carilion trust team: healing our own · 3/3/2018 · carilion trust team: healing our own neely...
TRANSCRIPT
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Carilion TRUST Team: Healing Our Own
Neely Conner, Practice Manager Carilion EAP Josh Clark, Sr. Director Quality & Patient Safety
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About Us
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Objectives
• Review the term "Second Victim“ • Understand the impact to second victims • Review the purpose and responsibilities
of a Second Victim Support Program
• Discuss key strategies to successfully implementing a Second Victim Support Program and challenges that may arise
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Defining “Second Victim”
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The Second Victim Phenomenon
“Sadly, the kind of unconditional sympathy and support that are really needed are rarely forthcoming.” - Albert Wu
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Powerful Examples
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Predicting Second Victim Impact
• Patient outcome The more severe the morbidity the greater the impact
• Degree of personal responsibility The more responsible, the more damaging the error
Engel KG, et al. Acad Med. 2006;81:86-93.
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– Who is the team? – First Responders – Patient Safety Specialists – Outreach Providers – Peer Supporters – Employee Assistance
– What is the process? • Warm Handoff • Proactive Assessment and Engagement • Tracking and Monitoring • Research
Response to an Event
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TRUST Team Process
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First Responders and Safewatch
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0
20
40
60
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2015 2016 2017 2018
Number of Referrals Successful Resolution Decline Outreach #REF!
Referral Results
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Outreach
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Supportive Resources
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• Capturing appropriate referrals and consults
• Awareness of the program throughout the system
• Ensuring peer and first responders maintain competency
• Supporting non-employees
Implementation Challenges
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Moving Forward • Research on Program Efficacy
• Improving SafeWatch referral function
• Increasing confidence of First Responders
• Establishing First Responder Groups at Community Hospitals and ambulatory sites
• Creating education for family members of Second Victims
• Aligning Resources to accommodate volumes