Embracing a Culture of Safety and Learning
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1 Embracing a Culture of Safety and Learning Provincial Forum on Adverse Health Event Management St. John s Newfoundland May 26, 2008 Ward Flemons MD, FRCPC Vice-President, Health Outcomes
2 Outline Adverse Events (AEs) Understanding Adverse Events Reason s Person vs System ( swiss cheese ) model Creating a Culture of Safety Safety Policies Managing an Adverse Event
3 Adverse Events
4 Adverse Events Dana Farber Cancer Institute Boston MA 1995 Betsy Lehman, young mother of three Healthcare reporter for the Boston Globe Undergoing experimental chemotherapy regimen for breast cancer One of the agents cardiotoxicity (dose dependent) Betsy s chemotherapy designed to be delivered over a 4 day protocol Instead she was given the protocol dose each day for 4 days Four fold overdose She died suddenly five days later of cardiac failure One other patient same overdose intensive care Error was not detected for 2 months
5 Adverse Events
6 Jim Conway Transforming an organization
7 Patient Safety Issue is not new Not unique to Calgary To Err is Human 1999 Canadian Adverse Events Study % of hospitalized patients 2.8% - preventable 6 to 7 extra days in hospital 1.6% of patients died and had an adverse event
8 Understanding Adverse Events Why do bad things happen? Designing Safer Systems Managing Adverse Events Patients / Families Healthcare Providers Stakeholders the people the healthcare system serves
9 Understanding Adverse Events
10 Two Models Why do bad things happen? 1. Person Model 2. System Model James Reason, Managing the Risks of Organizational Accidents, 1997
11 Why bad things happen A better explanation Man - a creature made at the end of the week when God was tired. Mark Twain
12 Person Model
13 The pweor of the hmuan mnid Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy,, it deosn't mttaer in what oredr the ltteers in a wrod are. The olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae.. The rset can be a total mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef,, but the wrod as a wlohe. Amzanig huh?
14 Approximations of system performance and potential performance Nominal error rates developed by specialists in human factors Activity* Probability of human error General error of commission for example, misreading a label General error of omission in the absence of reminders 0.01 General error of omission when items are embedded in a procedure for example, cash card is returned from cash machine before money is dispensed Simple arithmetic errors with self checking but without repeating the calculation 0.03 on another sheet of paper Monitor or inspector fails to recognise an error 0.1 Staff on different shifts fail to check hardware condition unless required by 0.1 checklist or written directive General error rate given very high stress levels where dangerous activities 0.25 are occurring rapidly Thomas W Nolan BMJ 2000;320: * Unless otherwise indicated, assumes the activities are performed under no undue time pressures or stress.
15 Avoid the Error Myth That Bad People Make Bad Errors!
16 Person Model Reaction SHAME & BLAME
17 Person Model Reaction BLAME & PUNISH
18 Two Models Why do bad things happen? 1. Person Model 2. System Model James Reason, Managing the Risks of Organizational Accidents, 1997
19 James Reason Why bad things happen
20 System Model
21 Understanding adverse events Causes Investigation
22 Unsafe Acts Errors Non-Compliance (Violations) Willful Intent to Harm (Sabotage) Errors do occur (all the time) Easiest cause to see Easiest cause to deal with Punishing people for committing errors does not lead to a safer system (probably the opposite)
23 Look alike packaging
24 Look alike labeling
25 System Model (#2) Safety Should be Engineered into the System Human Errors Poor Human Engineering Failure to Design Systems According to Cognitive Strengths / Weaknesses of Front-Line Workers Making a safer system Redesign Systems Make it Hard to Make Mistakes Reminders Alerts Forcing Functions Continual process improvement Measure Key Process Indicators James Reason, Managing the Risks of Organizational Accidents, 1997
26 System Design Every system is perfectly designed to achieve the results that it gets. Don Berwick
27 Patient Safety Strategy Creating a Culture of Safety
28 Patient Safety Strategy PATIENT SAFETY Provider Error Safety Culture High Reliability Human Factors System Factors
29 Why a focus on culture? I came to see, in my time at IBM, that culture isn't just one aspect of the game; it is the game. Lou Gerstner Jr. Chairman & CEO (Retired )
30 National Quality Forum
31 Top Five NQF 30 Safe Practices *
32 Making Healthcare Systems Safer Organizational Safety Culture J Reason & A Hobbs. Managing Maintenance Error. 2003
33 Making Healthcare Systems Safer HAZARD IDENTIFICATION ANALYSIS RECOMMENDATIONS PERFORMANCE MEASUREMENT EVALUATION RESEARCH SYSTEM IMPROVEMENT STRATEGIES / DESIGN TESTING IMPLEMENTATION
34 Safety Policies a Contract Between the Region / Providers AND Patients DISCLOSURE (Harm) Between Providers AND the Region REPORTING (Hazards / Close Calls / Harm) Between the Region AND its Providers JUST & TRUSTING Between the Region AND its Principal Healthcare Partners / Stakeholders INFORMING
35 Safety Policies
36 Just & Trusting Culture Two types of Evaluations (Separate) Safety Analysis Focus on systems Structured analytical approach ( RCA like ) Administrative Review Evaluates the actions of healthcare providers Roles, responsibilities, competencies In the context of the safety evaluation
37 Errors Just & Trusting Culture Region s Response to Provider s Actions The failure of a planned action to be completed as intended The Region will not discipline Non-compliance Deviations from established policies / standards The Region will evaluate the appropriateness of i) the policies & standards and ii) the circumstances leading to the non-compliance Willful Intent to Harm The Region will not tolerate disciplinary action will be taken & criminal investigations may result
38 Reporting where is the focus?
39 WHO Reporting Systems
40 Reporting - Key Concepts Focus is on LEARNING Safety Hazards (Hazardous situations) not Incidents or Errors Safety Learning Reports not Incident Reports
41 Safety Learning Reporting System March 11, 2008 Focus Hazards Close Calls Adverse Events Confidential Easy to use Each report is reviewed Status of reports can be tracked
42 Safety Learning Reporting System
43 Disclosure a risky business?
44 Disclosure Policy The Disclosure Process includes: 1.Acknowledging the harm to the patient 2.Providing an apology for the harm 3.Disclosing factual information about how the harm occurred
45 Level of harm Disclosure Policy Determines who will be involved in disclosure Coordination / communication vital Discretion For close calls (nearly harmed) Support for Health Partners For patients and their families For staff, physicians, health professionals involved
46 Managing Risks to: Managing Adverse Events Patients / Families Other Patients Healthcare Providers The Organization (reputation)
47 Managing Adverse Events Adverse Event
48 Managing Serious* (Potential) Adverse Events SERIOUS* (POTENTIAL) ADVERSE EVENT IMMEDIATE MANAGEMENT RESPOND Resuscitate patient Ensure environment safe Secure equipment Protect other patients Offer initial support Notify Disclosure (Acknowledgment) Clinical Safety Evaluation Initial Timeline INITIAL ASSESSMENT CONTINUING MANAGEMENT ADVOCATE COMMUNICATE EVALUATE ASSIGN A PATIENT ADVOCATE DISCLOSURE TO PATIENT & FAMILY SAFETY ANALYSIS ONGOING SUPPORT FOR PATIENT & FAMILY SAFETY LEARNING REPORT ADMINISTRATIVE REVIEW ONGOING SUPPORT FOR HEALTHCARE PROVIDERS INFORMING * Serious Fatal or Severe (loss of limb or organ function or resuscitation required to sustain life) or substantial risk thereof (close call)
49 Person or System Model?
50 Managing Adverse Events Informing Sending a Strong Message of Transparency Opening the Possibility for Healing
51 Managing Serious* (Potential) Adverse Events SERIOUS* (POTENTIAL) ADVERSE EVENT IMMEDIATE MANAGEMENT RESPOND Resuscitate patient Ensure environment safe Secure equipment Protect other patients Offer initial support Notify Disclosure (Acknowledgment) Clinical Safety Evaluation Initial Timeline INITIAL ASSESSMENT CONTINUING MANAGEMENT ADVOCATE COMMUNICATE EVALUATE ASSIGN A PATIENT ADVOCATE DISCLOSURE TO PATIENT & FAMILY SAFETY ANALYSIS ONGOING SUPPORT FOR PATIENT & FAMILY SAFETY LEARNING REPORT ADMINISTRATIVE REVIEW ONGOING SUPPORT FOR HEALTHCARE PROVIDERS INFORMING * Serious Fatal or Severe (loss of limb or organ function or resuscitation required to sustain life) or substantial risk thereof (close call)
52
53
54 We learned..... to listen and speak publicly with more families
55 Public Forum October 2005 Canadian Healthcare Safety Symposium Halifax 5
56 A healing journey for individuals
57 A healing journey as a group Patient / Family Safety Council 13 patients / family members & Regional support
58 Trust / Transparency Safety Agencies Healthcare Organizations Public Regional HC Providers
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