Incident Reporting 101: A Documentation Framework for Pet Businesses

Note: This article provides a general framework for incident documentation. Your insurance provider and legal advisor may have specific requirements. We recommend reviewing this framework with your insurer before implementation.

Why Documentation Matters

Things happen in pet businesses. Dogs scuffle. Nicks occur during grooming. A dog slips on wet floor. How you document these incidents matters enormously, both for your insurance claims and your professional reputation.

Poor documentation creates problems:

• Insurance claims may be delayed or denied
• Disputes with customers become "he said, she said"
• Staff can't remember details weeks later
• Patterns of problems go unnoticed

Good documentation protects everyone: the business, the staff, the customers, and the pets.

The Core Principle: Facts, Not Opinions

The most important rule of incident documentation: record facts, not interpretations.

Facts (Good)

• "Buddy and Max were in the large dog play area"
• "Staff member Sarah observed Buddy lunge at Max"
• "Max has a 2cm scratch on his left ear"
• "Owner was contacted at 2:15pm"

Interpretations (Avoid)

• "Buddy was being aggressive"
• "Max probably started it"
• "It wasn't serious"
• "The owner was fine about it"

Interpretations can be challenged. Facts speak for themselves.

The Incident Report Framework

Here's a framework you can adapt for your business. We recommend creating a template (paper or digital) that prompts staff to complete each section.

Section 1: Basic Information

Section 2: People and Pets Involved

Section 3: What Happened

This is the most important section. Record:

1. What was happening before the incident?

   • Normal play, grooming session, feeding, etc.

2. What did you observe?

   • Specific actions, sounds, movements
   • Who did what, in what order

3. What did you do immediately?

   • Separated dogs, called supervisor, applied first aid, etc.

4. What was the outcome?

   • Any injuries, distress, property damage

Section 4: Injuries or Damage

If there are injuries:

Section 5: Owner Notification

Section 6: Follow-Up Actions

Photo Documentation

Photos are powerful evidence. Take them correctly:

Do:

• Take photos immediately
• Include a reference for scale (ruler, coin)
• Photograph from multiple angles
• Capture the overall location
• Save originals (don't edit)

Don't:

• Use filters
• Delete photos you think aren't useful
• Wait until later
• Photograph only injuries (context matters)

Common Scenarios

Dog-on-Dog Incidents in Daycare

Even with proper supervision, dogs sometimes have disagreements. Document:

• What triggered the interaction (toy, food, space)
• How quickly staff intervened
• Whether this was expected based on known behaviour
• Any previous incidents involving either dog
• Group composition at the time

Grooming Injuries

Nicks and cuts happen, especially with matted coats or nervous dogs. Document:

• The type of service being performed
• The condition of the coat/nails before service
• Whether the dog was moving/struggling
• The injury (size, location, severity)
• Treatment provided
• Whether you recommend vet follow-up

Escapes or Near-Misses

Even near-misses should be documented:

• How the potential escape occurred
• What prevented it
• What you changed to prevent recurrence

Training Your Team

Documentation is only useful if done consistently. Train your team:

1. When to document: Any incident, no matter how minor. "If in doubt, write it down."

2. When to write: As soon as safely possible after the incident. Memory fades quickly.

3. How to write: Facts only, complete sentences, clear language.

4. Where to store: Central location (digital preferred), accessible to management.

5. Who to notify: When to escalate to supervisor, when to contact owner, when to call insurance.

Digital vs Paper Records

Paper forms work, but digital systems offer advantages:

How Petboost Helps

Petboost's pet profile notes allow you to record incident details directly against the pet's record. These notes are timestamped, attributed to the staff member, and visible to anyone who needs to know. For significant incidents, you can flag the pet for special attention so all staff are aware.

Using Documentation for Improvement

Incident reports aren't just for insurance claims. Use them to improve:

Pattern Analysis:

• Are incidents happening at certain times?
• With certain group compositions?
• With specific dogs?
• In particular areas of your facility?

Process Improvement:

• What could have prevented this?
• Do we need to change our protocols?
• Do we need additional training?
• Do we need to modify our facility?

Individual Pet Management:

• Should this dog be in a different group?
• Do they need one-on-one supervision?
• Are they suitable for our environment?

Working with Your Insurance Provider

Good documentation supports insurance claims:

1. Report promptly: Most policies require notification within a certain timeframe.

2. Provide facts: Your documentation should be the foundation of any claim.

3. Keep copies: Never send originals. Keep your records.

4. Follow their process: Your insurer may have specific forms or requirements.

5. Ask questions: If you're unsure whether something is claimable, ask.

The Bottom Line

Incident documentation is about professionalism and protection. When you document thoroughly and consistently, you demonstrate that your business takes safety seriously, you have the information your insurer needs, and you can identify patterns that help you improve.

Create a system. Train your team. Document everything.

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