RiskMan Incident Management for Administrators

RiskMan Incident Management for Administrators
Training Version 1.2 –17 Jan 2013 – Valid for RiskMan 2012 (Sept) and above

Agenda Introduction Reviewing Unposted Incidents Posting Incidents
Managing Posted Incidents Deleting Incidents

Introduction Introduction
After an incident has been entered into RiskMan it will be available in the Incident Inbox which is accessed by nominated RiskMan Administrators eg. Risk/Quality Manager/s, OHS Manager/s, Department Managers The Incident Inbox contains a list of ALL the incidents that have been entered into RiskMan that have either Not been posted or Have been edited after they have been posted and need re-posting The Incident Inbox listing can be filtered if there are multiple users required to “post” the incidents so that each user only sees a subset of the Incidents that have been entered eg. Patient/Client/Resident Incidents; OH&S Incidents; Facility specific Incidents if your organisation is made up of more than one facility What happens when an Incident is lodged? When an incident is entered by a staff member The staff member’s direct Line Manager/s will be notified of the incident and The Incident will also be lodged in the “Incident Inbox” which is accessed by the RiskMan Administrators eg. Risk/Quality Managers; OH&S Managers; Dept Managers (this will depend on the setup in your organisation). As there is only one Incident Inbox in your RiskMan, unless filters are applied to a user’s profile, users with access to the Inbox will see ALL incidents lodged into RiskMan. If a particular user is to only see specific incidents in the “Inbox”, then consider setting up an Alert (which does not have to trigger an when the conditions of the alert are met, unless the user requests one) that only grants them permission to these incidents eg. OHS vs Clinical. Then in the user’s Incident User Profile under the Specific Restrictions check the “Only show Alerted Incidents in Inbox” option

What is “Posting”? What does “Posting” mean?
When an incident is entered into RiskMan it is initially in an “unposted” (or unofficial) state. Each time the incident is modified another version is created. At some point in time, an official version of that incident needs to be created Posting is creating a “master” (or official) version of the incident. It is important that all incidents are “posted” in a timely manner, as only the posted incidents will be used in any Incident reporting from RiskMan Posting of Incidents can only be done from the “Inbox” Incident listing page, however modifications can be made to an incident after it has been posted Posting does not mean the incident is “closed”. It just means that the key components required for reporting have been completed. Closing an incident can be done prior to or after the incident has been posted Note: It is recommended that you set up a business rule around posting to make sure all person’s responsible for posting are aware when you require incidents to be posted. Typically organisations set up a time per month eg. 5th or 10th day of the month when all incidents from the previous month are to be posted to ensure accurate monthly reporting.

When do you Close an Incident?
When the incident has been reviewed and there is an agreed plan that is in place to address the issues identified from the incident; or When there is no need to initiate a mitigation plan ie. there is no further action required

Role of the RiskMan Administrator
The Role of the RiskMan Administrator is to review the details of the incident and to Check the Review History to see who else is aware of the incident Create a Distribution List if others need to be informed of the incident Ensure the incident has been investigated by the Responsible Manager. In addition, Check the accuracy and completeness (and objectivity) of the Incident Remove any inappropriate statements or unfounded allegations as organisational policy may dictate Check the consistencies of the data eg. Classifications, Severity Rating Save any details that need immediate change

Role of the RiskMan Administrator
Investigate/Follow-up the Incident If further clarifying information is required, create a distribution list to request further action/information or create an action via a Journal Update Findings eg. Recommendations, Journals Post the Incident “Post” the Incident once there is sufficient information for the master record Posted incidents can then be reported on Modifications may be made after posting and these can be updated into the master record once received Close the Incident Optional: Close the incident once an action plan has been put in place or there is no further action (this can be done prior to or after “posting”)

Reviewing Unposted Incidents

Reviewing Incidents – Option 1 If you receive an notification, click on the link in the This will direct you to RiskMan If you are not logged onto RiskMan, you will need to logon and the incident will open Enter your logon details and press Submit

Reviewing Incidents – Option 2 If you know the ID of the incident Click on the Go To icon (or press ALT-G) Enter the ID of the incident and press Enter or the Go button You will be directed to the Incident

Reviewing Incidents – Option 3 To open the Incident Inbox page (if not already on that page), choose one of the following options From the menu select Management -> Inbox -> Incidents or From the “Home Page” click on the Incident Inbox icon under the Notification Review section Click on the Inbox:# link in the top right hand corner of the RiskMan header Description of links on the RiskMan Header: New: #, New Edits:# or Inbox: # links New #: Total number of new incidents entered into RiskMan in your organisation (regardless of which facility the incidents are entered from). These are incidents that have never been viewed by an Administrator (a user with access to the Inbox) New Edits #: Total number of modifications to the incidents in RiskMan in your organisation (regardless of which facility the incidents are entered from). These are edits that have not been viewed by an Administrator (a user with access to the Inbox) Inbox #: Total number of incidents in the Inbox that need to be posted in your organisation (regardless of which facility the incidents are entered from).

Review an Unposted Incident To review an Incident that has not been posted: Click on the Incident ID link that does not have a red administrative icon (these are edited posted incidents)

Review an Unposted Incident The incident that you are required to view will open as a “Review of UNPOSTED Incident Report” Review of UNPOSTED Incident When you open an incident that has never been posted from the Incident Inbox listing page, it is called “Review of UNPOSTED Incident”. A user with access to the Incident Inbox will be able to modify the incident and either save the changes and not post (incident stays in the Incident Inbox view) or “post” the incident making it available for reports. Posted incidents are removed from the Incident Inbox. In both scenarios, a new version of the Incident will be created (ensuring the original version is kept intact).

Control Panel The Control Panel at the top of all reviewed Incidents provides you with additional functionality and information The name of the user who created/edited the displayed version and the date Indicates the number of versions for the selected Incident and which version you are viewing Arrows allow you to view the different versions of an incident (if modifications have already been made to this incident). Only the current version can be modified Control Panel At the top of every Incident review page there is a Control Panel which provides users with the following functionality: Version Control: This section indicates how many versions there are of this incident as well as the date/time and name of the person who edited the displayed version. Each time an incident is modified another version of that incident is created ensuring that a history of all changes is kept with each incident. The scroll buttons on the left and right in this section allow you to scroll to the previous and current versions respectively if there is more than one version of the incident. Only the current version can be modified. Related Incidents: If an incident is a grouped incident (one that involves more than one person) then each grouped incident will be listed in this section. The master incident (usually the instigator of the incident) will be indicated with the word “Master” next to the Incident ID) By clicking on the respective Incident ID button, if you have permission to that incident it will be displayed. Modifications to one incident in the group will not automatically update the other incidents in the group – you must modify each one separately (however you can copy text from one incident to another if required). Print Preview: Allows you to print a copy of the displayed incident. The fields displayed in the report will only be those that you have permission to view. If a section is not visible on the review page, it will not be visible in the Incident Report. To print a copy of the report Select an output format from the Display As drop down list Press Print Preview To print a copy of the displayed Incident Select the output format from the Display As drop down list Press the Print button. The report will only display the fields you have permission to view List of grouped incidents Click the ID to view each grouped incident

Reviewing the Incident History Read through the incident and check for completeness, relevance and objectivity Look at the Review History which appears at the bottom of the incident This will tell you who has been notified of the incident Review History Every Incident in RiskMan has a “Review History” section at the bottom of the Incident. The Review History indicates the type of Incident activity; the date of the activity; who instigated the activity. Examples include Who created the Incident Who has been notified of the incident through alerts, journal alerts, distribution lists Who has edited the incident Who has posted the incident As someone who is responsible for quality checking incidents, it is always a good idea to look at the Review History after you have read the incident to see who else has been notified of the incident. This will assist you in determining if you need to let others know of the incident. To inform others of the incident create a “Distribution List”

Distribution Lists If after reading through the Incident you believe other users within your organisation should be notified of the incident, you have the option to create a distribution list. Distributing an incident to one or more users will Grant them permission to the incident, if they don’t already have permission Send them an notification which will include a link to the incident To create a distribution list Click on Dist List button Distribution Lists A distribution list is useful if You wish to inform other users of an incident that may need to know about the incident but have not been notified You wish a user to follow-up on the incident or add more detail if they are either the one who entered the incident or the person reviewing the incident To create a distribution list Click on the Dist List button in the Control Panel at the top of the incident An Incident Distribution List window will open Note 1: If you wish to assign a task to a specific user and you wish this documented in the incident, then it is suggested you create a Journal rather than a distribution list. More about Journals later in this training Note 2: If there are user/s in the “Assigned” list it means that the user/s have not yet viewed the incident (for which they were distributed) and should be left in the Assigned list. More about this on Slide 20

Creating a Distribution List 1. Filter your list of users by clicking on the Filter List button or icon 2. Enter your filter criteria eg. user’s first or last name in the User Name Filter field 3. Press Filter List Distribution Lists (cont’d) To search for a user to add to the Distribution List Click on the Filter List button or icon Use ONE of the Filter conditions as described below (Recommended) User Name Filter: Enter the person’s first name, last name or user name RiskMan User Type Filter: Select the template the user is assigned to User Position Filter: Select the Employment position the user is assigned to User Created After Date: Enter the date after which the user was created in RiskMan User Site: Select the facility the user is restricted to when entering/updating incident or feedback notifications Show My Staff: This option will only display if you (the person logged onto RiskMan) have staff reporting to you through the manager/staff relations. If this is checked then the list of filtered users will be those that report to you Once you have entered your filter criteria press Filter List A list of users that match your filter conditions will be displayed in the Unassigned List

Creating a Distribution List 4. A list of users matching your search criteria will display. To select a user, double click the username in the list 5. If you wish to add more users repeat steps 1-4 6. Recommended: Include details explaining why you are sending this distribution list. These comments will be included in the notification and will be available to view from the Review History of the Incident Distribution Lists (cont’d) To select the user from the Unassigned List Double click the user in the Unassigned List The user will appear in the Assigned list If selecting another user you may wish to filter your list again Repeat the steps on the previous slide and above if adding more users Recommended: Enter comments relating to why you are distributing the incident in the comments section. Note: The only place these comments will be available to view is in the Review History of the Incident Press Send & Close button An (if the user has an address in their user profile) informing the user/s of the incident will be sent to the assigned users. A link to the incident will appear in the . Any additional comments will also be included in the Note: If a user does not have an address, they will still be granted permission to the incident. Slides will explain the various ways a user can access a distributed incident 7. Press Send & Close

Distribution List Comments Where a user has created a distribution list on an incident and a comment has been added, this comment may be viewed from the Review History If a comment is added to a distribution list , then the message can be viewed by clicking on the link in the Review History Distribution List Comments The comments that have been included in a Distribution list are available to view in the Review History of the Incident. However, this will be dependent on the setup on your RiskMan It maybe that only the sender and receiver of the distribution list can view the comments in the Review History of the incident; or All users with permission to the incident can view the comments in the Review History of the incident

Existing Distribution Lists If, when you are creating a distribution list, there are already users in the Assigned List, it means The users have already been sent a distribution notification but have not yet viewed the incident. Once they have viewed the incident their names will be removed from the Assigned List If you remove the user/s from the list, this may remove the user’s permission to the incident Recommended: Leave the users in the Assigned List. Optional: If required, other users can be added to the Assigned List and ONLY the newly added users will receive a distribution notification about the incident Assigned Users on a Distribution List If, on creating a distribution list there are users listed in the Assigned list, it means The users have been put on a distribution list but have not yet viewed the incident Once they have viewed the incident their name will disappear from the Assigned list Recommended: Do not remove the users from the Assigned list if the intention is that these users are to view the incident, because this could negate their permissions to view the incident (if they have never had permission to view the incident) If a user is removed from the Assigned list and they click on the link in the Distribution list to direct them to the incident, if they don’t have permission to the incident a screen will display to let them know they do not have permission as well as details on who removed them from the Distribution list For the user to view the incident, they need to be put back on the Distribution List Add users to an already existing Assigned list If there are users already on the Assigned list you can add more users and add new comments On pressing Send & Close only the newly assigned users will receive an

You do not have permission to the Incident Distributed to you Example of the message a user may receive if they have been put on a distribution list and someone removes them from the Distribution list before the user has viewed the incident

Method 1: Viewing Incidents Distributed to you If you have been distributed an incident you will receive an notification Click on the link in the to direct you to RiskMan On logging onto RiskMan the incident will open

Method 2: Viewing Incidents Distributed to you Any incidents that you have not viewed will also be available under the Distribution Lists tab in the Reminders & Alerts page. To access this page From the menu select My Workspace -> Reminders & Alerts 1. If not already selected, click on the Distribution Lists # tab to view the list of Incidents 2. To view the incident, click on the Notification Date link. Once viewed the incident will be removed from this list

Incident Review Method 3: Viewing Incidents Distributed to you
If you have been distributed an incident, an Incident for Review message will appear at the top of your RiskMan. This message will remain until you have viewed all your distributed Incidents 2. A list of all distributed incidents that you have not viewed will display. Click on the Incident ID to open the distributed incident. Once opened it will be removed from this list

Bookmark Incidents Bookmarking places the incident into a separate follow-up list. This allows you to quickly return to the incident for further review Bookmarked incidents are located on the Reminders & Alerts page To bookmark an Incident Press the Bookmark button. This process is also used to remove a Bookmark Bookmark Incidents The Bookmark option available for Incidents allows users to place an incident into a separate “follow-up” listing available on the Reminders page Bookmarked incidents may be incidents that you are currently working on or requiring some follow-up from other users Bookmarking an incident WILL NOT Remove the incident from your Inbox listing page Trigger an automated notification if changes are made to the incident These type of notifications can be set up through Personal Alerts or Alerts

Viewing Bookmarked Incidents To view a bookmarked Incident, from the menu select My Workspace -> Reminders & Alerts 1. If not already selected, to view a list of bookmarked Incidents, click on Bookmarked Items # tab 2. To view a bookmarked incident, click on the Notification Link. Once a bookmark has been removed from an incident it will no longer appear in this list

Finalize Incidents Finalizing an incident means a Manager or Executive has finished working on that incident. When they finalize an incident An entry is added to the Review History of the Incident to indicate that the Incident has been Finalized by a particular user eg. A Line Manager has finished working with the incident The Incident is then hidden from that user’s default view of their Entered Incidents list Finalizing is a function that a Manager or Executive may use to manage their “Entered Incidents” page However, for RiskMan Administrators, there is no need to Finalize an Incident because they normally work in the Incident Inbox (not the Entered Incidents list)

Personal Alerts A Personal Alert allows you to be notified of any changes to this incident When anyone makes a modification to the incident (except yourself) an will be sent to you with a link to the incident 1. To create a Personal Alert click on Alert Me button Personal Alerts Personal Alerts are available on Incidents if you wish to be notified by of any changes that have been made to an incident. If you have flagged the incident with a Personal Alert, and someone modifies that incident, a specific “Personal Alert” notification will be sent to you with a link to the incident Note 1: If the change is only in the Journals, or you have attached a document, a Personal Alert will not trigger. However if you do wish to be notified of a Journal being added or deleted, an alert based on the Journals can be set up from the Alert Management page Note 2: As an alternative to using the Personal Alerts functionality, the red status flag that appears next to incidents in your Inbox page indicates to you that a change has been made to the incident and/or journals in the incident since you last viewed the incident. By clicking on the flag, you can view the Review History of the incident and see who has made changes to the incident and/or Journals/Documents 2. Select the duration of the alert 3. Select whether the alert is to be based on changes to the unposted and/or posted version of the incident 4. Press Save

Remove or Modify a Personal Alert 1. To remove or modify a Personal Alert click on Alert Me button 2. If you wish to modify the Personal Alert, change the Alert duration and/or whether or not to apply this to the Posted and/or Unposted incident, press Save 3. To remove a Personal Alert check mark Remove It and press Save

Follow-Up Incident Follow-Up
As part of the Administrator’s role you may be required to Ensure the incident has been investigated by the respective Line Manager. This may include details of the investigations; controls to prevent recurrence; recommendations Conduct formal reviews for serious incidents Ensure the removal of any inappropriate statements or unfounded allegations as organisational policy may dictate Check the consistency of the incident eg. How the incident is Classified; the outcome/severity of the incident Assign tasks or add progress notes via the Journals if required Attach any relevant documentation, files, images, photos Associate the incident to one or more Risks if you have a Risk Register setup in RiskMan Slide 30

Journals and Actions Journals
The Journal section on the Incident Entry form allows you to Assign/Allocate an action/task Provide additional information relating to the incident eg. General Comments, Progress Notes, File Notes Record any correspondence received or sent as a result of the incident Journals Each Journal Is date and time stamped and displays the user who created or last edited the Journal Attaches itself to every version of the incident. This means that if a user has permission to Edit a Journal - There is no history of that journal – the edited version is the only version Delete a Journal - The journal is removed from the Incident altogether and cannot be restored

Journals and Actions View an existing Journal
1. To view a Journal click on the expand icon

Journals and Actions Add a Journal
1. To add a Journal item, press the Add New Journal Entry button 2. Select a Journal Type 3. Enter a description of the Journal. Note: If a Journal is not assigned to a user it will automatically be marked as actioned when the incident is saved 4. If you are allocating a journal to a user eg. requesting an action, enter the date you want the journal followed-up by

Journals and Actions Allocate a Journal 7. In the filter window
Enter the name of the user eg. surname in the Filter field. As you type, the list of users will change Click on the user you wish to select from the list 6. To select the user you want to allocate the Journal to click on the Select User button 5. If you wish to assign a task to yourself press the Select Me button

Journals and Actions Allocate a Journal
9. If there are other fields that require information eg. Status of the task, complete as required 8. The selected user will display in the Follow Up Allocated To field 10. When complete, press Add Entry

Journals Alerts Journal Alerts On saving the incident
If a Journal has been allocated to a user, a Journal Alert notification will be sent to that user If the Journal is not actioned by the due date a Journal Alert Reminder notification will be sent to both the originator of the Journal and the allocated user An optional Alert can be set up to notify the originator of the Journal when a Journal task has been actioned Journal Alert Notifications After the incident is saved A Journal Alert will be sent to the allocated user This will contain a description of the Journal and a link to the incident To view the incident The user will be able to click on the link in the and be directed to the incident. The ID of the respective Journal will appear in the to ensure that the user is following up the correct Journal Journal Follow-up Reminder If the Journal is not actioned by the due date an reminder will be sent to the allocated user and CC’ed to the originator of the Journal Optionally: An alert can be set up to notify the originator of the Journal when it is actioned

Journals and Actions Edit a Journal
1. If you wish to edit the Journal press the Edit button 2. Make the necessary changes Edit a Journal Journals that have just been added to an incident before the incident is saved, can be edited Editing a Journal on an existing incident may only be a RiskMan Administrator or Risk/Quality Manager’s permission because there is no history associated with Journals and any changes are reflected on every version of the Incident 3. Press Update Entry

Journals and Actions Delete a Journal
1. To delete a Journal press the Delete button Delete a Journal Journals that have just been added to an incident before the incident is saved, can be deleted Deleting a Journal on an existing incident may only be a RiskMan Administrator or Risk/Quality Manager’s permission because deleting a Journal from an incident will permanently remove the Journal from all versions of that incident Tip: If you have marked a Journal as deleted and you don’t want to proceed with the deletion, you can press the Edit button to open the Journal and then press the Update Entry button at the bottom of the opened Journal. The Journal will no longer be marked as deleted 2. The Journal will be “Marked as Deleted” 3. On saving the Incident it will be deleted

File Attachments File Attachments
If there is supporting information that needs to be included with an incident, the supporting information can be attached and stored with the incident When a file is attached to an incident it means that any user with permissions to that incident and viewing attached documents can open and view the file (but will not be able to modify the file) Files can be in any format eg. Word, Excel, PDF, Images, Video files File Attachments Any file that is stored electronically and is relevant to the incident can be attached to the incident eg. documents, images, videos. Files may include Images of wounds, hazards Modification to policies Correspondence sent or received s sent or received

File Attachments Attach a File
1. To attach a file click on the Add Document button 2. Enter the Description of the file 3. Press Browse to search for the file 4. Press Add to upload the file to the database

File Attachments Attach a File 5. File is attached
6. If you wish to attach additional files repeat steps 2-4 on the previous slide 7. If the attached file is not visible in the list below after you have added it, press the Refresh button 8. Press Close

File Attachments View a file To view a file click on the View button

File Attachments Method 1: Delete a File To delete a file
Press the Delete button. This button will change to display Undelete and the file details will display in red If don’t wish to proceed with the deletion press the Undelete button On saving the incident the File will be removed

File Attachments Method 2: Delete a File 3. Press Close
2. Press the Delete button The file will immediately be removed from the Incident. You will not be able to undo the deletion in this instance 1. To delete a file click on the Add Document button

File Attachments Document Details
3. If required, you can modify the Description of the attached file Press Save (to update the changes) Press Close to close the window 2. The Review History tells you who attached the file and who has viewed the file Document Details The Document Details section allows you to Look at the review history of the attached file to see who attached the file and who has viewed the attachment View the details about the file Edit the Description of the file 1. To view the details of the attached file click on the Magnifying Glass button

Associating Risks Associating Risks
If your organisation has setup a Risk Register, it is usually the responsibility of the RiskMan Administrator/s to associate the incident to one or more risks where appropriate By associating an incident to a risk The Risk Owner is able to see over time if the incidents associated with a risk are increasing or decreasing in severity The Risk Owner can then review existing controls and actions and optionally include additional controls and actions as a result of the incidents that are occurring

Associated Risks Associate an Incident to a Risk
1. To associate an incident to a risk, click on the Add Associated Risk button 4. Press Save and Exit 2. A list of risks that you can select from will display 3. Check the risks that this incident should be associated with Associate an Incident to a Risk If the Risk Owner or Responsible Manager of the risk has elected to be notified when an incident is associated with a risk, they will receive an notification once the Incident is posted. This will contain a link to the Posted version of the Incident and a link to the Risk 5. The risks will be listed in the Associated Risks section

Saving an Incident Saving an Incident
If you are not ready to post the incident and you have made changes to the incident, to save the incident without posting Press Save (without Posting) The unposted version of the incident will be updated and the incident will remain in your Inbox ready for posting at a later stage Save an Incident If you have made modifications to the incident then it will be necessary to “save” those changes. As an Administrator you will have 2 options when saving the Incident Save without Posting – Save the changes but not create the master version of the incident. The Incident will remain in the Inbox view until it is ready to be posted Post – Saves the changes and also creates the master version of the incident. The Incident will be removed from the Inbox view and will be moved to the Posted Incidents listing page Note: Incidents can be modified after they are posted. Any incidents that are modified by staff or managers will cause the incident to re-appear in the Incident Inbox. It will then be the responsibility of the RiskMan Administrator/s to accept the changes into the Posted Version. RiskMan Administrators will have the permission to directly update the posted version

Allocated Journals

Viewing Allocated Journals
A list of un-actioned Journals that have been allocated to you to follow-up will be available on your Reminders & Alerts page To access this list From the menu select My Workspace -> Reminders & Alerts 2. Indicates that the Journal action is overdue if a Follow-up date is included in the Journal 1. If not already selected, click on the Allocated Journal Actions # tab. A list of journals allocated to you that you have not yet actioned will be listed 3. To view the incident, click on the Created date link

Option 1: Action a Journal 1. To view all the details of the Journal click on the Expand icon Option 1: To action a Journal, click on the Action button Press Yes to action the Journal

Option 2: Action a Journal Option 2: Press the Edit button 3. Check the Item Actioned field 2. Update any details in the Journal 4. Press Update Entry

History of Changes to an Incident

Change History Change History
When an incident has been modified, this will be indicated on the Incident Listing page by an icon showing “multiple envelopes” A History of these changes (not including Journals or Attachments as there is no history on these sections) can be viewed from an opened Incident To open the incident click on the ID Change History Whenever there is a modification to an incident, another version of that incident is created and these changes are recorded in RiskMan From the Inbox page any incident that has a multiple envelope icon indicates to you that there have been changes to the incident For each incident, the history of the changes that have been made can be viewed from a reviewed Incident

The Change History button will allow a user to view the history of the changes that were made to the incident Users will only have permission to view changes on fields they have permission to view To view the history of the incident click on the Change History button

Changes can be viewed by Version or by Field Click on the appropriate option to view the list of changes Change History At the top of the Incident Edit History page, a list of versions will display showing who created/edited them and on what date/time To view the changes by field Click on the Changes to field option If you do not have access to a field that has been modified, a message will display to inform you that you do not have permission to that field To view the changes by version Click on the Changes to version option Note: The Incident History page will not display changes to Journals, Associated Risks or Documents Slide 56

Complete the Incident

Complete the Incident Completing an Incident
At some point the incident will need to be closed and posted ie. a master version of the incident is created Posting can be done before or after the incident has been closed ie. an action plan has been put in place or there is no further action required for that incident Posting is often done at a specific time of the month to ensure all incidents from the previous month are posted ready for reporting – this will be dependent on your business rules

Complete the Incident Complete the Incident
Once you have finished working on an incident you may like to Remove the Bookmark if applicable Remove the Personal Alert if applicable 1. To remove the Bookmark flag press the Bookmark button 2. To remove the Personal Alert Press the Alert Me button Check mark Remove It in the pop-up window and press Save Note: As a RiskMan Administrator, it is not a requirement to “Finalize” the incident because once you have posted the incident it will automatically be removed from the Inbox view. Finalizing is a function often used by Line Managers to hide the incident from their “Entered Incidents” page once they have completed working on that incident

Close the Incident Close the Incident To close an incident
Either enter the date in the Date Closed field; or Select the date from the calendar

Post the Incident Post the Incident
Once you are ready to post the incident Press Post. A master version of that incident will be created The incident will be removed from the Inbox listing If you make any changes to the incident prior to posting, those changes will also be made available to all users who have permission to that incident

Reviewing Edited Posted Incidents

Edited Posted Incidents
Incidents that have been posted will be removed from the Inbox and stored in the Posted Incidents list If an incident is edited after it has been posted (unless edited directly from the Posted Incident), it will re-appear in the Incident Inbox for the RiskMan Administrator to review Posted Incidents Once an Incident is posted It will be removed from the Incident Inbox and will be placed in the Posted Incidents listing page If a user (with no permissions to the Posted Incidents page) edits a posted incident from their “Entered Incidents” listing page it will reappear in the Incident Inbox for review by the RiskMan Administrator The modifications will NOT be automatically updated into the Posted Incident. Updates of changes will need to be done by the RiskMan Administrator at the time they are reviewing the incident

An edited Posted Incident will appear in the Inbox indicated by a red envelope icon Posted Incidents Incidents that are edited after they have been posted (from an Entered Incidents page) will reappear in the Inbox with a red icon (as per example above) It will be necessary to re-post this incident to update the master record with any changes

Option 1: Quick Post To view some of the changes made to the incident after it has been edited, click on the respective Viewing Status flag Note: it is strongly recommended that you open the Incident prior to accepting any changes to the incident. This is because not all the changes made to the incident are listed in the pop-up Review History window accessed from the Inbox. It also allows you to re-familiarise yourself with the incident prior to updating the changes To accept the displayed changes Press the Quick Post -Accept All Changes button The incident will be posted with the displayed updated changes and will be removed from the Inbox page Warning: Not all changes are listed in this window eg. changes to classifications, contributing factors, fields in the sub-forms. These changes will not be updated when you press the Accept All Changes button. It is strongly recommended that you open the incident and view and Accept the changes there

Recommended Option 2: Opening the Edited Posted Incident On opening an edited Posted Incident, the fields edited after an incident has been posted will display In a underneath the respective field This is so that the RiskMan Administrator can decide whether to accept the changes into the master incident report An “Accept” button next to the modified field will enable you to accept the respective changes into the Posted Incident An “Accept ALL changes” button will appear at the top of the review page to enable you to accept all changes at once into the Posted Incident red box Option 2: Viewing edited Posted Incidents On opening an edited posted incident you will notice a red box will appear under any field that has had a modification The only modifications that are not displayed are Journals – as there is no history associated with journals Associated Risks - as there is no history Documents – if a document is removed or added it will just not show Next to each modified field an “Accept” button will display. It would be up to the RiskMan Administrator of the incident to decide if he/she wishes to accept the modifications to the incident or not. If the modifications are not accepted they will still be recorded in the previous version of the incident after it has been posted but will not be recorded in the latest “Master” version If the modifications are accepted they will be included in the master version of the incident In addition to the Accept button there is also an “Accept All” button at the top of the incident. If pressed it allows you to accept all changes to the incident at once

To accept all changes Press the Accept all Changes button To accept a change to an individual field Press the respective Accept button In some cases on pressing the Accept button more fields may be revealed Note: If you do not press Accept next to one or more fields that have changes, it means that on re-posting the incident those changes will not be included in the updated posted (master) version of the incident. However they will exist in the last previous un-posted version

Once you have accepted the changes, press Update the Posted record The accepted changes will be updated into the existing posted version The red boxes that appear under the modified fields will disappear from the Incident The Incident will be removed from the Inbox Edited Posted Incidents Once you have accepted (or not accepted) the changes to the posted incident, you will need to re-post the incident to ensure the master record is updated The red boxes that appear under the changed fields will disappear once you re-post the incident Note: If you press Save (without posting), no changes made to the incident will be saved. The incident will remain in the Inbox for editing and posting at a later stage

Posted Incidents

Posted Incidents Posted Incidents
All posted incidents will be accessed from the Posted Incidents listing page accessed From any Incident Listing page under the Selection Settings heading; or From the menu by selecting Management -> Enquiry -> Posted Incidents Select Display = Posted Incidents Press Change View Posted Incidents All “posted” incidents will appear in the “Posted Incidents” listing and also in the “All Incidents” listing The “All Incidents” listing will show Unposted, Edited Posted and Posted Incidents Posted Incidents are indicated by this icon in your displayed Incident listing page

Review Posted Incidents
To review the posted incident Click on the Incident ID link

Review Posted Incidents - Features
Features: Return to the Posted Incidents page By pressing the Selection Page button you will be returned to the Posted Incidents Listing page

Features: Compare Source Compare Source: Click this button to compare the current posted incident with the unposted versions Features of the Posted Incident Review page – Compare Source The Compare Source function allows you to view the current posted version of the Incident and compare it to all the unposted versions This is useful if some information that was entered after the Incident had been posted that was not “accepted” into the master version, now needs to be included in the master version If there is a difference between the current posted version and the compared unposted version, the details will appear in a red box under the respective field. In this way the user is able to see a comparison of the posted report against the various unposted versions Updates can be made from any view and on saving the incident, the posted version will be updated

Features: Compare Source Use the scroll buttons to scroll through the versions of the incident Press Accept if you wish the information in the red box to be updated in the incident Press Update the Posted Record to save the changes into the current Posted Incident Features of the Posted Incident Review page – Compare Source To scroll through the unposted versions of the incident Click on the scroll buttons on the Control Panel in this view You will be seeing the current posted version compared to the displayed unposted version. Any differences between the versions will be displayed in a red box under the respective field If you wish to accept any differences between the current posted incident and the displayed unposted version Press the Accept button next to the respective field The information in the red box will be copied to the respective field To save the changes into the current posted incident Press the Update the posted record button at the bottom of the incident The changes will be updated into the posted incident directly and also made available to all users who have permission to this incident The Compare Source view will show any differences (highlighted in a red box) between the current posted and the respective unposted version

Features: View Source Click on the View Source button to view the unposted versions of the incident Features of the Posted Incident Review page – View Source The View Source function allows you to view the unposted versions of the incident notification. Updates can only be made to the current unposted version of the incident. Any changes will cause the Incident to re-appear in the Incident Inbox to be re-posted

Features: View Source The View Source page of the Posted Incident, indicated by the title “Incident Review”, will show you the unposted versions. Changes can only be made to the most current version Any changes made to the incident in this view will cause the incident to return to the “Inbox” where the Administrator would need to update the changes into the “Posted” version Features of the Posted Incident Review page – View Source To scroll through the unposted versions of the incident Click on the scroll buttons on the Control Panel in this view You will be seeing each unposted version of the incident If you wish to modify the incident You will only be able to modify the current version of the incident The Submit button will only display on the current version To save any changes Press the Submit button at the bottom of the incident The incident will reappear in the Incident Inbox flagged as an edited posted incident To update the master incident with your changes You will need to open the incident from the Inbox Press Accept next to all the changes that are to be saved into the Posted version Press Update the Posted record button at the bottom of the incident

Features: Case Review To view a list of feedback or incidents entered based on the Patient/Resident/Clients record number Click on the Case review button Features of the Posted Incident Review page - Case Review The Case Review function allows you to view a list of all unposted or posted Feedback and Incident notifications based on the Consumer’s “Unit Record Number” It is sometimes useful to see if there has been a history of complaints/enquiries/compliments and Incidents from a particular consumer

Features: Case Review To view records based on any Client Record Number Enter the number here Press Review Client Case Review: List of posted and unposted Feedback & Incident notifications based on the Client’s UR Number Features of the Posted Incident Review page - Case Review In the Case Review list If the Incident involves a patient/client/resident , their Unit Record (UR) Number will be populated to the Client Record Number field If there isn’t a UR number in the Client Record Number field Enter the patient/client/resident’s UR number and press Review A list of unposted and posted incident and feedback notifications will be displayed To view a notification click on the Record ID link If you have permission to view the notification it will be displayed otherwise you will get a message to inform you that you do not have permission To close the Client Case review window click on the Close icon or select File -> Close To sort the list of notifications Click on a column heading to sort the list in ascending or descending order To group your list of notifications ie. incidents vs feedback Drag a column heading to the space provided above the column headings. eg. Event Type to group Feedback and Incident notifications When you see 2 red arrows release your mouse The list will be grouped as required To remove the grouping drag the grouped column heading over the top of the other column headings and when you see the 2 red arrows release your mouse To print the list of notification Press Print icon (top right corner of the page) To view a notification (Incident or Feedback) Click on the Record ID If you have permission to view the record it will be opened for review

Review Posted Incidents
Editing a Posted Incident To edit a Posted Incident Make the necessary changes to the incident Press the Update the Posted Record button at the bottom of the incident The Posted Incident will be updated and the new information will be available in the Incident Reports All changes will be made available to the latest unposted version to allow users with permission to the incident to view these changes

Deleting Incidents

Deleting Incidents Deleting Incidents
There may be situations where an incident needs to be deleted so that it is not included in any reporting Reasons for deleting may include Incident has been duplicated The Incident is not an “incident” as your organisational policy states eg. a staff grievance Deleted Incidents are not removed from RiskMan but rather flagged as deleted and can be restored if required RECOMMEND: It is recommended that if you delete an incident, you enter a Journal explaining the reason for the deletion Deleting Incidents There may be occasions when you need to delete an incident, for example Duplicated incidents Not an incident eg. Staff grievance Deleted Incidents are not deleted from the database, they are only flagged as deleted. They can be restored from the Deleted Incidents list available from any of the Incident Listing pages if required Deleting Duplicate Incidents If you are deleting an incident that has been duplicated, here are a couple of suggestions that you may like to consider In the incident that is to be deleted, enter a Journal explaining why the incident is to be deleted and make a note of the Incident ID of the “kept” incident Copy any information from the deleted incident into the kept incident if relevant eg. Details. Suggest copying this information into a Journal and making a note of the deleted Incident ID as a reference

Deleting Unposted Incidents
Unposted Incidents are deleted from the Incident Inbox To open the Incident Inbox From the menu select Management -> Inbox -> Incidents

Deleting Unposted Incidents
To delete an Unposted Incident Click on the Record Selector/s next to the Incident ID/s that you wish to delete Press Delete The incident will be flagged as deleted and removed from the Inbox The incident/s will be available to restore from the Deleted Incidents page

Deleting Posted Incidents
Posted Incidents are deleted from the Posted Incidents Review page You will need to open the incident from the Posted Incident listing page and then delete the incident To open the Posted Incidents page Select from the menu Management -> Enquiry -> Posted Incidents or From the any Incident Listing page under the Selection Settings Select Display = Posted Incidents and press Change View Deleting Posted Incidents Incidents that have been posted (whether they are residing in the Inbox or the Posted Incidents page) can only be deleted from the Posted Incidents Review page

To delete a Posted Incident Click on the Incident ID that you wish to delete. This will open the incident

1. To delete the displayed posted incident Click on the X (Delete) button The posted version of the incident will be deleted and removed from the Posted Incident listings The unposted version will be flagged as deleted but can be restored from the Deleted Incidents page 2. Click on the Selection Page button to return to the Posted Incidents Listing page

Restoring Deleted Incidents
As deleted incidents are only flagged as deleted, they can be restored as required To access the list of deleted incidents Under the Selection Settings section of any of your Incident Listing pages Select Display = Deleted Incidents Reports Press Change View

Restoring Deleted Incidents
To restore deleted incidents Check mark the Record Selector/s next to the Incident ID/s that you wish to restore Press Restore The incident/s will return to the Inbox view and will need to be re-posted

RiskMan Incident Management for Administrators

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RiskMan Incident Management for Administrators

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