Using Incident Reviews to Boost Staff Confidence in New Tech

Executive Overview

Incident reviews should do more than identify faults—they can reassure staff that new digital tools are safe and that concerns lead to meaningful improvements. This guide shows how to run constructive reviews that strengthen confidence, support learning, and meet NHS governance requirements.

Set the Right Review Framework

Clarify purpose: focus on learning, not blame. Emphasise that the goal is to understand system, process, or training gaps.
Use a structured template: capture incident summary, contributing factors, impact, immediate actions, root cause, and follow-up tasks.
Include diverse voices: involve clinicians, administrators, IT/digital leads, and suppliers where relevant to understand the full picture.
Link to governance: align reviews with your DCB0160 safety file and risk register so findings feed into formal processes.

Run Timely and Supportive Reviews

Hold a rapid debrief within 24-48 hours for significant incidents; schedule a fuller review within one to two weeks.
Allow affected staff to share their experience without interruption; acknowledge the emotional impact.
Use techniques such as the “five whys” or fishbone diagrams to explore root causes without blaming individuals.
Document agreed actions, owners, and timelines during the meeting so nothing is missed.

Turn Findings Into Visible Improvements

Update hazard logs, risk registers, and change control records based on review findings.
Share quick wins (configuration changes, updated templates, new scripts) promptly with all staff.
Communicate progress on longer-term actions through weekly or monthly safety updates.
Track completion of actions in your safety log and report status in governance meetings.

Reinforce Learning and Confidence

Share anonymised case studies during team meetings or newsletters, highlighting what was learned and changed.
Recognise staff who reported incidents or contributed solutions—public acknowledgement reinforces positive behaviour.
Offer targeted training or refresher sessions when knowledge gaps emerge.
Invite staff feedback on the review process to ensure it remains supportive and practical.

Engage Suppliers Proactively

Share review findings with vendors when their systems are involved; request fixes, timelines, and updated documentation.
Log supplier commitments and follow up regularly until issues are resolved.
Include suppliers in review sessions when their insight is needed to understand root causes or system behaviour.

Scenario: Longfield Surgery

Longfield experienced a missed pathology alert due to a routing error in their upgraded system. The CSO convened a same-day huddle with the clinician, administrator, and supplier support. The review uncovered a misconfigured task rule, leading to a quick fix and updated training. Staff involved received recognition in the practice newsletter, boosting trust in the improvement process.

Pitfalls to Avoid

Delayed reviews: waiting weeks erodes confidence and memories fade.
Focusing on blame: staff will stop reporting issues if they feel targeted.
Silent fixes: if improvements are not communicated, staff assume nothing changed.
No follow-up: outstanding actions without updates undermine the process.

Action Checklist

Adopt a structured incident review template and share it with the team.
Schedule prompt debriefs and full reviews for technology-related incidents.
Record actions, owners, and timelines; track them in the safety log and risk register.
Communicate outcomes and recognise contributions to reinforce confidence.
Review supplier involvement, follow up on commitments, and update documentation.

Resources to Bookmark

Key Takeaways

Constructive incident reviews help teams see new technology as trustworthy. By responding quickly, focusing on learning, and communicating improvements, practices build confidence while strengthening clinical safety governance.