Client incident management system (CIMS) Alcohol and Drug Services CEO forum. 18 August 2017

Transcription

1 Client incident management system (CIMS) Alcohol and Drug Services CEO forum 18 August 2017

2 CIMS project phasing Phase one Develop a new client incident management system that focuses on the most serious incidents and strengthens processes, systems and workforce capability to prevent, and effectively manage client incidents complete Phase two Implement and embed the new client incident management system in practice currently underway 2

3 What is the new client incident management system (CIMS)? The effective end-to-end management of a client incident comprises five stages: CIMS has a clear focus on learning from client incidents to inform better outcomes for clients and to improve service delivery. 3

4 CIMS in-scope human service programs Disability services Child protection Out-of-home care services Family violence services Family support services Secure welfare services Public housing and homelessness services 4

5 CIMS in-scope health programs Alcohol and drug treatment services Mental health community support services Community palliative care services Home and community care services: from 1 July 2016, those people aged under 65 and Aboriginal people aged under 50 Aged care and carer s support services 5

6 Services out-of-scope of CIMS Hospitals Youth justice custodial services and community based youth justice Community Health Services including public dental services, delivered through community health services Community managed housing Public sector residential aged care services Home care packages Health screening services Supported residential services Specialist clinical mental health services Commonwealth Aged Care Packages Services solely funded through other sources e.g. Commonwealth 6

7 Identification and Response Stage What has changed? The new client incident management system is focused on incidents that have a direct impact on clients. Clear client-centred minimum standards Immediate response and planning for ongoing support Specific guidance for responding to allegations of physical and sexual abuse will be included in the one document. 7

8 Client Incident Reporting Stage What has changed? Revised incident categorisation and list of incident types. Two categories of client incidents - Major impact and Non-major impact. All Major impact incidents will be reported to the department s divisional office on an individual basis within 24 hours of incident being witnessed or disclosed. All Non-major impact incidents will be reported to the department s divisional office in aggregate (batch) on a monthly basis. Service providers will be required to maintain a register of the details of all incidents irrespective of their categorisation. Service provider CEO or Operational Deputy Secretaries (internal services) will be required to review their monthly reports and identify patterns of persistent non-major incidents. 8

9 Client Incident Investigation Stage What has changed? Every Major impact incident where there is an allegation of abuse, neglect or unexplained injury must be screened by the service provider for investigation and the department s divisional office notified within 72 hours. The investigation of client incidents will be the primary responsibility of the service provider. Policy outlines minimum standards for an investigation and clear thresholds for when an investigation will be required. In exceptional cases, the department may become involved in the investigation as joint investigation manager. The service provider will be required to submit the investigation report to the department s divisional office for quality assurance within 28 days. Employment and carer schemes and screening processes such as the Suitability Panel and Disability Worker Exclusion Scheme will continue. 9

10 Client Incident Review Stage What has changed? Every Major impact incident that does not meet the threshold for investigation, must be subject to either a Case Review or a more detailed Root Cause Analysis. Client incident reviews will be the primary responsibility of the service provider. The review purpose will be to determine whether the management of an incident was handled appropriately, and to identify any learnings to apply in practice. Policy includes minimum standards for review, and clear thresholds for when each type of review will be required. In exceptional cases, the department may become involved in the review as joint review manager. The service provider will be required to submit the Root Cause Analysis report to the department s divisional office for quality assurance within 60 days. External oversight bodies will continue to conduct reviews pursuant to legislative processes. 10

11 Analysis and learning What has changed? CIMS has a clear focus on learning from client incidents to inform better outcomes for clients and to improve service delivery. This will include: Understanding why this is happening: What is driving these events? Why are certain types of incidents, services, clients, locations seeing increases, decreases in incidents? Understanding what is happening in relation to incidents: identifying trends in the volume and type of client incidents and key risk areas Informing what we can do to produce better outcomes for client safety and wellbeing: based on this understanding, how can we make changes to policy, practice, case management in order to prevent and mitigate the risks of incidents and improve the quality of services and the service system for the benefit of clients? 11

12 Development of an IT solution to support CIMS To support capacity for greater consistency and improved analytics regarding client incidents, an information technology (IT) solution has been developed. The IT solution for CIMS will include: Web-based incident report form Client incident register Application Program Interface (API) Reporting and analytics module 12

13 CIMS IT solution Client incident register All service providers are required to have their own client incident register (CIR) to be able to store and transmit client incident reports, investigations and reviews. Service providers can use the CIR portal if required. Application Program Interface (API) The API will allow external service provider systems to electronically submit client incident information from existing IT platforms to the department. Reporting and analytics module The system used by the department to monitor, report and analyse incident information submitted by service providers. 13

14 What will be in place to support CIMS implementation? Learning and development On-line modules will support individual staff learning to embed CIMS in practice. Class room based training on investigations and review will also be made available. Helpline support service For the initial 12 months of CIMS implementation, a seven day per week CIMS helpline will be established to provide advice and support. 14

15 What will be in place to support CIMS Implementation? (continued) CIMS Toolkit Fact sheets, flip charts and report templates will be developed to support the CIMS policy. Updates to existing policy and procedures A review and update of all existing relevant policies is underway. A number of existing policies, such as the Quality of Care guidelines and Quality of Support Review guidelines, will be superseded by the new CIMS. 15

16 Where can I get more information? Funded Agency Channel Webpage programs-and-projects;projects-and-initiatives;crossdepartmental-projects-and-initiatives;client-incidentmanagement-system CIMS@dhhs.vic.gov.au 16