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How can we truly learn from patient’s poor experiences?

How can we truly learn from patient’s poor experiences?. Murray Anderson- Wallace & James Titcombe. Once upon a time…. But why this approach?.

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How can we truly learn from patient’s poor experiences?

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  1. How can we truly learn from patient’s poor experiences? Murray Anderson-Wallace & James Titcombe

  2. Once upon a time…

  3. But why this approach? • Organisations and professions tend to be overly rational, logical, structured and driven by unemotional discourses and mechanical modes of operation • Stories can help reconnect us with our sense of humanity and stimulate discussions about the moral & ethical dimensions of practice • In cases of avoidable harm, the relationship of trust is broken and story-telling can support “moral repair”

  4. “If there is one lesson to be learnt, I suggest it is that people must always come before numbers. It is the individual experiences that lie behind statistics and benchmarks and action plans that really matter, and that is what must never be forgotten when policies are being made and implemented.’ Robert Francis QC 2010

  5. Julie’s Story

  6. The “IR1” Incident: Carmen J Cause of incident:              Communication Failure Actual Impact: None Outcome:                             Near miss Impact on person:              BLANK Consequence:                      Minor (2) Likelihood of recurrence: Do not expect it to happen again but it is possible Grade:  Moderate Remediable causes: BLANK Outcome:   Raise awareness Lessons Learned:   BLANK Action taken: Send to bed manager for response

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