risk management: best practices to optimize prevention all-grantee meeting, washington d.c. june 24,...
TRANSCRIPT
Risk Management: Best Practices to Optimize
Prevention
All-Grantee Meeting, Washington D.C.June 24, 2008
Petra S. Berger PhD RN, CPHRMHealthcare Quality, Risk & Patient Safety Consultant
[email protected] - Phone: 517–281-7816
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Learning objectives
• Discuss concepts and tools of risk management, patient safety and integration with quality improvement
• Describe ten clinical risk factors (process & outcome) common @ Health Centers, along with strategies of risk prevention & control
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VITAL BRIDGE OVER TROUBLED WATERS
QUALITY MANAGEMENT
Patient Safety = Q. I. Risk Management = identify risk – respond –
prevent
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DIVERSE QUALITY & RISK GOALS on O N E Platform
• Efficiency & Cost control• Access to care; Referral mgt
• Patient Satisfaction
• Clinical Effectiveness
• Regulatory compliance
• Patient Safety vs. error, delay, omission
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PURPOSE x 3: RISK MANAGEMENT
• STOP & PREVENT HARM = Patient Advocacy
• PROTECT the Healthcare facility from – litigation and financial loss – patient and community distrust
• PROTECT involved Providers & Staff
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Health Center Trends and Issues
Claims Occurrence• Error in Diagnosis 30%• Treatment related 21%• Medication related 10% • OB Related 22% • Surgical Procedures 6%
Claims Location Health Center 65% Hospital 35%
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Liability Analysis: Allegation of NEGLIGENCE
Duty – based on existing provider-patient relationship;To exercise degree of care that a reasonable &competent provider would exercise under sameor similar circumstances
Breach of DutyPlaintiff must show that defendant failed to exercise‘reasonable’ care, and adherence toestablished clinical standards (expert testimony)
Injury proximately CAUSED by breach (foreseeable)
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Case Example: Medication Monitoring
• 58-year-old male patient is scheduled for a major diagnostic procedure at the hospital where a certified registered nurse anesthetist (CRNA) provides conscious sedation.
• A required copy of the clinic medical record is sent preoperatively. No mention is made of the patient’s seizure medication.
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Case Example: Medication Monitoring
• No recent blood level had been obtained related to the patient’s seizure medication.
• Patient compliance with the medication was unknown.
• The patient underwent scheduled procedure
• The patient experienced a grand mal seizure during the procedure and had a respiratory arrest. Intubation was delayed and the patient suffered permanent brain damage.
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Liability Analysis Duty? Breach? Injury? Damages?
A. Standard of Care - prelude to Q. measuresMonitoring patient medication & document
Test result reported to & signed off by provider
Patient notified & documented
Treatment plan updated, w/ or w/out change
Medical records accurate & comprehensive
B. CRNA & hospital standards of care
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PRIMARY STRATEGY OF RISK CONTROL Risk Identification & Analysis
• Event or Claims review: Root Cause analysis
• Incident reporting - adverse event (1 - 30%)– Omitted or delayed diagnostic workup– Adverse medication event– Patient or family complaint or feedback – Staff feedback & surveys– ‘Risk reporting marathons’ = snapshots
• Occurrence Screens – Missed appointments; Waiting times
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Risk process #1: Patient communication
• Patient assessment & interview
• Treatment planning & Goal contracting– Non compliance – Termination of care
• Informed Consent / refusal
• Health instruction – literacy – interpreters– Explain back / read back
• Patient feedback & complaints
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Informed Consent – or refusal
• Used whenever an invasive procedure is proposed that carries a risk of harm
• Medical Provider has discussion of the– Procedure and benefits (P)– Risks of the procedure ( R)– Alternatives to the procedure (A)– Questions asked (Q)
• What should be documented?– Consent process, any questions answered
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Complaints & Regulatory requirements
• CMS CoP - Infraction of patient rights IF
– Evidence of non responsiveness– Non-resolution of complaint or grievance
• Complaint = verbal, informal, promptly resolved• Grievance = req. investigation; 7d TAT; appeal
• Develop P&P w/ time frame & implement
• Inform patients on how to report a concern– Use grievance committee as needed‘Pt Complaints & Grievances–No Leeway for Lapses in Resolution’ RMPSI IE08/13/07
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Complaints: Preventive factors
• Organizational Factors– Culture of Patient centeredness– Certain care processes that invite complaint
• Medical Provider & Staff Factors– Communication skills; Clinical skills– Time pressure, fatigue, frustration
• Patient Factors– Difficulty understanding; feeling abandoned – Stress of diagnosis, finance, grief, fear– Somatizing; non adherence
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Disclosure – What and How
• Known Facts – s/p investigation– Same as documentation, medical record– SUMMARY: Sequence of events – SUMMARY: Discovered Cause(s) per evidence– Clinical results & effects on patient
• “Corrective actions taken” – no staff names
• Empathy & concern expressed to patient • Apology if error made and harm caused
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Risk Process #2: Organizational & Provider Communication
• Flow & Availability of Organizational Information (P & P, Staff Educ., Pt. Info., MR)
• Inter-provider team relations; conflict mgmt
• Communication breakdowns occur during hand-off at transition points from one provider to another -- verbal & written
• Communication barriers are cause of 2/3 of serious medical errors (JC reports)
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Risk process #3: Litigation review ofMEDICAL RECORD DOCUMENTATION
• ?Treatment rationale; ?Diagnostic Follow Up• Omissions \ delays in needed care• Contradictions; confusion between provider• Finger pointing; subjective statements• Corrections: Write overs & White out• Illegibility & error prone abbreviations• Altered Medical Records; “Late entries” • Do not mention ‘incident report completed’
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Risk process #4: Clinic Operations (systems)
• Continuum of care (62% claims) & F. U.– vs. Fragmentation across settings – Referral management
• Diagnostic test tracking • After hours coverage & Telephone triage• Access to care & No shows • Missed Appointments:
– Tickler system, patient return for annual exams, FU tests, preventive screens
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Risk process #5: Clinical Practice • Medical evaluation & Treatment
– Complex medical conditions: Cancer, Co-morb.– Medication therapy; Pre-natal risk factors– Pre- and post-surgical patient evaluation
• Use of Practice Guidelines: decr. variability– Asthma, Anticoagulants, Stroke, Pediatric Fever
• Guarding against Complications (preventable)– OB, Surgical procedures, Emergency
Sample protocols can be accessed at http://www.guideline.gov/
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Risk Outcome # 6:
Diagnostic Error, Delay, Oversight
Most frequentCancer – Myocardial infarction – Stroke –
Meningitis – Acute abdomen – Fractures – Prenatal risk factors – Infections post surgical
Factors• Atypical signs & symptoms• Incomplete or inaccurate information
about medical history; many co-morbidities
• Insufficient diagnostic work up; Delays
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Confirmation Bias
Paris in the
the Spring Once we decide that we “know” what
something is, we tend to exclude or neglect information that may be contrary to our original perceptions
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Diagnostic Test tracking
per Flowchart & Checklist
– Test ordered by med. provider & log– Request form created - copy retained
– Test completed - patient compliance?– Results received and logged in / ck
log– Results reported to provider (same
day for abnormal /critical value results) – Patient notification documented
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Risk process # 7: Medication Safety
Adverse Medication events related to phases:
Product labeling, packaging, nomenclature Prescribing: Indications, interaction, off label
– Antibiotics, anticoagulants, narcotics, cardiovascular, steroids
Dispensing: compounding, distribution error Administration: wrong drug/ dose/ route Source: National Coordinating Council on Medication Error Reporting and Prevention –www.nccmerp.org
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Risk process #8: EQUIPMENT – EOC – EMERGENCY RESPONSE
Emergency protocols implemented and monitored for
• Medical emergency
• 1 BLS trained staff on-site at all times
• Crash cart (incl. pediatrics) & checks
• Behavioral emergency
• Building /weather (power outage; fire)
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Behavioral Emergencies
• OSHA cites healthcare facilities under general duty clause for failure to prevent patient violence against healthcare workers
• Medical providers & staff exposed to potentially dangerous confrontations incl. ill-intended trespassers
• Security audits needed to reveal problems• Address potential risk of violenceSource: ECRI, HRC Risk Analysis – Overview: Managing Risks in Physician Practices, July
2003.
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EQUIPMENT LIABILITYMonitoring to protect against risk
• THE EQUIPMENT WAS: appropriate for procedureused in reasonable manner (vs. ‘user error’) inspected for obvious defects prior to useon regular preventative maintenance
schedule• All staff using the equipment were
adequately EDUCATED AND TRAINED• Procedures developed & staff trained on
how to respond in case of equipment failure
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Environment of CareInfection control & Hazardous Material
• Develop, implement & monitor an Infection control (I.C.) plan pertinent to pt population
• Involve I.C. professional
• Protect staff, providers, patients, and visitors from hazardous material – BBP
• Trend I.C. events & take corrective action
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Risk process #9: Clinic Staff performance
• Staff qualification & orientation – Qualified staff– Clear, written directives– Job-tailored Training, initial & ongoing– Human factor remedies: distraction,
memory overload, fatigue, confirmation bias
– Performance feedback (data based)– Staffing levels & Material resources
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Accountability & Just Culture
• Imperfect behaviors, lapses, oversight– Inadequate realization of risk, inadequate
diligence – systems barriers & gaps?
• At-risk behaviors -- e.g. shortcuts– Intentional conduct that unintentionally
increases risk: non compliance: double check
• Reckless behavior – Recognition of high risk but risk is disregarded – Intentionally hazardous acts
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Credentialing Focus Initial vs. Re-credentialing
• INITIAL: Licensure verification, References re: privileges Qualifying education & experience, NPDB ck Provisional credentialing and Proctoring
• RE-CREDENTIALING: need Quality & Risk data– Which measures to select & how to
obtain
– What to do with quality & risk information
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Risk process #10: Provider performance, MS
• Quality measures = trending• Service Volume – Guideline adherence • Documentation – Prescription review
• Peer Review = Risk events • Adverse outcomes; Inadequate processes• Complaints; Disruptive behavior • Proctoring & Provisional Credentialing
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Credentialing Files: Risk & Quality section
• Credentialing files organized into 2 sections• Top Confidential, keep secured• Separate Quality file per practitioner
– Sect. A - Quality data trends
Guideline adherence; MR Documentation
– Sect. B - Risk data: events & practice patternP.C.E. = Potentially compensable eventPt. c/o; RCA results; Peer review reports
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Medical Record “Pertinence” Review
• Adequate health history & physical exam as pertinent to pt. presentation & complaint
• Clinical risk factors ID’d on Tx plan• Conclusions & Dx supported by findings• Diagnostic & therapeutic orders supported• Patient /family involved in Tx plan• Progress notes indicate continuity of care• Consulting providers support Tx plan • Abnormal findings addressed
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California Dept. Managed Health Care (DMHC) Fines Kaiser Health Plan for Lack of Quality Oversight (7/07)
DMHC observed that of 228 peer-review files, one-third were deficient, such as
• Not handling quality concerns promptly • Not fully considering a physician’s
complaint history in evaluating peer-review matters
• Not carrying out corrective actions
HRC Alerts at http://www.ecri.org
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External Peer Review
• Purpose – Baseline data \proctor role \SE case review
• Contract w/ external qualified physician– Designate external MD as official member of peer
review committee of requesting facility– A contract protects MD reviewer under HCQIA– MD reviewer stays anonymous & unidentified– MD may clarify questions re: findings, BUT:– External reviewer is adjunct to internal peer
review decision; NOT involved w/ investigation