HEALTHCARE IMPROVEMENT SERIES

Drive error prevention and positive patient outcomes

Recent research estimates up to 440,000 Americans are dying annually from preventable medical errors.

 

The most shocking revelation of this research is that preventable medical errors are the third leading cause of death in the U.S., after heart disease and cancer. Said a different way, doctors and hospitals are responsible for more deaths each year than cerebrovascular disease, chronic respiratory diseases, accidents, diabetes, Alzheimer’s disease and pneumonia.

 

This underscores the need for patients to protect themselves and their families from harm, and for healthcare organizations to make patient safety a priority.

 

The key, actionable word is “preventable”- and the focus is human error- not technology or equipment.

 

GOALS

This workshop is focused on driving your healthcare organization towards becoming a High Reliability Organization (HRO) by equipping every individual, whether clinical or non-clinical, with the understanding of how human errors occur and their role in error prevention, and equipping them with immediately actionable human Error Prevention Tools.

 

The skills taught in this workshop will provide your organization with the capability to significantly reduce events of harm through the effective application of proven Error Prevention Tools.

 

DESCRIPTION

In order to properly introduce you to Human Performance Error Prevention, we first present and discuss topics that set the context, such as:

    • Why events happen
    • Why errors occur
    • Three error classifications
    • Two error types
    • Roles of the individual in error prevention

 

The focus then shifts to the presentation, discussion, and practice of human Error Prevention Tools. General categories for these tools include:

    • Individual Human Performance Tools
    • Work Team Human Performance Tools
    • Management Human Performance Tools

 

Within each of these categories, the specific tools are further broken-down and presented in groupings, such as:

    • Self-check or self-verification tools
    • Work Preview tools
    • Communication tools
    • Speak up for Safety tools
    • Promote Teamwork tools

 

FORMAT

Workshops are offered in several formats:

    • Traditional classroom setting for general audience – 4 hours
    • Traditional classroom setting with a tailored, organization- specific, scalable format ranging from 4 – 8 hours.
    • Webinar

 

WHO SHOULD ATTEND

This workshop, and subsequent successful implementation, requires top-down involvement, therefore organization-wide participation is highly recommended.

 

 

Today’s customers (aka “patients”) can share their rants and raves about their healthcare experiences almost instantly via social media. That’s why, more than ever, your patients’ experiences are central to business performance.

 

An exceptional experience can produces loyal promoters who refer friends, shun competitors, and forgive the occasional mistake.

 

Many healthcare organizations measure patient satisfaction. Leading healthcare organizations recognize that while those surveys reveal a wealth of information, pro actively managing their patients’ experiences brings value for the patient and the organization, and leaves the patient feeling understood and confident in your organization. The result is real-time improvements in referrals, reputation and revenue.

 

GOALS

The primary goal is to develop positively memorable patient experiences that drive patient loyalty in the form of increased referrals, reputation, and ultimately revenue.

 

This workshop is focused on driving your healthcare organization towards becoming a patient centered organization by developing an understanding of the patient experience through the patient’s eyes.

 

The methodology and skills taught in this workshop will provide every individual in your organization, both clinical and non-clinical, with awareness and understanding of their critical role in creating these patient experiences, and equipping them with immediately actionable Patience Experience Mapping tools

 

DESCRIPTION

To properly introduce Patient Experience Mapping, we first present and discuss topics that set the context, such as:

    • Develop an understanding of the patient experience through the patient’s eyes.
    • Understand how customer experiences are impacted by the organization.
    • Core service vs. patience experience
    • Moments of Truth
    • Roles of the individual in creating positive patient experiences.

 

The focus then shifts to the presentation, discussion, and application of the Patient Experience Mapping methodology.

    • Selecting and analyzing your organization’s patient experiences for improvement.
    • Examine the opportunity to pro-actively create a new experience for the patient.
    • Develop an implementation plan. To make it happen

 

FORMAT

Workshops are offered in several formats:

    • Traditional classroom setting for general audience – 4 hours
    • Traditional classroom setting with a tailored, organization-specific, scalable format ranging from 4 – 8 hours.
    • Webinar

 

WHO SHOULD ATTEND

This workshop, and subsequent successful implementation, requires top-down involvement, therefore organization-wide participation is highly recommended.

    • A Leadership Session to develop understanding, buy-in, and select the patient experiences for team assignment..
    • Either in-tact or cross-functional teams to analyze and design the new patient experience.

 

 

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