Docs field manual
Log an incident or complaint
Write down an accident, near miss, complaint or other problem in the app, and see straight away who may need to be told and by when.
Anyone on the team can do this when something goes wrong or a patient complains. You can add more detail later.
Steps
- In Incidents and complaints, press Log an incident or complaint.
- Under What happened?, choose the closest match, such as Complaint or A patient was hurt or nearly hurt.
- Answer any box marked (required).
- If a patient was involved, fill in Patient initials (if a patient was involved). Use initials or a practice reference, never a name.
- Check the date in When it happened. It starts on today.
- Describe it in What happened.
- If you took action, fill in What you did straight away (optional).
- If you see Did any of these happen?, choose one or choose None of these.
- Press Log incident.
The next page gives the record's reference and, under Here's what happens next., who may need to be told and by when. Press Open the record to add more.
If something goes wrong
- Log incident is greyed out. The Still needed: line tells you what is missing.
- That looks like a name. Replace it with initials or a practice reference.
- Your type isn't on the list. Press Choose the exact type to see them all, such as RIDDOR report or Duty of candour. Back to the simple list returns you.
- You chose one of the events under Did any of these happen? A message shows the deadline. Logging it here does not tell the CQC, so show your practice manager straight away. The next page links to How to tell the CQC.
- Couldn't record this incident. What you typed stays on the screen, so press Log incident again.