Where tasks come from and how they are assigned
How bookings and journeys raise tasks, how a task is matched to a role, centre and shift, and how assignment and escalation policies work.
Tasks in LeapHealthOS are raised for you: by bookings, when a service needs staff, and by journeys, when a patient's care pathway needs a person to act. This page explains where each kind of task comes from, how LeapHealthOS decides who should see it, and how it gets assigned. It is for administrators and supervisors, and for staff who want to understand their worklist.
Sources
The task details show where a task came from in Source:
Source | Raised when |
|---|---|
Booking | A patient is booked for a service that needs staff |
Journey | A patient's journey reaches a step that needs a person |
Manual | A staff member created it by hand (LeapHealthOS has no screen for this; see Working a task) |
External | A connected system created it |
Tasks from bookings
When a patient is booked for a service, LeapHealthOS can raise tasks for the staff the service needs, for example a nurse for an infusion or a phlebotomist for a blood test.
- Which services raise tasks. Each service is set to raise no tasks, one task per booking, or one task per test on the booking. For each, a task is raised for every staff role the service needs.
- Type. Services with a sample type or in a lab category raise Collect a sample tasks. Other services raise Deliver a service tasks.
- Shift. The task's shift (Day or Night) follows the appointment time.
- Assignment at booking. If your hospital allocates staff automatically, the task can be assigned as soon as it is booked, and that person becomes the appointment's provider. Otherwise it waits on the Board.
The task then follows the appointment:
When the appointment is | The task |
|---|---|
Checked in | Starts automatically (Started when the patient checked in) |
Completed from another screen | Is completed automatically (Completed by the system) |
Cancelled or marked no-show | Is cancelled if it had not started |
Rescheduled | Is cancelled for the old time |
When every task for a booking is done, the appointment is completed for you.
Task settings for services
Whether a service raises tasks, and for which roles, has no settings screen in LeapHealthOS yet. Ask your implementation team to set it for each service. See Service catalog and categories for the rest of the service setup.
Tasks from journeys
Journeys raise tasks at the steps where a person has to act:
Journey step | Task type | What staff do |
|---|---|---|
Follow up with the patient | Contact the patient and record what happened as the outcome | |
Collect a form | Fill in a form with Fill form | |
Get a document signed | Help the patient sign, or resend the signing link |
Two more journey features raise tasks: a journey schedule whose action is Engage — create a task, and the Open tasks policy option Escalate to ops — auto-task to ops to decide, which, when a journey ends, raises one task for the operations role. See Schedulers and journey settings.
The Involve node has options to raise a task for staff to link another person, but these do not work yet, so no tasks come from Involve steps today.
For journey tasks, the Outcome you choose when you complete the task tells the journey which way to go next. The outcomes offered are the ones set on the journey step. A journey can also hand a waiting patient to staff; the history then shows Handed to operations by the journey. See Journeys overview and concepts.
How a task finds the right people
Every task is for a role (a staff type, such as Nurse or Lab Technician), at a centre, in a shift, and usually for a patient.
- The task appears on the Board of staff with that role at that centre.
- When you assign or hand over a task, the list of people only includes active staff whose role covers the task's role, including roles that inherit from it.
- Once assigned, the task appears on that person's My day.
- Administrators see tasks for every role.
Staff types and role inheritance are set up in Roles and permissions.
Priority and due time
Each task has a priority of Low, Normal, High or Urgent, and usually a due time. Supervisors can change both in the task details. Overdue tasks count towards each person's Overdue card on the Tasks page.
Reminders and escalations
A task that stalls (nobody picked it up, it was assigned but not started, or it is past its due time) can climb an escalation policy. Administrators set these in SettingsPlatform ConfigurationSystem Settings, on the Organisation tab, under Escalation policies:
- Scope. Choose Whole organisation or a centre. A centre with its own policy list replaces the organisation list for that centre.
- The policy. Click Add policy and give it a Policy key (a short unique name).
- Which tasks. Each policy can be limited by Staff types, Task types, Sources and Priorities. The most specific matching policy is used.
- Levels. Click Add level. Each level has After (minutes) and does one or more things: Notify recipients (Add recipient, with Send to a staff type pool, a department, a named staff member, the unit head or the reports-to manager), Reassign the task (picking one person by round robin or least loaded, or Keep the assignee), and Then keep escalating, route the journey or close with an outcome.
- Repeat last level every (minutes) repeats the final level until the task moves.
Click Save policies when you are done. A reassignment shows in the task's history as Handed over from … to …. Reminders that a journey step sends about its task show as Reminder sent to …. Heads and reports-to managers come from the org tree; see Org tree, reporting lines and access scope.
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