1. What counts as an incident
An accident, a damaged or lost package, a major delay, a vehicle failure, an exposure to blood or body fluids, or a suspected privacy incident. When in doubt, treat it as an incident and report it.
2. First rule: report immediately
Call dispatch right away. Do not wait until the end of the run, do not try to fix it alone, and do not decide on your own that it wasn't serious. Speed of reporting protects patients, clients, and you.
3. Safety first
People before packages. If anyone is hurt, call emergency services first, then dispatch. Secure the scene if you can do so safely, and stay with anyone injured until help arrives.
4. What to document
- Who, what, when, and where.
- Photos of damage or conditions, if safe to take them.
- Names of anyone involved or present.
- Write facts, not guesses or blame.
5. Privacy incidents
A suspected privacy breach, a package opened by the wrong person, a manifest seen by outsiders, a lost record: report to dispatch immediately. Do not discuss it with anyone outside the job, and do not try to contain it yourself.
6. Package problems
- Damaged or leaking package: do not open it. Secure it and call dispatch.
- Lost package: retrace stops, then report.
- Wrong item: secure it, do not deliver it, call dispatch.
7. Exposure basics
If blood or body fluids contact you: wash skin with soap and water, or flush eyes or mouth with water, right away. Then report to dispatch and seek medical care promptly. This refresher does not replace formal BBP training or certification.
8. Code of conduct
- Professional appearance and courtesy at every stop.
- Confidentiality always: no discussing deliveries outside the job.
- Work records in GoBee's system only, never personal messaging apps.
- Follow dispatch instructions; dispatch resolves ambiguity.
9. The training rule
No solo delivery until your training is complete and documented, with an annual refresher. This rule protects patients, clients, and GoBee, and it protects you: it is the record that you were prepared.
10. After an incident
- Follow dispatch's instructions.
- Complete the incident report with facts.
- Keep your records; do not discuss the incident publicly.
- Ask dispatch if you are unsure about any next step.