From Incident to Insight: How Great Services Learn from What Goes Wrong
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Incidents happen in every service — but what matters is how you respond. Commissioners aren’t just looking for evidence of reporting. They’re looking for learning.
🔍 Reflection, Not Just Reporting
To show impact, your tender should describe how you:
- Discuss incidents in team debriefs or reflective practice sessions
- Identify contributing factors — not just surface causes
- Involve staff and people who use the service in exploring what went wrong
This moves your response from reactive to reflective — and shows a stronger culture of care.
📈 Proactive Improvement
Commissioners want to see how learning drives improvement. That means evidencing:
- Policy or procedure changes after significant events
- Practice adjustments or new staff guidance
- Improvements monitored over time — not just short-term fixes
Show you’re not afraid to change and grow.
🧠 Culture Over Compliance
It’s not about box-ticking. It’s about creating an open, learning culture where staff:
- Feel safe raising concerns
- Understand how incidents are used to improve practice
- See that their input is valued and acted on
That’s what builds trust — and gets noticed in tenders.