Incidents

Why this matters:

In order for Ongoing Care to continue providing safe support for a client’s care needs and efficiently managing their home care package, it is imperative that any change in condition, incident, or accident be reported.

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An incident or accident may be connected to something that happened whether or not you were receiving care services.

What is going to occur is:

After discussing the situation and deciding on the best course of action, the Ongoing Care team will get in touch with the customer and their representative, if any.

Client incident reporting form

An incident is any act, omission, event or circumstance that occurs in connection with the provision of care or services that:

• Has (or could reasonably be expected to have such as a near miss) caused harm to a service user or another person.
• Is suspected or alleged to have (or could have been reasonably be expected to have) caused harm to a service user or another person.
• The provider becomes aware of, and that has caused harm to a service user.

Aged Care – Serious Incident Response Scheme (SIRS) reportable matters related to episodes of care (please refer to SIRS incident reporting form):

• Unreasonable use of force – for example, hitting, pushing, shoving, or rough handling a service user
• Unlawful sexual contact or inappropriate sexual conduct – such as sexual threats against a service user, stalking, or sexual activities without service user consent
• Neglect of a service user – for example, withholding personal care, untreated wounds, or insufficient assistance during meals
• Psychological or emotional abuse – such as yelling, name calling, ignoring a service user, threatening gestures, or refusing a service user access to care or services as a means of punishment
• Unexpected death – The death is the result of care or services provided by the provider or a failure by the provider to provide care and services
• Stealing or financial coercion by a staff member – for example, if a staff member coerces a service user to change their will to their advantage, or steals valuables from the service user
• Inappropriate use of restrictive practices where there is the restriction of the service users freedom of movement.
• Missing service user – where the service user goes missing during an episode of care

NDIS Reportable Incidents. As a registered NDIS provider, you must notify the NDIS Commission of all reportable incidents (including alleged reportable incidents) that occur (or are alleged to have occurred) in connection with the provision of NDIS supports or services you deliver, even where you have recorded and responded within your own incident management system. It is a condition of your registration that you comply with the NDIS Quality and Safeguards Rules about notifying us of reportable incidents.

For an incident to be reportable, a certain act or event needs to have happened (or be alleged to have happened) in connection with the provision of supports or services. This includes:

• the death of a person with disability
• serious injury of a person with disability
• abuse or neglect of a person with disability
• unlawful sexual or physical contact with, or assault of, a person with disability
• sexual misconduct, committed against, or in the presence of, a person with disability, including
  grooming of the person with disability for sexual activity
• use of a restrictive practice in relation to a person with disability where the use is not in accordance with an authorisation (however described) of a state or territory in relation to the person, or if it is used according to that authorisation but not in accordance with a behaviour support plan for the person with disability

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Provider the Incident is Related to:

Date of Incident:

Time of Incident:

Date of Report:

Location of Incident If date and time are not known exactly add in approximate date and time:

Name of person reporting the incident and contact details:

Relationship of the incident reporter to the service user (Tick box as applicable):

Substitute Decision Maker:

Service user Receiving Care Services:

Related to Provision of care: Was the incident related to the care services being provided?

• YES
• NO

Type of incident:

• Medication Incident
• Infection
• Property Damage
• Equipment Failure
• Motor Vehicle Accident
• Absconding
• Behavior of Concern
• Other

Description of incident:

Did the incident relate to any form of reportable incident under the NDIS or Home Care? If so, refer to reportable incident processes.

• Violence, abuse, neglect, exploitation or discrimination
• Sexual misconduct, unlawful sexual or physical contact with, or assault
• Stealing or financial coercion by a staff member
• Unauthorized use of restrictive practice
• Missing service User
• Unexpected Death
• Serious injury of a person

Describe any injuries sustained from the incident.

Did the incident result in:

• Transfer to hospital (Self drive) – If YES, please list details
• Visit to Doctor – If YES, please list details
• Emergency services called (Fire / Police / Ambulance) – If YES, please list details

What immediate actions have been taken by the incident reporter?

Name of the Person(s) involved in the incident (Specify if they are the service user, staff, partner in care, volunteer, visitor or contractor)

Witnesses of the incident (Specify if they are the service user, staff, partner in care, volunteer, visitor or contractor)

Does the incident reporter have any thoughts about the contributing factors that led to the incident occurring?

Does the incident reporter have any thoughts about what actions need to be taken to prevent the incident from occurring again?

Harm Assessment (to be conducted in conjunction with the Service Provider assigned team member)

Establish whether harm has occurred, or reasonably expected to have occurred. Consideration to physical, psychological, limitations and vulnerabilities and past experiences. Ask the person affected how they feel?

Describe the outcome of the investigation

(refer to Root Cause Analysis to conclude the investigation outcome s, where applicable).

Immediate Action (Include any immediate treatment)

Issue Number, Issue, Action, By Whom, By When and Outcome (follow the details in order and separate with comma)

Has the service user been contacted?

If checked, please add details below(copy this information to the investigation file note)

Has the nominated Substitute Decision Maker (SDM) been contacted? (if applicable)

If checked, please add details below(copy this information to the investigation file note)

Incident manager name and designation

Date and Time

If further investigation is required of the incident, refer to the Incident Investigation Management Form, Root Cause Analysis Form, Investigation checklist, and Reportable Incident Notification Form (use as applicable).

Incident Register Updated (date):

Other notes:

Submit