What frontline care staff should do straight away

When an incident occurs, the actions taken in the first minutes can affect safety, investigation, and later communication. Frontline staff may not run the formal candour process, but they are often the first to find the incident, reassure the resident, collect immediate facts, and ensure the correct escalation.

Immediate frontline steps

• Make the resident safe: get urgent help, provide first aid, seek clinical advice, or call emergency services if needed.
• Tell the right senior person quickly: do not assume someone else has already reported it.
• Preserve the facts: keep records, equipment, packaging, medicines, or other potential evidence secure and untouched if relevant.
• Be honest: do not invent an explanation or tell the resident or family what happened unless you are sure of the facts.
• Record promptly: make factual, timed, neutral notes as soon as you can.
• Keep care professional: continue to support the resident and involve the family as appropriate; do not avoid them because the situation is uncomfortable.

Also avoid altering records, coaching colleagues on what to say, arguing with the family, or waiting until the end of the shift if the matter is urgent now.

For managers and senior staff

If you are thinking of waiting because the situation feels serious, that is usually a signal to escalate now.