Why Dispatches Escalate and How to Check Tech Availability

What causes a dispatch to escalate?

A dispatch can escalate when the selected tech is not available to receive the order. In the cases described, escalations happened because the tech was turned off, not on the schedule at the time of the order, or did not have the correct service type on the profile for that exam.

How do I confirm why a dispatch escalated?

Review these items in order:

1. Check whether the tech was turned on in the system.
2. Confirm the tech was scheduled to work at the time the order came in.
3. Verify the tech was in the dispatch rotation for that order.
4. Check that the tech’s profile includes the correct service type for the exam.

Why might an order go straight to escalation?

An order can go straight to escalation if the system does not find an available matching tech. This can happen when:

• The tech was turned off and later turned back on
• The tech was not scheduled at the time of the order
• The tech was not in the dispatch rotation
• The tech’s profile did not match the required service type for the exam

What should be checked on the tech profile?

Make sure the profile includes the correct service type for the exam. For example, a CT order must match a profile set up for CT, not only CT/X-ray if the dispatch rules require a CT match.

What should I do if a dispatch was escalated unexpectedly?

1. Confirm the tech was active at the time of the order.
2. Confirm the tech was scheduled for that shift.
3. Confirm the tech was included in the dispatch rotation.
4. Confirm the service type on the tech profile matches the exam.
5. If needed, update the profile so the tech can be included in future dispatches.

Summary

Dispatch escalations are tied to availability and matching rules. The most common checks are schedule status, dispatch rotation, active status, and service type alignment.