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Effective alert management is essential for delivering high-quality care. Alerts ensure that you are promptly informed about any issues, allowing you to address critical situations as they arise.

Your alerts will show in your inbox, which serves as your real-time monitoring tool for urgent calls and notifications.

However, when the volume of alerts becomes overwhelming, the important ones can get buried, making it difficult to identify patterns and trends that truly need your attention.

Below are a few reasons why you may be getting more alerts than expected and how to solve the issue.

If you are setting up on Birdie and have created Client visits/ medications and did not schedule them to start from your planned live date, you may find that you have a lot of ‘visit plan not completed’, visits not started in time’ and ‘missed medication’ alerts.

Step 1: Check how long a visit can be delayed before a 'Visit not started in time' alert is triggered. If you find these alerts are coming through too soon after the visit start time, get in touch with our Support team. They can help adjust the threshold in your settings. Most agencies choose a threshold between 10 and 30 minutes, but you can set it to whatever works best for your team.

Step 2: Check that your secure call monitoring is correctly set up for your Clients. Make sure they have a searchable address on their profile and the check-in radius is set. Read more about this feature here- Secure Call Monitoring.

You will also want to check that your Carers have location sharing turned on so that they are not generating forced check-in/out alerts. Read more about this feature here- How to optimise the Geo check-in feature.

Step 3: Look at last week's roster, have you taken note of Birdie’s travel time visualisation feature? If carers are consistently late the travel between or to a visit may not be achievable. You can use step 4 below to validate this. Read more about this feature here- How to Use the Travel Time Visual Feature.

Step 4: Use the 'Care Delivery by Carer' report to monitor check-in/out success on a per-carer basis. You may find you only have 1 or 2 carers who are generating alerts for every visit. This report will allow you to pinpoint if that is the case for your agency.

On Birdie, you can set up alert notifications for SMS and email to make you aware when there's something that needs looking into. This ensures you won't miss any important issues. As these alert settings are personal it's important to review what is relevant to your job role, this will ensure you are responding to the most critical alerts.

You can be alerted for:

Step 1: To view and update your notification preferences click on the Settings button at the bottom of the Inbox tab. Read more about this feature here- How to Change Your Alert Notification Settings on Birdie.

Step 2: Check how long a visit can be delayed before a 'Visit not started in time' alert is triggered. If you find these alerts are coming through too soon after the visit start time, get in touch with our support team. They can help adjust the threshold in your settings. Most agencies choose a threshold between 10 and 30 minutes, but you can set it to whatever works best for your team.

Step 3: Check that your secure call monitoring is correctly set up for a Client. Make sure they have a searchable address on their profile and the check-in radius is set. Read more about this feature here- Secure Call Monitoring.

You will also want to check that your Carers have location sharing turned on so that they are not generating forced check-in/out alerts. Read more about this feature here- How to optimise the Geo check-in feature.

If you have received a lot of alerts you may want to resolve the most urgent ones first, in case you have any important actions that need immediate attention.

How to fix this

Step 1: On the Inbox tab, use the alert filters feature to select only the most urgent ones to resolve first. You may want to filter to Actions that have been assigned to me or filter by the highest priority alerts and resolve them first. Read more about this feature here-How to Use The Inbox Feature.

You may be getting a lot of alerts but cannot pinpoint which ones are coming up frequently, this may make it difficult to know how to reduce them.

How to fix this

Step 1: Start by monitoring which types of alerts are most common, you can use the Care Management Trends report on Birdie analytics to see which ones are coming into your agency the most.

If you can see from the report that forced check-in alerts are the most raised alert type then you may want to consider whether your secure call monitoring is correctly set up for a Client. Make sure they have a searchable address on their profile and the check-in radius is set. Read more about this feature here- Secure Call Monitoring.

You will also want to check that your Carers have location sharing turned on so that they are not generating forced check-in/out alerts. Read more about this feature here- How to optimise the Geo check-in feature.

Staying on top of your inbox is important in ensuring your agency is providing safe and responsive care. Actively monitoring your care delivery in real-time not only allows for early intervention but will also save you significant time when completing your longer-term audits.

You may be early into your digital care journey and have not yet established clear roles and responsibilities when it comes to monitoring and resolving your alerts. This can cause a build-up over time.

Birdie recommends establishing a clear plan, outlining responsibilities for resolving alerts. Align with your team on specific timeframes dedicated to managing the inbox effectively.

Step 2: Consider bulk resolving alerts. To bulk resolve alerts, use the slider at the top to select multiple alerts simultaneously. For instance, if a Carer experiences connection issues with their phone or the battery died during the day, numerous alerts might be raised that can be resolved in bulk.

Steps to Bulk Resolve:

This method allows you to quickly address multiple alerts with a simple explanation, avoiding the need to repeat actions individually. This is particularly useful if you were forewarned about potential issues or discovered them afterwards.

Step 3 (optional): Assign actions across your team to make sure these processes are accounted for. Read more about this feature here- How to use the Actions & Tags Feature.

Step 1: You can use the Care Management Trends report. The Alert Responsiveness will show you how quickly your agency responds. You can review your Alert Responsiveness score, which contributes to your overall Birdie Q-Score.

Step 2: Set a daily schedule to review your alerts. For example, you may want to check the inbox first thing in the morning to clear the alerts, then again at lunch and then before the end of your shift. This is especially important on a Friday evening and Monday mornings if you don’t have weekend/on-call staff with access to the hub

Step 3 (Optional): Use the linked actions feature. This will allow you to resolve the alerts whilst keeping them actionable. Read more about this feature here- How to use Recurring & Linked Actions.