Recognising incidents, near misses and patient-safety concerns

An incident is an event where care or a process has failed. A near miss is an event that almost caused harm but was caught in time. Both are important because they reveal weaknesses in systems, communication or checks.

In optical practice, patient-safety concerns can occur in clinical, dispensing, administrative, retail, data, infection-control and premises workflows. Support staff should raise concerns promptly rather than wait for serious harm.

Examples in optical support work

• Wrong person or record: notes, images, prescriptions, orders or contact details linked to the wrong patient.
• Wrong spectacles or lenses: incorrect order, collection by the wrong person, wrong prescription, wrong glazing or incorrect handover.
• Delayed messages or referrals: letters, phone messages or tasks left unresolved.
• Equipment or workflow problems: faulty devices, repeated pre-screening errors, calibration concerns or missing checks.
• Confidentiality incidents: wrong email, visible records, overheard sensitive discussion or lost paperwork.
• Health and safety concerns: slips, falls, blocked exits, infection-control failures or unsafe cleaning.
• Culture concerns: pressure not to record errors, dismissive responses, intimidation or repeated shortcuts.

Near misses still count

A near miss may not need the same patient conversation as an incident that caused harm, but it must be reported and reviewed. Near misses let teams learn before harm occurs.

For support staff, the key question is not "Can I prove harm?" but "Could this affect safety, trust, confidentiality, care, dignity or lawful practice?" If the answer is yes, follow the local route for advice or reporting.

Statutory candour thresholds and UK differences

Near misses are learning opportunities. Reporting them early helps support staff prevent future harm.