Automated NRC Health Critical Feedback Escalation
Every hour, WebRun scans NRC Health Rounding for any round with a critically low score or a comment flagged as a serious concern, pages the on-call patient experience leader through PagerDuty, and sends an internal Outlook case email to the service recovery team with the room, the score, and the comment.
How do I make sure a hospital's worst patient feedback reaches leadership immediately?
WebRun checks NRC Health Rounding every hour for any round with a critically low score or a comment flagged as serious. It pages the on-call patient experience leader through PagerDuty with the room and the score, then sends an internal Outlook case email to the service recovery team, so the worst feedback reaches leadership within the hour and never touches the patient directly.
- The worst rounding scores reach a leader within the hour, not at the weekly review
- Every critical case has a documented internal record automatically
- On-call leaders are paged only for scores that actually cross your threshold
Built for patient experience directors · chief nursing officers · hospital administrators · service recovery teams
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.nrchealth.comin a real browser with your saved login - no setup, no API keys. -
1
NRC Health Rounding - find critically low scores or comments
nrchealth.com
WebRun opens NRC Health Rounding to find critically low scores or comments. - Open NRC Health Rounding and check the last hour's completed rounds
- Flag any score below your critical threshold or a comment marked serious
- Capture the room, patient, score, and exact comment
Done when Every critically low round from the last hour is flagged with its details.
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2
PagerDuty - page the on-call patient experience leader
pagerduty.com
WebRun opens PagerDuty to page the on-call patient experience leader. - Trigger a page to the on-call patient experience leader for each flagged round
- Include the unit, room, and score in the page
- Follow your existing on-call escalation policy if it isn't acknowledged
Done when The on-call leader has been paged for every critically low round.
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3
Outlook - log the case for the service recovery team
microsoft.com
WebRun opens Outlook to log the case for the service recovery team. - Send an internal case email to the service recovery team's shared inbox
- Include the full comment and score so context isn't lost
- Never send anything to the patient or family. This stays internal
Done when A documented case email exists for every critically low round this hour.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does the patient or family get contacted?
No. The page and the case email both stay internal, to the on-call leader and the service recovery team. WebRun never reaches out to the patient directly.
What counts as critically low?
You set the score threshold and which comment tags count as serious. Only rounds crossing that bar get escalated.
Does it replace the service recovery alert workflow?
No. It runs alongside it. The service recovery alert pages the charge nurse in real time. This adds an hourly check that escalates the worst cases straight to leadership.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.