HOW TO CONDUCT PROPER ACCIDENT / INCIDENT INVESTIGATIONS

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LOSS CONTROL

• HOW TO CONDUCT PROPER ACCIDENT / INCIDENT
  INVESTIGATIONS

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Definitions

• Loss
• An undesired event Usually sudden and
  destructive
• Loss Prevention
• Reduce the frequency of a particular loss
• Loss Reduction
• Reduce the severity of a particular loss
• Control Loss Prevent Loss Reduce Loss

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Definitions

• Accident
• An unexpected, undesirable harmful event
• Incident
• Event that can causes harm or damage
• Control
• Making sure satisfactory results are achieved
• Control Loss Prevent Reduce Accidents
  Incidents

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Why Control Loss?

• Accidents are costly
• Lost of production diversion of human resources
• Medical expenses
• Wages for lost time
• Damage to property and equipment
• Lawsuits

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Why Control Loss?

• Accidents reflects poorly upon managers
• Manager not controlling operations within their
  area
• Manager may not be an effective instructor or
  trainer
• Manager may not have the knowledge and skills
• Manager is not a planner
• Manager is not a leader

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Accident Incident Investigations Should be
  Conducted for WHO?
• Guests
• Visitors
• Employees
• Property

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Respond Effectively
• Have paper and pen ready
• Remain professional at all times
• Show genuine concern for the persons injury
• Arrange for prompt first aid or medical care
• If injuries allow, take person to the side so
  that others dont stare, or crowd around
• Ask what happened dont argue over alleged
  cause
• Do not make and admission of negligence or
  responsibility
• Just observe and report the facts

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Respond Effectively
• Never
• Never admit or imply negligence or responsibility
• Never reprimand an employee at the scene of an
  accident or incident
• Never make statements on how future medical cost
  and treatment will be handle by management
• Never discuss insurance coverage
• Never discuss facts of the accident or incidents
  with strangers
• Never use the word victim at the scene of the
  accident or incident, or use it in your report

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Record Effectively
• All accidents and incidents should be recorded
  and reported
• Record facts names, dates, time, address, phone
  number
• Give specific location example
• The guest claimed he fell while walking across
  the mat outside the main entrance on the north
  side of the hotel rather than The guest fell at
  the front of the hotel.
• Record witness statement
• Record witness name and address
• Investigate the site of the accident or incident
• Photograph the scene, not people

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Record Effectively

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Record Effectively
• Never
• Never refer to the guest/employee/visitor as a
  victim in your report
• Never take photographs of injured people
• Never permit strangers to take photograph of the
  scene
• Never record your opinion
• Never use words like carelessness
  Carelessness does not explain an accident
• Never provide a copy of the accident or incident
  report to the guest/employee/visitor

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Report Effectively
• All accidents and incidents must be reported to
  the Human Resources Department immediately
• Provide an explanation why it happened
• Provide an explanation what should be done to
  prevent future occurrences
• Explain what you have done so far to prevent
  future occurrences
• Explain how this will improve operations
• Provide the Human Resources Department with any
  addition information or documents

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Control Effectively
• Determine the causes of incidents or accidents
• Identify conditions which could cause accidents
  before those accidents occur
• Develop methods to eliminate incidents or
  accidents
• Ask the Six Ws
• Why? What? Where? When? Who? How?
• Incorporate loss control into everyday operations
• See the Human Resources Department for loss
  control ideas

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Where Who

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS

• Questions
• What is an incident?
• An event that can cause harm or damage
• Two reasons we control accidents or incidents?
• Accidents and incidents can be costly and they
  reflect poorly on us
• Should we refer to a visitor who fell down the
  stairs as a victim?
• No
• What should we do to prevent accidents?
• Identify the conditions that cause accidents and
  eliminate them

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CONDUCTING PROPER ACCIDENT / INCIDENT
INVESTIGATIONS