Incident Management Policy
Structured reporting, investigation, and escalation for all healthcare staffing placements
1. Purpose & Scope
This policy establishes MedHireHub's commitment to identifying, managing, investigating, and learning from incidents involving our healthcare staff across all client placements in aged care facilities, NDIS services, and healthcare organisations throughout Sydney and NSW.
This policy applies to all MedHireHub staff including Registered Nurses, Enrolled Nurses, Personal Care Assistants, NDIS Support Workers, Disability Support Workers, Allied Health Professionals, and Mental Health Support Workers.
2. Incident Classification
Critical
Immediate threat to life, serious injury, or significant breach of care standards
- Death of a consumer or staff member
- Serious injury requiring hospitalisation
- Sexual assault or physical assault
- Unexplained absence from residential care
- Significant medication error
Serious
Actual harm or high risk of harm to consumers, staff, or service delivery
- Fall resulting in injury
- Pressure injury development
- Missing consumer in community setting
- Breach of consumer rights
- Equipment malfunction affecting care
Moderate
Minor harm or risk that requires management to prevent escalation
- Minor injury not requiring hospitalisation
- Near miss with potential for harm
- Consumer complaint about care quality
- Documentation error identified
- Minor equipment issues
3. Reporting Pathways
MedHireHub provides multiple reporting channels to ensure incidents are captured promptly regardless of time or location.
Digital Incident Form
Structured online form for comprehensive incident documentation
Available via staff portal and client dashboardDirect to Supervisor
Immediate escalation to on-call clinical supervisor for urgent matters
Contact details provided at every placement4. Investigation & Response Process
Immediate Response
Ensure consumer safety, provide first aid if needed, secure the scene, and preserve evidence. Notify MedHireHub operations team within required timeframe.
Incident Documentation
Complete structured incident report including: what happened, when, where, who was involved, immediate actions taken, and witness information.
Classification & Triage
MedHireHub clinical team reviews and classifies the incident. Determines notification requirements to client, regulators, and families.
Investigation
Structured investigation including witness interviews, record review, timeline development, and root cause analysis using the 5 Whys methodology.
Corrective Actions
Develop and implement corrective action plan. May include staff retraining, process changes, policy updates, or placement review.
Review & Closure
Verify corrective actions are effective. Close incident file with lessons learned documented. Update risk register and training programs.
5. Regulatory Notification Requirements
MedHireHub ensures compliance with all statutory notification for incidents in aged care and NDIS settings.
6. Why MedHireHub's Incident Management is Different
Many healthcare staffing agencies lack structured incident management frameworks. MedHireHub provides 24/7 incident reporting with direct escalation to clinical supervisors, regulatory notification pathways aligned with ACQSC and NDIS Commission requirements, and structured follow-up that goes beyond basic reporting.
Unlike general recruitment agencies that may leave incident handling to the facility alone, MedHireHub takes shared responsibility — we investigate, support affected staff, and implement corrective actions to prevent recurrence. Our incident management system is integrated with our staff competency and compliance monitoring, ensuring every incident leads to measurable improvement in service quality.
7. Staff Support & Duty of Care
MedHireHub recognises that staff involved in incidents may require support. Our duty of care includes:
- Immediate debriefing following serious incidents
- Access to Employee Assistance Program (EAP) counselling services
- Paid leave for staff involved in critical incidents if required
- Clear communication about investigation process and outcomes
- No punitive action for staff who report incidents in good faith
- Protection from victimisation for whistleblowers
7. Continuous Improvement
Incident data is analysed monthly to identify trends, systemic issues, and improvement opportunities. Findings inform:
- Staff training program updates
- Risk assessment and mitigation strategies
- Placement matching improvements
- Policy and procedure reviews
- Client feedback integration
8. Contact & Support
For incident reporting, policy questions, or compliance matters, contact MedHireHub's Clinical Services team.