Customer Injury/Accident Case Template

Case Template

Enterprise Solution

About this Template

The Customer Injury / Accident Case Template provides organizations with a structured way to capture and investigate incidents where a customer, guest, or vendor is injured or involved in an accident on company property. From slips and falls in retail stores to accidents in hospitality or distribution centers, this template ensures every incident is documented consistently, supported with evidence, and routed through the right workflows. Without a standardized process, customer injuries are often logged through ad-hoc emails, phone calls, or paper reports — leading to incomplete documentation, delays in response, and increased liability exposure. This template solves those problems by centralizing customer injury reporting into a trackable, audit-ready system of record, ensuring accountability and compliance. This template fits seamlessly into broader LP/AP, Risk, and Safety workflows by: Allowing staff to capture guest injury cases immediately at the point of occurrence. Triggering customizable workflows to notify Risk, Safety, Legal, and Store/Facility leadership. Documenting the incident narrative, injury type, medical response, and witness statements. Consolidating evidence such as photos, video, and supporting documents. Feeding structured case data into analytics to identify hazard trends, recurring issues, or high-risk areas. By adopting this template, organizations reduce liability, strengthen customer safety, and ensure compliance with internal policies and external regulations.

Template Details

Type

Case Template

Developer

ThinkLP

Last Updated

9/4/2025

Key Features

Structured Guest Injury Reporting – Ensure all customer/guest accidents are documented consistently.

Customer/Vendor Data Capture – Record details of the injured party (name, contact, age, visitor type).

Injury & Medical Tracking – Document type of injury, severity, treatment provided, and recovery status.

Evidence Collection – Attach photos, video, and supporting documentation directly to the case record.

Witness Logging – Capture statements and contact details from employees or customers who observed the incident.

Location & Hazard Tracking – Tie incidents to specific store, property, or facility locations and note contributing hazards.

Corrective Actions – Assign safety measures, environmental fixes, or follow-up tasks to prevent recurrence.

Customizable Workflows – Automate notifications to Risk, Safety, Legal, and Store/Facility leadership.

Audit-Ready Records – Maintain defensible documentation to reduce liability and support claims handling.

Sample Questions

1. Case Overview

Case Number, Record Type, Status, Owner, Assigned Investigator, Outcome

2. Incident Details

Incident Date & Time, Location (Store, Property, Facility), Incident Type (Slip/Trip/Fall, Struck-by, Equipment Accident, Medical Emergency, etc.), Severity of Incident (Minor, Moderate, Severe), Method/Cause, Incident Description

3. Individuals Involved

Injured Customer (Name, Contact Information, Visitor Type), Witnesses (Name, Title/Role if employee, Contact Information, Statement)

4. Injury & Medical Tracking

Injury type, Body part affected, Medical attention provided (First Aid, ER visit, hospitalization), Treatment facility, Follow-up details

5. Merchandise / Equipment Involved

Product, equipment, or items involved, Condition (damaged / defective / operational)

6. Evidence

Photos or video of the scene, Supporting documents (incident reports, medical notes)

7. Corrective / Follow-up Actions

Hazard remediation (clean-up, repair, signage, etc.), Safety measures taken, Staff retraining assigned, Legal/risk team notified, Next steps required

8. Audit Trail

Case created by (employee, date/time), Last modified by (employee, date/time), Case Report Completed By

Information

Last Updated

9/4/2025

Supported Platforms

Desktop

Developer

ThinkLP