How Methodist Welfare Services is building unified incident reporting across its care network — on a platform that already runs its access and safety operations

The Challenge

Incident reporting across a multi-site care network — fragmented, difficult to track, and hard to evidence during audits

Methodist Welfare Services runs three nursing homes — Bethany, Eunos, and Yew Tee — alongside senior care centres, active ageing centres, home care, and home hospice services. Across this network, the organisation manages a wide spectrum of incidents: falls, medication errors, pressure injuries, behavioural incidents, abscondments, near misses, infection control events, and more. Each carries regulatory reporting obligations to MOH and AIC, and across an ILTC network of MWS's scale, each demands a structured response — from initial documentation through root cause analysis, corrective action, and follow-up monitoring.

Without a unified system, these workflows were fragmented. Incident reports were captured through disconnected processes that made it difficult to track an incident through its full lifecycle. Root cause analysis was conducted inconsistently. Corrective actions were assigned but not systematically tracked to completion. Follow-up reviews — at one week, one month, three months — relied on manual reminders. When leadership needed a consolidated view of incident trends across sites, or when audit and inspection deadlines arrived, someone had to compile the picture by hand. The result was a governance process that worked, but one that consumed significant effort and made it harder to evidence a culture of continuous safety improvement.

Separately, at Eunos Nursing Home — a 110-bed facility offering 24/7 residential care — staff were spending substantial time on visitor registration, appointment coordination, and vehicle access control. Managing who entered and exited the compound, tracking next-of-kin visits, logging locum and staff attendance, and controlling parking lot access were all handled manually. For a facility focused on maximising the time staff spend on direct care, the administrative overhead was a measurable cost.

MWS needed platform-level solutions for both problems — and a technology partner who could deliver them within the regulatory and operational reality of Singapore's ILTC sector.

The Solution

A unified incident reporting system across the care network, built on a platform already proven at the facility level

WerkDone is now building and rolling out a unified, CIRAS-compliant Incident Reporting and Management System across all MWS care facilities. The IRMS — currently in deployment — covers the full incident lifecycle. Staff submit structured incident reports through a mobile-optimised portal, with classification by incident type, affected party, severity grading, and location. The system captures the full incident narrative in SBAR format, supporting attachments such as photos and documents, and records whether resident or family communication has been completed.

Post-incident, the platform facilitates structured root cause analysis with built-in tools — including 5 Whys and Fishbone Diagram templates — and categorisation of contributing factors. Mandatory fields capture preventive measures, assigned personnel, due dates, and implementation status. Every incident flows through a configurable approval workflow with management review and digital sign-off, driven by automated notifications that ensure incidents move from investigation through to closure without manual chasing.

Follow-up monitoring is scheduled automatically at one week, one month, and three months post-incident, with escalation pathways for overdue or incomplete actions. Supervisors can evaluate whether implemented measures have been effective in reducing recurrence. The platform maintains a full audit trail of all user actions, and role-based access control ensures PDPA-compliant data handling across all user groups.

Interactive dashboards provide real-time visibility into incident trends — filterable by type, location, severity, and time period — with auto-generated monthly and quarterly reports, export to PDF and Excel, and support for regulatory submissions and audit evidence. The IRMS is being deployed across MWS Bethany Nursing Home, Eunos Nursing Home, Yew Tee Nursing Home, Active Ageing Centres, Senior Care Centres, and Home Care and Home Hospice services — giving MWS a single, consolidated view of safety governance across its entire care network.

This deployment builds on a foundation already in place. Since March 2025, WerkDone's OneCare Access & Security solution has been live at Eunos Nursing Home. Facial recognition devices at key access points — wards, offices, and medical supply stores — are integrated with a centralised Visitor Management System and appointment-booking portal. Next-of-kin door access is enforced by facial recognition at the level that their resident resides on. The same devices capture locum and staff attendance and facilitate vendor and volunteer access. License plate cameras integrated with the VMS enforce vehicle access control, and Abscondment Prevention capabilities add a resident safety layer to the compound's access infrastructure. The result was an 80% reduction in time spent on visitor registration and appointment-booking — and the operational proof that led MWS to expand the partnership into incident management.