An incident is any unusual situation that occurs. It may include everything from a complaint, fall, medication error, injury, missed visit, to simple communication mishaps. Unusual occurrences happen every day. When something happens, we all need to be diligent in reporting information and preventing future mishaps. It is our compliance responsibility.
Incidents
When an incident occurs, the staff member who either witnessed or discovered the incident should complete the Incident Report Form (AE#01) as soon as the situation is safe and they are able to do so. All sections of the form must be complete for accurate data entry. This includes date and time of occurrence. This information should be emailed to incidents@mtnvalleyhospice.org and your supervisor. If you are unable to e-mail, please call your supervisor or the supervisor on call and the Quality Department so that we can ensure there is proper follow-up.
Complaints
Complaints are comments or concerns that have been expressed by anyone about the care and services provided by Mountain Valley Hospice & Palliative Care. Studies have shown that if we address complaints immediately, patients and families will remain satisfied with our services 98% of the time. This information is reported on the Complaint Report Form (AE#02). Regulation requires that we have this information logged within 72 hours. Timeliness of reporting is a requirement.
Knowing how to report incidents and complaints is important. The agency’s QAPI program reviews all reports to look for trends or opportunities to improve our processes, which ultimately results in better provision of care. The goal is to develop processes aimed at preventing similar incidents from happening again. These reports are often referred to as “Avoidable Events”.
These reports should be a part of your documentation standard. The medical record should reflect the facts of the incident or concern. Do not use the words “incidents” or “complaints” in the medical record. Document observations and patient/family reports. Never assume or come to conclusions in the patient record. Your incident or complaint should reflect all details – even information that would not be in the patient record. It is important to reflect what has been done to prevent the situation as well as what we will be doing to prevent it in the future. If you have questions about an incident, please contact your supervisor or an administrative representative for assistance.
Remember: If the incident is an employee injury, Human Resources and the Occupational Health Nurse need to be notified immediately. They will facilitate immediate action that may be needed. In most cases, employee injury reports will be documented by their direct supervisor. In all cases, we want to make sure that every individual has what they need to be safe. Policy requires that employees who have an accident-related injury be evaluated and complete a drug screening.
Other Incident Forms you may need:
- AE#03 Automobile Accident Form – all employees should keep a copy with them at all times to report vehicle accidents
- AE#04 Blood Borne Pathogen Exposure – to report details of any BBP exposure
Instructions for AE#01
- Save the form to your desktop.
- Complete the information.
- Send as an attachment to incidents@mtnvalleyhospice.org and your supervisor.
- If you are having any difficulty saving the form or filling-in information, please contact IT.
Supervisor Follow-up
