Incident Management
How we will swiftly and efficiently respond to, manage, and escalate an issue, bringing it under control and minimising the impact on Truecare Disability Services.
Your safety is very important to us. We work hard to deliver safe services. But sometimes accidents happen. Sometimes people make mistakes or treat other people badly. We call these things ‘incidents’. We try to prevent incidents from occurring. You can help prevent incidents from happening too. Act safely. Treat other people with respect. And if you don’t feel safe, tell someone about it.
What is our obligation:
We strive to minimize the risk of events (including near misses), but if they do occur, we have an incident management system in place to log, investigate, and address incidents related to our services to you.
If you plan to utilize our services, your Truecare Disability Services service agreement will inform you that we have a mechanism in place to handle incidents.
What is the definition of an incident?
An event that results in (or might result in, in the instance of a “near miss”) property damage, injury/illness, or death.
- The participant's death
- A participant's serious injury
- A participant's abuse or neglect
- Sexual or physical contact with, or violence on, a participant is prohibited.
- Sexual misconduct perpetrated against or in the presence of a participant, including grooming for sexual engagement; and
- The unlawful application of a limiting practice to a participant.
Your Safety is important
NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe. That means you, our workers and other people in the community. We think about how accidents can happen and how to prevent them. This is called ‘risk management’. We ask you questions, and think about the support we provide, about the places where those supports happen, about the people who work with you and other people around you. We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen.
Everyone has the right to be treated fairly. If you are involved in an incident, you have the right to know what went wrong and what is being done to make it right. If you don’t get these answers, you have the right to complain. We will always keep you informed. We want to treat you with respect. If you are unhappy with our complaints process, you have the right to get help. The NDIS Commission can help. An advocate can help too, by speaking for you.
Steps to Take When Managing an Incident:
Anyone, whether a member of our staff, a participant/candidate, or a family member can recognise and report an occurrence.
Based on the information you provide regarding the occurrence, we’ll fill in an internal incident form and enter the facts into our incident management system.
The event will be reported to the relevant supervisor/team leader, or, if the supervisor/team leader is unavailable, to the Quality and Risk Manager. Call Truecare Disability Services at 0411 356 445 for information on our key incident management staff.
