Incidents and Complaints Work Instruction
Your safety and the safety of our consumers is our number one priority.
In the event of an emergency call 000 (do not hesitate).
If the event is serious (that is, any type of harm requiring medical attention occurred), please:
- record it via your mobility app, and
- call the office on 1300 GET CARE (1300 438 2273), or
- email us on support@mobility.com.au.
At the end of your shift, you can report an incident by choosing the category that applies:
- Workplace incident
- Accident/Incident
- Client Incident
- Skin and wound incident
- Visit Report – these go directly to our nurses for review
Consumers can make a complaint or provide feedback on 1300 GET CARE (1300 438 2273), via email support@mobility.com.au
All incidents are reviewed by our Incident Investigation Team – which includes a Registered Nurse and our Clinical and Risk Specialists.
We review all incidents and complaints as they occur in real time.
We practice open disclosure when incidents occur; that is we say we are sorry and we will investigate to learn how to prevent it from happening again (see Open Disclosure Procedure).
We place all incidents and complaints into a register; these inform our Continuous Improvement Plan.
We are continually learning and always want to understand:
- How and why it happened?
- What can be done to reduce the risk of it happening again and to support safer care?
- What we learnt?
- Sharing what we learnt.
If you want to understand what happened because of what you reported please contact mobility’s Clinical and Risk Specialist
Document History
Reviewed by: Clinical and Risk Specialist
Authorised by: CEO
Date Adopted:
Next Review Due: April 2023
Version Control
| Version | Date | Change |
| 1 | 10/4/22 | New |