Incident Reporting
Introduction
The Incident Reporting System provides a digital mechanism for submitting Incident Reports to the Licensing and Certification Authority Bureau. These reports are intended to facilitate a process of ongoing evaluation to address concerns that help improve service quality for State of New Mexico consumers who receive behavioral health services by identifying and correcting important issues.
The Incident Reporting System workflow for a given report is divided broadly into two major stages:
Report Origination & Submission
Report Investigation
Providers' primary interactions with this digital system occur during the Origination & Submission stage, while LCA users engage primarily in the Investigation stage.
Report Origination & Submission
To ensure the quality of reports accepted for investigation, the Origination & Submission stage includes a robust workflow for report Review, Commentary, Triage, and Requests for Revisions.
A typical Incident follows this basic workflow:
When a report is completed by a “Staff” type user at a provider, they submit the report for review (in exceptional cases, this review can be skipped. Details will be provided in a separate help article)
A user with a “Reviewer” role is notified to look over the report for completeness and quality
The Reviewer adds comments and makes changes to the report as needed
The Reviewer can return the report to the originator for revisions, or submit it to the LCA for Triage
Reports returned to the originator trigger a notification to the originator, who can make revisions based on the comments from the Reviewer
Reports submitted to the LCA for Triage Review trigger a notification to LCA Triage users
The Triage user adds comments to the report, then either return the report to the Provider for revisions or Accepts the report as Complete
Reports returned for revision trigger notifications to the necessary Provider users, who revise the report based on the comments from the LCA Triage user
Provider users resubmit the report to LCA for another Triage Review
The processes of Review, Revision, Submission, and Triage Review can occur as many times as needed before a report is deemed acceptable. Once a report is accepted by the LCA, it can either be Archived or Investigated, and when the latter is the case, the report enters the Investigation stage in the Incident Reporting System.
Information on the Investigation Stage will be provided in separate help articles.