vhims quick reference guide to incident feedback … · 2012-02-03 · vhims quick reference guide...

VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK REPORTING

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.

How do I access VHIMS?

Valid for Version 3.898 and above ‐ 11 January 2011

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 for the first time You do not have a logon to VHIMS: If you do not have a logon to VHIMS consult your manager to organise a logon.

You have a logon to VHIMS: If you have a logon to VHIMS, enter your details in the Username and Password fields and press ENTER

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

What if I forget my username & password? DO NOT create a new Username. If you have an organisational email address, click the “Forgotten Password” button under the User Login section.

Enter your username or email and click “Recover Password”. Your password will be confirmed by email in a few minutes.

If you don’t receive a confirmation or do not have an email account, contact your Manager or your VHIMS Administrator

When do I enter an incident or feedback? As soon as possible after the incident has been attended to, or when you have received feedback.


Can I retrieve a partially entered Incident or Feedback notification that I have not saved? A new auto‐save function 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 Notification > Incident, you will see the following message:

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.

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 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 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. If you have permission to the notification it will open for you to view

How do I update my personal details? Your details eg. name, position, contact phone number, password, email address 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) however all other details can be updated if required



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 page but can be used on all other pages. 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 new incident entry form will display with the content of the last incident submitted 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

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

Enter the first notification, then after saving the feedback, press the “Click here to create a related ‘Group Feedback’” button. A new Feedback notification will be opened with a copy of all the details from the original feedback. Modify as required and press “Save Feedback”. Repeat if there are more feedback notifications to be grouped

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? 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

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.


Entering an Incident • Be objective. Rather than using real names use generic titles eg: Nurse found • Access to the Incident Entry page is via the menu ‐ My

Workspace ‐> New Notification ‐> Incident or by clicking the New Incident icon on your Home page

• 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

• 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

Incident Follow‐up: Contains Staff related data if a staff incident and will inform you if any recommendations have been made.

Source of Notification – Where did the incident originate eg. from a complaint, by default this will be “Incident Report”

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

Witnesses/Others Involved: Name any witnesses or others involved in the incident

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

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

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

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

Your nominated manager. Can be changed by clicking on the “Change the people you report to” button

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

Press Submit to save the Incident

Incident Assessment: What was the severity of the incident? This will be derived from a set of 3 questions. Describe any known contributing factors. If not known enter “Not Known”

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



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

Primary Incident Type/Related Incident Type

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

1. Optional: Enter Search criteria and press Go

2. Scroll through list and click on the appropriate classification

6. If required search for and select related incident types (only select the key classifications that relate to the incident – 1 or 2)

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

8. Once the classifications are selected press Save and Exit


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


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

Blood

Displays if Specific Incident Class (incident involves) = Blood or Blood Products

Equipment

Displays if Specific Incident Class (incident involves) = Equipment /Device/Consumable

Radiation Safety

Displays if Specific Incident Class (incident involves) = Radiation Safety

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

Medications

Displays if Specific Incident Class (incident involves) = Medicine

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

3. To add additional information relating to each selected medicine

• Click the respective Edit button



4. Enter or select the relevant information and press Save

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

2. Select the parts of the body where the pressure ulcers are located and press Save and Close

3. To add additional information relating to each ulcer press the respective Edit button.

4. Modify as required 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)

Journals

1. To add a Journal press the “Add new Journal Entry”

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

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

Click on the Created Date link to view the incident containing the Journal that has been allocated to you


Entering Feedback Notifications • Complete all fields/buttons that are displayed YELLOW The feedback notification cannot be saved unless these fields are entered

• Select My Workspace ‐> New Notification ‐> Feedback or click on the New Feedback icon on your Home Page

• Field contents can be deleted by highlighting the contents and pressing the DELETE key.

• Move between data fields using the mouse, TAB or SHIFT TAB keys

• Press Save Feedback when you have completed entering your Feedback notification

• DO NOT enter data with CAPS LOCK on.

Type of Notification: How was the notification lodged eg. in person, by phone, email

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?

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

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)

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

Save Feedback: Press this button, once you have completed the Feedback Notification



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

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

Complaints


Compliments

1. Optional use a keyword search to locate the classification you require

2. If there is more than one complaint select the appropriate classifications that identify the complaint

3. Press Save and Exit to save your selected classifications

4. Click on Edit to add additional information relating to that specific complaint

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

6. Press Save to close the Items pop‐up window and save the additional information

1. Optional use a keyword search to locate the classification you required

3. Press Save and Exit to save your selected classifications

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 Compliment

6. Press Save to close the Items pop‐up window and save the additional information

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)

vhims quick reference guide to incident feedback … · 2012-02-03 · vhims quick reference guide...

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