows: • DIR assigns an issue number • DIR develops and confirms the issue description, a statement of the facts in the situation • DIR, DIR Customer and DCS Service Provider develop issue resolution paper o DIR provides details including, as applicable, cost implications, additional factual background, contract references, and previous solutions attempted o DIR Customer completes relevant facts, artifacts, and documentation from their perspective o Service Provider completes relevant facts, artifacts, and documentation from their perspective o DIR compiles all information into a single document DIR and the committee chair or co-chair coordinates the distribution of the issue material with the meeting agenda. Meeting agendas and associated material are distributed to DIR Customer IT Directors in advance of the meeting, with approximately 5-7 Business Days for DIR Customers to review and provide input to their committee representative and approximately 2 days for DIR to compile the comments received for distribution to all.
Escalation Process. The Employer will describe, in writing, the steps to be taken where an Employee does not take their meal break to ensure that:
A. wherever possible, the meal break is rescheduled and taken during the shift; and
B. consideration is given to what caused the Employee to miss the scheduled meal break and whether any additional action is required to address those causes to reduce the likelihood of recurrence.
Escalation Process. Any issue or dispute that arises should be escalated, initially with a level 1 contact and through to 3 and the relevant contacts are provided in the relevant Acceptance Form.
Escalation Process. The Parties agree an escalation process for faults that are not cleared within the timescales given in Annex C - Quality of Service, the names and contact details of staff in the escalation process is set out in Schedule 1 - Contact details.
