VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK...
Transcript of VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK...
VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK REPORTING
Page 1 Valid for Version 2012 (June) – 8 May 2012
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. First time VHIMS users need to Self
Register or have a user profile setup by their VHIMS
Administrator or Manager
How do I access VHIMS?
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 first time – Self Registration
If available on the front page of
RiskMan, click on “Create New
Login” button.
Agency Staff should consult
the person in charge for
incident entry assistance.
Enter your details as presented on the screen. Your logon
and password need to be the same as your Network Logon
and Password ie. The one used to logon to your PC/Laptop
If required and available, select the Site/Region and
Location/Campus where you normally work. If you work
across multiple sites/regions and locations/campuses, hold
the CTRL key to select as required. If you work across all
sites/regions and locations/campuses, it will not be
necessary to highlight any of these in the list.
To complete the process
1. Press Create the Account
2. Logon to RiskMan using your newly entered username
and password
All staff need to allocate their Manager or Managers after a
new user profile is created. This is to ensure your manager
is notified of any incident or feedback notifications that you
enter so that they can review and investigate as required.
Ensure you are aware of the Manager or Managers you
report to
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?
Your username and password for VHIMS is the same as
your network logon and password. If you have forgotten
either of these you will need to inform your manager
and/or contact your IT Department who will be able to
assist you
When do I enter incidents or feedback?
As soon as possible after the incident has been attended to
or you have received the feedback.
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Can I retrieve a partially entered Incident or
Feedback notification that I have not saved?
An auto-save function (if turned on in your organisation)
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 ->
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. Your 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, Feedback and any
other Register items you have permission to, if you know
the ID of the item. By pressing this icon or the shortcut key
ALT-G a pop-up search window will display
Select an item from the list eg. Incident, Feedback (the list
will be dependent on your permissions) and enter the
respective ID. Press the Go icon or press Enter on your
keyboard. If you have permission to the item it will open for
you to view or modify as required
How do I update my personal details?
Your details eg. name (in some cases), position, contact
phone number 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),
password or email address as these are setup via your IT Dept
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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 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 copy of the
initial incident will display with some areas of the incident
form requiring information eg. “Who Was Affected”
section, Severity. 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. If creating a group Feedback
after the initial feedback has been entered, after saving the
feedback, press the “Click here to create a related ‘Group
Feedback’” button. A copy of the initial Feedback
notification will be opened. 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 My ->
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 My” option from your
“My Workspace” menu. On the respective Incident or
Feedback Listing page, click on the 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 My”. 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. To send an email to
your internal VHIMS Help Desk, select the appropriate
option under the Help menu in VHIMS
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Entering an Incident
Access to the Incident Entry page is via the menu - My
Workspace -> New -> Incident or by clicking the New
Incident icon on your Home page
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
Be objective. Rather than using real names use generic
titles eg: Nurse found
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
Press Submit to
save the Incident
Your nominated manager. Can be
changed by clicking on the “Change
the people you report to” button
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
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
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
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
Witnesses/Others Involved: Name any witnesses or
others involved in the incident
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
Incident Assessment: Severity of the incident
derived from a set of 3 questions. Description of
known contributing factors. If not known enter “Not
Known”
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
Source of Notification – Where did the incident
originate eg. from a complaint, by default this will
be “Incident Report”
Incident Follow-up: Contains Staff related data if a
staff incident and will inform you if any
recommendations have been made.
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
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
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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
1. Optional: Enter
Search criteria and
press Go
2. Scroll through list
and click on the role
that matches the
reporter’s role
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
3. If required click on the
highlighted item to expand
the list until you see a list
of selectable classifications
4. Select an appropriate
classification
5. A star will indicate that this is the
Primary Incident Type
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
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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
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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
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Entering Feedback Notifications
Select My Workspace -> New -> Feedback or click on
the New Feedback icon on your Home Page
Move between data fields using the mouse, TAB or
SHIFT TAB keys
DO NOT enter data with CAPS LOCK on.
Complete all fields/buttons that are displayed YELLOW
The feedback notification cannot be saved unless these
fields are entered
Field contents can be deleted by highlighting the
contents and pressing the DELETE key.
Press Save Feedback when you have completed
entering your Feedback notification
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
Type of Notification: How was the notification lodged
eg. in person, by phone, email
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
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?”
Save Feedback: Press this button, once you
have completed the Feedback Notification
What Happened: Provide a summary and more
detailed description of the feedback (be objective)
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
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
Dates and Times: When did you receive the feedback
and when was the case opened?
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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
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)
2. If there is more than one compliment
select the appropriate classifications
that identify each compliment
3. Press Save and Exit to save
your selected classifications