SmartLine Web: Reporting an Incident

This article explains how users can report an incident using SmartLine Web. It provides step-by-step instructions to access the SmartLine web form, submit incident details securely and anonymously, and ensure the report is captured in Compliance Manager for review and follow-up.

Note: The Template field may vary depending on the organization’s SmartLine Report Incident setup. The examples shown in this article are based on Asylum Healthcare System templates. Admin can also update the Incident Template, add sections and fields as required, based on your organization’s needs.

Follow these steps to report an Incident using Smarline Web:

1. Open the camera or barcode scanner app on your mobile device.
2. Scan the SmartLine barcode displayed in the reception area. You will be directed to the SmartLine Report Incident web page.

3. The image below shows if you are using a laptop or computer when reporting a Smartline incident via URL.
4. Enter the descriptive title for the incident in the Incident Title field.
5. Enter the desired description in the Details of Incident field. The users can provide a detailed description of what happened.
6. Select the date when the incident happened and add other important information in the fields.
7. Using the Attach Files, users can upload supporting documents, screenshots, or files related to the incident.
   • Click on the Add button. The Add New Document pop-up window will appear.
   • Click Choose File, then browse and select the desired document.
   • The user can also change the title of the document if needed.
   • Click Submit to attach the document.
8. Under the Are You Willing to Discuss this Issue with us Further section:
   • Select Yes if you are willing to discuss the issue further.
     • Once selected, the How would you like to connect section appears.
     • Choose your preferred method of communication: Web Chat, SMS, Phone, or Email.
     • Depending on the selected option, additional fields may appear.
   • Select No (do not contact me) if you do not want to be contacted.

9. Enter the necessary information in the Shorty field.
10. Use the Freya dropdown to choose from available options. The user can also add the other required information.
11. Confirm the CAPTCHA verification.
12. After completing all required fields, click Send Report to submit your incident.
13. After submitting the report, a confirmation message screen will appear. From this screen, you can also download the reported incident as a PDF for further investigation or record-keeping.
14. If you do not want to submit your report, click Cancel to exit without saving your changes.

Web Chat

1. You’ll remain anonymous and use the Ticket ID provided after you submit your report.
2. You’ll also be asked: Can we leave messages?
   • Choose Yes if you’d like to leave messages in the chat.
   • Choose No if you prefer to check the chat yourself for updates.

SMS

1. Enter your mobile number so staff can send you follow-up questions by text. Calls cannot be made to this number; only text messages can be sent.
2. You’ll also be asked: Can we leave messages?
   • Select Yes to allow sending messages.
   • Select No if you’d rather only get direct replies.

Phone

1. You can (optionally) add your first and last name for easier follow-up.
2. Enter your phone number so staff can call you if needed.
3. You’ll also be asked: Can we leave messages?
   • Select Yes if you’re okay with voicemail being left.
   • Select No if you prefer only to receive live calls.

Email

1. You can (optionally) add your first and last name.
2. Enter your email address, which the staff will use to follow up with you.
3. You’ll also be asked: Can we leave messages?
   • Choose Yes if you’re comfortable with receiving follow-up emails.
   • Choose No if you only want emails sent when necessary.

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