For when a report has been made regarding a general food incident on premises. This article explains how to log the report using the 'Alleged Food Poisoning' form in the Helpline Module.
- In the left vertical navigation menu, click 'Helpline'.
- Click the 'Add Case' tab.
- Click the 'General Food Incident' option located in the 'Food' section.
Logging the Case
Location: This is automatically populated for users who have access to a single location. For users with access to multiple locations, either type the location name or click 'Show List' and choose the location from the list.
Department: Which area of the business the case relates to, for example, Private Dining Suite, Terrace Café. This is an optional field.
Your internal reference: Use for any internal reference system. This is an optional field.
Describe what happened: Log a brief description of the incident being reported. Once the case is saved, more specific information should be recorded in the specific fields provided.
Date and time of Incident: Click the calendar icon to choose a date from the calendar or click the date field to type the date the incident occurred. Add the time using the up and down arrows on the hours (HH) and minutes (MM) fields.
How were you notified of the incident? How was the complaint received into the business? (drop-down option)
- Click 'Save Case' to save the Alleged Food Poisoning case under the 'My Cases' tab.
Updating a case
Once a case has been raised, further information should be added as the matter is investigated through to conclusion. The case is now available via the 'My Cases' tab.
The case can be identified using the:
- 'Location' column to identify which location the case was logged at.
- 'Date' column to identify the date the case was raised.
- The 'Type' column to identify the type of case raised, i.e. 'General Food Incident' or 'Alleged Food Poisoning'.
- Once the correct case is identified, click the relevant Reference number to open the record.
- Click the 'Edit' buttons to expand the sections
- Specific details can now be recorded in the relevant fields.
- When all updates have been made, click the 'Save Changes' button for that section.
- Click the 'View' button to view the information in any section.
- The fields relating to each section are listed below.
What did you do about this incident
What did you do to investigate this incident? Conduct an internal investigation as soon as possible. Speak to those involved in preparing the meal to establish information about the food and its preparation. For example, was there anything done differently to normal? Are the staff preparing the meal properly trained? Are the waiters aware of the latest allergen information?
What is your conclusion from your investigation? Shield Safety will review your responses as part of the investigation. It is important to be factually accurate. Did the order go through marked as “allergen case”? Was any food substituted from the normal specification? Were allergens properly checked with the guest when they enquired? This is not an exhaustive list of questions.
Actions taken
Use this section to log any follow up activities which have taken place as a result of your own internal investigation.
If any of these questions are answered “Yes”, a text field is opened to record the details.
With the exception of the final question, if you have answered “No” to all of these questions, you are confirming that all processes were applied correctly, and your procedures and processes are robust. The final question is to provide justification in circumstances where no changes have been made.
Action plan
From your investigation, you can create an action plan, e.g. retrain part-time waiting staff. You can enter as many action points as are needed to prevent repeat incidents. To add a new Action, click the "+ Add Action" button.
The Shield Safety team can also create action plans for you which will appear in this section.
Reports can be extracted by Admin users to see where action plans have exceeded their deadlines.
Notes
Shield Safety use the Notes section to communicate with you about the case. They may ask for documents, photographs, extra information or clarifications, Please respond to these as quickly as possible by “Adding a Note”.
If you are asked to add a photo etc, please put a note here to say “picture added” or something similar.
Users may receive RiskProof alerts to inform them that Shield Safety have added a note to the case. This is subject to User Role Alert settings.
You can also add your own notes to Shield Safety via this method.
Photos and attachments
If you are requested to provide documents etc either via the Notes or Action Plan section, this is where you upload them
Simply click the link and select the relevant file. It is beneficial to include file names that clearly identify the subject e.g. “Temperature checks”