How do I report an incident?
If there's been an incident during a shift with one of our care professionals, please let us know straight away.
We have a dedicated governance team that's responsible for handling clinical incidents or complaints, both for our care professionals and the care organisations we work with.
Please complete this online form to report the incident.
Incident Management Process
At Florence, we take incident management seriously to ensure the highest standards of care. Our internal Governance team follows a structured process to investigate incidents involving our healthcare professionals.
How We Handle Incidents:
Our team includes two registered nurses who bring clinical expertise to our investigations.
Every reported incident is logged in our system, allowing us to track progress and ensure a thorough review.
We gather statements from care professionals and assess all available evidence.
When determining an outcome, we consider any previous related incidents.
Incident Investigation & Evidence
In order to investigate and determine an outcome, we need access to all available evidence and/or witness statements.
If no evidence or witness statements are provided, and the care professional denies what happened, unfortunately we cannot investigate further.
However, all reported incidents are logged, enabling us to track patterns over time and take appropriate action if similar issues arise.
If a high risk incident is reported we place the care professional under review to minimise further risk. When placed under review a care professional is unable to work shifts with us.
If a care professional refuses to engage in the incident process they are also placed under review.
Outcomes & Actions:
If a Florence healthcare professional is found to have failed in their responsibilities, we endeavour to educate and provide feedback to the care professional. For example we may require them to complete additional training and/or attend supervision with one of our nurses. In serious cases we may choose to terminate our contract with them.
Care professionals involved in multiple incidents over time may be given notice, and have their contract with Florence terminated.
By following this robust process, we uphold our commitment to safe, high-quality care for everyone involved.
If you have any questions or would like to speak to a member of the team, please email [email protected].