• Incident Reporting: - In all emergencies or service-related issues, incident report forms are completed immediately and submitted to the relevant department for review and corrective action.
e. Protocols for Service-Related Issues and Emergencies In any service delivery environment, issues and emergencies may arise. Detailed emergency and service issue protocols are established to ensure prompt, effective responses to safeguard client safety and maintain service integrity.
General Service-Related Issue Protocols 1. Issue Identification:
– All staff are trained to identify service discrepancies, client distress signals, or potential policy violations. – Staff immediately document and report any service-related issues using the electronic incident reporting form. 2. Initial Response and Escalation: – The first point of contact is the direct supervisor or Care Coordinator, depending on the service area. – Issues are escalated through the chain of command if they are not resolved within a defined timeframe (typically within 24 hours).
3.
Resolution Process:
– Convene a multi-disciplinary review meeting to determine corrective action. – Document the resolution plan in full, capturing decisions, responsible personnel, and timelines. – Follow up with a post-incident review to evaluate the effectiveness of the resolution. 4. Documentation and Reporting: – Every issue is recorded in an incident log with precise time stamps and detailed narratives. – Reports are aggregated weekly and submitted to the Quality Assurance Team for audit and process improvement purposes.
Emergency Protocols 1. Immediate Action:
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