Unexpected death 

(during service delivery where that death was unexpected)

Escape from secure facility^

Only applies to service users (client or injured worker) in:

• Secure care
• Custodial care
• Disability services where the relevant service user (client or injured worker) is subject to compulsory treatment or judicial orders.

Scope includes where a service user fails to return from temporary leave

Medication error 

The incident results in the service user (client or injured worker) requiring medical treatment at a hospital.

Key definitions:

• Medical treatment means medical interventions undertaken to treat the physical impact of the medication error.

Examples of medication errors may include (and are not limited to) when a service user (client or injured worker):

• is not administered their required medication
• is given the wrong medication
• is given a double dose of medication
• accesses and takes secured medications (or medications are not adequately secured).
• Examples of medication errors would not typically include incidents of substance abuse where the substance is obtained outside of the facility/care situation.

Physical abuse 

An incident results in the service user (client or injured worker) requiring medical treatment at a hospital.

Additional guidance:

• Medical treatment means medical interventions undertaken to treat an injury

• This does not include interventions to identify the existence of an injury.

Sexual abuse 

An incident required police involvement and the service user (client or injured worker) required medical treatment at a hospital.

Additional guidance:

• Medical treatment means medical interventions undertaken to treat an injury arising from the sexual abuse and/or a forensic medical examination.
• Medical treatment at a hospital includes a forensic examination at an alternative facility.
• Police involvement means that the nature of the allegations and presentation of the alleged victim has warranted a notification to the police. This does not include any subsequent determination by the police on their pursuit of the matter.

Fire, flood or other emergency event 

Fire, flood or other emergency event that:

• results in a service user requiring medical treatment at a hospital; and/or
• the relocation of service users.

Severe harm or injury

• Severe physical, emotional or psychological injury or suffering
• which is likely to cause ongoing trauma

Pattern of incidents causing harm

• A pattern of incidents related to one service user which:
• when taken together has a cumulative effect that causes serious harm or creates a risk of serious harm even if each individual incident is not a notifiable incident)

Emotional / psychological abuse

• Actions or behaviours that reject, isolate, intimidate, or frighten by threats, or
• witnessing of family violence
• to the extent that the service user’s behaviour is disturbed or their emotional/psychological wellbeing is (or is at risk of being) seriously impaired. This includes:
• rejecting, isolating, terrorising and ignoring behaviours
• denying cultural or religious needs and preferences
• emotional abuse perpetrated by other clients
• staff on service user assault (see the frequently asked questions for more information)
• Service providers should consider any potential power imbalance between the service user and the person engaging in the behaviour

Financial abuse

The misuse of a service user’s (client or injured worker) assets, property, possessions and finances without their consent, including:

• denying a service user (client or injured worker) the use of their own assets, property, possessions and finances
• theft, fraud, exploitation and pressure in relation to assets, property, possessions and finances
• obtaining assets through deception.
• This also includes financial abuse perpetrated by other service users

Self-harm / attempted suicide

Actions that intentionally cause harm or injury to self, or

• actions to attempt suicide (the intention to end one’s own life).

Sexual exploitation

Sexual exploitation is defined as the abuse of a person under 18 or a person with a cognitive disability, which may include:

• the exchange of sex or sexual acts for money, goods, substance or favours
• involving a child in creating pornography
• contact with a known sex offender.

Poor quality of care / neglect

Inappropriate or inadequate care by caregivers or staff to the extent that the health, wellbeing and development of the service user (client or injured worker) is significantly impaired or at risk.