Incident reporting describes the processes associated with capturing and documenting information about disruptive incidents in the workplace.
For most organisations to function effectively, they depend on stability and predictability in day-to-day operations. Unfortunately, a smooth and surprise-free environment cannot last forever; incidents are inevitable, and without the right insights and response plans, they can easily grind productivity to a halt. From minor injuries and accidents to unforeseen disasters and security breaches, these occurrences have the capacity to disrupt the internal workings of any organisation.
When emergent incidents unfold, it becomes crucial to gather and record as much information about the event as possible, so as to better prepare the organisation to deal with similar events in the future. This is where incident reporting comes into play.
Incident reporting involves the systematic capture, documentation and management of those incidents that may affect the operations, safety or security of a business. Beyond simply acknowledging and addressing the immediate consequences of an incident, this approach aims to gather comprehensive data, including information about the circumstances leading up to the event, the individuals involved, the impact on the organisation and any follow-up actions that were taken. By diligently reporting and recording incidents, businesses can learn from past experiences, identify patterns and implement preventive measures to minimise future risks.
Maintaining a productive work environment depends on the business’ ability to prepare for and mitigate disruptive incidents. Incident reporting plays a crucial role in making this possible, creating a safe and secure working environment while also helping to foster a culture of continuous improvement within the organisation. This is because incident reporting empowers businesses by:
Incident reporting provides employees with a structured process to report incidents as they occur. It offers a clear channel for individuals to communicate any safety concerns, accidents, near misses or security breaches they have witnessed or experienced, or that they have reason to anticipate. By encouraging prompt reporting, businesses can quickly address emerging issues and mitigate potential risks before they escalate into more significant problems.
Managing the impact of incidents is not enough; companies need to understand the origin of the incident so that it may be addressed. Effective incident reporting helps organisations uncover the underlying factors contributing to disruptive events. By capturing relevant details—such as the circumstances, individuals involved and potential contributing factors—businesses gain valuable insights into root causes. This information enables them to establish necessary checks, procedures and risk controls to better address and prevent similar incidents from occurring.
Communicating and reviewing incidents through the reporting process raises awareness among employees about potential dangers and threats. When incidents are shared and discussed within the organisation, it fosters a culture of vigilance and responsibility, encouraging individuals to be more proactive in reporting potential threats or other issues they might encounter. This heightened awareness contributes to a safer and more secure workplace for everyone.
Incident reporting supports regulatory compliance by providing documentation to ensure that the organisation is operating within established legal requirements and industry standards. It also facilitates the development of improved policies and regulations designed to address specific risks and mitigate potential hazards.
Incident reporting provides a clear picture of current conditions within an organisation. By documenting and analysing incidents, businesses can identify trends, patterns and areas of concern. This data-driven approach to incident reporting enables companies to make informed decisions, improve transparency, and conduct more thorough risk assessments. Any processes that need to be changed, improved or eliminated are exposed, enhancing the organisation’s overall safety and security.
Incident reporting serves as a vital mechanism for identifying and documenting various types of incidents within a business. Among the different incident categories, one of the most critical roles of incident reporting is to highlight potential threats to employee safety in the workplace. Accidents and injuries can cause considerable damage to employee productivity and engagement, harm company reputation, and lead to extensive legal and compensation costs. As such, eliminating threats to employee safety should be a priority for any business.
Several key threats that incident reporting should be capable of addressing include:
Personal Protective Equipment (PPE) is an essential safeguard that protects employees from hazardous materials, dangerous machinery and other on-the-job risks. Incident reporting should identify incidents where employees are not provided with or fail to use the necessary PPE (such as safety goggles, gloves or helmets). The absence of proper PPE can lead to injuries or illnesses, making it crucial to address such incidents and enforce compliance to ensure employee safety.
Non-compliance with safety protocols, regulations or standard operating procedures can significantly compromise workplace safety. Incident reporting should identify instances where employees or teams deviate from approved guidelines, which can lead to potential hazards. By capturing non-compliance incidents, businesses can then take corrective actions, reinforce training, and strengthen enforcement to maintain a safe working environment.
Malfunctioning or damaged equipment is more likely to lead to accidents, injuries or operational disruptions. Instances of malfunction, poor maintenance or misuse must be included in any incident reporting process. With this information businesses can prioritise repairs or replacements to help prevent potentially dangerous malfunctions.
In the aftermath of the global COVID-19 pandemic, awareness of the dangers of infectious illnesses has never been higher. The transmission of diseases poses a severe threat to employees and their organisations; any incidents related to outbreaks or exposure within the workplace constitutes an incident that must be addressed. This information can be applied to implementing appropriate preventive measures—such as social distancing or remote work arrangements—to safeguard employee health while also ensuring the continuity of business operations.
Health and safety threats in the workplace should always be major considerations, but they are only one part of the equation; incident reporting must be capable of accounting for a wide range of disruptive occurrences. The various events that organisations are encouraged to capture and document can be classified into the following categories:
Near misses refer to incidents where a potentially harmful event almost occurs but does not result in injury or damage. These close calls serve as valuable learning opportunities, providing insights into potential hazards and vulnerabilities in the workplace. Reporting near misses allows businesses to investigate the underlying causes, implement preventive measures, and avoid future accidents or injuries.
Exposure incidents involve situations where employees are exposed to hazardous substances, materials or conditions that could affect their health. These incidents include chemical spills, toxic fumes, biological agents or other dangerous exposures. Reporting exposure incidents is crucial for ensuring timely medical intervention, identifying the source of exposure and implementing measures to prevent similar incidents.
Incidents resulting in injuries or lost work time must be fully documented. This category encompasses accidents, physical injuries and illnesses that affect employees’ ability to perform their job duties. Reporting such incidents allows for more immediate medical attention, investigation into the root causes and liability, and implementation of corrective measures to prevent future injuries and maintain productivity.
Sentinel events are severe incidents that result in significant harm (or the potential for serious harm) to individuals or organisations. These events are typically difficult to anticipate and may include major security breaches, catastrophic equipment failures and life-threatening injuries etc. Reporting sentinel events gives organisations more data to assist in thorough investigation, identify systemic issues and implement necessary improvements to mitigate future risks.
Proper incident reporting means following an established documentation process to ensure all relevant data is recorded clearly and accurately. When creating an incident report, include the following key elements:
- Location
Clearly specify the location where the incident occurred. This provides context and helps identify any site-specific factors that may have contributed to the incident. - Date and time
Include the date and time of the incident. This information is crucial for tracking incident trends, analysing patterns and identifying potential time-related factors. - List of people involved
Record the names and roles of individuals directly involved in the incident, including employees, contractors, customers and any other relevant parties. This helps in subsequent investigations and communication with those affected. - Incident description
Provide a detailed and objective description of the incident, highlighting the sequence of events leading up to and following the occurrence. Include information such as the nature of the incident, equipment or processes involved, and any other relevant observations. - Damage/injuries
Document any damage caused to property, equipment or the environment, and any injuries sustained by the individuals involved. Specify the extent of the damage or injuries to accurately assess the potential impact and associated costs. - Contributing factors
Identify and document the underlying factors that contributed to the incident. This may include equipment failure, human error, environmental conditions or other elements. Understanding the root causes will help when it comes time to implement preventive measures. - Photos, videos and other evidence
Whenever possible, include visual evidence such as photographs, videos or diagrams that further clarify the incident report. Visual documentation can provide additional context and assist in investigations or future training initiatives. - Immediate action taken
Describe the immediate actions taken to address the incident, including any emergency response measures, first aid administered or initial containment procedures. Prompt action is crucial for mitigating further damage or injuries, and correct documentation of these actions creates a clearer picture of the situation. - Recommendations
Offer recommendations on how to prevent or respond to similar incidents in the future. These suggestions may include changes to policies, procedures or training programmes, or the introduction of new safety measures. These recommendations should be practical and actionable. - Signatures
Obtain signatures from all parties involved in the incident, including those who witnessed or were directly affected by it. Signatures indicate acknowledgement and agreement with the information presented in the report. If any involved party disagrees with the information in the report, that should also be noted.
Incident reporting is a critical process, requiring adherence to certain best practices to ensure its effectiveness and reliability. To maximise the value of incident reports, organisations must take steps to ensure that the information included in the report is:
- Accurate
Accurate reporting is crucial for capturing the true nature of the incident. It is important to provide precise information without speculation or assumptions. Accuracy ensures that the incident report reflects the actual events and helps in analysis and decision-making. - Clear
Visual clarity and easy comprehension make complex incidents more accessible. Utilise clear and concise language, headings, bullet points and paragraphs to organise the information effectively. Visual aids such as diagrams or flowcharts can also help improve accessibility. - Complete
A comprehensive incident report should present all the most relevant information. This includes the incident details, individuals involved, contributing factors, actions taken and recommendations. A complete report promotes a thorough understanding of the incident and facilitates effective next steps. - Factual
Incident reports should be based on facts rather than personal opinions or subjective interpretations. It is important to present information objectively, relying on tangible evidence, eyewitness accounts and documented observations to ensure the integrity and reliability of the report. - Valid
Validity in incident reporting refers to the authenticity and reliability of the information presented. Ensure that the data included in the report is verified, credible and obtained from reliable sources. Validity instils confidence in the report’s findings and recommendations, leading to informed decision-making.
While incident reporting plays an essential role in maintaining and promoting a safe, secure work environment, it is not always as simple as making a few notes and snapping some pictures. Certain challenges can hinder the effectiveness of incident reporting, and it is essential to be aware of these challenges and how to circumvent them. Here are some common hurdles to be aware of:
- Incidents that go unreported, either for fear of blame or because the employee believes the issue is too minor.
- Inconsistency in reporting standards between departments, teams or individuals.
- Lack of awareness about what kinds of incidents should be reported or what incident reporting processes entail.
- Poor or incomplete training on essential incident reporting processes or standards.
- Lack of an easy-to-use reporting system.
- Overly time-consuming reporting processes.
- Lack of appropriate follow-up after an incident is reported.
In many of these circumstances, the difficulty comes from insufficient incident reporting tools and support. Having the right systems in place, backed by proper training and clearly established expectations, can help ensure that incident reporting solutions are in place and working properly when emergent situations occur.
Incidents happen, and when they do, they can create widespread complications for your business. ServiceNow, the leader in IT management, provides the solution.
ServiceNow Health and Safety (an extension of the Workplace Service Delivery solution and broader Employee Workflows portfolio) gives employees the easy-to-use resources they need to quickly and accurately report safety incidents using advanced self-service tools. This approach streamlines the routing and investigation of incidents by allowing for built-in rules, tasks and checklists, backed by tools for capturing witness statements, analysing root cause analysis and connecting assets with incidents. And, by providing administrators with detailed safety data to compare against established metrics and giving workplace safety teams automated investigation and response tools, ServiceNow is making accurate incident reporting as easy and effective as pushing a button.
Learn more about ServiceNow Health and Safety today. After all, while incidents may be inevitable, they don’t have to be barriers to the productivity and safety of your business.