Viewing and Acknowledging Alerts

Overview

Alerts generated by Gillie appear on the Customers screen, which the professional reviews and acknowledges. Each alert is linked to a specific customer.

Opening

1. Open Customers from the main navigation.
2. The list shows alerts, with the most current and urgent ones at the top.

List Structure

• Urgency level (red, yellow, gray).
• The customer to whom the alert relates.
• Description and time of the alert. You can see this information by hovering the mouse over the icon next to the customer's name.

Actions

• Click the customer's name to open the alert from the customer's view – you will see more detailed information and background data.
• Acknowledge the alert as handled once you have processed it.

Tip. Review alerts systematically at the start of your shift.

Viewing Alert Details

When reviewing an individual alert, you can see all its justifications and background information.

Alert Background Information

The background information shows why the alert was generated: which measurements, entries, or trends the AI has taken into account. Icons appear next to the alerts and information to help interpret the customer's status.

• exclamation mark icon — A summary of days when observations were made in the customer's data, the reason for the alert, and suggested actions.
• text bars icon — Contents of entries related to the specific alert or information.

Acknowledging an Alert

Acknowledging means the caregiver has taken the alert into consideration and has performed or scheduled the necessary actions. The acknowledgment is recorded for auditing and reporting purposes.

Acknowledging a Single Alert

1. Open the alert or select it from the list.
2. Select the acknowledgment action.
3. Choose the acknowledgment decision. The options are "Action taken" and "No action required"
   • Select 'No action required' if the alert is:
     • Unfounded or incorrect
     • Valid but already known and does not lead to new actions
     • Valid, but considering the customer's overall situation, does not lead to actions
   • Otherwise, select 'Action taken'
4. Write a comment briefly explaining what you did and why.
5. Confirm the acknowledgment.

Acknowledging All Alerts at Once

The list function Acknowledge All as Read allows marking multiple alerts as acknowledged at once. The visibility and permission to use this function may vary depending on the organization and user role.

Important. Only acknowledge alerts all at once when they have genuinely been reviewed. Avoid routine mass acknowledgments — each acknowledgment is logged under your name.

Acknowledgment Times

The organization can define its own response and acknowledgment targets, which are monitored in statistics (e.g., whether alerts have been acknowledged within the recommended time, how many alerts have led to actions).

Writing a Good Acknowledgment Comment

A good comment answers three questions:

1. What did I observe?
2. What did I do?
3. What next?

Tip. Avoid comments like "OK" or "Checked." They do not help the next caregiver nor provide useful information for reporting.

Good to know. The information is retained for auditing even after the alert is acknowledged. You can refer back to it later from the customer's alert history. Therefore, do not leave an alert unacknowledged just because it might be hard to find later.