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•They have the right to inquire when they have doubts regarding the treatment they or their family member received. •Patients and their families should participate in polls or surveys that hospital implemented to identify risk and express their opinion in regards to their experience. •They should behave correctly inside medical environment to avoid any incident.
PHYSICIANS•Physicians are required to record and inquiry any unfavorable event. •To collaborate with the risk management committee to alleviate adverse situations. •They are required to disclose any error during treatment that might have a significant impact on patient’s health. •Understand errors and how to solve the problem. •Collaborate with other medical personnel to discuss and gather information regarding patient’s health and safety.•They are obligated to enhance patient’s safety. •They have to be involved in any incidents report and carry out a root-cause analysis.
PERFORMANCE IMPROVEMENT DIAGRAM
WHAT TO LEARN FROM THE CASE STUDYThe key points to learn from this case study are:1.The importance of the risk management program – From reading the case, we understand that the hospital need major changes to avoid medical errors. The management team need to implement a quality and risk management plan. This plan will avoid medical errors and enhance patients safety. 2.Chief risk management officer and governing body – The chief risk management officer and governing body play an important role to implement a risk management plan and follow up with results (Dückers, et al., 2009). 3.Hospitals should hire more medical personnel to avoid long working hours, tired personnel and long waiting time for patients.
HIGH RISK MEDICAL AREAS•Emergency treatment care – Most of medical errors occur in emergency departments due to high volume of patients and shortage of medical personnel. Also, some patients require the attention of a considerable number of physicians and medical personnel. In the case study, surgeons performed two wrong surgical procedures. •The quality of care – Prescribing the wrong medications. This is one of the most high risk areas in hospital. •Laboratory services – Some of the medical errors occur in laboratory settings. Some mistakes happen due to machines problems and some due to negligence or medical staff incompetence. •Research – Risk management should focus on reducing the risk coming from mistakes performed in research laboratories. Mistakes that happen during research lead to wrong results.