How you’re supported through an incident
If you’re involved in an incident at a hospital or care home, we’ll be there for you every step of the way. Here’s what you can expect to happen:
1. Initial report
People can report incidents 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).
2. We’ll reach out
Next, you’ll hear from a member of our governance team, who will work alongside you as the investigation progresses.
3. We’ll support you
If the event gets referred to an external agency (Safeguarding, Adult Support and Protection, NMC or police, for example), we’ll support you throughout.
4. We’ll take action
Depending on the outcome of the investigation, we might issue a warning letter, provide additional training or take another action.
5. A resolution
We aim to resolve incidents within four weeks, although events involving external agencies may take longer to conclude.
