Incident Response Walkthrough

What to Do After a Guest Injury: An Incident Response & Report Playbook

When a guest is injured, your response can either protect your business or expose it to serious risk. That’s why this webinar replay, “What to Do After a Guest Injury: An Incident Response & Report Playbook,” is a must-watch for tour operators, activity providers, fitness studios, and adventure brands of all kinds.

This summary walks you through the most important takeaways from the session, including how to manage an injury scene, create and use an injury incident report, and build an incident response plan that sets your business up for long-term protection and success.

Why Every Business Needs a Response Playbook

“Incidents don’t just test your safety protocols. They test your professionalism and your preparedness,” said outdoor industry attorney Leah Corrigan during the session.

Having a well-documented incident response plan provides legal protection, reinforces trust with guests, and ensures your team knows exactly what to do. It also makes your business more defensible in the eyes of insurers and regulators.

Quote to remember:

“Failing to plan is planning to fail. An incident response plan isn’t optional. It’s insurance for your reputation.” — Leah Corrigan

What to Do First After a Guest Injury

The first minutes after an injury are crucial. Leah outlined the immediate priorities every business should follow:

• Provide medical care. Ensure the guest receives help right away. If needed, call for emergency responders.
• Secure the area. Prevent further injuries by stopping the activity or redirecting others away from the scene.
• Assign a response leader. Choose one trained staff member to manage the situation. Too many people trying to lead can create confusion.

This is not the time to improvise. A plan, combined with real training, removes hesitation and keeps your team focused.

The Power of Documenting Injury Incidents

When it comes to legal protection, your documentation is your shield. That starts with completing an injury incident report immediately.

Your injury incident report template should include:

• Date, time, and location
• Names of those involved
• The specific activity taking place
• A detailed, factual account of what happened
• Immediate actions taken
• Names of witnesses

Avoid guessing or including opinions. Just the facts.

“If it’s not written down, it didn’t happen.” — Leah Corrigan

Photos of the scene and preserved equipment (if relevant) can also support your report. These small steps can make a big difference if a claim arises later.

If you're currently using a generic form or outdated process, now is the time to evaluate your tools. Here's why waiver templates may not be the safest option and how an online waiver system like WaiverSign can give you better flexibility, control, and protection.

Navigating Refusals of Care

Leah addressed a common scenario: what happens if a guest declines help after an incident?

Her advice: use a waiver or incident injury report form that documents the guest’s refusal. This shows that your staff offered assistance and the guest, if an adult, chose to continue without aid. This form should be signed on the spot, whenever possible.

This protects your business by showing you acted responsibly — even if the guest chooses otherwise.

Legal Tips for Partnerships and Waivers

Many businesses collaborate with others to co-host events or excursions. Leah strongly recommended having clear contracts that outline shared liability, insurance coverage, and waiver agreements in these partnerships.

For example, if another company wants to be listed on your waiver or included in your documentation, make sure your digital waiver system, like WaiverSign, can support that level of customization. Whether you're adding partners, vendors, or co-hosts, clarity in your agreements is key — both in your waiver language and in your contracts.

If you're refining your waiver terms to accommodate these relationships, here’s a helpful guide on how to write a liability waiver that walks through essential components and best practices.

This ties directly into your incident response best practices. When your documents are clear, customized, and easy to manage, you're less likely to face confusion or disputes if something goes wrong.

The Importance of Specific Risk Disclosure

Generic language in your waivers is not enough. Leah explained that specificity builds legal strength and helps protect your business in the event of a claim.

For example, instead of vaguely stating “risk of injury,” clearly outline the actual hazards tied to your activity — like flash floods, rockfalls, equipment failure, or animal encounters. This not only informs guests but strengthens their contractual assumption of risk, which can be a critical factor in legal proceedings.

“More specificity is better. It helps juries think, ‘This person knew what they were getting into.’” — Leah Corrigan

It’s also important to understand what your waiver can and can’t protect you from. This article on whether someone can sue after signing a waiver breaks that down and offers helpful context for managing expectations and reinforcing your overall risk strategy.

A well-written incident response plan template should include guidance for how your staff communicates these risks upfront and how your waiver language should evolve as your offerings or environment change.

Clear Communication After an Injury Incident

Staff should respond with empathy and professionalism, but avoid making statements about responsibility. Do not say your business will cover expenses or imply fault.

Instead:

• Reassure the guest with care and calmness
• Use factual language only
• Refer additional questions to a designated manager or your insurance carrier

This protects your team from making costly verbal errors and keeps the focus on guest safety.

Training and Tools for Staff

Even the best incident response plan will fall flat if your team hasn’t been trained. Leah emphasized three must-haves for staff preparation:

• Annual scenario training. Run drills with real-life examples.
• Clear role assignments. Make sure everyone knows who does what.
• Accessible checklists. Keep printed or digital guides in vehicles, field packs, or activity kits.

Your team also needs to understand their own rights and responsibilities, especially in high-risk environments. Here’s what business owners should know about liability waivers for employees, including how those differ from guest waivers and what limitations exist.

Being incident and injury free starts with readiness, not just good luck.

Review and Improve

Once the situation is resolved:

• File your incident injury report form
• Notify your insurance provider
• Review the incident with your team
• Update procedures if needed

That review process should also include your waiver language. Are your waivers still aligned with your current operations and risk levels? This list of liability waiver best practices can help you evaluate where updates may be needed.

Each incident is a learning opportunity. Save documentation for at least seven years, especially when minors are involved.

A Professional Response Builds Long-Term Trust

Incidents are a reality in the activity and adventure industry. But how you respond can set your business apart. A professional, prompt, and compassionate approach not only minimizes liability — it turns a crisis into a moment of trust-building.

When you have a reliable incident response plan, trained staff, and the right tools in place, you're not just reacting. You're leading with confidence.

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