KNOWLEDGE BASE
POLICY
Incident Management Policy
Document No:
POL-004
Version:
1.0
Approved by:
Management
Effective Date:
30/06/2026
Review Date:
30/06/2027
Purpose
Bodyfocus Wellness Centre is committed to the effective management of incidents to promote the safety, wellbeing, rights, and interests of patients, employees, and other stakeholders.
This policy establishes the framework for identifying, reporting, managing, investigating, and responding to incidents, including NDIS reportable incidents where applicable.
Scope
This policy applies to all employees, contractors, students, volunteers, and other personnel engaged by Bodyfocus Wellness Centre.
The policy applies to incidents involving:
Patients
Employees
Contractors
Visitors
Organisational operations
Information and privacy
Property and equipment
Policy Statement
Bodyfocus Wellness Centre is committed to:
Responding promptly and appropriately to incidents.
Protecting the safety and wellbeing of affected persons.
Identifying and managing risks arising from incidents.
Investigating incidents where appropriate.
Learning from incidents to prevent recurrence.
Meeting applicable reporting and notification obligations.
Maintaining accurate incident records.
Definitions
Incident
An incident is an event or circumstance that results in, or has the potential to result in:
Harm, injury, illness, or distress;
A privacy or confidentiality breach;
Service disruption;
Property damage;
Loss of information;
Risk to health, safety, or wellbeing;
Breach of organisational requirements.
Near Miss
A near miss is an event that did not result in harm, injury, damage, or loss but had the potential to do so.
Near misses are managed in the same manner as incidents where appropriate.
Types of Incidents
Incidents may include, but are not limited to:
Patient injuries
Employee injuries
Falls
Medical emergencies
Privacy breaches
Information security incidents
Service delivery incidents
Property damage
Aggressive or threatening behaviour
Vehicle incidents
Near misses
Immediate Response
Where an incident occurs, personnel should take reasonable steps to:
Ensure the immediate safety of affected persons.
Obtain medical assistance where required.
Reduce further risk or harm.
Seek assistance from management where necessary.
Preserve relevant information where appropriate.
Emergency services should be contacted where immediate assistance is required.
Reporting Incidents
All incidents and near misses must be reported as soon as practicable.
Personnel must promptly notify management of any incident that:
Results in actual or potential harm;
Involves a patient;
Involves a privacy or confidentiality breach;
May require external reporting;
Presents significant organisational risk.
Recording Incidents
Incidents will be documented using approved organisational systems and processes.
Patient-related incidents may be recorded within the organisation's clinical information systems.
Workplace incidents may be recorded using the appropriate incident report form.
Management will maintain an Incident Register to support monitoring, review, and continuous improvement activities.
Incident Assessment
Reported incidents will be reviewed to determine:
The nature and seriousness of the incident;
Immediate risks;
Required corrective actions;
Whether further investigation is required;
Whether external reporting obligations apply.
The level of review will be proportionate to the seriousness of the incident.
Investigation
Where appropriate, incidents may be investigated to:
Determine contributing factors;
Identify root causes;
Assess system or process failures;
Identify opportunities for improvement;
Prevent recurrence.
Investigations may involve reviewing records, interviewing relevant persons, and assessing organisational processes.
Corrective Actions
Where appropriate, corrective actions may be implemented following an incident.
Corrective actions may include:
Changes to processes or procedures;
Additional training;
Environmental modifications;
Risk control measures;
Policy review;
Increased supervision or monitoring.
Corrective actions should be monitored to ensure effectiveness.
NDIS Reportable Incidents
Where applicable, incidents will be assessed against NDIS reportable incident requirements.
Bodyfocus Wellness Centre will comply with applicable notification and reporting obligations under the NDIS framework.
Reportable incidents will be managed in accordance with organisational procedures and legislative requirements.
Privacy and Confidentiality
Information relating to incidents will be managed confidentially and disclosed only where authorised, required by law, or necessary for the management of the incident.
Incident records will be maintained securely and in accordance with organisational information management requirements.
Monitoring and Continuous Improvement
Incident data may be reviewed to:
Identify trends;
Monitor risks;
Evaluate controls;
Improve organisational systems;
Inform staff training and education.
Lessons learned from incidents may be incorporated into organisational improvement activities.
Responsibilities
Management
Management is responsible for:
Responding to incidents appropriately;
Reviewing and investigating incidents where required;
Maintaining incident records and registers;
Determining reporting obligations;
Implementing corrective actions;
Monitoring incident trends.
Employees and Other Personnel
Personnel are responsible for:
Reporting incidents and near misses promptly;
Participating in investigations where required;
Following organisational procedures;
Cooperating with corrective actions and improvement initiatives.
Related Documents
Figure. POL-004 incident reporting workflow
