Hi Jacqui, I don't work in retail / leisure. Occasionally however we do deal with customers. If it were me faced with the scenario you mentioned, and similar to yourself I'd carry out an investigation into why it happened. Corresponding to your list, please see below: a) Reassure them that the matter is being investigated however do not offer them a copy of the report as it is an internal procedure of no consequence to them (do your colleagues have experience of injured customers asking for reports?) b) Yes, definately. Ask them how they're doing - depending on the seriousness of the injury and your relations with them immediately following the accident. c) It's a matter of courtesy to leave your contact details with them - it would be I suppose up to you if you gave them conditions on which to contact you. I don't think you need to worry about encouraging a claim. Let's face it, the "employer" will always be deemed 'liable' by the injured party. The decision to make or not make a claim will be decided regardless of what you do or don't do. What you do need to make sure is that your procedures show that you took all reasonable measures prior to and following the incident so that should a claim come in you are in a strong position to defend it. In my opinion that would include basic follow up details on how the person is doing which would then be recorded in your investigation report. Hope that helps. Alex

Jacqui Reel back to the very beginning of the scenario. Consider these issues first: Who is injured, what is their injury and who is dealing with them? The range of person is very much wider than in most workplace situations; children, grannies, those who we might not wish to employ, people who are dependent on chemical substances (if only C2H5OH) etc etc almost ad inf and certainly ad nauseam. They are likely to be dealt with by a member of store staff who could be pretty junior depending on shift patterns, time of day etc. You hope that there is a first aider at hand. In many cases beyond very obvious simple scratches etc. your first aider should err on the side of getting the injured person checked out at hospital. You can't force them into the ambulance but you are in a better place if you offer and they decline than vice versa. But, I hear some commentators crying, that's an incitement to have a RIDDOR. Correct but so what? Think again of the alternative, although it's worth having a sense-check in your system between store and 2508 submission because often an incident is not work-related (get the stats on heart attacks in your new employer's stores - you may get a big surprise). Be in no doubt that the first response right at the front end in your store is what people will remember. And it's what will colour their view of you and hence whether they want to claim etc. Were they left waiting for 20 minutes until the first aider came back from lunch etc.... or were your team well on the ball, professional and considerate? Of course, capture as much information as possible as early as you can, but it's sometimes not easy for store staff. At the very least, get basic name and contact details etc and capture what was said to the staff but don't turn it into a three ring circus by trying to take statements from an entire family before they leave store for example. The best people to deal with the customer are store staff; the people who they have already met, or their immediate boss. It gives the opportunity to build a relationship. As noted above, expressions of concern, flowers etc. don't amount to an admission of liability and can help to maintain that relationship. And if you get the "I'll report you to the HSE" person (curiously, most mouthy sorts don't know it's the local EHO!), you can simply respond that you have already done it if you have a robust RIDDOR process in place. It's not what they expect. And if they give the store manager grief, then make sure that they opportunity to duck and say that all claims-related matters are dealt with by risk management in head office (or whoever) and here's the public general HO number (not the risk manager's personal mobile... please!). Does this sound like you need a good, robust process well trained out to the front end? Correct. And even so, the great british shopping public will still surprise you! Sounds like I've worked in retailing....!

Dear All Thank you for all your advice. I much appreciate it. I am happy that the H&S side for handling the accident/incidnet is fine and staff know how to report and investigate. It is always a manager that completes the form with customer & staff input and will go to customer asap. The next stage - customer relations after the event - I have gained good advice and ideas. Thank you again