Making the most of errors
Making the most of errors
Other performance improvement projects can come from mistakes, so Wall goes extra lengths to make sure his staff don't feel that filling out incident reports will result in "someone getting into trouble. We make sure they know that staff members who care about patients do these things. We need to know what is going on, not just incidents that could be pushed in your face by the media or a surveyor, but a layer deeper. If we know what is going on and what isn't working, then we can defend our practices with good outcomes. You can't just let these standards be something that sit on a shelf. They have to be translated into good practical patient care and business practices."
Exposing mistakes and dealing with them in a constructive way is something that Wall thinks is lacking in many businesses today. "If you don't penalize people for pointing out what they do wrong, then you build an atmosphere of trust. That helps your staff to improve, they get more confidence, and that translates into better patient care."
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