Incident and Risk Management for Providers
Safety comes first. Find out how to report and manage incidents and risks to protect customers and your team.
At Suncare, we believe that safety is everyone’s responsibility. Whether it’s a near-miss, a hazard, or an actual injury, every incident matters and must be reported promptly. Your vigilance helps us respond quickly, protect our customers and providers, and continuously improve our services.
Customer-Related Incidents:
If an incident involves a customer—such as a fall, injury, or any situation that puts their wellbeing at risk—report it to the Care Partner immediately. Include as much detail as possible: what happened, when, where, and who was involved. Note any follow-up actions taken, such as first aid or contacting family. Some incidents may require a Serious Incident Response Scheme (SIRS) notification under aged care regulations. Suncare will guide you through this process if needed.
Workplace Health & Safety (WHS) Incidents:
If the incident affects you or your team—such as a workplace injury, unsafe environment, or equipment failure—follow your organisation’s internal WHS procedure first. Then, report the incident to Suncare’s Supplier Management Team within 24 hours. In an emergency, always call 000.
Emergency and High-Risk Weather Events:
During emergencies like floods, bushfires, storms, or heatwaves, call 000 or your local emergency services immediately. Suncare will provide written communication and directions to support the safety and wellbeing of our customers. Follow any instructions provided, ensure your staff are aware of emergency procedures, and report urgent issues to Suncare straight away.
Serious Incident Response Scheme (SIRS):
SIRS is designed to reduce the risk of abuse and neglect for people receiving aged care. It provides a structured framework for managing and reporting serious incidents, such as unreasonable use of force, unlawful sexual contact, psychological abuse, unexpected death, neglect, and more. If you’re unsure whether something counts as a reportable incident, report it anyway—better safe than sorry.
Tips for Effective Reporting:
- Be factual and objective—stick to what you saw, heard, or did.
- Include names, dates, and times where possible.
- If in doubt, report the incident and let Suncare determine the next steps.
By following these procedures, you help keep everyone safe and support a culture of transparency and continuous improvement.