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HCS07-Incident and Accident Reporting

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Registration Number: {{org_field_registration_no}}

Incident and Accident Reporting Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} manages all incidents, accidents, and near misses in a structured, timely, and effective manner. We are committed to protecting the health, wellbeing, safety, and dignity of the people we support, our staff, and any others affected by our care provision.

When an incident or accident occurs, we do not simply respond; we take time to investigate, understand, learn, and improve. This policy sets out how we do this consistently and transparently, in line with regulatory expectations and the Health and Social Care Standards. Our procedures ensure we provide high-quality care, demonstrate accountability, and reduce the risk of recurrence.

2. Scope

This policy applies to all staff working within {{org_field_name}}, including management, care staff, administrative personnel, agency workers, and any contractors. It is relevant to any event that occurs during care delivery or within the scope of the service which involves injury, harm, risk, or distress to a person we support, a member of staff, or others.

Types of reportable events include, but are not limited to:

3. Related Policies

This policy complements and should be read alongside the following:

4. Legal and Regulatory Framework

{{org_field_name}} is required by law and regulation to manage and report incidents appropriately. This includes compliance with:

5. Policy Statement

At {{org_field_name}}, we believe that reporting and responding to incidents is not merely a regulatory requirement, but a vital part of delivering safe, compassionate, and continually improving care. We strive to create a learning culture where staff feel confident and supported to report issues, and where the lessons learned directly contribute to improved practice.

We also recognise that for the people we support, experiencing or witnessing an incident can be distressing. Therefore, we place equal emphasis on compassionate follow-up, communication, and care plan review following any event.

6. Managing Incidents and Accidents in Practice

6.1 Immediate Response

When an incident occurs, staff are expected to respond calmly and effectively, putting the safety and wellbeing of the person at the centre of their actions. Where injury is involved, first aid must be administered if trained staff are available. In more serious situations, emergency services must be called without delay. Where the incident involves a person we support, they must be reassured, their dignity protected, and their support needs immediately reviewed.

Staff must then inform their line manager or the on-call manager using {{out_of_hours}} if the event occurs outside office hours. This ensures management oversight and the early coordination of next steps. Staff should remain with the individual involved, if safe to do so, and gather factual observations while the event is still unfolding.

6.2 Recording the Event

All incidents and accidents must be documented within 24 hours of the occurrence using our official Incident and Accident Report Form. This form captures a detailed, factual account of the event, including time, location, those involved, a narrative of what happened, any injuries sustained, and the immediate actions taken. If medical attention was required, this should be clearly recorded, along with any witness statements or observations.

The completed form must be submitted to the manager for review and securely filed in the person’s care record as well as our central incident log. Digital records are protected in accordance with our GDPR obligations, overseen by our Data Protection Officer {{org_field_data_protection_officer_first_name}} {{org_field_data_protection_officer_last_name}}.

6.3 Managerial Review and Initial Investigation

The Registered Manager or Deputy Manager will review each report for completeness, accuracy, and seriousness. For moderate to serious events, a proportionate investigation will be launched to determine the root cause. This may involve interviewing staff involved, reviewing care plans and rotas, examining medication records, and speaking with the person supported (if appropriate) or their family or representative.

Where there is a safeguarding concern, the Safeguarding Lead {{org_field_safeguarding_lead_name}} will be involved immediately and will liaise with external safeguarding authorities. The risk level may be reassessed and the person’s support plan updated to reflect any changes in need, care approach, or safety measures.

6.4 Notification to External Authorities

Where required, the Care Inspectorate will be notified via their eForms system. We follow the latest Notification Guidance issued by the Care Inspectorate and ensure all submissions are timely, accurate, and appropriately authorised. Notifiable events include:

We will also notify:

All communications will be carried out in a respectful and supportive manner, with sensitivity to the emotional impact of the incident.

6.5 Follow-Up and Learning

After an incident, we reflect as a team to understand what happened and how we can prevent future occurrences. This may involve updating training content, reinforcing policies in supervision sessions, or changing how we deliver care.

Every incident is recorded in our Service Improvement Log. The management team reviews trends and patterns on a monthly and quarterly basis as part of our quality assurance cycle. Lessons learned are shared at team meetings, in newsletters, and through supervision, so all staff benefit from the knowledge gained.

This continuous learning culture ensures that people we support are safer over time, that risks are reduced, and that the organisation continues to grow in accountability and resilience.

6.6 Support for People and Staff

At {{org_field_name}}, we understand that incidents can be distressing or even traumatic for those involved. We are committed to supporting both the people we support and our staff in the aftermath.

People we support are listened to, reassured, and given time to discuss their concerns. Where appropriate, we offer follow-up visits to explain what actions have been taken and involve them in any review of their care plan. Their views are recorded and respected in the process.

Staff are also offered emotional support, reflective supervision, and guidance on how to handle similar situations in the future. If required, external support or counselling services can be signposted or arranged.

6.7 Training and Staff Awareness

All new staff receive training in incident and accident management as part of their induction. This includes how to identify, respond to, and record events correctly. Refresher training is offered annually or sooner if needed.

We also use real-life scenarios (anonymised) as part of our reflective learning approach. These are discussed in team meetings and supervisions to support learning and reduce the likelihood of repeat errors. Staff are reminded that reporting incidents is a sign of professional responsibility, not failure.

7. Responsibilities

The Registered Manager is responsible for overseeing the implementation of this policy, reviewing all incident reports, ensuring appropriate notifications are made, and maintaining accurate records of all reported events.

The Deputy Manager supports investigations, updates improvement logs, and ensures that learning is shared across teams.

The Safeguarding Lead, {{org_field_safeguarding_lead_name}}, leads on any incident where there are concerns about abuse, neglect, or unexplained injury, and is the point of contact for external safeguarding teams.

All staff are responsible for reporting any incident or accident without delay, supporting those affected, and completing documentation as instructed. They are also expected to engage in learning and reflective discussions following an event.

8. Policy Review

This policy is reviewed annually, or earlier if:

Responsible Person: {{org_field_registered_manager_first_name}}{{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.

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