• Investigating an Incident
• Incident Report
• Responsibilities of Workers
• HWH's responsibility when responding to incidents

Process 

• Incident Report Google form is completed by relevant staff & email notification received by the management team
• The Quality Improvement Coordinator is primarily responsible for creating a Case Note entry into a client file (or Staff>Notice Board for staff incidents) which is linked to an Incident Report card in Quality Central>Incident Management System. The incident case note is pinned to the top of the Client Story whilst it remains open. Once resolved it will be unpinned from the top.
• Process steps are allocated to relevant managers CCMs (Clinical & Client Care Managers) for reports related to clients, and Principal - Staffing & Supports receive steps for reports related to staff. Steps can be added & allocated to appropriate managers with due dates for completion and notifications triggered.

  

  
  The card is then moved along to the next column: Risk Assessment

The Incident Report Card contains a risk assessment matrix, which is completed on the Incident Report Card & corresponding step ticked.

The card is then moved along to the next column: Reportable.

Step 3. Reportable Incident?

• unreasonable use of force 
• unlawful sexual contact or inappropriate sexual conduct 
• psychological or emotional abuse 
• unexpected death 
• stealing or financial coercion by a staff member 
• neglect 
• inappropriate use of restrictive practices 
• unexplained absence.

• 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.

• the NDIS QSC, ACQSC, icare etc. (reportable incidents)
• the police (anything illegal such as assault, sexual misconduct or fraud)

• All incidents reportable to the funding body, e.g. NDIS Quality and Safeguards and Aged Care Commissions and the Aged Care Quality and Safety Commission, must be investigated (see above related item link: Reporting an Incident).
• Where an incident does not require reporting to the funding body, HWH may decide to conduct an internal investigation regardless to ensure improvements can be made.
• Resolving an incident involves addressing any underlying patterns or causes and implementing improvements to the service to minimise the reoccurrence of similar incidents.
• Provide appropriate feedback to all parties while considering confidentiality and privacy requirements.
• Provide clients, their families, and advocates (if involved) opportunities to provide feedback on the response, investigation (if a formal investigation was carried out) and resolution.
• If the incident is a notifiable data breach, urgent remedial action is required and affected persons are notified.
• All the information is recorded in the Case Note linked to the Incident Report Card in the IMS Pipeline in Quality Central.

• Review the incident by examining the incident from start to finish, analysing the investigation report (if a formal investigation was carried out), and reviewing responses and feedback:
  • Is this an isolated incident?
  • Is staff training required?
  • Is staff follow-up (informal or formal) required?
  • Client file update required (Case Note or Care Instruction update)?
  • Does this trigger an update for Company Policy or Process?
  • Continuous Improvement Opportunity completed?

• The incident is reported to the monthly Care & Quality Team meeting