INCIDENTS AWARENESSTRAINING

Attachment 15.

Training Presentation

LWB.0001.001.0263

INCIDENTS AWARENESS TRAINING

Learning Outcomes

Understand and identify an Incident.

Know the difference between an Incident, Complaint, and Reportable Conduct.

Understand the Legal and Regulatory requirements around Incident Management

Understand LWB’s expectations regarding Incident handling procedures as per the policy and procedures.

Know how to record an Incident.

Understand the 3 Levels of Incidents and how to deal with each level.

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DEFINING AN INCIDENT

Summary Definitions:

• Incident ~ an unusual or extraordinary event, either accidental or deliberate, that affects or may affect the usual operation of Life Without Barriers.

• Complaint is an expression of dissatisfaction about Life Without Barriers, where a response is explicitly or implicitly expected.

• Reportable Conduct is a formal complaint which involves an allegation about a current or previous employee.

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DEFINING AN INCIDENT

Examples of Incidents within LWB may include the following:

Physical Injury to a worker or client

Property damage

A near miss to a potentially dangerous situation

A medication error

Absconding

Can you add further examples of Incidents to this above list?

All of these examples would need to follow a very specific procedure in being recorded and dealt with by LWB staff and Management.

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DEFINING AN INCIDENT

Activity ~Questions for Discussion

• Refer to the 3 different definitions of Incident, Complaint, and Reportable Conduct (on the previous slide) and discuss the differences between them.

• How can we be clear that we a dealing with an Incident as opposed to Reportable Conduct?

• Give examples of what would constitute an

Incident and what constitutes a Complaint.

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Differences between Incidents and Reportable Conduct

The key differences that need to be kept in mind are:

Reportable conduct matters differ from standard Incidents in the way they are handled. The Investigations Unit at LWB is responsible for the investigation of reportable conduct matters.

Reportable conduct matters are dealt with separately from Incidents and are not recorded on standard Incident Report Forms, nor stored on client’s files.

When a reportable conduct matter arises, the Operations Manager reports it to the Investigations Unit by completing two forms: (1) a PIIR form (Preliminary Incident Report Form) and; (2) an IRA form (Initial Risk Assessment).

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Activity ~ QuestionsWhat constitutes an Incident?

Consider the following and decide/discuss whether it is an Incident, Complaint or Reportable Conduct:

1. A residential worker forgets to give one of the young people in the residential house their twice daily dose of psychotropic medication.

2. A young person tells you their carer locked them in their room for 2 hours after a fight over the television. The carer had also pushed the young person into a wall.

3. A carer tells their SOC on their recent visit that they LWB has not reimbursed her for expenses incurred and the Operations Manager won’t return her call .

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DEFINING AN INCIDENT

Consider the following Case Study and discuss:

Mike is a residential support worker employed by LWB. The residential service outlet has four young men living there between the ages of 14-18.

This service is staffed throughout the day by LWB workers who are helping participants to work towards independent living. Whilst on shift one of the workers asks a participant to attend to a household chore and the client ignores this. The worker asks again and is told by the resident: “Ask me again and I will smash you”. The worker tells the resident this is not acceptable and the resident storms into his room and can be heard to loudly hit something.

The worker checks on this and can see that the resident has put a whole in the wall. He checks the resident’s hand which doesn’t seem to be injured and manages to calm him down shortly after.

1. Is this an example of an incident? If yes, explain what makes it an incident and not one of the other definitions?

2. How does this matter need to be reported and who needs to be involved?

3. If it was the worker that had sworn, threatened the client and hit a wall would this still be reported as an incident or something else? Why?

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LEGAL AND REGULATORY REQUIREMENTS

– Incident management in Life Without Barriers is informed by the legal and regulatory requirements, prescribed by governments and by regulatory and licensing bodies in each area in which we operate.

– Responsibility for incident management is shared between personnel at all levels.

– Incidents may be identified by Life Without Barriers in diverse ways, including through personnel being:

• Directly involved in an incident;

• Present as a witness to an incident;

• Advised of an incident by a client; or

other stakeholders (including persons external to the organisation).

NSW FSO 5.2- FSO 02.02.000 NSW PS APR11 - INCIDENT MANAGEMENT POLICY

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LWB’S INCIDENTS POLICY AND PROCEDURES

– Life Without Barriers systematically maintains clear records of incidents, and manages incident-related data in a transparent and accountable manner that accords with legal requirements, including in respect of confidentiality and privacy.

– Life Without Barriers will establish a system of incident registers to facilitate:

• Timely and accurate recording of incidents;

• Recording and management of incident responses; and

• Analysis of patterns and trends across programs, areas, and the organisation.

NSW FSO 5.2- FSO 02.02.000 NSW PS APR11 – INCIDENT MANAGEMENT POLICY

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LWB’S INCIDENTS POLICY AND PROCEDURES

GUIDING PRINCIPLES

– Life Without Barriers accepts a responsibility to:

• Identify

• Acknowledge

• Record

• Report and

• Manage incidents that occur in our workplaces

– Life Without Barriers is committed to providing the best possible care to clients ...to ensure clients are at all times protected from harm.

NSW FSO 5.2- FSO 02.02.000 NSW PS APR11 - INCIDENT MANAGEMENT POLICY

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WHAT ROLE DO DIFFERENT LWB STAFF PLAY IN INCIDENT MANAGEMENT?

Staff Role Responsibility

Personnel To adhere to local protocols and procedures for incident registration and reporting

Line Supervisors To oversee locally-appropriate management of incidents within span of responsibility

Operations and Area Operations Managers To maintain electronic Incident Registers and hard copy Incident File/s, within span of responsibility.To summarise incidents and related activity monthly.

Quality Assurance Managers To support efficient incident management systems across programs/areas within span of responsibility.To analyse and report on incidents and related activity.

State Directors To support and advise on incident registration and record-keeping across span of responsibility.To summarise incidents and related activity monthly.

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Who is Delegated Responsibility for Incident Management?

Task Position title - Delegations

Notify statutory authority Area Operations Manager

Instigate further action where organisational risk is identified State Director

Support external investigations State Director

Close a level 1 incident Area Operations Manager

Close other incidents Operations Manager

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INCIDENT AWARENESS TRAINING

Brainstorm Activity

In small groups, list as many ideas/reasons for the following questions:

• What could be some possible causes for the occurrence of Incidents with LWB ?

• LWB’s legal requirements specify that “responsibility for incident management needs to be shared between all personnel at all levels”. Do you think this is beneficial? Why/Why not?

• What are the benefits for LWB of having a structured Incident Management procedure?

After 5-10 mins, share the ideas

with the larger group... Discuss.

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What can we learn from Incidents?

“ Incidents provide an opportunity for learning and continuous improvement, and the design, planning, delivery and review of practices, programs, and services should be informed by reviewing the details of previous incidents and responses.”

NSW FSO 5.2- FSO 02.02.000 NSW PS APR11 - INCIDENT MANAGEMENT POLICY

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How do I Record an Incident?

Incident Record Form ~

• This form is to be completed by any person who is involved in, is witness to, or receives information about an incident. Supporting information is in the Incident Policy and related procedures.

• The Intranet link to find the relevant form is:

http://intranet.lwb.local/pol/policy/OOHC 23 Incident Report.dotx

All incidents should be reported to your supervisor or line manager or Operations Manager.

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WHAT ARE THE DIFFRENT INCIDENT LEVELS?

LEVEL

DESCRIPTION

Level 1 Critical Incident requires immediate post-incident response from Life Without Barriers, and: There has been unexpected death OR Injury is sustained that may lead to death within

24 hours Life of client may be in danger OR Life of another person may be in danger OR Adverse public or media attention is/may be

directed at the organisation. Level 1 Incident requires immediate post-incident

response from Life Without Barriers, but where life and/or reputation are not at risk.

Level 2 Incident does not require immediate post-incident response.

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HOW DO I REPORT THE DIFFRENT LEVELS OF INCIDENTS?

LEVEL

REPORT

TIMING

Level 1 (inc Level 1 Critical)

Verbal report Immediate Written incident report Within 48 hours

Level 2 Verbal report By 10am next day Written incident report Within 48 hours

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Purpose statement: To show the actions and reporting processes to follow when an incident occurs

Incident reporting flowchartS

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Incident occurs Level 1 incident?

Verbally advise next level

manager or on-call immediately

Incident is Level 2Verbally inform line manager or on-call manager

by 10:00 next day

Staff member completes Incident

Form within 48 hours

Verbally notify Operations Manager

Notify relevant authorities of

incident

Verbally notify Area Operations

Manager

Level 1 Critical?

Verbally notify State Director immediately

CEO notification required?

Verbally notify CEO immediately

Board to be notified? Notify board

Incident is Level 1 non-criticalNo further immediate action

required

Receive and review incident

form

Manage outcome of incident report

(or delegate)

Lodge in Events Register and

client/carer files as required

Definitions:Level 1Critical: Unexpected death or injury that may lead to death within 24 hours; life of client or other person in danger; or severe adverse public or media attention on LWB. Requires immediate response from LWBLevel 1 Incident: Requires immediate response from LWB but where life and/or LWB reputation are not at risk. Level 2 Incident: Incident does not require immediate post-incident response

No further immediate action

required

No

Yes

Yes

No

Yes

No

Yes

No

References: HR XXX.XX Incident Management

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Incident Reporting Procedure ~ Important Points to keep in mind

In the event that the person who identified the incident (a) is uncertain about the urgency of the situation, or (b) requires advice or support in respect of the incident, he or she must treat and report the incident as a Level 1 matter.

Level 1 reports of incidents (including Level 1 Critical) should be progressed along lines of reporting as soon as the person receiving the report has taken any necessary action to support the reporter and/or manage the incident.

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Activity ~ Understanding the 3 Levels

• Discuss the 3 Levels of Incidents and provide two specific examples for each.

• Have you ever had to deal with any of these levels? Did you know what to do? What happened?

• In small groups ~ in bullet form ~ outline the steps of the Incident Reporting flow chart that need to be taken for each level in the most simplified manner and which staff member is involved.

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The LWB Events Register

The Events register is an on-line registration tool ~ a central data base that captures a record of all events that occur within LWB. These include:

• Incidents

• Complaints

• Suggestions

• Feedback (positive and negative)

• FOI (Freedom of Information) and Subpoena

• Legal events

• Suggestions

• Union events

• Worker’s compensation

(*** The events register will not include reportable conduct, worker’s grievances, or

performance management issues).

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The LWB Events Register

What’s the purpose of the Events Register regarding Incidents?

• The Events register will provide us with a snapshot of the types and levels of Incidents that have occurred over periods of time within LWB.

• At a glance we can ascertain where (regions/areas) incidents have occurred and the types/levels (e.g. Level 1 Critical).

• The events register will also tell us how long it is taking to resolve and close reported incidents, so in this way we can monitor our efficiency in dealing with incidents.

• When an incident is recorded, designated managers and personnel will be responsible for entering the information into the events register.

• Only certain people will have access to the events register and will receive training in its use.

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INCIDENTS AWARENESS TRAINING

Full details and information about LWB’s Incidents Policy and

Procedures can be found in the P&P manual in each office or accessed via the LWB Intranet:

http://intranet.lwb.local/pol/policy/Forms/NSW.aspx

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INCIDENTS AWARENESS TRAINING

Questions for Discussion....

? What are some common incidents that we deal with at LWB?

? Do you know how to record or report an Incident at LWB if you need to?

? What are your concerns or reservations (if any) about

the Incident reporting process within LWB?

? Any further questions?

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IE N D OF 1r RA IT N IT N G