Communication During Incident Escalation: Informing Staff, Families and Commissioners

Incident escalation is not only a technical process; it is also a communication challenge. Poor communication can cause distress, confusion and loss of trust even where operational responses are appropriate. Providers must balance transparency, confidentiality and timeliness throughout escalation.

This article explores communication within incident management and escalation and its links to involving family and advocates.

Why communication matters during escalation

Effective communication reassures people that incidents are being managed safely. It also prevents misinformation and reduces the likelihood of complaints or escalation through external routes.

Silence or delay often damages confidence.

Communicating with staff

Staff need clear instructions, reassurance and access to support during incidents. Managers must ensure information shared is accurate and proportionate.

Unclear communication can increase risk rather than reduce it.

Operational example: Staff briefing after escalation

Following a serious incident, managers provided a structured briefing to staff outlining what had occurred, what actions were taken and what support was available.

This reduced anxiety and supported consistent practice.

Communicating with families and advocates

Families expect timely, honest updates delivered with sensitivity. Providers must avoid defensive language while respecting confidentiality and safeguarding boundaries.

Documenting communication is as important as the conversation itself.

Operational example: Family communication during safeguarding

A provider contacted a family to explain that a safeguarding referral had been made, what this meant and what would happen next.

The clarity of communication reduced distress and prevented complaints.

Commissioner notification

Commissioners often require prompt notification of significant incidents. Providers must know reporting thresholds and timescales.

Late or incomplete communication can be viewed as non-compliance.

Regulatory expectations

Inspectors assess how providers communicate during incidents, including whether people feel informed and involved appropriately.

Communication failures often feature in negative inspection feedback.

Learning from communication breakdowns

Providers should review incidents where communication contributed to escalation or complaint.

Learning should inform guidance, training and escalation protocols.