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Situations and playbooks

Start with the first safe action.

When something goes wrong, start with your practice’s approved process. Keep a record of what happened and contact the person responsible for coordinating the response and qualified review.

This is not an emergency or crisis-response channel. Do not enter case details here.

An incident-routing clipboard, evidence envelope, route card, checklist, and pen arranged for a clear first response

If someone is in danger

Use your approved emergency process when there is immediate danger.

For an urgent clinical or safety concern, follow the practice’s current emergency procedure and current official emergency resources. This page does not assess an event or replace qualified help.

Before a playbook is available

Get the right process and people involved.

These steps help you organize a response. They cannot tell you whether a report, disclosure, clinical action, legal response, or another regulated step is required.

  1. 01

    Use the approved immediate process

    Follow the current emergency, safety, privacy, downtime, or escalation procedure that applies inside your practice.

  2. 02

    Keep the record intact

    Preserve the original message, timeline, system status, or other administrative evidence. Do not rewrite the event from memory.

  3. 03

    Decide who coordinates and who reviews

    Identify who coordinates the next step and which qualified person must decide the clinical, legal, privacy, payer, or licensing question.

  4. 04

    Record the next action

    In the practice’s approved system, record who is responsible, who can make the decision, what happens now, and when to check again.

Useful routes available now

Find help for the next step.

Choose the destination that matches the decision in front of you.

Practice operations

Work out who will keep things running

Find guides for tracking unfinished work, recording decisions, managing dates, covering an absence, and leaving a vendor.

Open practice operations

State guides

Find the official state starting point

Open licensing-board, business, privacy, telehealth, and other official state sources.

Open state guides

Sources

Check the source behind a claim

Find the original source and see which guides use it.

Open sources

Playbook status

These situation playbooks are not ready to use.

We’re still checking the claims, sources, scope, and required professional review. Until that work is complete, these playbooks aren’t available to use.

Playbooks in development4 topicsView topics

  • Wrong-recipient communication

    A planned guide to limiting further exposure, preserving evidence, and getting the event classified and reviewed.

  • Critical technology outage

    A planned guide to working through an outage: keep essential work going, preserve evidence, follow approved downtime procedures, restore service, and check the records afterward.

  • Client records request

    A planned guide to receiving a records request and sending it for review. Legal and profession-specific questions still need answers.

  • Lost device or paper record

    A planned guide to limiting exposure after a loss, preserving evidence, checking reporting duties, recovering what you can, and preventing another loss.