In aged care, a prompt, compassionate, and structured response to any incident is critical for resident safety and regulatory compliance. This downloadable template provides a complete framework for your facility's Incident Management System (IMS).

This Word document guides staff and management through every step of the process—from the immediate response and reporting by staff to the detailed management follow-up, investigation, and close-out.

A Comprehensive Framework for Incident Management

This template is a complete workflow designed to ensure all necessary actions and documentation are completed. It is divided into easy-to-use sections:

• Section 1: Incident Report Form
  • A clear form for staff to complete as soon as possible after an immediate response.
  • Captures critical details including the date, time, and location of the incident , the person(s) affected (resident, staff, or visitor) , and a factual description of what happened.
  • Includes checklists for immediate actions taken, such as providing first aid , calling emergency services , or notifying the resident's family.
  • Contains a detailed list to identify the type of incident, distinguishing between common incidents (like falls or medication errors) and "Serious/Reportable Incidents" (like unreasonable use of force, neglect, or unexpected death).
• Section 2: Management & Follow-Up
  • A dedicated section for Managers and Clinical Leads to document the formal response.
  • Guides the manager through incident classification (Low, Medium, High, or Critical) and determines if it is a reportable incident under local regulations (e.g., Priority 1 or Priority 2).
  • Includes a notification checklist for external bodies like the Aged Care Commission, Police, WHS, or the Coroner.
  • Provides a structured guide for initiating and documenting the Open Disclosure process with the resident and/or their representative.
  • Outlines the process for a Root Cause Analysis (RCA) and the development of Corrective and Preventative Actions (CAPA) to prevent recurrence.
• At-a-Glance Incident Response Flowchart
  • A simple, 5-step visual guide for staff to follow in the critical first moments.
  • The steps include:
    1. Immediate Response (The First 5 Minutes)
    2. Report (The Next 15 Minutes)
    3. Document & Classify (The Next 60 Minutes)
    4. Investigate & Action (The Next 1-7 Days)
    5. Review & Close (Ongoing)

Key Benefits for Your Facility

• Ensure Compliance: Systematically manage and document your response to meet regulatory requirements, including classifications for Priority 1 and Priority 2 reportable incidents.

• Promote Safety: Ensures all immediate safety steps are taken and that a post-incident resident assessment is conducted.

• Drive Continuous Improvement: Moves beyond simple reporting to active investigation , helping identify root causes and share key learnings with all staff.

• Support Staff and Residents: Provides a clear, documented process for staff and ensures a structured, empathetic Open Disclosure process is followed for residents and their families.

Download this free Word document today to standardize and strengthen your facility's incident management process.

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