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Incident management – Client Information

What is an incident?

Safety of clients and staff is our top priority. The way we do things and the systems we use are designed with safety in mind. Despite this sometimes things happen, and client or staff safety is put at risk.

Some examples of incidents are:

• A client falls over and scrapes their arm.
• A worker is in a car accident while travelling between clients.
• A client dies.
• A client is admitted to hospital.
• A client hurts someone.
• Abuse or neglect of a client (see also Abuse and neglect – zero tolerance).
• Any restrictive practice.
• A worker can’t find or contact a client.
• Someone threatens a worker or a client.
• Client has an open wound.

Near misses are also incidents, for example:

• A client falls over but is uninjured.
• A worker feels unsafe.
• A client tells a worker they feel suicidal.
• A client tells a worker things that do not reflect the worker’s experience of reality.
• A worker is concerned about a client.

What happens if an incident occurs?

The worker present will submit an incident report via the app. If a reportable incident has occurred, they will also contact Suitsme management as soon as possible.

The worker’s first priority is to ensure they are safe. Once they are safe, they will provide emotional support to you and support you to access the appropriate services (where required).

What happens after an incident?

Once Suitsme receives the incident report, we will follow it up within one working day. If an investigation is required, it will be done fairly. All reportable incidents have a level of incident investigation.

When following up an incident, Suitsme management will:

• Record the incident.
• Follow the Abuse and neglect – zero tolerance document if the incident relates to abuse or neglect of a client.
• Assign the incident to a specific person (usually a manager) to follow up.
• Ensure the incident is followed up and closed out.
• Identify learnings from the incident and make improvements to reduce the risk of it happening again.
• Follow Reportable incident management (if required).
• Collect de-identified data about the incident to monitor trends.

How will I be supported after an incident?

A manager from Suitsme will get in touch with you to talk about the incident. They will ask you what support would be helpful for you. This could include:

• Checking in and debriefing with you.
• Problem solving and brainstorming with you.
• Ensuring your medical needs are met.
• Linking you to services and resources that can assist you further.
• Ensuring you have appropriate support from Suitsme staff.
• Talking to your family, carer or other supporters.