Let us face it. Nobody likes paperwork. But when it comes to aged care, some paperwork is more than just a tick in a box. One of those is your incident policy. You need it. You need it to be clear. And you need it to work every time something goes wrong.

Whether someone has a fall, there is a mix-up with medication, or something just does not sit right, knowing what to do next can make all the difference. That is where a well-written policy steps in. It is not about pages and pages of legal fluff. It is about keeping people safe and doing what is right.

Let us walk through how you can create an incident policy that is clear, meets aged care compliance, and helps your staff know what to do when the unexpected happens.

What Is an Incident Policy?

An incident policy is a written guide that explains how to respond when something goes wrong. This could be anything from a slip in the hallway to a medication error or a behavioural concern.

In aged care, these things do not just affect the person involved. They often ripple out to families, other residents, and staff. That is why your policy needs to do more than sit in a drawer. It must be active, known, and used.

Why a Good Policy Matters

Picture this. It is a busy afternoon in your facility. A resident falls. One nurse is unsure whether to call the family right away. Another thinks it should wait until the evening. Meanwhile, the fall is not documented properly. The family arrives later and is surprised. Now you have confusion, frustration, and possibly a breach of standards.

This is what happens when people guess instead of follow a plan.

A clear incident policy:

• Guides your staff through the steps.
  
• Makes sure nothing important is missed.
  
• Protects the residents in your care.
  
• Helps you meet aged care compliance rules.
  
• Shows families that you take safety seriously.
  

Step 1: Know What Counts as an Incident

Before writing a policy, get clear on what should be reported. Not every stubbed toe or sneeze needs a full report. But some things must be documented without delay.

Here are common examples in aged care:

• Falls, with or without injury.
  
• Medication errors (missed, wrong dose, or wrong person).
  
• Aggressive behaviour from residents or visitors.
  
• Missing residents.
  
• Breaches of dignity or privacy.
  
• Food-related issues like choking or allergic reactions.
  

Make a simple list that helps staff understand when to take action. If they are ever unsure, it is better to report than ignore.

Step 2: Set Clear Goals for Your Policy

Your policy is not just about ticking off a legal checklist. It is about keeping people safe and learning from what happens. Every part of it should aim to:

• Respond quickly.
  
• Record facts properly.
  
• Support everyone involved.
  
• Prevent the same thing from happening again.
  

It is also about being fair. Your staff need to know that reporting an incident will not lead to blame, but to improvement.

Step 3: Write in Plain Language

There is no prize for big words. In fact, big words get in the way.

Write your incident policy like you are talking to someone on their first day. Use short sentences. Keep it friendly but clear.

Bad example:
“In the event of a hazardous occurrence, an investigation shall commence posthaste in accordance with procedural framework 3.7.”

Better example:
“If something goes wrong, report it straight away. Your supervisor will then start looking into what happened.”

Use headings, dot points, and bold text to make it easy to follow. The goal is to help, not confuse.

Step 4: Lay Out the Steps

Every good incident policy follows a clear path. Think of it like a recipe. If you skip a step, the end result might not be what you hoped for.

Here is a simple structure you can use:

1. Respond to the Situation

• Check if the person involved is safe.
  
• Get medical help if needed
  
• Calm the area and remove others if necessary.
  

2. Notify the Right People

• Tell a senior staff member right away.
  
• If it is serious, inform the family.
  
• If required, notify the relevant authority.
  

3. Write the Incident Report

• Use your organisation’s incident report form.
  
• Write only what you saw or were told.
  
• Avoid opinions. Stick to facts.
  

4. Review the Incident

• Meet with staff to understand what happened.
  
• Look for patterns (Has this happened before?).
  

5. Take Follow-Up Action

• Update care plans.
  
• Provide training if needed.
  
• Check in with the resident and family.
  

This helps build trust. It also shows that incidents lead to action, not just paperwork.

Step 5: Train Your Team

You can have the best policy in the country, but if no one knows about it, it is about as helpful as a chocolate teapot.

Run regular training. Do quick refreshers during handover. Talk about real situations (without naming names). Make the policy part of your everyday culture.

Encourage questions. Let staff know it is okay to ask, “What do I do here?”

Step 6: Keep It Updated

Rules change. So does your team. Review your incident policy at least once a year or after a major incident.

Ask staff what works and what does not. Check if the policy still meets aged care compliance requirements. Keep it fresh.

If you are still working from a policy last touched during the flip phone era, it is time for a rewrite.

Step 7: Make Reporting Safe

You want your staff to report what happens. That means creating a culture where people feel safe to speak up.

If people are scared they will get in trouble, they might keep things to themselves. That helps no one.

Let them know that reporting helps prevent harm. It shows care. It helps others learn. And yes, it makes your service better.

Step 8: Use Incidents to Improve

Mistakes happen. What matters is what you do next.

Each report is a chance to learn. Look for patterns. Maybe certain residents fall more in the morning. Maybe a particular shift sees more medication mix-ups.

Use this information to make smart changes. This is where your policy writing joins hands with practical action.

Step 9: Keep Families in the Loop

Families trust you with their loved ones. That trust grows when you are open and honest.

If there is an incident, let them know what happened and what you are doing about it. Be calm, kind, and clear.

This does not mean saying more than you should. But it does mean keeping people informed in a caring way.

Step 10: Stay on the Right Side of the Rules

Your policy should meet the expectations of the Aged Care Quality Standards. That includes:

• Keeping people safe.
  
• Involving residents and families in decisions.
  
• Being honest when things go wrong.
  

Check the rules in your region. If you are in Melbourne, Australia, as Governa AI is, you should also follow the local health and safety regulations that apply to residential aged care and home care providers.

Being compliant is not about looking good. It is about doing the right thing.

Helpful Extras to Add to Your Policy

To make your policy even more useful, think about including:

• A sample incident report form.
  
• A checklist of what to do during and after an incident.
  
• A short glossary for any terms that might confuse.
  
• Contact numbers for emergencies.
  

These little touches help take your policy from just okay to genuinely helpful.

Final Thoughts: Keep It Simple, Keep It Human

At the heart of your incident policy is something very human. It is about care. Real care. The kind that does not run from mistakes but meets them with action.

You do not need fancy words or clever diagrams. You just need a clear plan, a kind voice, and a team that knows what to do.

So go ahead. Take that policy off the shelf. Give it a proper read. Give it a refresh. And if it feels like a mess of jargon, grab a cuppa, sit down with your team, and rewrite it together.

After all, when people know what to do, they can focus on what matters most—looking after those in their care.