creating a culture of safety within bc emergency health services through the patient transport...
DESCRIPTION
This presentation was delivered in session F2 of Quality Forum 2014 by: Katharine Chan Leader, Quality, Patient Safety and Accreditation BC Emergency Health Services Richard Mullin Emergency Call Taker BC Emergency Health ServicesTRANSCRIPT
Creating a Culture of Safety within BC Emergency Health Services through the Patient Transport Coordination Centre (PTCC) Improvement Project
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Introductions
Katharine Chan, BSc, MSc Leader, Patient Safety, Quality and Accreditation (Project Facilitator)
Rich Mullin, PCP, EMCT Paramedic, Emergency Medical Call Taker (Project Lead)
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Disclosure Information
We do not have involvement with any commercial or other industry interest
We are unable to identify any potential
conflict of interest and have nothing to disclose
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Background
• Objective – To improve communication within PTCC and with other programs
• Phase 1 (March - June 2013) PTCC
• Phase 2 (July 2013) Patient Transfer Network (PTN) and PTCC
• Phase 3 (August 2013) PTCC, PTN, Critical Care Operations
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Back in March 2013
• There were a number of patient safety events related to PTCC communication processes.
• Issues identified by the Baseline Staff Survey: • Training materials • Documentation • Staff Roles and Responsibilities • Service Objective • Staff Morale and Recognition
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Initiatives
• Call Taker Workflow, Roles and Responsibilities • Huddles • Service Objective • Listen and Observe Opportunities • Social Meet and Greet Opportunity • Peer to Peer Quality Pin Nominations • Promoting reporting of Patient Safety Concerns
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How did we measure improvements?
• Documentation completion rate • Percentage of PSLS Events identified in a
Huddle • Pre-Post Emergency Medical Services –
Safety Attitudes Questionnaire (SAQ) • Percentage of staff who had a listen and
observe opportunity • Number of Q Pin nominations
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Huddles
How did we start huddles? What was the outcome? Why were they successful?
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Emergency Medical Services – Safety Attitudes Questionnaire Final Evaluation
Teamwork Climate Safety Climate
Job Satisfaction Perceptions of Management
Working Conditions Stress Recognition
• Sexton JB, Helmreich RL, Neilands TB, et al. The Safety Attitudes
Questionnaire: psychometric properties, benchmarking data, and emerging research. BMC Health Serv Res. 2006;6(44):10.
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Current State – February 2014
• Sustainment
• Daily Huddles at all 3 Dispatch Operations Centres: • Vancouver • Kamloops • Victoria
• Weekly Provincial Huddle Updates
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Acknowledgements
• BCEHS Service Delivery • PTCC Staff • PHSA - BCEHS Quality, Safety, Risk
Management and Accreditation • Friends and families who supported us
along the way
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Some wise words from Butterscotch Mullin
