Page 23 - DB Crisis Management Guide

Food, Health and Safety

Regardless of the severity and regardless of whether the Team Member or Guest sought treatment or refuses
to cooperate, you must fill out an electronic incident form for every incident that occurs on our property where
a Guest or Team Member is injured, is claiming an injury, or has been the victim of a slip and fall, etc.

COMPLETING ELECTRONIC TEAM MEMBER INCIDENT FORMS

 Detail condition of accident area for all incidents involving slips and falls (dry, wet, etc.).
 Document the name and contact information of any witnesses and other persons who are present,
including law enforcement, ambulance personnel, third parties, contractors, etc.
 Obtain written statements where possible. Make sure they include the store name and number and are
dated, signed and witnessed. Statements should be factual and not opinion-based. Forward to Risk
Management.
 Do not speculate as to the cause or fault, and do not make comments regarding similar types of incidents
in the past.
 Do not notify OSHA unless directed to do so by Risk Management.
 Do not make copies or provide copies of the original video, photographs, incident report or investigation file
without direction from Legal.

COMPLETING ELECTRONIC GUEST INCIDENT FORMS

 Listen and thank the Guest for sharing concerns and allow him/her to vent frustration and express his/her
experience without interruption; remain sincere and professional.

 Inform the Guest that you will address the situation.
 Record all pertinent information on an electronic Guest Incident Form. Give a thorough account of the
incident that resulted in the accident/injury and specific detail on the condition of the accident area for all
incidents involving slips and falls (dry, wet, etc.).

 Document the product involved in foodborne illness complaints or alleged foreign object in food or
beverage. If the complaint involved a foreign object, ask the Guest if you may take the item as part of the
investigation. If the Guest agrees, take the object to the office and take a photo prior to placing the object in
the safe.
 Do not introduce or interpret symptoms, offer diagnosis or suggest treatment.

 Do not accept or admit responsibility. Say: “I am sorry for your experience today. I assure you that we take
situations like this very seriously, and we will be conducting a thorough investigation.” Do not say, “I’m
sorry our food made you sick.”
 Document the name and contact information of any witnesses.

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