[BCM] [PD] [SOP] Incident Response: Significant Accident / Death / Severe Injury

Standard Operating Procedure (SOP)

Incident Response

Significant Accident / Death / Severe Injury

Introduction

This Standard Operating Procedure (SOP) sets out the structured response framework for managing incidents involving significant accidents, severe injuries, or death within a children’s home or an elderly care home operating in Singapore.

Such incidents pose serious risks to the safety and well-being of residents, staff, and visitors, and may significantly disrupt the organisation’s ability to deliver critical care services.

In alignment with Business Continuity Management (BCM) principles and the Prevailing Business Continuity Plan (BCP) Requirements for MSF-Funded Programmes, this SOP aims to ensure that incidents are managed promptly, safely, and systematically, while maintaining continuity of essential services.

It provides clear guidance on immediate life-safety actions, escalation and reporting to relevant authorities, internal coordination, communication with stakeholders, and recovery of normal operations.

This SOP supports the organisation’s duty of care, regulatory compliance obligations, and commitment to safeguarding vulnerable persons, while strengthening organisational resilience and preparedness for high-impact incidents.

Purpose

To establish clear, structured procedures for immediate response, investigation, communication, reporting, and continuity of care when a significant accident, death or severe injury occurs in the home — ensuring safety, compliance with Ministry of Social and Family Development (MSF) expectations, and continuity of critical services.

Scope

Applicable to all staff, volunteers, contractors, service users (residents and visitors), and anyone on site at MSF-funded children’s homes or elderly care homes in Singapore.

Definitions

• Significant Accident / Severe Injury: Any event resulting in life-threatening harm, long-term disability, hospitalisation, or serious medical intervention.
• Death: Any unexpected or suspected unnatural death of a resident, visitor or staff member on premises or during official duty.
• Critical Services: Essential resident care, safety monitoring, and continuity of daily operations necessary to preserve life, safety, dignity, and well-being.

Governance & Roles

Activation Criteria

This SOP is activated when:

1. A significant accident, severe injury, life-threatening incident or death occurs or is alleged to have occurred.
2. There is significant disruption to resident care continuity.
3. The incident is likely to attract heightened regulatory scrutiny or media attention.

Incident Response Workflow

Immediate Action (0–30 Minutes)

Life Safety & Stabilisation

1. Prioritise the immediate safety of the individual(s).
2. Call emergency medical services (999) if required.
3. Initiate first aid / CPR according to training and certification.
4. Ensure the area is safe and secure (prevent further harm).

Mobilise Response Team

1. Duty Manager was alerted immediately upon discovery.
2. Incident Commander convened, and roles were activated.

Protect Evidence

1. Secure the area without interfering with emergency response.
2. Prevent disturbance to critical physical evidence (for post-incident investigation).

Internal Notification

1. Notify internal chain of command (Executive Director/CEO, Head of Care).
2. Log incident time, location, persons involved, and initial actions.

Reporting to Authorities (Within 12 Hours)

Internal Regulatory Reporting

1. Prepare initial incident notification for MSF and other authorities where applicable (e.g., police, Ministry of Health).
   • For MSF-funded programmes, report incidents involving serious harm/threat to life as soon as possible — typically within 12 hours of occurrence.
2. Include:
   • Who was involved
   • What happened (brief)
   • Time and place
   • Immediate actions taken
   • Current status of injured individuals
3. Forward initial notification to MSF Incident Email (e.g., MSF_Student_Care@msf.gov.sg or relevant MSF contact) with “Significant Incident Notification – [Organisation Name]” subject.

Regulatory & Police Reporting

1. If required (e.g., unnatural death, suspected abuse/neglect), report to police immediately and comply with any investigation protocols.

Ongoing Incident Management (Up to 72 Hours)

Incident Evaluation & Escalation

1. Incident Commander conducts a rapid assessment:
   • Severity categorisation
   • Potential impact on resident care continuity
   • Resource needs for ongoing operations
2. Escalate to senior leadership and the Board if critical.

Internal Communication

1. Notify staff of incident facts and relevant SOPs.
2. Maintain confidentiality and privacy of affected individuals.
3. Provide guidance on emotional support and debrief sessions.

Business Continuity Plan (BCP) Activation

Determine Impact on Critical Services

1. Assess if the incident affects:
   • Staffing levels (e.g., multiple staff off duty)
   • Resident care operations
   • Safety monitoring systems
   • Essential functions (nutrition, medication, supervision)
2. If so, activate relevant sections of the Business Continuity Plan to ensure:
   • Resource reallocation
   • Temporary process changes
   • Support from partner agencies or volunteers
   • Resident needs remain met without unacceptable disruption (aligned to BCM principles of continuity, recovery and restoration)

Communications Under BCP

1. Inform residents’ families/legal guardians about status, support resources and next steps.
2. Activate communications templates in the BCP for consistency and compliance.
3. Regular updates to stakeholders until operations stabilise.

Detailed Investigation & Reporting (Within 3–7 Days)

Incident Review

1. Assign a Review Team to conduct:
   • Detailed timeline
   • Root cause analysis
   • Documentation of findings
2. Involve external specialists if necessary (e.g., occupational health, legal).

Final Incident Report

1. Submit a comprehensive report to:
   • MSF Contact Team
   • Relevant regulatory bodies (police, MOH as applicable)
   • Organisational governance
2. Include:
   • Facts & timeline
   • Impact assessment
   • Lessons learned
   • Mitigations or policy changes

Post-Incident Recovery (Ongoing)

Service & Operations Recovery

1. Transition from response phase back to normal operations.
2. Validate that continuity measures taken were effective.
3. Update BCP and SOPs to reflect lessons learned.

Support & Wellbeing

1. Provide psychosocial support:
   • For affected residents
   • For staff (debrief, counselling)

Documentation & Record Keeping

Maintain accurate records for:

• Incident logs
• Incident notifications
• Reports to MSF and regulators
• BCP activations
• Communications
• Training and drills

Training & Testing

• Conduct regular drills for significant incident response and BCP activation.
• Provide training on safety, incident reporting, and crisis communication.
• Review SOP annually or after major incidents.

Key Principles Aligned to MSF & BCM Expectations

✔ Prompt reporting of serious incidents (e.g., within 12 hours for MSF-funded programmes)

✔ Safety first, stabilising injured persons and securing scene

✔ Continuity of care with BCP activation where essential services are affected

✔ Clear leadership and roles with defined responsibilities

✔ Communication strategy for internal, regulatory and family stakeholders

✔ Investigation and recovery with insights into prevention and improvement

The effective management of significant accidents, severe injuries, or death is critical to protecting lives, preserving trust, and sustaining the continuity of care in residential care settings.

This SOP provides a clear and coordinated incident response framework that integrates emergency response, regulatory reporting, and business continuity measures, ensuring that critical services remain operational even during high-stress and high-impact situations.

Through timely activation, defined roles and responsibilities, structured communication, and systematic post-incident review, the organisation can minimise harm, comply with MSF requirements, and strengthen its overall operational resilience.

Regular training, drills, and reviews of this SOP and the broader Business Continuity Plan will ensure continued relevance, effectiveness, and readiness.

Ultimately, adherence to this SOP reinforces the organisation’s commitment to safety, accountability, and continuity of care for all residents, staff, and stakeholders entrusted to its care.