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  2. Critical Incidents
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  4. Critical Incidents

Critical Incidents

What is a critical incident?

A critical incident is when a health care provider suspects the person in their care has been harmed through physical, mental, or sexual abuse, neglect, theft or financial harm, inappropriate or unprofessional behavior, or unexpected death.

Here’s how to help.

  • For elderly adults, refer to the Elder Abuse Suspicion Index (EASI) when you suspect a critical incident has occurred.
  • Be an advocate.
  • Be honest, open, up-front, and supportive.
  • Find a private place to talk.
  • Listen to the patient.
  • Remain calm.
  • Report the situation immediately.

See a critical incident? Report it.

If you observe or have knowledge of a critical incident, you are responsible for reporting it the same day by calling Highmark Health Options at 1-844-325-6251.

A report should also be made to the appropriate investigative state agency:

Department of Services for Children, Youth and Their Families (DSCYF)

Division of Family Services (DFS, Child Protection)

1-302-633-2657
24-hour Child Abuse and Neglect Hotline

1-800-292-9582

Delaware Health and Social Services (DHSS)

Adult Protective Services

For suspected abuse, neglect, disruptive behavior, or exploitation.

1-302-424-7310

 
Division of Health Care Quality (DHCQ)

For adult members in a long-term facility and for child members in a pediatric nursing facility.

1-877-453-0012

 
Long-Term Care Office of the State Ombudsman (OSO)

For residents in long-term care facilities who have a complaint about their rights.

1-800-223-9074
Office of Health Facilities and Certification (OHFLC)

For residents in long-term care facilities who have a complaint about their rights.

1-302-292-3930
or
1-800-942-7373