vhims quick reference guide to incident & feedback...

VHIMS QUICK REFERENCE GUIDE TO INCIDENT & FEEDBACK REPORTING

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.



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



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



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



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



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


Radiation Safety

Radiation Oncology


Radiation Oncology

1. Click on the Radiation Oncology button and select one

or more classifications as required. Press Save and Exit

Medications


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

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?



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

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