Florence incident team member assisting Florence care professional

Incident management at Florence

Here's how we support you if an incident happens involving a Florence professional.

See a timeline of our process, meet our incidents team and find answers to frequently asked questions below.

What incidents should you report to Florence?

1. Incidents and adverse events. These cause harm to residents, service users, their family members, and staff.

2. Errors or mistakes. Misjudgements or wrong decisions – for example, giving the wrong dose of a medicine.

3. Near misses. When mistakes happen but don’t cause harm to residents, service users, family members or staff, they’re defined as “near misses”.

When incidents happen, it’s really important to deal with them properly.

Fiona Millington
Fiona Millington
Florence chief nurse

What happens when you report an incident?

If an incident involving a Florence professional happens at your hospital or care home, we’ll work with you to resolve it, from initial report to resolution.

Your initial report

You can report an incident to us 24 hours a day via incidents@florence.co.uk.

We'll log details about the adverse event on our Incident Management System (IMS).

We'll reach out

Next, you’ll hear from a member of our governance team, who will work alongside you as the investigation progresses.

We'll support you

If you need to refer the event to an external agency (Safeguarding, Adult Support and Protection, NMC or police, for example), we’ll support you throughout.

We'll take action

Depending on the outcome of the investigation, we might issue a warning letter, provide additional training or take another action.

A resolution

We aim to resolve incidents within four weeks, although events involving external agencies may take longer to conclude.

Helpful documents

Using the right documents to gather statements and reflective accounts can make investigations simpler and more efficient. Here are four templates you can use if an incident happens at your hospital or care home.

Reflective account template (care assistants)

Reflective account template (nurses)

Florence statement

Incident statement template

Meet our incident management team

Our incident management team will support you through the process.

Fiona Millington
Fiona Millington
Florence chief nurse

Fiona Millington has been the chief nurse at Florence since 2019, and she oversees the professional development and governance of the workforce.  

A key part of her role is monitoring professional standards within the organisation and reviewing adverse events that happen within the clinical environment. Fiona works closely with the external regulators like the NMC and has a special interest in mentoring and professional development.

Mohammed Alom
Mohammed Alom
DDPO and Governance Lead

Mohammed has been the deputy data protection officer and governance lead at Florence since 2018.

He oversees the incident management system, deals with adverse events correctly and effectively, and supports care professionals and healthcare organisations through investigations. He also works with external bodies like the NMC, police and safeguarding.

Lauren Clark
Lauren Clark
governance support manager

Lauren has been the governance support manager at Florence since December 2022.

She works closely with healthcare organisations and care professionals to ensure incidents are handled quickly and efficiently. She also reviews Florence policies and helps prepares for regulatory audits, like those conducted by the Care Inspectorate.

Louise Morris
Louise Morris
Senior Clinical Governance Manager

Louise is an adult nurse with over 20 years experience. She manages clinical incidents and often meets care professionals virtually to offer support or clarify if incidents are complicated.

Part of her role is to review lessons learned from clinical incidents. This includes making changes to Florence policies and training content. Louise loves to meet Florence nurses, care assistants and support workers, and hear their ideas to improve practice.

Jen Fyvie
Jen Fyvie
branch nurse and registered manager, Scotland

Jen is the branch nurse and registered manager for Florence in Scotland. She's been a registered nurse for 14 years and has been working as a clinical lead for the last 5 years.

She supports Scottish nurses with clinical issues and maintaining their professional registration through supervisions, appraisals, revalidation support and management of clinical incidents.

Jen Fyvie
Jaqueline Tracey
branch nurse, Scotland

Jacqueline is a branch nurse for Scotland. She has been a registered nurse for 16 years, working mainly in critical care but laterally in medical education and practice development.

She supports Scottish nurses with clinical issues and incidents and helps to maintain their professional registration through supervisions, appraisals and NMC revalidation support.

Gary Stevenson
Gary Stevenson
branch nurse, northern ireland

Gary is the branch nurse for Florence in Northern Ireland.  He’s been a registered nurse for 10 years and has worked with Brain Injury, Care of the Elderly, Intensive Care, Infection Prevention and Control.  

He supports Northern Irish Nurses with clinical issues and to maintain their professional registration through supervisions, appraisals, re-validation, support and management of clinical incidents.

Incident management FAQs for care organisations

How do I report an incident?

The best way to report an incident to Florence is by email, so that both parties have a record of what was reported and when. Send a brief outline of what happened to incidents@florence.co.uk. If you need advice about whether the issue is reportable, please speak to your account manager.

How can I get a witness statement from a Florence care professional?

Please don't approach Florence care professionals directly for statements. Instead, let us work with you to investigate so that we're both fully aware of the context.

We'll contact the care professional involved, share concerns and request a statement on your behalf. If you have any specific questions that you'd like us to ask, please pass them on. We're also happy to arrange follow-up questions after a statement has been shared with you. 

If you want to speak to someone about an ongoing investigation, please contact incidents@florence.co.uk.

How long does it take to investigate an incident?

We aim to investigate within four weeks of incidents being reported. Sometimes investigations can take longer, especially if third parties like police or safeguarding teams are involved. 

If the incident involves a nurse, who's responsible for reporting to the NMC?

Unless there's a serious risk, our approach to NMC referrals is to wait until the investigation is complete, to make sure there are no alternatives to reporting.

If possible, we prefer to help nurses mitigate risk to their practice by giving them opportunities to reflect and learn. We ask that clients tell us if they think an urgent referral is needed, and share their reasons with us before reporting.

Why have we been asked to supply a MAR chart?

When care professionals are involved in a medication error or omission, it's important for them to review relevant documents so they can write a comprehensive statement. These might include topical MAR charts and entries from controlled drug registers.

If we ask you to supply this, please redact any identifiable details like service user names. It also helps if you can highlight the error on the MAR, especially if there are multiple entries.

If I don't want to work with a Florence care professional again. Can I block them from my home?

Yes, you can do this by visiting the care professional's profile via your account and selecting the ‘block’ option, then providing a reason for the block.

We'll respect your decision to block the care professional without question, but it helps improve quality of care if you also send an email to incidents@florence.co.uk to tell us why you don't want to work with the care professional anymore. Given the right training and support, low-level concerns that are not incidents can be “nipped in the bud” early. 

Learn more about Florence

Book a demo to learn more about Florence’s approach to incident management and find out how we can help you find, retain and train an experienced team. We’re on your side.
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