An accident is an unplanned, uncontrolled, or unforeseen event resulting in injury or harm to people and damages to goods. For example, a person falling down and getting injured or a glassware item that broke upon being knocked over. Emergency is a serious or crisis situation that needs immediate attention and action. For example, a customer having a heart attack or sudden outbreak of fire in your organization needs immediate attention.
Each organization or chain of organizations has procedures and practices to handle and report accidents and take care of emergencies. Although you will find most of these procedures and practices common across the industry, some procedures might be modified to fit a particular type of business within the industry. For example, procedure to handle accidents caused by slipping or falling will be similar across the industry. You need to be aware of the general procedures and practices as well as the ones specific to your organization.
The following are some of the guidelines for identifying and reporting an accident or emergency:
Notice and correctly identify accidents and emergencies: You need to be aware of what constitutes an emergency and what constitutes an accident in an organization. The organization’s policies and guidelines will be the best guide in this matter. You should be able to accurately identify such incidents in your organization. You should also be aware of the procedures to tackle each form of accident and emergency.
Get help promptly and in the most suitable way: Follow the procedure for handling a particular type of accident and emergency. Promptly act as per the guidelines. Ensure that you provide the required help and support as laid down in the policies. Do not act outside the guidelines and policies laid down for your role even if your actions are motivated by the best intention. Remember that only properly trained and certified professionals may be authorized to take decisions beyond the organization’s policies and guidelines, if the situation requires.
Follow company policies and procedures for preventing further injury while waiting for help to arrive: If someone is injured, do not act as per your impulse or gut feeling. Go as per the procedures laid down by your organization’s policy for tackling injuries. You need to stay calm and follow the
prescribed procedures. If you panic or act outside the prescribed guidelines, you may end up further aggravating the emergency situation or putting the injured person into further danger. You may even end up injuring yourself.
Act within the limits of your responsibility and authority when accidents and emergencies arise: Provide help and support within your authorized limit. Provide medical help to the injured only if you are certified to provide the necessary aid. Otherwise, wait for the professionals to arrive and give necessary help. In case of emergencies also, act within your authorized limits and let the professionals do the task allocated to them. Do not attempt to handle any emergency situation for which you do not have formal training or authority. You may end up harming yourself and the people around you.
Promptly follow instructions given by senior staff and the emergency services: Provide necessary services as described by the organization’s policy for your role. Also, follow the instructions of senior staff who are trained to handle particular situations. Work under their supervision when handling accidents and emergencies.
The
Types of Accidents
Trip and fall:
Customers or employees can trip on carelessly left loose material and fall down, such as tripping on loose wires, goods left on aisles, elevated threshold. This type of accident may result in simple bruises to serious fractures
Slip and fall:
People may lose foothold on the floor and stairs resulting in injuries. Slips are mainly due to wet floors. Other causes: spilling of liquids or throwing of other slip-causing material on floors, such fruit peels. Tripping and slipping is generally caused by negligence, which can be either from the side of organization employees Fig 4.2.2 or from the side of customers. It can also be due to broken or uneven walking surface, such as broken or loose floor tile. However, you should prevent any such negligence. In addition, people should be properly cautioned against tripping and slipping. For example, a “wet floor” sign will warn people to walk carefully on freshly mopped floors. Similarly, “watch your steps” signs can prevent accidents on a staircase with a sharp bent or warn against a loose floor tile.
Injuries caused due to escalators or elevators (or lifts):
Although such injuries are uncommon, they mainly happen to children, ladies, and elderly. Injuries can be caused by falling on escalators and getting hurt. People may be injured in elevators by falling down due to sudden, jerking movement of elevators or by tripping on elevators’ threshold. They may also get stuck in elevators resulting in panic and trauma. Escalators and elevators should be checked regularly for proper and safe functioning by the right person or department. If you notice any sign of malfunctioning of escalators or elevators, immediately inform the right people. If organization’s procedures are not being followed properly for checking and maintaining these, escalate to appropriate authorities in the organization.
Accidents due to falling of goods:
Goods can fall on people from shelves or wall hangings and injure them. This typically happens if pieces of goods have been piled improperly or kept in an inappropriate manner. Always check that pieces of goods are placed properly and securely.
Accidents due to moving objects:
Moving objects, such as trolleys, can also injure people in the organization. In addition, improperly kept props and lighting fixtures can result in accidents. For example, nails coming out dangerously from props can cause cuts. Loosely plugged in lighting fixtures can result in electric shocks.
Each organization or chain of organizations has procedures and practices to handle and report accidents and take care of emergencies. Although you will find most of these procedures and practices common across the industry, some procedures might be modified to fit a particular type of business within the industry. For example, procedure to handle accidents caused by slipping or falling will be similar across the industry. You need to be aware of the general procedures and practices as well as the ones specific to your organization.
The following are some of the guidelines for identifying and reporting an accident or emergency:
Notice and correctly identify accidents and emergencies: You need to be aware of what constitutes an emergency and what constitutes an accident in an organization. The organization’s policies and guidelines will be the best guide in this matter. You should be able to accurately identify such incidents in your organization. You should also be aware of the procedures to tackle each form of accident and emergency.
Get help promptly and in the most suitable way: Follow the procedure for handling a particular type of accident and emergency. Promptly act as per the guidelines. Ensure that you provide the required help and support as laid down in the policies. Do not act outside the guidelines and policies laid down for your role even if your actions are motivated by the best intention. Remember that only properly trained and certified professionals may be authorized to take decisions beyond the organization’s policies and guidelines, if the situation requires.
Follow company policies and procedures for preventing further injury while waiting for help to arrive: If someone is injured, do not act as per your impulse or gut feeling. Go as per the procedures laid down by your organization’s policy for tackling injuries. You need to stay calm and follow the
prescribed procedures. If you panic or act outside the prescribed guidelines, you may end up further aggravating the emergency situation or putting the injured person into further danger. You may even end up injuring yourself.
Act within the limits of your responsibility and authority when accidents and emergencies arise: Provide help and support within your authorized limit. Provide medical help to the injured only if you are certified to provide the necessary aid. Otherwise, wait for the professionals to arrive and give necessary help. In case of emergencies also, act within your authorized limits and let the professionals do the task allocated to them. Do not attempt to handle any emergency situation for which you do not have formal training or authority. You may end up harming yourself and the people around you.
Promptly follow instructions given by senior staff and the emergency services: Provide necessary services as described by the organization’s policy for your role. Also, follow the instructions of senior staff who are trained to handle particular situations. Work under their supervision when handling accidents and emergencies.
The
Types of Accidents
Trip and fall:
Customers or employees can trip on carelessly left loose material and fall down, such as tripping on loose wires, goods left on aisles, elevated threshold. This type of accident may result in simple bruises to serious fractures
Slip and fall:
People may lose foothold on the floor and stairs resulting in injuries. Slips are mainly due to wet floors. Other causes: spilling of liquids or throwing of other slip-causing material on floors, such fruit peels. Tripping and slipping is generally caused by negligence, which can be either from the side of organization employees Fig 4.2.2 or from the side of customers. It can also be due to broken or uneven walking surface, such as broken or loose floor tile. However, you should prevent any such negligence. In addition, people should be properly cautioned against tripping and slipping. For example, a “wet floor” sign will warn people to walk carefully on freshly mopped floors. Similarly, “watch your steps” signs can prevent accidents on a staircase with a sharp bent or warn against a loose floor tile.
Injuries caused due to escalators or elevators (or lifts):
Although such injuries are uncommon, they mainly happen to children, ladies, and elderly. Injuries can be caused by falling on escalators and getting hurt. People may be injured in elevators by falling down due to sudden, jerking movement of elevators or by tripping on elevators’ threshold. They may also get stuck in elevators resulting in panic and trauma. Escalators and elevators should be checked regularly for proper and safe functioning by the right person or department. If you notice any sign of malfunctioning of escalators or elevators, immediately inform the right people. If organization’s procedures are not being followed properly for checking and maintaining these, escalate to appropriate authorities in the organization.
Accidents due to falling of goods:
Goods can fall on people from shelves or wall hangings and injure them. This typically happens if pieces of goods have been piled improperly or kept in an inappropriate manner. Always check that pieces of goods are placed properly and securely.
Accidents due to moving objects:
Moving objects, such as trolleys, can also injure people in the organization. In addition, improperly kept props and lighting fixtures can result in accidents. For example, nails coming out dangerously from props can cause cuts. Loosely plugged in lighting fixtures can result in electric shocks.
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