A Proactive Approach to Patient Advocacy

February 9, 2017

Summary

Creating a culture of trust is key to improving professional conduct and, ultimately, patient safety. Thinking about that, Whitney Perez, Patient Advocate, and Kevin Krupp, Risk management & Patient Safety Specialist, launched a Speak Up program at Memorial Healthcare to encourage staff to submit clinical concerns and professional behavior cases through the RL system. They walked us through how the program came to life and the results of it on our webinar.

It all started when they realized that part of the problem was that not everyone was comfortable having difficult conversations and speaking up about a conflict in the workplace. So, the Speak Up team asked staff about what barriers kept them from reporting on professional behaviors. They found that some of the common reasons were “fear of retaliation from colleagues or leadership”, “not seeing changes through”, “fear of putting someone else in trouble” and “the behavior only happened once”.

To address these challenges, they’ve conducted education sessions and implemented submission through their feedback system. Giving staff the option of submitting anonymously and ensuring that the file is sent only to the system admins – not management – helped create trust in the program, making people more comfortable when reporting on peers, managers and clinical staff. 

As Perez says on the presentation, it’s impossible to fix what is not known. Having a paper trail behind these situations is key to track behaviors, analyze the trends and work on the next steps to fix the problem. Watch the webinar for the full details.

Speakers

Whitney Perez
Patient Advocate
Memorial Healthcare

Kevin Krupp
Risk Management & Patient Safety Specialist
Memorial Healthcare

Memorial Healthcare

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