Playbooks
Step-by-step support for the moments a unit needs you most.
Switch to paper, capture identity, log timestamps.
Confirm scope, capture screenshot policy, escalate by severity.
Who to greet, what to watch, when to step in.
Calm, specific, and actionable communication.
Repro before you escalate. One workstation, one workflow, one user.
Hand off paper queue, named back-loader, single device priority.
Is it a build issue, a permission issue, or a training drift?
Confirm with one source. Speak once. Then close the loop.
When, what to include, what never to include.
Ask permission. Stand side. Narrate. Step back.
Verify timestamps, batch-enter, validate critical orders first.
Map workstations, printers, escalation paths before users arrive.
Take it seriously. Capture wording. Escalation path is fixed.
Three sentences to the charge nurse before you leave.
Stop the workflow. Verify with two identifiers. Document.
Severity sort in 20 seconds. Park two. Solve one.