Here's how we support you if an incident happens involving a Florence professional.
See a timeline of our process, meet our incidents team and find answers to frequently asked questions below.
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If an incident involving a Florence professional happens at your hospital or care home, we’ll work with you to resolve it, from initial report to resolution.
Our incident management team will support you through the process.
Fran has lead our clinical and governance teams since 2024. She makes sure Florence meets all regulatory requirements and best practice standards in England, Scotland and Northern Ireland.
Her team are committed to supporting our care professionals and organisations, as well as developing initiatives to complement Florence's work across both NHS and social care settings.
Mohammed has been the deputy data protection officer and quality assurance lead at Florence since 2018.
He's in charge of the incident management system, deals with adverse events correctly and effectively, and supports care professionals through investigations. He also works with external bodies like the NMC, police and safeguarding.
He oversees the incident management system, deals with adverse events correctly and effectively, and supports care professionals and healthcare organisations through investigations. He also works with external bodies like the NMC, police and safeguarding.
Lauren has been Safeguarding and Governance Officer at Florence since December 2022.
She works closely with care professionals to make sure incidents get handled quickly and efficiently. She also takes care of Florence policies and helps prepares for regulatory audits, like those conducted by the Care Inspectorate.
She works closely with healthcare organisations and care professionals to ensure incidents are handled quickly and efficiently. She also reviews Florence policies and helps prepares for regulatory audits, like those conducted by the Care Inspectorate.
Louise is an adult nurse with over 20 years experience. She manages clinical incidents and often meets care professionals virtually to offer support or clarify if incidents are complicated.
Part of her role is to review lessons learned from clinical incidents. This includes making changes to Florence policies and training content. Louise loves to meet Florence nurses, care assistants and support workers, and hear their ideas to improve practice.
Jen is the branch nurse and registered manager for Florence in Scotland. She's been a registered nurse for 14 years and has been working as a clinical lead for the last 5 years.
She supports Scottish nurses with clinical issues and maintaining their professional registration through supervisions, appraisals, revalidation support and management of clinical incidents.
Gary is our Registered Manager for Northern Ireland. He’s been a registered nurse for 10 years and has worked with Brain Injury, Care of the Elderly, Intensive Care, Infection Prevention and Control.
He supports Northern Irish Nurses with clinical issues and to maintain their professional registration through supervisions, appraisals, re-validation, support and management of clinical incidents.
The best way to report an incident to Florence is by email, so that both parties have a record of what was reported and when. Send a brief outline of what happened to incidents@florence.co.uk. If you need advice about whether the issue is reportable, please speak to your account manager.
Please don't approach Florence care professionals directly for statements. Instead, let us work with you to investigate so that we're both fully aware of the context.
We'll contact the care professional involved, share concerns and request a statement on your behalf. If you have any specific questions that you'd like us to ask, please pass them on. We're also happy to arrange follow-up questions after a statement has been shared with you.
If you want to speak to someone about an ongoing investigation, please contact incidents@florence.co.uk.
We aim to investigate within four weeks of incidents being reported. Sometimes investigations can take longer, especially if third parties like police or safeguarding teams are involved.
Unless there's a serious risk, our approach to NMC referrals is to wait until the investigation is complete, to make sure there are no alternatives to reporting.
If possible, we prefer to help nurses mitigate risk to their practice by giving them opportunities to reflect and learn. We ask that clients tell us if they think an urgent referral is needed, and share their reasons with us before reporting.
When care professionals are involved in a medication error or omission, it's important for them to review relevant documents so they can write a comprehensive statement. These might include topical MAR charts and entries from controlled drug registers.
If we ask you to supply this, please redact any identifiable details like service user names. It also helps if you can highlight the error on the MAR, especially if there are multiple entries.
Yes, you can do this by visiting the care professional's profile via your account and selecting the ‘block’ option, then providing a reason for the block.
We'll respect your decision to block the care professional without question, but it helps improve quality of care if you also send an email to incidents@florence.co.uk to tell us why you don't want to work with the care professional anymore. Given the right training and support, low-level concerns that are not incidents can be “nipped in the bud” early.
