Exploring patient participation in reducing health-care-related safety risks

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Exploring patient participation in reducing health-care-related safety risks 28 Recommendation 3 – Provide individual patients with relevant information Information and communication are key words in this process. Patient participation starts with the availability of valid, clear and relevant information at various levels, including information related to: » the basis on which patients can differentiate between (the quality and safety of ) health care providers; » the patient’s health situation, available treatment options and potential risks to the patient’s safety; and » how to get involved in patient safety activities. Availability and accessibility of such information is an important precondition for patient participation in patient safety activities. Good information is a first and very important step towards patient involvement. Content, availability and timing of information are all of crucial importance. Recommendation 4 – Stimulate the participation of patients in patient safety activities It is important that health care providers invite, encourage and empower patients to take part in patient safety activities and try to eliminate barriers. By doing so, patients can contribute to their own safety and to the safety of future patients. 5 Adverse event reporting systems should allow patients or their families to report adverse events. Patients should be clearly informed about how to report into the system. Recommendation 5 – Minimize barriers to patient participation (health literacy and SDM) Some individual patients or groups may have insufficient health literacy to participate in patient safety activities, lacking the necessary knowledge, skills and competences. Health literacy problems should be actively detected, monitored and remedied. Patients can claim a right to be supported. Important aspects include: » improving access to information; » training health care providers in effective communication; » developing and implementing systematic support for patients with insufficient health literacy; and » making information available in other languages or providing translation/ interpreting services. SDM should be one of the tools to improve patient participation. Recommendation 6 – Stimulate the policy involvement of patients and their organizations Patients and their organizations have a right to participate in policy development at various levels. Policy-makers at all levels should actively seek the involvement of patients and their organizations. 5 Research has shown that an important motive for patients to file a complaint is to prevent other patients experiencing the same situation (see, for example, Vincent et al. (49) and Bismark et al. (50)). This finding indicates that the possibility of improving general quality and safety may be an important motivator for participation in patient safety activities.
Recommendation 7 – Encourage the availability of complaints procedures Apart from patients’ substantive rights, their procedural rights should also be recognized and implemented. Patients should be able to signal dysfunctions in health care and report adversities that have occurred. It is important that available complaint options meet patients’ expectations. Many patients are dissatisfied with the way in which their complaints are handled, a phenomenon that exists in a number of countries and which is not well understood. Fair complaints handling is highly significant in restoring patients’ trust in health care and in renewing their commitment to the health care provider or organization (51). Complaints procedures should function in such a way that the outcomes of complaints proceedings are integrated within the health provider’s quality and safety improvement system. Recommendation 8 – Combine information from different sources It is important to combine information from different sources in a patient safety management system, including incidents reported by health professionals or patients, complaints filed by patients with a complaints official or committee and claims for compensation for damage due to an alleged medical error. An integrated analysis of these data may identify trends and developments in safety and quality of care that would otherwise have been missed. Recommendation 9 – Include safety issues in health professional curricula Sufficient attention should be given to patient safety issues in relation to the rights of patients in education and training curricula for (future) health professionals. Recommendation 10 – The importance of implementation Patient safety is similar to other areas in that new policy measures in the area, whether with a legal background or not, should be supported by a well-conceived implementation programme. Implementing policy measures is an art in itself. References 1. Kohn LT, Corrigan JM, Donaldson LS, IOM Committee on Quality of Health Care in America. To err is human – building a safer health system. Washington, DC, Institute of Medicine, 2000. 2. Hafner V, ed. A brief synopsis of patient safety. Copenhagen, WHO Regional Office for Europe, 2010 (http://www.euro.who.int/__data/assets/pdf_file/0015/111507/ E93833.pdf, accessed 3 May 2012). 3. Conklin A et al. Technical report ‘improving patient safety in the EU’ prepared for the European Commission. Santa Monica, CA, RAND Corporation. 4. Health 2020: a European policy framework supporting action across government and society for health and well-being. Copenhagen, WHO Regional Office for Europe, 2012 (http://www.euro.who.int/en/who-we-are/governance/regional-committeefor-europe/sixty-second-session/documentation/working-documents/eurrc629health-2020-a-european-policy-framework-supporting-action-across-governmentand-society-for-health-and-well-being, accessed 20 November 2012). 5. The Tallinn Charter: “Health Systems for Health and Wealth”. Copenhagen, WHO Regional Office for Europe, 2008 (http://www.euro.who.int/document/E91438. pdf, accessed 1 May 2012). Patients’ rights and patient safety 29
Page 1 and 2: Exploring patient participation in
Page 3 and 4: ABSTRACT Patients’ rights have be
Page 5 and 6: iv Patient information: the link be
Page 7 and 8: vi LIST OF TABLES, FIGURES AND BOXE
Page 9 and 10: ACKNOWLEDGEMENTS The editors would
Page 11 and 12: LIST OF ABBREVIATIONS ABHR alcohol-
Page 13 and 14: FOREWORD Health is a social value a
Page 15 and 16: ChApTER 1. pATIENTS’ RIGhTS AND p
Page 17 and 18: Box 1 .1 . contd Reporting and Lear
Page 19 and 20: The causal mechanisms through which
Page 21 and 22: » be involved in routine monitorin
Page 23 and 24: elationships within the complex env
Page 25 and 26: ChApTER 2. pATIENTS’ RIGhTS AND p
Page 27 and 28: CoE Recommendation 2006/7 of the Co
Page 29 and 30: The 2005 United States act on patie
Page 31 and 32: The right to participate in policy-
Page 33 and 34: The right to participate in quality
Page 35 and 36: » engaging with patient representa
Page 37 and 38: hampered by the written and spoken
Page 39 and 40: prevents misunderstandings and shap
Page 41: Health care providers should nevert
Page 45 and 46: 20. Constitution of the World Healt
Page 47 and 48: ChApTER 3. pATIENT pARTICIpATION IN
Page 49 and 50: awareness of the sociomedical burde
Page 51 and 52: Patient participation in hand hygie
Page 61 and 62: Blood transfusion safety in France:
Page 65 and 66: Box 4 .1 . Definitions of adverse e
Page 67 and 68: Fig . 4 .4 . Distribution of advers
Page 73 and 74: The heterogeneity of situations and
Page 83 and 84: Fig . 4 .12 . Patients’ response
Page 91 and 92: Patient safety, rights and medicati
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Patient safety, rights and medicati
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Fig . 5 .3 . Frequency with which d
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ChApTER 6. pATIENT pARTICIpATION IN
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Patient participation in elective s
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e desirable to have a special statu
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inspections of surgical services to
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» being involved in monitoring and
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Other studies on patient attitudes
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Information about patients’ exper
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available evidence suggests that in
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Adverse events Respondents from the
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Feeling safe Five per cent of hospi
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probability proportional to populat
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care professionals’ and patients
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group recommends that patient invol
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13. Hibbard JH et al. Can patients
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52. Triemstra M et al. Measuring cl
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2009 (http://www.bradfordresearch.n
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of a small-scale patient survey add
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Box 8 .2 . Curricula and CME Chapte
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is provided through interaction of
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Box 8 .4 . Patient education Chapte
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ANNEX 1. QUOTATIONS FROM INTERNATIO
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(2) When designing adverse event re
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17) If yes, do you think this was m
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Box A3 .1 . Reporting procedure Pat
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Box A3 .2 . contd Haemosiderosis Ha
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ANNEX 4. pATIENT QUESTIONNAIRE ABOU
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ANNEX 6. WhO pATIENT SAFETY pROGRAM
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especially those in intensive care.
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ANNEX 7. hANDOVER pROjECT Paul Bara
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(a) Provide new insight into the ro
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Johnson J, Barach P. Handovers of p
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Enhancing the patients’ role in p
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Enhancing the patients’ role in p
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