Creating a Culture of Safety within BC
Emergency Health Services through the
Patient Transport Coordination Centre
(PTCC) ...
Introductions

Katharine Chan, BSc, MSc
Leader, Patient Safety, Quality and Accreditation
(Project Facilitator)

Rich Mull...
Disclosure Information

We do not have involvement with any
commercial or other industry interest
We are unable to identif...
Background
• Objective – To improve communication
within PTCC and with other programs
• Phase 1 (March - June 2013)
PTCC

...
Back in March 2013
• There were a number of patient safety events related
to PTCC communication processes.
• Issues identi...
Initiatives
•
•
•
•
•
•
•

Call Taker Workflow, Roles and Responsibilities
Huddles
Service Objective
Listen and Observe Op...
How did we measure improvements?
• Documentation completion rate
• Percentage of PSLS Events identified in a
Huddle
• Pre-...
Huddles

How did we start huddles?
What was the outcome?
Why were they successful?
8
•

Delete this box if not required
Emergency Medical Services – Safety Attitudes
Questionnaire Final Evaluation
Teamwork Climate
Safety Climate
Job Satisfact...
•

Delete this box if not required
Current State – February 2014
• Sustainment
• Daily Huddles at all 3 Dispatch Operations
Centres:
• Vancouver
• Kamloops
•...
Acknowledgements

• BCEHS Service Delivery
• PTCC Staff
• PHSA - BCEHS Quality, Safety, Risk
Management and Accreditation
...
Some wise words from Butterscotch Mullin

14
Questions?

Katharine Chan
Katharine.Chan@bcehs.ca
Rich Mullin
Richard.Mullin@bcehs.ca

15
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Creating a Culture of Safety within BC Emergency Health Services through the Patient Transport Coordination Centre Improvement Project

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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 Services

Published in: Health & Medicine
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  • Katharine
  • Rich to define what PTCC does (coordinates all air and ground transport for inter-facility transfers for the province).
  • Katharine
  • Katharine
  • Rich
  • Katharine
  • Katharine
  • Rich
  • Total Number of PSLS Events for Service Delivery = 263
    Median (Pre-Implementation) = 19.0%
    Median (Post-Implementation) = 32.9%
    Last month, over 50% of the events reported in PSLS related to Service Delivery were identified in a safety huddle.
  • Katharine
  • The purpose of the survey was to assess the safety culture within PTCC before and after the implementation of the project initiatives. The PTCC Improvement Team conducted a pre survey before implementation and a post survey after implementation of the project initiatives to assess whether improvements were made.
     
    The Pre Emergency Medical Services – Safety Attitudes Questionnaire was rolled out between April 12 2013 and April 26 2013. A total of 30 surveys were given out and 27 were returned (90% response rate). Two (6.7%) responders refused to complete the survey and one (3.3%) was not returned.
     
    The Post Emergency Medical Services – Safety Attitudes Questionnaire was rolled out between August 6 2013 and August 28 2013. A total of 30 surveys were given out and 25 were returned (83.3% response rate). Two (6.7%) responders refused to complete the survey and three (10.0%) were not returned.
     
    The component of culture with the largest improvement in mean scale score was Safety Climate, increasing from 55.7 (out of 100) to 63.1 (out of 100) which corresponds to a 13.3% increase.
  • Rich
  • Creating a Culture of Safety within BC Emergency Health Services through the Patient Transport Coordination Centre Improvement Project

    1. 1. Creating a Culture of Safety within BC Emergency Health Services through the Patient Transport Coordination Centre (PTCC) Improvement Project
    2. 2. Introductions Katharine Chan, BSc, MSc Leader, Patient Safety, Quality and Accreditation (Project Facilitator) Rich Mullin, PCP, EMCT Paramedic, Emergency Medical Call Taker (Project Lead) 2
    3. 3. 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 3
    4. 4. 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 4
    5. 5. 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 5
    6. 6. 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 6
    7. 7. 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 7
    8. 8. Huddles How did we start huddles? What was the outcome? Why were they successful? 8
    9. 9. • Delete this box if not required
    10. 10. 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. 10
    11. 11. • Delete this box if not required
    12. 12. Current State – February 2014 • Sustainment • Daily Huddles at all 3 Dispatch Operations Centres: • Vancouver • Kamloops • Victoria • Weekly Provincial Huddle Updates 12
    13. 13. Acknowledgements • BCEHS Service Delivery • PTCC Staff • PHSA - BCEHS Quality, Safety, Risk Management and Accreditation • Friends and families who supported us along the way 13
    14. 14. Some wise words from Butterscotch Mullin 14
    15. 15. Questions? Katharine Chan Katharine.Chan@bcehs.ca Rich Mullin Richard.Mullin@bcehs.ca 15

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