VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK REPORTING

Transcription

1 Introduction The Victorian Health Incident Management System (VHIMS) is a standard methodology for incident and feedback reporting available to all publicly funded health services within Victoria. VHIMS includes a set of specific datasets that are used to capture information relating to all Incident and Feedback notifications reported at each health service What do you need to use VHIMS? Access to a computer and your organisation s Intranet. Basic computer skills including web based applications, keyboard and mouse. First time VHIMS users need to Self Register or have a user profile setup by their VHIMS Administrator or Manager How do I access VHIMS? VHIMS is accessed via your organisation s Intranet or via an icon on your desktop. Please consult with your manager or IT Department for details on how to access VHIMS Logging on first time Self Registration If available on the front page of RiskMan, click on Create New Login button. To complete the process 1. Press Create the Account 2. Logon to RiskMan using your newly entered username and password All staff need to allocate their Manager or Managers after a new user profile is created. This is to ensure your manager is notified of any incident or feedback notifications that you enter so that they can review and investigate as required. Ensure you are aware of the Manager or Managers you report to To select your manager after logging onto VHIMS for the first time 1. Highlight your manager from the available list 2. Press Assign 3. Repeat above steps if you report to more than one manager 4. To enter an incident select My Workspace -> New Notification -> Incident from your menu Note: Your Assign Your Managers page can also be opened from your My Workspace -> Edit My Managers menu option. You will also have the option to change the manager you report to before submitting a new incident Agency Staff should consult the person in charge for incident entry assistance. Enter your details as presented on the screen. Your logon and password need to be the same as your Network Logon and Password ie. The one used to logon to your PC/Laptop What if I forget my username & password? Your username and password for VHIMS is the same as your network logon and password. If you have forgotten either of these you will need to inform your manager and/or contact your IT Department who will be able to assist you When do I enter incidents or feedback? As soon as possible after the incident has been attended to or you have received the feedback. If required and available, select the Site/Region and Location/Campus where you normally work. If you work across multiple sites/regions and locations/campuses, hold the CTRL key to select as required. If you work across all sites/regions and locations/campuses, it will not be necessary to highlight any of these in the list. Page 1 Valid for Version 2012 (June) 8 May 2012

2 Can I retrieve a partially entered Incident or Feedback notification that I have not saved? An auto-save function (if turned on in your organisation) will mean that if you navigate away from a new Incident or Feedback Notification that you have not saved eg. you press the back button on your IE or you close VHIMS, the information that you started entering will be available* next time you try to enter a new Incident or Feedback notification If for example you were entering a new incident, and accidentally closed your Internet Explorer window (note that you will still first be prompted by IE whether you wish to leave the page or not). You can simply log back into VHIMS, and when you navigate to My Workspace -> New -> Incident, you will see the following message: What does this icon mean on the menu? This icon allows you to go to your Home Page. Your Home Page provides you with an icon view of your access to VHIMS. The Home Page can also be accessed via the shortcut key ALT-H What does this icon mean on the menu? This icon allows you to access Incident, Feedback and any other Register items you have permission to, if you know the ID of the item. By pressing this icon or the shortcut key ALT-G a pop-up search window will display Select an item from the list eg. Incident, Feedback (the list will be dependent on your permissions) and enter the respective ID. Press the Go icon or press Enter on your keyboard. If you have permission to the item it will open for you to view or modify as required Clicking Reopen will take you back to your partially completed incident form, and you can continue from where you left off. If you click Discard, you will be given a blank incident form and your partially completed form will be discarded. * Note 1: While most fields are able to be recovered, there are some fields which are not able to be recovered, such as Primary Incident Type in Incidents; Complaint Items in Feedback Details; from a PMI lookup Note 2: The AutoSave function applies to new forms only, and does not apply to existing forms being modified. How do I update my personal details? Your details eg. name (in some cases), position, contact phone number can be updated by selecting My Details from your My Workspace menu Update your details as required and press Save Note: You will not be able to update your username (logon), password or address as these are setup via your IT Dept Page 2 Valid for Version 2012 (June) 8 May 2012

3 Navigating around the Screen? Use the TAB key, mouse pointer or the scroll bar at the right of the screen. The scroll wheel on your mouse will not function on the Incident or Feedback Entry pages but can be used on all other pages within VHIMS. What if multiple people are involved in the incident? If an incident involves more than one person eg. Client is aggressive towards a staff member; a group incident can be created immediately after the first incident has been submitted. On the Confirmation page, press the Click here to create a related Group Incident button. A copy of the initial incident will display with some areas of the incident form requiring information eg. Who Was Affected section, Severity. Make any changes to the incident as required and press Submit. Repeat if there are more people involved. If you wish to create a grouped incident later, this can be done by check marking the incident you wish to group from, via your My Workspace -> Review Existing -> Incident page and pressing the Make Grouped button Can I group Feedback Notifications together? If you receive the same complaint by different members of a family or multiple people have made the same complaint you are able to group these notifications together, allowing you to copy the information from one notification to the other and modify as required. If creating a group Feedback after the initial feedback has been entered, after saving the feedback, press the Click here to create a related Group Feedback button. A copy of the initial Feedback notification will be opened. Modify as required and press Save Feedback. Repeat if there are more feedback notifications to be grouped What if I need to modify the notification? You can obtain a list of all your reported incidents or feedback by selecting the Review My option from your My Workspace menu. On the respective Incident or Feedback Listing page, click on the ID to open the notification and make any changes. Press Submit or Save Feedback at the bottom of the respective notification to save your changes How do I monitor the progress of my entered incidents or feedback? From the My Workspace menu, select Review My. On the respective Incident or Feedback Listing page, click on the ID to open the notification. Scroll to the bottom of the entry form. The Review History section displays details of who has viewed, modified or been notified of the notification. The original version (the one you entered) of the notification will remain intact. Any changes will be reflected in the current version of the notification Who do I contact if I need help? First try asking the person in charge in your area or other staff members with VHIMS experience. To send an to your internal VHIMS Help Desk, select the appropriate option under the Help menu in VHIMS If you wish to create a grouped feedback later, this can be done by check marking the feedback notification you wish to group from, via your My Workspace -> Review My -> Feedback page and pressing the Make Grouped button Page 3 Valid for Version 2012 (June) 8 May 2012

4 Entering an Incident Access to the Incident Entry page is via the menu - My Workspace -> New -> Incident or by clicking the New Incident icon on your Home page Move between data fields using the mouse, TAB or SHIFT TAB keys DO NOT enter data with CAPS LOCK on. Complete all fields/buttons displayed in YELLOW. The incident cannot be saved unless these are completed Be objective. Rather than using real names use generic titles eg: Nurse found Field contents can be deleted by highlighting the contents in a field and pressing the DELETE key. Press Submit after you have completed entering your incident Note: DH = Dept of Health, DHS = Dept of Human Services Type of Notification: What sort of incident are your entering and where did it originate Notification Type: Select type of notification you are reporting eg. OHS, Clinical Source of Notification Where did the incident originate eg. from a complaint, by default this will be Incident Report Who is reporting the incident: A staff member eg. yourself. After filling in your details the first time you enter an incident, check Remember Reporters Details so that next time you enter an incident your details will display Who Was Affected: Enter the details of who or what was involved in the Incident. Person Identifier Type How the involved person can be uniquely identified eg. UR Number, Contract Nr, Staff ID Person Identifier The actual identifying details based on the selected Person Identifier Type What Happened: Describe what happened (be objective and keep de-identified), service being provided at time of incident, what was being done at the time of the incident, what actions were taken immediately after the incident When did the incident occur: If unknown, enter the date and time you discovered the incident. The arrow next to the Date field is a calendar picker Where did the incident occur: Location of the incident within or outside your organisation. Include the address and post code details (in some cases this will be auto-populated but can be changed). Physical setting is the DH s location list Witnesses/Others Involved: Name any witnesses or others involved in the incident How is it Classified: Select the main incident type eg. Slip/Trip/Fall as well as any related incident types eg. Incorrect medication. Select the appropriate agents involved eg. Blood, Medicine, from the Specific Incident Class list Incident Follow-up: Contains Staff related data if a staff incident and will inform you if any recommendations have been made. Incident Assessment: Severity of the incident derived from a set of 3 questions. Description of known contributing factors. If not known enter Not Known Your nominated manager. Can be changed by clicking on the Change the people you report to button Press Submit to save the Incident Journals: Other information can be added to the incident or you may be assigned a task relating to the incident which will be visible in the Journals Page 4 Valid for Version 2012 (June) 8 May 2012

5 Using VCM Selectors Some of the content of an incident comes from selecting one or more classifications from a VCM Selector (VHIMS Classification Model) eg. Reporter Role, Primary Incident Type, Specific Incident Class, Service Being Provided, Physical Setting. Reporter Role 3. If required click on the highlighted item to expand the list until you see a list of selectable classifications 1. Optional: Enter Search criteria and press Go 2. Scroll through list and click on the role that matches the reporter s role 4. Select an appropriate classification 5. A star will indicate that this is the Primary Incident Type 3. The Role that matches your selection will display in yellow. Click on the role and the VCM selector will automatically close 6. If required search for and select related incident types (only select the key classifications that relate to the incident 1 or 2) Primary Incident Type/Related Incident Type 1. Optional: Enter Search criteria and press Go 2. Scroll through list and click on the appropriate classification 8. Once the classifications are selected press Save and Exit 7. A green icon represents the classification is a Related Incident Type. To change a Related Incident Type to the Primary Incident Type, just click on the item in the list. The icon will change accordingly Page 5 Valid for Version 2012 (June) 8 May 2012

6 Additional information Additional information may be required on the Incident form depending on the type of incident being entered. Below is a list of additional sections/fields that will require information for certain types of incidents Slip/Trip/Falls Radiation Oncology Displays if Specific Incident Class (incident involves) = Radiation Oncology 1. Click on the Radiation Oncology button and select one or more classifications as required. Press Save and Exit Displays if Notification Type = Clinical Incident and the Primary or Related Incident Type= Slip/Trip/Fall Behaviour Displays if Primary or Related Incident Type is a classification under the Behaviour/Conduct/Abuse -> Towards Others section Medications Displays if Specific Incident Class (incident involves) = Medicine Blood Displays if Specific Incident Class (incident involves) = Blood or Blood Products Equipment Displays if Specific Incident Class (incident involves) = Equipment /Device/Consumable 1. Click on the Select Medications button and select one or more medicines involved in the incident. It is advisable to use the search function in this classification set because of the large number of listed medications. You can search on either the generic or brand name of the drug. If the drug is not on the list eg. trial or new drugs, search for and select Other. 2. Press Save and Exit Radiation Safety Displays if Specific Incident Class (incident involves) = Radiation Safety 3. To add additional information relating to each selected medicine Click the respective Edit button Page 6 Valid for Version 2012 (June) 8 May 2012

7 4. Enter or select the relevant information and press Save Staff Incident Staff specific fields will only display if the Notification Type = OH&S Incident and the Role is a Health Care Provider (a staff member in your organisation) Pressure Ulcer Displays if Primary or Related Incident Type = Pressure Ulcer 1. To select the locations of the Pressure Ulcers click on the Select Pressure Ulcer Locations button Journals 1. To add a Journal press the Add new Journal Entry 2. Select the parts of the body where the pressure ulcers are located and press Save and Close 2. Select a Journal Type 3. Enter a description 4. Press Add Entry Assigned Journal If you have been assigned a Journal you will need to action the Journal once it has been completed 1. To action a Journal press the Action button in the Item Actioned field 2. Press Yes to the pop-up message 3. Add a new action if you need to enter additional notes 3. To add additional information relating to each ulcer press the respective Edit button. Un-actioned Journals All Journals assigned to you that are un-actioned will be visible under the Allocated Journal Actions # tab on your My Workspace -> Reminders & Alerts page 4. Modify as required and press Save Click on the Created Date link to view the incident containing the Journal that has been allocated to you Page 7 Valid for Version 2012 (June) 8 May 2012

8 Entering Feedback Notifications Select My Workspace -> New -> Feedback or click on the New Feedback icon on your Home Page Move between data fields using the mouse, TAB or SHIFT TAB keys DO NOT enter data with CAPS LOCK on. Complete all fields/buttons that are displayed YELLOW The feedback notification cannot be saved unless these fields are entered Field contents can be deleted by highlighting the contents and pressing the DELETE key. Press Save Feedback when you have completed entering your Feedback notification Type of Notification: How was the notification lodged eg. in person, by phone, Who is the consumer/person affected by the feedback: For example the patient/client/ resident. If the person wishes to remain anonymous, check Is this person anonymous? Who is making the complaint, enquiry or providing you with a compliment: Enter this person s details eg. the patient/client/ resident or a relative. If they wish to remain anonymous, check Is this person anonymous? If the Consumer is the same as the Complainant select Relationship to Consume= Complainant/Author is the Consumer. The details in the Consumer section will be copied to the Complainant/ Author section Dates and Times: When did you receive the feedback and when was the case opened? Where Did It Happen: Where was the feedback initiated or what area in the organisation was the primary issue. Each item of feedback eg. complaint, complement will have its own geographical information details on the next page What Happened: Provide a summary and more detailed description of the feedback (be objective) Complaints/Compliments/Enquiries Select the appropriate feedback classifications based on the details that you have received. A detailed description on how to add feedback items is on the next page Save Feedback: Press this button, once you have completed the Feedback Notification Who is reporting the feedback: Include your details here. After filling in your details the first time you enter feedback, check Remember Reporters Details so that next time you enter feedback your details will display Page 8 Valid for Version 2012 (June) 8 May 2012

9 Entering Feedback Items For each Feedback Item you receive from a Complainant/Author press the appropriate Add Complaint Item, Add Compliment Item, Add Enquiry Item button. A pop-up list of classifications will display. Select one or more Complaints classifications as required depending on the feedback received Note: The classifications displayed will be dependent on whether you are adding complaints, compliments or enquiries. The examples below will show complaints and compliments Compliments 3. Press Save and Exit to save your selected classifications 1. Optional use a keyword search to locate the classification you require 3. Press Save and Exit to save your selected classifications 1. Optional use a keyword search to locate the classification you required 2. If there is more than one complaint select the appropriate classifications that identify the complaint 2. If there is more than one compliment select the appropriate classifications that identify each compliment 4. Click on Edit to add additional information relating to that specific complaint 4. Click on Edit to add additional information relating to that specific Compliment 6. Press Save to close the Items pop-up window and save the additional information 6. Press Save to close the Items popup window and save the additional information 5. Fill in the appropriate fields as required. If the complaint relates to a different program, department/unit within your organisation to where it was initiated, select as required. The Degree of Resolution and Resolution fields are only required on closing the item 5. Fill in the appropriate fields as required. If the compliment relates to a different location, program, department/unit within your organisation to where it was initiated, select as required (Note: Service Being Provided is not required for compliments) Page 9 Valid for Version 2012 (June) 8 May 2012