# The right person hears first, and fast.

> Every incident gets a priority from its severity and type. The right people are told their preferred way. If nobody acts, it escalates to the next person on a timer. Policies are set per facility, so a serious event never waits in an inbox.

Source: https://incidentkit.ai/product/routing-and-escalation · Updated Oct 5, 2026

**Routing and escalation** (investigate): Severity decides who gets paged, and it escalates if nobody acts.

## What it does

- **Priority from severity** Immediate, urgent or routine, set from harm level and incident type.
- **Escalation timers** An immediate incident escalates after a short window. An urgent one waits longer. Each facility sets its windows.
- **Role-based recipients** Medical director, director of nursing, EHS manager, plant manager, administrator: whoever your policy names.
- **Notification preferences** Each person picks how to be told. Email carries a link to the portal, not patient details.
- **Regulator clocks** (rolling out) Some types start a reporting clock, like abuse allegations and severe injuries. The record flags the deadline. Automated rules are rolling out.

## How it works

1. **Set the policy** Choose who is told for each priority, and when it escalates.
2. **Incident arrives** Priority comes from harm and type.
3. **Owner told** With a link to the record.
4. **Escalate if idle** The next person is told automatically.

## Frequently asked questions

### Can we route differently by site?

Yes. Each facility sets its own routing and escalation windows. A surgery center and a plant in one organization can follow different policies.

### Do notifications contain patient information?

No. Notifications link to the record in the portal. They carry no incident narrative or patient details.

### What happens if the owner is out?

Escalation moves to the next role in the policy. An administrator can also reassign the owner at any time.

## Related

- [Incident reporting software: forms, drafts, workflow](https://incidentkit.ai/product/incident-reporting)
- [Corrective and preventive actions (CAPA) tracking](https://incidentkit.ai/product/corrective-actions)
- [Abuse Reporting Deadlines for Nursing Homes: 2 and 24 Hours](https://incidentkit.ai/use-cases/abuse-reporting-deadlines)
- [F609 reporting alleged violations: 2-hour and 24-hour rules](https://incidentkit.ai/compliance/f-tags/f609)
- [OSHA severe injury reporting: 8-hour and 24-hour rules](https://incidentkit.ai/compliance/osha/severe-injury-reporting)
- [F609 reporting alleged violations: 2-hour and 24-hour rules](https://incidentkit.ai/compliance/f-tags/f609)
- [OSHA severe injury reporting: 8-hour and 24-hour rules](https://incidentkit.ai/compliance/osha/severe-injury-reporting)