Patient Safety: Facilitating partnership Patients

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Patient SafetyFacilitating partnershipPatients
Staff
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Patients know we have a safety problem

• Questionnaire to 26,313 patients
• Response rate 58
• 20 reports medical errors
• 23 who discovers the error

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33
63
Source LUP 2006 (Cph 2007)
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Patients possess unique knowledge
50
Adverse events from chart review
20
34
Patients report of adverse events
Source 2 sider af samme sag.(Cph, RH, 2006
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Patient empowerment

• Patients contribute to build a culture of safety
  by
• Asking about results and treatments they dont
  understand
• Taking an active role in keeping track of
  medications, examinations and results
• Pointing out unsafe places, situations and
  communications
• By becoming an active part of the H C System

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Barriers against patient involvement

• The staff
• Allow the patient to be a patient. They have
  enough to think about already
• Patients get nervous when we talk about risks
• Patients mix up bad service, breakdowns, errors
  or adverse events
• We havent time to all that cosy chat we are
  understaffed and overworked

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Patients for Patient Safety

• World Alliance for Patient Safety
• Danish workshop 2007 April
• 13 Danish Champions
• All experienced an adverse event

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Patients for Patient Safety

• Please Listen!

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Champions recommendations

• Talk to us
• Meet us where we are
• Listen to us, and hear what we are saying
• Respect our experiences - they are genuine
• Include us
• See us as genuine partners
• Use our knowledge and experience
• Cooperate with us

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When patients have been harmed

• 1) Take action to prevent further harm
• 2) Tell the truth and take responsibility
• 3) Apologize
• 4) Involve us in your root cause analysis
• 5) Prevent the adverse event from happening again

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Response to the Champions Recommendations

• How do we fulfil the needs of both Patients and
  HC staff?

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Response to the Champions Recommendations

• Stakeholder Consensus Process
• Hospital owners
• Local Government representatives
• Professions
• Patient organisations
• Patients for Patient Safety

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Stakeholder Consensus Recommendations

• Apologize when Patients are harmed or put at risk
• Give an explanation on what, why and how it
  happened and will be prevented in future
• Give information on how the harm will be
  minimized

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Stakeholder Consensus Recommendations

• Apologize because
• It is the right thing to do
• It helps the Patient to recover self-esteem
• It helps the Patient to recover confidence
• The relationship between the Patient and HC Staff
  is build on mutual confidence, respect and
  openness
• It will help the HC Staff

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Stakeholder Consensus Recommendations

• Hospital Leaders
• Implement a policy on how to take care of
  Patients harmed
• Implement a policy of how to take care of HC
  Staff involved in adverse events

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Patient Champions Activities

• Beyond the recommendations .
• Talks at local, regional and national meetings
• Participate in Patient Safety Walk Around
• Collaborate with local risk managers
• Participate in open house arrangement
• Distribute Patient Handbook
• Brain storm about patient council
• ... Any other good ideas?

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Ten tips for patients
1. Speak up if you have any questions or concerns
2. Let us know about your habits 3. Take notes
during your stay 4. More ears listen better 5.
You can let somebody else handle your
consultation 6. Check your personal data 7. Ask
about your operation 8. Tell us if it hurts 9.
Before you are discharged ask how your care
shall continue 10. Know the medicines you are
taking
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Patient Handbook A patients guide to a safer
hospital stay

• A travellers guide for patients to the
  unknown culture called health care sector