Emergency Incident Procedure
Introduction
This procedure is to be used by Ultrasound Baby Face to alert its staff that assistance is required in emergency situations.
Staff must use the alarm if they feel threatened by situations such as:
All staff should use their instinct if they feel a situation may develop.
Procedures
Precautionary ProceduresIf a patient is known or suspected to be violent, the clinician must be made aware of this before the consultation.
They should then consider whether:
Incident in a Consulting Room
The reception team should:
The first ‘alerted person’ should immediately proceed to the room and act as an 'Investigator'. The second ‘alerted person’ should act as a 'Lookout'.
The 'Investigator' should:
The 'Lookout' should act as a go-between, communicating between the incident site and the staff.
If the 'Investigator' enters the consulting room and closes the door, the 'Lookout' should go down to the room immediately.
Serious Incident In Reception Area/Waiting Room
In the event of a serious incident in the reception area / waiting room, the emergency procedure must be invoked and Thomas Moore must be notified immediately.
The responders should:
•Offer assistance;
•Assess the situation - e.g. is there a weapon, do patients need to be escorted out of the way?
•Instruct people - e.g. to clear the waiting area.
The Reception Staff should:
•Try to minimise any 'audience' of patients;
•Ensure that one Receptionist remains by the back desk observing the situation and is prepared to call for assistance.
Non-Serious Incident In Reception Area/Waiting RoomIf a Receptionist feels threatened either verbally or physically, or a dispute breaks out in the waiting area they should notify the Thomas Moore as soon as possible, who will take control of the situation and advise staff as necessary.
Incident on the TelephoneIf a patient is verbally aggressive or threatening on the telephone, either put the call through to the Thomas Moore or alternatively say “I am sorry, I find your manner unacceptable and I am going to put the phone down”, and then hang up.
Incident Outside The SurgeryThe Practice is not responsible for any incidents occurring outside the building, unless staff members are involved.
The Investigator should remain by the front door, which should be locked, assess the situation and call the police if necessary.
Any patients in the surgery that want to leave, should either wait until the incident is over or leave the building via a suitably alternative door. It would not be appropriate to refuse to let a patient leave in these circumstances.
However, attempt to identify the patient (e.g. name) so that they may be called as witnesses if required at a later date.
Notifying the CQC of incidents reported to, or investigated by the Police
The Practice is required to notify the CQC without delay of incidents reported to, or investigated by the Police.
There is a dedicated Notification form for this type of incident. The form is contained in the Outcome 20 document “Notification of Other Incidents – Outcome 20 Composite Statements and Forms”
Thomas Moore at the Practice is responsible for notifying the CQC without delay if there is an occurrence of this type of incident.
Following An Incident
ReportingAll aggressive or violent behaviour should be documented in an incident boo. Incidents / critical incidents should be recorded in each case and notified to Thomas Moore.
As a minimum, the following will be recorded:
•Date of incident;
•Person reporting the incident;
•Details of the incident;
•Names and contact details of those involved.
DebriefingAll staff directly involved in the incident should meet for debriefing. The purpose of debriefing is to:
•Provide support;
•Share concerns;
•Assess what happened;
•Assess what procedures were followed, what was done well / badly;
•Ascertain if anything can be learnt from this incident for the future.
This procedure is to be used by Ultrasound Baby Face to alert its staff that assistance is required in emergency situations.
Staff must use the alarm if they feel threatened by situations such as:
- Verbal or physical disruption
- Verbal aggression
- Physical aggression or threat of physical violence
- Physical violence
All staff should use their instinct if they feel a situation may develop.
Procedures
Precautionary ProceduresIf a patient is known or suspected to be violent, the clinician must be made aware of this before the consultation.
They should then consider whether:
- The receptionist should ring the consultation room after a set time period.
- The clinician should sit between the patient and the door.
- The clinician should be accompanied during the consultation.
- It is appropriate to see that patient.
Incident in a Consulting Room
The reception team should:
- Identify location;
- Telephone 07765853062 for Thomas Moore.
- Close all the doors to Reception but do not lock;
- One Receptionist should remain by the reception counter
The first ‘alerted person’ should immediately proceed to the room and act as an 'Investigator'. The second ‘alerted person’ should act as a 'Lookout'.
The 'Investigator' should:
- Open the door calmly;
- Keep the door open;
- Assess the situation – e.g. weapons;
- Ask 'can I help?';
- Notify the 'Lookout' of outcome.
The 'Lookout' should act as a go-between, communicating between the incident site and the staff.
If the 'Investigator' enters the consulting room and closes the door, the 'Lookout' should go down to the room immediately.
Serious Incident In Reception Area/Waiting Room
In the event of a serious incident in the reception area / waiting room, the emergency procedure must be invoked and Thomas Moore must be notified immediately.
The responders should:
•Offer assistance;
•Assess the situation - e.g. is there a weapon, do patients need to be escorted out of the way?
•Instruct people - e.g. to clear the waiting area.
The Reception Staff should:
•Try to minimise any 'audience' of patients;
•Ensure that one Receptionist remains by the back desk observing the situation and is prepared to call for assistance.
Non-Serious Incident In Reception Area/Waiting RoomIf a Receptionist feels threatened either verbally or physically, or a dispute breaks out in the waiting area they should notify the Thomas Moore as soon as possible, who will take control of the situation and advise staff as necessary.
Incident on the TelephoneIf a patient is verbally aggressive or threatening on the telephone, either put the call through to the Thomas Moore or alternatively say “I am sorry, I find your manner unacceptable and I am going to put the phone down”, and then hang up.
Incident Outside The SurgeryThe Practice is not responsible for any incidents occurring outside the building, unless staff members are involved.
The Investigator should remain by the front door, which should be locked, assess the situation and call the police if necessary.
Any patients in the surgery that want to leave, should either wait until the incident is over or leave the building via a suitably alternative door. It would not be appropriate to refuse to let a patient leave in these circumstances.
However, attempt to identify the patient (e.g. name) so that they may be called as witnesses if required at a later date.
Notifying the CQC of incidents reported to, or investigated by the Police
The Practice is required to notify the CQC without delay of incidents reported to, or investigated by the Police.
There is a dedicated Notification form for this type of incident. The form is contained in the Outcome 20 document “Notification of Other Incidents – Outcome 20 Composite Statements and Forms”
Thomas Moore at the Practice is responsible for notifying the CQC without delay if there is an occurrence of this type of incident.
Following An Incident
ReportingAll aggressive or violent behaviour should be documented in an incident boo. Incidents / critical incidents should be recorded in each case and notified to Thomas Moore.
As a minimum, the following will be recorded:
•Date of incident;
•Person reporting the incident;
•Details of the incident;
•Names and contact details of those involved.
DebriefingAll staff directly involved in the incident should meet for debriefing. The purpose of debriefing is to:
•Provide support;
•Share concerns;
•Assess what happened;
•Assess what procedures were followed, what was done well / badly;
•Ascertain if anything can be learnt from this incident for the future.