Your response when your service harmed clients

Psychologists who face an allegation, or conclude that their service harmed a client, must communicate openly and honestly with the client and, where appropriate, associated parties, review what occurred and report to the proper authorities where required. When a client has objectively been harmed, effective practice means the psychologist: (a) acts at once to put things right where possible, getting advice and assistance and referring the client on where necessary; (b) reports the incident to the relevant authorities where required, follows the applicable policies and procedures, and seeks advice if unsure of their obligations; (c) communicates respectfully with the client and associated parties as needed; and (d) answers reasonable requests from the client or associated parties about how to notify the Board or complain to other bodies (sections 4.6 and 7.1).

• Incident register entry with the harm, immediate remedial action and any onward referral
• Open disclosure record of the conversation with the client and associated parties
• Notifications to the employer, insurer or regulator where required
• Information given to the client about how to notify Ahpra or the health complaints entity

• Harm acknowledged informally but never recorded
• Client not told how to make a notification when they asked
• Indemnity insurer not notified of the incident