Carilion TRUST Team: Healing Our Own Neely Conner, Practice Manager Carilion EAP Josh Clark, Sr. Director Quality & Patient Safety
About Us
Objectives • Review the term "Second Victim“ • Understand the impact to second victims • Review the purpose and responsibilities of a Second Victim Support Program • Discuss key strategies to successfully implementing a Second Victim Support Program and challenges that may arise
Defining “Second Victim”
The Second Victim Phenomenon “Sadly, the kind of unconditional sympathy and support that are really needed are rarely forthcoming.” - Albert Wu
Powerful Examples
Predicting Second Victim Impact • Patient outcome The more severe the morbidity the greater the impact • Degree of personal responsibility The more responsible, the more damaging the error Engel KG, et al. Acad Med. 2006;81:86-93.
Response to an Event – Who is the team? – First Responders – Patient Safety Specialists – Outreach Providers – Peer Supporters – Employee Assistance – What is the process? • Warm Handoff • Proactive Assessment and Engagement • Tracking and Monitoring • Research
TRUST Team Process
First Responders and Safewatch
Referral Results 120 100 80 60 40 20 0 2015 2016 2017 2018 Number of Referrals Successful Resolution Decline Outreach #REF!
Outreach
Supportive Resources
Implementation Challenges • Capturing appropriate referrals and consults • Awareness of the program throughout the system • Ensuring peer and first responders maintain competency • Supporting non-employees
Moving Forward • Research on Program Efficacy • Improving SafeWatch referral function • Increasing confidence of First Responders • Establishing First Responder Groups at Community Hospitals and ambulatory sites • Creating education for family members of Second Victims • Aligning Resources to accommodate volumes
Thank you! Josh Clark – jnclark@carilionclinic.org Neely Conner – nrconner@carilionclinic.org
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