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Canadian Patient Safety Institute

Canadian Patient Safety Institute. Communicating after an adverse event. What’s going to happen…. Overview of CPSI CPSI Advisory Committees The Canadian Disclosure Guidelines Information Sharing Template Questions and Suggestions. Adverse Events.

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Canadian Patient Safety Institute

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  1. Canadian Patient Safety Institute Communicating after an adverse event

  2. What’s going to happen… Overview of CPSI CPSI Advisory Committees The Canadian Disclosure Guidelines Information Sharing Template Questions and Suggestions

  3. Adverse Events • Between 9,000 – 24,000 people die because of preventable harm in healthcare each year. • There are more deaths each year due to adverse events or preventable harm in Canadian hospitals than deaths from breast cancer, motor vehicle collisions and HIV combined.

  4. Creation of CPSI In 2003 at a Deputy Minister’s conference in Saskatoon it was determined that there is a need for a national body focusing on Patient Safety………..so here we are.

  5. Mandate Building a safer healthcare system

  6. Click to ad text

  7. CPSI’s Strategic Direction • Education • Research • Tools and Resources • Interventions and Programs

  8. CEO of CPSI Philip Hassen is the former Deputy Minister of Health in Ontario.

  9. Overview of Education Director of Education Dr. Laurie Taylor

  10. Overview of Education • Governance for Quality and Safety • Canadian Patient Safety Officer Course • Simulation • Halifax 9 • Studentships • Patient Safety Competencies

  11. Overview of Research Director of Research Joe Gebran

  12. Overview of Research Home Care Long Term Care Mental Health Services Emergency Medical Services Primary Health Care Building Capacity through Research Patient Safety Chair

  13. Overview of Tools and Resources Director of Tools and Resources Paul Beard

  14. Overview of Tools and Resources Event Analysis Electronic Health Record Canadian Disclosure Guidelines Canadian Adverse Event Reporting and Learning System (CAERLS) WHO Safe Surgery Saves Lives Human Factors Teamwork and Communication Canadian Medication Incident Reporting and Prevention System (CMIRPS) Bar Coding

  15. Overview of Interventions and Programs Director of Interventions and Programs Marie Owen

  16. Overview of Interventions and Programs World Health Organization High 5’s Patients for Patient Safety Canada Infection Control Hand Hygiene Campaign Safer Healthcare Now!

  17. Overview of Communications Director of Communications Cecilia Bloxom

  18. Overview of Communications Information Manager Ali Alidina

  19. Overview of Communications Communications OfficerKelly Bowman

  20. Overview of Communications Administrative AssistantJody White

  21. Overview of Communications Website Coordinator Abisaac Saraga

  22. Overview of Communications Translation Internal Communication Media External Communication Websites Communities of Practice Advisory Committee Visual Identity Stakeholder Database Event Planning Canadian Patient Safety Week

  23. CPSI’s Advisory Committees • Education and Professional Development • Health System Innovation • Information and Communication • Legal and Regulatory Affairs • Research and Evaluation

  24. Legal and Regulatory Affairs • The Canadian Disclosure Guidelines are intended to assist and support healthcare providers, inter-professional teams, organizations, and regulators in developing and implementing disclosure policies, practices and training methods across Canada. • These guidelines symbolize a commitment to the patient's right to be informed if they are involved in an adverse event, by promoting a clear and consistent approach to disclosure, emphasizing the importance of inter-professional teamwork, and supporting learning from adverse events. • The development and approval of the Canadian Disclosure Guidelines is a significant achievement in healthcare in Canada.

  25. Disclosure Guidelines Disclosure is the conversation between the healthcare facility and the patient and their loved ones.

  26. Communications Advisory Committee • Chair, Rob Robson, Winnipeg Regional Health Authority (MB) • Mr. Pat Rich, Canadian Medical Association (ON) • Ms. Barb Farlow, PFPSC • Ms. Louise Verity, College of Physicians and Surgeons of Ontario • Ms. Elizabeth Bodnar, Group Health Centre (ON) • Greg Basky, Health Quality Council (Saskatchewan) • Dr. Melanie Rantucci, Canadian Pharmacists Association (BC)

  27. Present Committee Work • Best Practice Guidelines for healthcare communicators and senior administrators in informing the media and public after an adverse event. (A sister document to the Disclosure Guidelines). • Held a Roundtable in Toronto on June 2, 2009 • Created draft guidelines including an algorithm • Circulate these draft guidelines across the country for feedback

  28. Communications Committee • Project: developing guidelines for healthcare organizations on how to best inform the media and public after an adverse event has occurred. • The main objective of these new guidelines will be to provide guidance and a tool for healthcare administrators and communicators across all healthcare settings - to assist in a time of crisis. They will also be complementary to the CPSI Disclosure Guidelines that were launched in February 2008.

  29. Communications Committee Often when an adverse event occurs at a healthcare facility the approach that is taken with the media can vary considerably. These new guidelines will provide a framework of successfully proven methods to inform the media and assist patients, their families and healthcare administrators in the spokesperson role.

  30. Communications Roundtable • Steve Buick, Former Director Media Relations Capital Health, Edmonton • Gillian Howard VP Public Affairs UHN, Toronto • Greg Ujiye, Ontario College of Pharmacists, Toronto • Luce Lavoie, CMPA, Ottawa • Dr. Gord Wallace, CMPA, Ottawa • Jane Coutts, Former investigative journalist at Globe/Currently a consultant, Ottawa • Ronna Bremer , Director of Communications, Alberta Primary Care Initiative • Mary Ann Murray, Patients for Patient Safety Canada, Toronto • Heather Campbell, Palliative Care, Toronto • Katarina Busija, Patients for Patient Safety Canada, Toronto • Jeff Vallentin, VP Communications, Hamilton Health Sciences • Craig DuHamel, VP Communications, Sunnybrook Health Centre • Lindsay Smylie, HCPRA Director, Public Relations, North Bay General Hospital and • Jennifer Guy, Vice-President, Partnerships and Strategic Communications, Eastern Health • Jane McCoubrey, Groupe Santé Le Cabinet de relations publiques NATIONAL, • Anthony Fuchs, HIROC, Toronto • Helen Branswell, Canadian Press, Toronto

  31. Responding to the Media…….. We know that: Organizations that appear to be slow in responding to adverse events and/or perceived to be consciously “covering them up” are often subject to intense scrutiny, not only by the public and media, but also by regulatory bodies or government.

  32. Responding to the Media…….. Expectation: The culture around the disclosure of information on adverse events is changing. It is now the expectation, not the exception that organizations share this information with key stakeholders and audiences.

  33. CRISIS COMMUNICATIONS PLAN • Context:What’s the main issue that needs to be addressed through communications? What/whose approvals do you need to proceed with communications?

  34. CRISIS COMMUNICATIONS PLAN • Environmental Scan:What is the current situation, the key issue, the urgency, seriousness or pressing nature of these issue.What’s been done to date to address them or identify what operational response has been approved?What information are you missing that you need to proceed?Who do you need to contact and get involved?

  35. CRISIS COMMUNICATIONS PLAN • Timing: How much time do you have? Clarify if more research and investigation are required and how long will that take. Could/should the information-sharing be part of a larger announcement on broader patient-safety initiatives being launched by your organization? In other words, consider the broader patient-safety initiatives of the organization and how, or if, this event might reflect or advance them.

  36. CRISIS COMMUNICATIONS PLAN • Objectives: What do you want to achieve – i.e. raise awareness, share information, defuse controversy, change behaviour? Are your objectives actionable and measurable?

  37. CRISIS COMMUNICATIONS PLAN • Stakeholders/Audiences: Who are the stakeholders, both internal and external, who are directly affected by this; who are the key audiences (internal and external) that can influence outcomes, and/or are involved and interested in the issue.

  38. CRISIS COMMUNICATIONS PLAN • Messages: What are you going to say? Address the 5Ws, with the main focus on “why we are doing this”, supported by what actions we are taking/proposing; who will they affect; when will they occur; where will it take place; and how will it roll out, change/improve things, etc. When developing messages, ensure you always consider your audience. Tailor your messages so the language is clearly understood by the audience. Avoid using healthcare jargon or industry-specific language.

  39. CRISIS COMMUNICATIONS PLAN • Issues Scan:What are the key issues that need to be addressed? What issues might create barriers or controversy; which ones provide opportunity? How do those issues align by stakeholder/audience? How are they likely to be perceived/presented by the public and/or media – i.e. positive, negative or neutral?

  40. CRISIS COMMUNICATIONS PLAN • Strategy:How high or low-profile do you want your “notification” to be? How wide a circle of audiences/stakeholders should it include? Should public outreach and communication be proactive or reactive? Considerthe need to notifyaudiences in stages as the notification group is broadened, depending on the issue..

  41. CRISIS COMMUNICATIONS PLAN • Tactics: Your strategywill help define the scope of your tactics – e.g. a high-profile and proactive strategy obviously dictates more outreach, a wider range of information channels and communication products, and potentially a greater involvement by more members of your organization.

  42. CRISIS COMMUNICATIONS PLAN Key considerations include: • What is your pre-announcement plan to talk to and/or precondition key stakeholders and audiences? • What is your plan surrounding the actual announcement? • How do you propose to follow up, sustain and adjust your messaging over time? • What communications vehicles/channels are you proposing to distribute the information – i.e. face-to-face, print, web-based, digital, etc.? • How do you propose to target specific key stakeholders and audiences?

  43. CRISIS COMMUNICATIONS PLAN Roles and Responsibilities: Who needs to develop and deliver the tactical outputs – be specific. For example: • What’s the role for your CEO, if any? • Who are your other key spokespeople? • Who else besides communications needs to be involved – e.g. board members, professional staff, Legal, HR, Finance, partners, volunteers, etc.?

  44. Communications Checklist • Define issue; including identifying approved operational course of action • Who needs to be involved • What/whose approvals are needed to proceed • Scope current situation • Identify key issues: challenges, barriers, opportunities • Identify urgency (low/medium/high) • Determine what has been done to address the issue

  45. Communications Checklist • Identify what information is missing, what is needed to proceed • Contact and involve key people • Determine timing for communicating to various audiences • Set objectives • Establish measures to evaluate objectives • Identify stakeholders and audiences

  46. Communications Checklist • Develop key messages • Draft communication strategy to guide notification • Identify tactics to support strategy • Develop pre-announcement plan: contact and/or precondition key stakeholders and audiences • Develop announcement and rollout plan • Assign roles and responsibilities: are all key people involved?

  47. Communications Algorithm What you can do ahead of time Who is on the team? Preparedness and mobilization Rapid response Evaluation and Refinement Reputation Recovery

  48. Planned Committee Work • Launch the Best Practice Guidelines across the country. • Increase awareness of patient safety issues with the media • Re-visit the Committee Membership

  49. Questions and Suggestions Cecilia Bloxom Director of Communications 780-498-7255 cbloxom@cpsi-icsp.ca

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