Must be reported:
- Injuries to clients, staff, or visitors
- Medication errors
- Falls or accidents
- Equipment failure
- Safeguarding concerns
- Aggressive behavior
- Property damage
- Near misses that could have caused harm
How do I report an incident?
Remember: Reporting incidents helps keep everyone safe and improves our service. Always report - never assume someone else will.
Online:
- Use Concern Form on Staff Portal
- Complete Incident Form if available
- Submit as soon as possible after incident
By Phone:
- Office hours: 0114 376 7000
- Out of Hours (SL & Comm): 07511 921777
- Out of Hours (Short Breaks): 07932 933325
- Emergencies: 999
Essential details:
- Date, time, and exact location
- People involved (clients, staff, witnesses)
- Detailed description of what happened
- Injuries or damage caused
- Immediate action taken
- Environmental factors (wet floor, poor lighting, etc.)
Be factual, not judgmental:
✅ "Client slipped on wet floor in bathroom"
❌ "Client was careless and fell"
- Investigation - Manager will review and investigate
- Follow-up - You may be contacted for more information
- Learning - Lessons learned shared to prevent recurrence
- External reporting - Some incidents reported to CQC/authorities
When to Call Which Number
| Number | When to Use |
|---|---|
| 999 | Life-threatening emergencies |
| NHS 111 | Medical advice needed |
| 0114 376 7000 | Office hours - any incident |
| 07511 921777 | Out of hours - serious incidents (SL & Comm) |
| 07932 933325 | Out of hours - serious incidents (Short Breaks) |
| 0114 273 4908 | Adult safeguarding concerns |
Key Resources:
Important
Report all incidents, even if you think they're minor