Page 92 - Clinical Managers Orientation Binder

6/28/2019

Patient Incidents

• A Patient Incident is: Any occurrence involving a patient that is inconsistent with
the routine course of care and places the patient, employee or agency at risk.
• Examples:
• Any Falls
• Adverse patient response to treatment
• Incorrect med prepour
• Patient allegations: theft, damage to home
: rosemarie.namisato2@vnsny.org
• Equipment related incidents
• Any other serious occurrences such as Suicide or fire in the home
• Unexpected death not related to the natural course of the patient’s illness
or medical condition
• Home Care Associated Infections presenting risks to patients

•The incident report is not a part of the patient’s clinical record. No reference in the clinical
record is to be made indicating completion of an incident report.

RL Solutions and Clinical Manager Role

• Customer Service Representatives (1 per branch) receive information
about a potential complaint or incident and enter into a Coordination
note
• “ CCC Coordination Non-Clinical” or “CCC Coordination Clinical”
• Could be urgent or non urgent, it is the Branches’ responsibility to recognize if a
complaint or incident is being reported.
• If you deem the note to be a complaint or incident, open a new RL file and call
the patient to acknowledge their concern was received.
• After investigation is completed, inform patient/ family of outcomes and
document in a coordination note that it was done and resolve and close the RL
file.

6/28/2019 3:57 PM Date Last Edited: 12

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