RISKMAN REFERENCE GUIDE FOR STAFF REPORTING INCIDENTS & FEEDBACK

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1 Introduction RiskMan is an easy to use system for capturing and classifying adverse incidents. These incidents assist organisations in creating an effective risk management framework. RiskMan also addresses 2 other key elements of effective risk management Feedback Management eg. Complaints, Compliments, Suggestions, Enquiries through the Feedback module Risk Register for proactive risk identification What do you need to use RiskMan? Access to a computer and your organisation s Intranet. Basic computer skills including web based applications, keyboard and mouse. First time users need to Self Register How do I access RiskMan? RiskMan is accessed via your organisation s Intranet or via an icon on your desktop. Please consult with your RiskMan Administrator, Manager or IT Department for details on how to access RiskMan 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 a Manager during their self registration process or incident and feedback reports will NOT be forwarded to the correct person for review. Ensure you are aware of the Manager or Managers you report to To select your manager 1. Highlight your manager from the available list 2. Press Assign 3. Repeat above steps if you report to more than one manager 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 Logging on first time Self Registration Click on Create New Login button. Agency staff should consult the person in charge for incident and feedback entry assistance When do I enter an incident or feedback notification? As soon as reasonably possible after the incident has been attended to or the feedback has been reported. What if I forget my username & password? DO NOT create a new Username. If you have an organisational address, click the Forgotten Password button under the User Login section. Enter your details as presented on the screen. As a suggestion, enter the same username and password that you use to connect to your network as issued by the IT Dept Enter your organisational address it is preferable to not use external addresses. Optionally select the Site and Location/Campus where you normally work. If you work across multiple sites and locations/campuses, hold down the CTRL key to select as required. If you work across all sites and locations/campuses it will not be necessary to highlight any sites or locations/campuses in the list. Enter your username or and click Recover Password. Your password will be confirmed by in a few minutes. If you don t receive a confirmation or do not have an account, contact your Manager or RiskMan Administrator Who do I contact if I need help? First try asking the person in charge in your area or other staff members with RiskMan experience. To send an to your internal RiskMan Help Desk, select the appropriate option under the Help menu in RiskMan Page 1 Version November 2010

2 What does this icon mean on the menu? This icon allows you to go to your Home page. The Home page provides you with an icon view of your access to RiskMan. 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 or Feedback notifications you have permission to, if you know the ID of the notification. By pressing this icon or the shortcut key ALT G a pop up search window will display Select an item, Incident or Feedback, and enter the respective ID. Press the Go icon or press Enter on your keyboard. If you have permission to the notification it will open for you to view or modify as required How do I update my personal details? Your details eg. name, password, 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) 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 incident entry form will display except for the Who Was Affected section. Make any changes to the incident as required and press Submit. Repeat if there are more people involved. Alternatively 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 someone provides you with multiple types of feedback eg. complaint and compliment, you are required to enter 2 separate notifications one for complaints and one for compliments. There is a function available to group these notifications together and allow you to copy the information from one notification to the other. Enter the first notification eg. complaint. After saving the feedback, press the Click here to create a related Group Feedback button. A copy of the Feedback notification will open. Modify as required and press Save Feedback. Repeat if there are more feedback notifications to be grouped. Alternatively 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 Existing > Feedback page and pressing the Make Grouped button What if I need to modify the notification? You can obtain a list of all your reported incidents or feedback by selecting the Review Existing option from your My Workspace menu. Click on the respective 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? Navigating around the Screen? When entering Incidents or Feedback, 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 RiskMan. From the My Workspace menu, select Review Existing. 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 Page 2 Version November 2010

3 Entering an Incident Tool tips may appear when you hover your mouse over some of the fields to assist you with entering the Access to the Incident Entry page is via the menu incident option My Workspace > New Notification > Incident or click on the New Incident icon on your Home Page Policy Links may appear next to specific fields 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 incident cannot be saved unless these fields are completed providing you with additional information that may assist you in entering the incident Be objective. Rather than using real names use generic titles eg: Nurse found, Doctor said Field contents can be deleted by highlighting the contents in a field and pressing the DELETE key. Press Submit after you have completed the incident Who or What Was Affected: Enter the details of who or what was involved in the Incident. Depending on what is selected in the Incident Involved list, related fields will be shown as required eg. if Incident Involved = Staff Member a For Staff section will display. If your RiskMan is linked to your Patient/Client Master Database, on entering an incident for the patient/client enter their UR/Medical Record No and press Fetch to retrieve their details and incident history When Did It Happen: Specify the approximate date and time the incident occurred or when you discovered the event eg. hazard, property damage What Happened: Describe what happened (be objective), who reported the incident, steps/ action taken or treatment given (if applicable) immediately after the incident, and the outcome (severity) of the incident Incident Follow up: For information only The investigations and Controls Implemented entered by your Line Manager after investigation of the incident (Note: This information may not be available on your Incident Entry/Review page) Personnel Involved: If required detail any witnesses or others involved in the incident How is it Classified: In which area of the organisation did the incident occur; were there any contributing factors; what type of incident has occurred (classify the incident) Press Submit to save the Incident. Your nominated manager/s will be notified of the incident If no manager is selected or you wish to change the manager you report to, click this button and select your new manager Page 3 Version November 2010

4 Outcome/Severity Rating Select the outcome/severity rating of the incident by clicking into the Outcome field. If you have a descriptor document associated with your Outcome/Severity a pop up interactive matrix may display with a description of your organisation s Outcome/Severity Ratings. If this occurs, click on the cell that best describes the outcome of the incident. The matrix will close and the respective rating will be auto populated into the Outcome/Severity field 2. Press Save and Exit 1. Select one or more appropriate Definitions from the list Contributing Factors By clicking on the Contributing Factors button a pop up list of possible factors will display. If contibuting factors are known, select the appropriate factors from the list. You can select more than one factor Incident Field Extensions Depending on the customisations that have been setup in your organisation s RiskMan, various extension fields may display on the Incident Entry form based on selections from the Classifications or a field on the Incident. Where applicable enter or select appropriate details (refer to examples of extensions that may or may not be included in your RiskMan) Example of a pressure ulcer extension Example of the Elder Abuse extension Classifications The Classifications allow you to describe the type of incident that has occured eg. behaviour of concern, elder abuse, fall, equipment failure, pressure ulcer, medication errors. To select one or more classifications that best describe the incident click on the Classifications button on the Incident Entry form Staff Incidents If an incident involves a staff member a specific For Staff section will be displayed. Where applicable enter or select appropriate details The RiskCat classification page will open. Each classification appears under a Supergroup (main heading) followed by a Classification (second level). Click on the appropriate Classification (second level) to view a list of Definitions (third and final level). Select one or more Definitions that best describe the incident (refer to example in the next column) Page 4 Version November 2010

5 Entering Feedback Notifications RISKMAN REFERENCE GUIDE FOR STAFF REPORTING INCIDENTS & FEEDBACK Access to the Feedback Entry page is via the menu option My Workspace > New Notification > Feedback 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 Tool tips may appear when you hover your mouse over some of the fields to assist you with entering the feedback Policy Links may appear next to specific fields providing you with additional information that may assist you in entering the feedback notification Be objective. Rather than using real names use generic titles. eg: Nurse said 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 Feedback: What type of feedback are you entering eg. complaint, suggestion, compliment. Is it formal (eg. written) or informal (eg. verbal) Who is providing you with the Feedback eg. Complaint, Compliment. Enter the person s details. If the person initiating the feedback is a patient/client and your RiskMan is linked to your Patient/Client Master database, enter their UR/Medical Record No and press Fetch to retrieve their details Who is the consumer/person affected by the feedback: If the Consumer is the same as the Complainant select R ship to Consumer = Self in the Complainant/ Contact Details section. The details in the Complainant/Contact Details section will be copied to the Consumer section and the Consumer details will be hidden Details: When did you receive the feedback; describe the feedback; specify where the feedback was initiated; is the feedback related to an incident. If there are multiple issues, compliments then you can select the specific geographic elements for each classified issue, compliment via the Issues section Issues: Depending on the type of feedback being entered, classify by pressing the Add Issue button (can be used for all types of feedback more details on the next page) Journals: Additional information relating to the Feedback can be entered here. Alternatively you may be allocated a task which will be displayed in the Journals Save Feedback: Press this button, once you have completed the Feedback Notification. If a line manager has been nominated via the Incident Entry form or Edit My Managers page, the nominated manager will be notified of the Feedback notification Page 5 Version November 2010

6 Entering Feedback Issues/Classifications On entering a complaint, suggestion, enquiry, compliment the type of feedback can be classified by pressing the Add Issue button. Select one or more classifications as required depending on the feedback received Adding Issues 1. Press Add Issue 2. Select one or more classifications 3. Press Accept 4. Click on Edit button next to the respective item to enter additional information relating to that specific item 5. Fill in the appropriate fields as required. If the complaint, enquiry, compliment, suggestion relates to a different Site, Location, Program within your organisation to where it was initiated, select the location information in the appropriate fields 6. To select one or more objectives (for complaints) hold your CTRL key and click on the respective Objectives 7. Press Save to update your item Page 6 Version November 2010

7 Related Incidents If the feedback notification relates to an existing incident eg. a complaint arises out of an incident or vice versa, the incident or incidents can be linked to the Feedback To relate an incident to a feedback notification 1. Click on the Search for Related Incident check box in the Details section 2. Search for the incident using one or more search criteria How can I view a list of outstanding tasks assigned to me? If you have been assigned a task via the Journals, all your un actioned Journals will be listed in your Allocated Journal Actions list under the My Workspace > Reminders & Alerts page To view the Journal 1. Click on the Created date link to open the Feedback 2. Once you have actioned the Journal it will be removed from this list 3. Select the incident or incidents that relate to the Feedback 4. Press Submit and the incident ID/s will be populated to the Feedback Entry form How do I action a Journal? If a Journal is assigned to you, to ensure the creator of the journal knows that you have completed the task, the Journal should be actioned To action a Journal 1. Press the Journal ID # button next to the respective Journal 2. In the opened Journal, press the Journal Actioned button 3. The Journal will automatically close and be marked as actioned 4. Press Save Feedback to update your changes What is a Journal? A Journal is an on going diary of events and list of allocated tasks. It can be used to document conversations, relevant received/sent correspondence, view assigned tasks. How do I add a Journal? 1. Press Add Journal 2. Select a Journal Type 3. Enter a Description of the Journal 4. Press Save Page 7 Version November 2010