Report and Manage Incidents – Centro ASSIST Support Portal

This help article is split into six sections. Click the links below to navigate to the relevant section:

Applicable to	Centro QMS, Centro KMS
NOT applicable to	Centro ESSENTIALS, QMS Starter

Incident management features within the Centro web app allow employees to report incidents and give managers the ability to review, track and close incidents using an incident register.

IMPORTANT

Although any user can report incidents, only users that are allocated Incident and Improvement Manager OR Administrator/Model Administrator permissions can edit/delete incidents and view the incidents register. Permissions can be changed by going to People > Users. For more information, please see Manage Users.

The steps built into incident reporting and management are as follows:

Employees will report an incident using a standard incident report form.
Once submitted, the form will be saved in the incident register and managers will receive a notification email.
Managers can then open the incident within the incident register and review or update the details provided by the employee.
Managers then update the appropriate fields in the Actions section of the form to track the progress of the incident and close the incident.
If required, incident register data is exported to Microsoft Excel for further analysis and reporting.

Each step is described in more detail below.

For the purposes of this article:

‘Employees’ are users with ‘Process Viewer’ permission.
‘Managers’ are users with ‘Incident and Improvement Manager’ permission.

1. Report Incident (employee)

To report an incident, employees must complete the steps below:

1. Access Home > Report & Improve.

2. Click Report an Incident.

3. Complete the incident report form. Fields marked with a red arrow are required. All other fields are optional.

Field	Description
Incident summary	A brief overview of the incident.
Category	The type of incident. See list below for available categories: Breach of Privacy Environment Financial Other Participant abuse Participant neglect Participant serious injury Unlawful sexual or physical contact Sexual misconduct committed against or in front of Participant Employee injury Illegal activity Medication error Misuse of restrictive practice Near miss Participant death Participant harm Property Damage
Applies to Business Unit	The Business Unit that needs to manage this incident (applies only if you have Business Units implemented, see Business Unit Basics for more information)
Business Unit	The part of the business that is affected by the incident (e.g. Sydney office).
Service recipient	The person affected by the incident. If the incident relates to a participant, tick the box in this field and enter the participant’s name.
Other (non-recipient)	If the incident relates to a person that is not receiving services, tick the box in this field and enter the participant's name.
Description of the Incident	A full description of what happened.
Location of the incident	Specific information about where the incident occurred, such as the address.
When incident occurred	The date and time of the incident.
Witnesses	Any people that witnessed the incident
Immediate actions in response	Any immediate actions taken in response to the incident
Severity rating	The severity of the incident (from insignificant to catastrophic)
Incident reported by	The name of the person reporting the incident. If the incident is being reported on behalf of someone else, tick the box in this field and enter the name of the relevant person.
When incident was reported	A field for entering a specific incident date and time.
Helpful material	Any photos, evidence or supporting materials that will help to provide further detail about the incident.

4. Click Save.

2. Notification Email

When an employee submits an incident, assigned users (usually the managers) will receive a notification.

For assistance with setting up email notifications please see Set Up and Configuration.

3. Review incident (manager)

Upon receipt of the notification, managers can then open the incident within the incident register and review or update the details provided by the employee. The steps to do this are described below:

1. Access Home > Report & Improve.

2. Click Open.

3. Double click the incident you want to review and update.

4. Click Edit and make all required changes to the ‘Details’ section.

4. Update incident progress (manager)

Once the initial details of the incident have been reviewed and updated, the manager can complete the Actions section in the incident report form.

Some of the fields in the Actions section appear as columns of data within the incident register, which allows the manager to track and close the incident.

Field	Description
Status	The progress status of the incident.
Position responsible	The position/role that is responsible for managing the incident.
Report/notify	The type/s of incident reporting required (i.e. External NDIS 24 hours, External NDIS 5 days, External report required or Internal report only).
External parties notified	Information about any external parties that were notified of the incident (e.g. the police).
Resolve by	The date by which the incident must be resolved.
Related to	Relevant complaints, feedback and other incidents.
Improvements	Improvements that relate to the incident or that are designed to address the incident.
External identifier	Reference number or another external incident identifier.
Relevant Policy/Regulation	Any policies or regulations related to the incident.
Closing comments	Any other notes about the resolution of the incident
Satisfactory resolution	Field for recording whether the incident was resolved to the satisfaction of all parties.
Return to work	Tick this box if the incident resulted in a return to work plan

5. View and use incident register

The incident register is an important tool for managers to track and close incidents. Selected incidents can be exported to Excel for further analysis and reporting as described below.

View incident register

1. Use the filtering options on the ribbon above to view and search incidents.

Filter	Description
Incident	Incident title.
Category	The category of the incident.
Service recipient	The service recipient affected by the incident.
Relevant policy/regulation	Policy/regulations that are attached to the incident/s.
Occurred on	Date on which the incident/s occurred.
Closed on	Date on which the incident/s were closed.
Severity	Incident severity rating.
Status	Management status of the incident.

In addition, you can use the options above the search ribbon to view current and archived incidents.

Current view shows the incidents that are currently being managed.
Archive view shows incidents that have a status of Completed or Cancelled.
All shows both current and archived items.

Download incident register

All information relating to activities recorded in the incident register can be downloaded as a spreadsheet for reporting purposes.

Incidents can be downloaded individually or in bulk as either the complete register or in a group e.g. by category or business unit.

1. Access Home > Report & Improve.

2. Click Open.

3. If required, filter and select the content you want to download.

Tip

To download multiple (but not all) items, hold down Ctrl, click once on each relevant item and click Download.

For example, if you want to download incidents from a specific category, write the name of the category in the Category search bar, hold down Ctrl and select the relevant incidents.

4. Click Download.