How do I report an incident?
What is an incident?
An incident is anything that affects a client’s safety, wellbeing, or rights, or shows a failure in how we operate. This includes things that happen to clients, and failures by staff or the organisation.
If something felt wrong, wasn’t handled properly, or could have gone better, log it. When in doubt, report it.
Do I need to be certain before I report? No. If you’re unsure, report it anyway. It’s always better to log something minor than to miss something important.
What if it nearly happened but didn’t? Still report it. Near-misses help us prevent real incidents later.
How quickly do I need to report? Same day where possible.
What counts as a client incident?
- Falls, trips, or near-misses
- Medication errors or missed medications
- Injuries (to client or worker)
- Unexpected changes in health: confusion, pain, difficulty breathing
- Client refusing care or becoming distressed
- Client wandering or leaving unsafely
- Theft, missing belongings, or property damage
- Safeguarding concerns: abuse, neglect, financial exploitation
- Equipment failure affecting care
What counts as a staff or organisational incident?
- A carer didn’t show and no replacement was arranged
- Calls, messages, or tasks weren’t followed up
- A complaint wasn’t actioned
- Scheduling, billing, or administrative errors
- Incorrect or missing records
- A client wasn’t given the right information to make their own choices
- Any head office failure that affected a client or their care
What is a privacy incident? Any time client information was seen, shared, or handled incorrectly, leaving paperwork visible, discussing a client where others could hear, sending information to the wrong person, or losing a device with client details on it. These must be reported. Some are legally required to be notified to the government.
What if I’m reporting someone I work with? Reports go to management, not to the person involved. Reporting in good faith is always the right thing to do. Not reporting a genuine concern is the bigger risk — to the client and to you.
Please complete this incident form, even if you are unsure if the incident is reportable.