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

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

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Questions?

Katharine Chan [email protected]

Rich Mullin [email protected]