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Nursing 11 - Incident reporting
Nursing 11 - Incident reporting
Nursing 11 - Incident reporting

Nursing 11 - Incident reporting - Exercises

Informe de incidentes

Exercise 1: Match a word

Instruction: Match the items that have a related meaning.

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Pedir ayuda — Llamar a alguien (Ask for help — Call someone)
Registrar los hechos — Anotar lo ocurrido (Record the facts — Write down what happened)
Evacuar el lugar — Salir del edificio (Evacuate the place — Leave the building)
Desescalar una situación — Calmar el ambiente (De-escalate a situation — Calm the atmosphere)

Exercise 2: Exam preparation (QR: Audio)

Instruction: Read the text, fill in the gaps with the missing words, and answer the questions below

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Aviso interno: cómo comunicar un incidente

Fill in the gaps: desescalar, informe, hipoglucemia, incidente, agresión, convulsión

(Internal notice: how to report an incident)

En la oficina, si hay un o una verbal, avisa al responsable y busca un lugar seguro. Si la situación sube de tono, intenta : habla con calma y mantén la distancia. Si hay riesgo, pide ayuda y llama al 112.

Si una persona tiene , o reacción alérgica, no la dejes sola. Registra los hechos en el : hora, lugar y qué pasó. Si hay un desfibriladorcerca, comprueba dónde está, pero úsalo solo si te lo indica el 112.
In the office, if there is an incident or verbal abuse, inform the person in charge and find a safe place. If the situation escalates, try to de-escalate: speak calmly and keep your distance. If there is danger, ask for help and call 112.

If someone has hypoglycemia, a seizure or an allergic reaction, do not leave them alone. Record the facts in the report: time, place and what happened. If there is a defibrillator (AED) nearby, check where it is, but use it only if 112 tells you to.

  1. ¿Qué tres datos tienes que registrar en el informe y qué haces primero si hay riesgo en la oficina?

    (What three pieces of information do you have to record in the report and what do you do first if there is danger in the office?)

Exercise 3: Listening

Instruction: Listen to the audio and answer the questions.

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(This morning, at reception, a user became very nervous and there was a verbal assault. I kept my distance for safety and asked my colleague for help. I spoke slowly to de-escalate the situation and the man calmed down. Afterwards, a female user who was behind felt dizzy and showed signs of hypoglycaemia. We gave her juice and called 112 as a precaution. It was not necessary to use the defibrillator. Later I recorded what happened and wrote an incident report.)
True False

(The person speaking tried to calm the situation before writing the report.)

(They had to use a defibrillator on the female user who felt dizzy.)

(They called 112 even though the female user improved after drinking juice.)

Exercise 4: Multiple Choice

Instruction: Choose the correct solution

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1. Ayer ___ los hechos del incidente en el informe.

(Yesterday I ___ the facts of the incident in the report.)

2. Cuando hay una agresión, ___ ayuda al 112 y avisamos al responsable.

(When there is an assault, we ___ for help by calling 112 and we notify the person in charge.)

3. Si la persona tiene una hipoglucemia, le ___ azúcar y llamamos a emergencias.

(If the person has hypoglycemia, we ___ them sugar and call emergency services.)

Exercise 5: Dialogue Cards

Instruction: Practice the conversation with your teacher or fellow students.

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1

Incidente con cliente agresivo

Exercise 6: Discussion questions (QR: AI+)

Instruction: Speaking: translate and respond (QR: AI+)

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Useful expressions:

Primero intento mantener la calma y hablar con voz tranquila. / Por precaución, llamo a emergencias o aviso a mi responsable. / Después, registro los hechos y redacto un informe del incidente.

  1. En tu trabajo, si un cliente se pone agresivo, ¿qué haces primero para mantener la seguridad y desescalar la situación?
    At your job, if a customer becomes aggressive, what do you do first to keep safety and de-escalate the situation?

    __________________________________________________________________________________________________________

  2. Ves a un compañero con síntomas de hipoglucemia o con una reacción alérgica, ¿qué haces y a quién pides ayuda?
    You see a coworker with symptoms of hypoglycemia or with an allergic reaction; what do you do and who do you ask for help?

    __________________________________________________________________________________________________________

Exercise 7: Writing correspondence (QR: AI+)

Instruction: Write a reply to the following message appropriate to the situation

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Asunto: Incidente en recepción (ayer)

Hola, Marta:

Ayer a las 18:10 un cliente se enfadó en recepción y levantó la voz. Golpeó el mostrador y dijo que iba a poner una denuncia. Yo intenté desescalar la situación y le pedí que hablara más bajo, pero siguió. Al final se fue.

¿Puedes ayudarme a registrar los hechos para el informe? ¿Viste algo o hablaste con él? También dime si crees que debemos pedir apoyo a seguridad.

Gracias,
Lucía

Subject: Incident at reception (yesterday)

Hi, Marta:

Yesterday at 18:10 a customer got angry at reception and raised his voice. He hit the counter and said he was going to file a complaint. I tried to de-escalate the situation and asked him to speak more quietly, but he continued. In the end he left.

Can you help me record the facts for the report? Did you see anything or talk to him? Also tell me if you think we should ask security for support.

Thanks,
Lucía

Useful phrases:

  1. Ayer vi/escuché que…

    (Yesterday I saw/heard that…)

  2. Creo que es mejor que…

    (I think it’s better that…)

  3. ¿Quieres que yo…?

    (Do you want me to…?)

Hola, Lucía:

Sí, yo estaba cerca de la recepción sobre las 18:10. Escuché al cliente gritar y vi que golpeó el mostrador una vez. No hubo agresión física, pero la situación fue tensa. No hablé con él porque se fue rápido.

Para registrar los hechos, podemos anotar la hora, lo que dijo, quién estaba presente y si hubo testigos. Creo que es mejor avisar a seguridad si vuelve o si hay otro incidente parecido. ¿Quieres que yo escriba un primer borrador del informe y te lo mande hoy?

Un saludo,
Marta
Hi, Lucía:

Yes, I was near the reception area around 18:10. I heard the customer shouting and saw that he hit the counter once. There was no physical aggression, but the situation was tense. I didn’t talk to him because he left quickly.

To record the facts, we can note the time, what he said, who was present, and whether there were witnesses. I think it’s better to notify security if he comes back or if there’s another similar incident. Do you want me to write a first draft of the report and send it to you today?

Best regards,
Marta