The safety and wellbeing of residents and staff are our highest priorities. If a clinical incident or a serious complaint involving a Florence professional occurs at your location, it is essential that you report it to us immediately.
Our dedicated Clinical Governance Team handles every report with the utmost seriousness and confidentiality. This guide will walk you through the necessary steps.
Step 1: Take Immediate Action on the Platform
For the immediate safety and continuity of care at your location, we strongly recommend you first block the professional on the platform.
This action is confidential and will immediately prevent the individual from seeing or applying for any of your future shifts while the incident is being investigated.
For instructions, please see our guide: How to Block a Healthcare Professional
Step 2: Gather Key Information
Before filling out the report, please take a moment to gather the following information. This will help our team conduct a thorough and timely investigation.
Date and time of the incident.
Name of the professional involved.
A factual, detailed description of what occurred.
The names of any witnesses (both staff and residents, if applicable).
The immediate actions that were taken at your location.
The outcome of the incident, if known.
Step 3: Submit the Incident Report Form
Please click the link below to access our secure incident reporting form. Fill it out with as much detail as possible using the information you gathered.
If you have any trouble accessing the form, please contact our Customer Support team via live chat immediately for assistance.
What Happens Next?
After you submit your report, our process is as follows:
You will receive an automated email confirming that your report has been received.
A member of our Governance Team will review the report, typically within one business day.
The team will conduct a full investigation in line with our clinical governance framework. This may include contacting you for further information.
We will provide you with updates on the progress and outcome of the investigation.