If a safety incident occurs, it is important to report it so the matter can be reviewed and the right next steps can be taken. Reporting an incident helps Careseekers respond appropriately and support safer arrangements on the platform.
We want people using Careseekers to feel safe, supported and taken seriously. A safety incident can include any event that causes, or could cause, injury, harm or another adverse impact to a care seeker. That can include both minor incidents and more serious situations.
What counts as a safety incident?
A safety incident can include things like:
- a minor injury
- behaviour that affects someone’s safety or wellbeing
- abuse or neglect
- a serious physical injury or illness
- choking or aspiration
- a medication error, such as a missed dose, wrong dose or wrong medication
- a missing person situation
- any incident where emergency services are called
- a near miss that could have led to a serious outcome
What should happen first?
The first priority is always safety.
That means acting quickly to:
- protect the care seeker from further harm
- arrange first aid if needed
- call emergency services if urgent medical help is needed
- call police if there is immediate danger, assault, or another urgent police matter
- protect evidence where appropriate
- let any relevant support coordinator or service provider know as soon as possible
How to report the incident
The worker who becomes aware of the incident must report it within 2 hours of the incident happening, or within 2 hours of becoming aware of it.
The report can be made by:
- emailing the incident details to info@careseekers.com.au
- submitting the details through the online incident form
If the incident is serious, Careseekers should also be contacted by phone after the care seeker has been made safe and any urgent medical or emergency response has been arranged. If it is outside office hours, an email should still be sent so the matter is on record.
What to include in the report
It helps to include:
- what happened
- when it happened
- where it happened
- who was involved
- whether anyone was injured
- what immediate action was taken
- whether emergency services were called
Clear detail makes it easier to respond quickly and properly.
What happens after a report is made?
What happens next depends on how serious the incident is.
For serious incidents, immediate follow-up action is taken and the matter is escalated internally. Where this does not interfere with police or other external investigations, a written investigation report is completed within 5 working days of the initial notification.
For minor incidents, follow-up actions are identified and recorded within 7 days of the incident being reported.
Support during the process
Support may be available during the investigation process where appropriate.
Depending on the nature of the incident, this may include:
- referral to specialist organisations
- counselling services
- information about advocacy support
Care seekers, and where appropriate their family, friend or carer, should also be informed of the right to have an advocate during an incident investigation.
External reporting
Some incidents also need to be reported outside Careseekers.
Where an incident meets the NDIS Quality and Safeguards Commission definition of a serious and notifiable incident, it must be reported within 24 hours, with a more complete report provided within 5 days. Some workplace injury or illness incidents may also need to be reported to the relevant work health and safety regulator.
Frequently asked questions
What counts as a safety incident on Careseekers?
A safety incident is any event that causes, or could cause, injury, harm or another adverse impact to a care seeker. It can include both minor and serious incidents.
How quickly should an incident be reported?
The worker who becomes aware of the incident must report it within 2 hours of it happening or being identified.
What if the incident is serious?
Once the care seeker is safe and any urgent emergency response has been arranged, Careseekers should be contacted by phone as soon as possible.
What if emergency services are needed?
Emergency help should be called straight away where urgent medical care, police attendance or another emergency response is needed.
Will the incident be investigated?
Yes. Serious incidents are investigated, and where possible a written report is completed within 5 working days. Minor incidents are also reviewed and followed up, usually within 7 days.
Can I have support during the process?
Yes. Support may include advocacy information, counselling referral or other appropriate support. Care seekers should also be informed of the right to have an advocate during an investigation.
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Read: How Do I Make a Complaint on Careseekers?
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