Our Incident Management System
Estia Health is committed to providing a safe, comfortable and secure environment for residents, employees and visitors within its homes.
Our incident management system aims to enable us to promptly prevent, identify, manage, resolve and learn from incidents (including near misses) that occur.
Our incident management involves:
- Policies that provide for the consistent, prompt and accurate reporting of incidents, comprehensive reviews and investigations (where required), corrective action strategies, ongoing follow up and analysis of actions
- Clear roles and responsibilities to make sure our managers and employees understand who is accountable for managing incidents
- A clear escalation and prioritisation process to ensure incidents are managed appropriately, ensuring that the first step is providing first aid, reassurance and care to those who need it
- Documenting and managing the incidents in various systems depending on the type of incident
- Providing worker education delivered via our employee learning system
If any incident occurs that involves you, we will talk it through with you and, if you wish, include your chosen supporter in the discussion. A copy of documents that outline our incident management system are available should you wish to see them.
Finding information about how we keep you safe
We want you to feel informed, supported and confident in the care you receive. If you'd like to learn more about how we manage incidents, you can speak with a member of our home leadership team at any time. We can explain how our incident management system works, answer your questions and help you access advocacy support if you would like someone to assist you.
Helping you understand what happens
If an incident affects you or someone you care about, we'll take the time to explain what happened and what happens next. We encourage residents, families, carers, supporters and advocates to ask questions and be involved in discussions. We will provide information in a clear and respectful way, so you can understand the situation, the actions being taken and the support available to you.
What happens when a concern is raised
If you have a concern about care, safety or wellbeing, we encourage you to speak up. Residents, families, carers, supporters, advocates, visitors and employees can raise concerns or report incidents. When an incident is identified, our first priority is the safety and wellbeing of everyone involved. We assess what has happened, take immediate action if needed, investigate where appropriate and put steps in place to reduce the risk of the issue happening again. We also use what we learn from incidents to continuously improve our care and services.
What happens after an incident has occurred
When an incident causes harm, or has the potential to cause harm, we are committed to being open and honest. We will talk with you about what happened, explain the actions being taken and discuss how we will help prevent a similar incident in the future. With your consent, we can also involve your family, carer, supporter or representative. We provide ongoing support throughout the process, keep you informed of important outcomes and welcome your feedback as part of our commitment to continuous improvement.
