Report an incident or raise a concern

Report an incident, accident, disclosure or near miss, or raise a complaint, concern or suggestion.

For managers and carers

Report an incident

1. Make sure everyone is safe. Call 999 if anyone needs emergency help.
2. In the sidebar, open Incidents and choose Incidents, then press New Report. During a visit, press Report an incident or concern instead.
3. Choose the Report Type: Incident, Accident, Disclosure or Near Miss.
4. Choose the client if it involves one, and give the report a Report Title.
5. Enter the date, time and Location.
6. Write the Description and the Actions Taken. You can dictate both.
7. Add any Witnesses, Injuries, and who it was Reported To.
8. Press Submit Report, check it, then press Confirm & Submit. Managers and team leaders are notified.

Raise a concern, complaint, compliment or suggestion

1. In the sidebar, open Incidents and choose Raise a Concern.
2. Choose the Type: Complaint, Compliment, Concern or Suggestion.
3. Under Received from, say who it came from, and add their name if they are happy for you to.
4. Add the client if it is about one, the date and a Description.
5. Press Create record. You will see "Concern submitted". Management is notified.

Follow up (managers and team leaders)

1. Open the incident and press Update Status to move it from Open to Investigating to Resolved.
2. When it is complete, press Sign off and Confirm sign-off to lock it. A signed-off incident cannot be edited or deleted until someone presses Unlock to edit, and the signed-off version is kept.
3. For complaints, use Complaints & Feedback under Care Quality. Record when you acknowledged and responded. The acknowledgement is due 3 working days after the complaint was received, and the response 20 working days after by default.

CQC notifications and duty of candour (managers)

1. Open the incident and scroll to Regulatory.
2. Record the Level of harm and whether the police were involved. Care App suggests a CQC notification for a death, a serious injury, abuse or an allegation of abuse, or a police incident.
3. Choose whether CQC needs to be notified. If yes, send the notification through the CQC provider portal, then enter the date and the reference.
4. If the duty of candour applies (moderate harm, severe harm or death that may have been caused by the care given), record the date you told the person or their family, that you apologised, and the date you sent the written follow-up.
5. Press Save regulatory details. You can do this after the incident is signed off.

Anything still owed appears under Regulatory actions on the Incidents page and the CQC dashboard: a notification to decide or send (due the next working day), a duty of candour conversation (within 10 working days) or letter (10 working days after the conversation), and complaints to acknowledge or answer. Managers get one reminder a day while anything is overdue.

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