Summary of "Modulo 5.1 - Como gestionar una crisis ante un EA"

Summary of Key Wellness Strategies, Self-Care Techniques, and Productivity Tips from Modulo 5.1 - Como gestionar una crisis ante un EA

This module focuses on managing crises following serious adverse events (EA) in healthcare organizations. It emphasizes communication, organizational culture, and support systems to improve outcomes for patients, families, professionals, and the organization itself.

Key Strategies for Crisis Management and Communication of Adverse Events

Recognize the Impact of Adverse Events Adverse events cause crises affecting patients, families, healthcare professionals (second victims), and organizations (third victims). Poor management worsens harm, increases litigation risk, and damages trust.
Establish a Crisis Management Plan Have a written, tested, and structured crisis management plan ready before events occur. The plan should be proactive, not reactive, balancing the needs of all parties involved (patients, families, professionals, organization, media).
Leadership and Culture
Leadership commitment is crucial; top authorities must actively support crisis management and transparency.
Foster a just culture that balances accountability with non-punitive responses to honest mistakes.
Promote a safety culture focused on learning from errors rather than blaming individuals.
Communication Principles
Transparency and timely disclosure to patients and families are essential.
Communication should be empathetic, compassionate, and include sincere apologies when appropriate.
Disclosure is a process, not a single event; ongoing communication and updates are necessary.
Media communication must be timely, honest, respectful of confidentiality, and managed by trained spokespersons.
Support for Healthcare Professionals (Second Victims)
Provide 24/7 emotional and practical support to involved staff.
Allow immediate disconnection from duties to reduce stress.
Encourage involvement of professionals in problem analysis and solution development.
Multidisciplinary Crisis Teams Teams should include leaders for implementation, communication, investigation, resolution, caregiver support, and media management. Members need leadership skills, credibility, communication expertise, analytical tools, and a strong improvement mindset.
Event Identification and Analysis
Use multiple sources to identify adverse events (patient complaints, surveys, medical records, peer reviews, accreditations, legal cases).
Conduct thorough investigations considering systemic, environmental, human, and organizational factors.
Apply models like the London Protocol (2024) for comprehensive analysis beyond root causes.
Timelines for Response 1. Activate crisis management within 30 minutes of event identification. 2. Begin response and disclosure preparations within 60 minutes. 3. Convene investigation team within 72 hours. 4. Complete in-depth analysis within 30-45 days. 5. Monitor implementation of corrective actions post-investigation.
Disclosure and Resolution Conversations
Clearly explain what happened, implications, and planned improvements.
Assume responsibility on behalf of the organization.
Offer genuine apologies and outline prevention measures.
Resolution meetings occur after investigations and include discussion of reparations (financial or non-financial).
Accountability must be demonstrated through actions, not just words.
Handling Financial Compensation Approaches vary by country and program; some actively offer compensation, others do not. Compensation can reduce litigation and support healing but must be handled ethically and transparently.
Barriers to Effective Crisis Management Fear of judgment, shame, loss of reputation, guilt, and lack of skills hinder disclosure. Overcoming these requires training, leadership support, and cultural change.
Benefits of Effective Crisis Management
Improves patient safety and quality.
Reduces litigation and costs.
Enhances organizational reputation and trust.
Supports healing for patients, families, and professionals.

Productivity and Self-Care Tips for Healthcare Professionals

Develop crisis management skills as a soft skill, including communication, empathy, negotiation, and leadership.
Encourage teamwork and shared responsibility in managing adverse events.
Promote emotional self-care by recognizing second victim needs and providing timely support.
Foster a learning mindset to transform errors into opportunities for system improvement.
Avoid reactive, blame-focused responses; instead, adopt proactive, systemic approaches.

Summary of Recommended Organizational Practices

Commitment from leadership and multidisciplinary teams.
Clear, transparent communication protocols.
Just culture with balanced accountability.
Robust adverse event identification and analysis systems.
Emotional and practical support for involved staff.
Continuous learning and quality improvement.
Strategic media management.
Ethical approach to apologies and reparations.

Presenters / Sources

Unnamed healthcare expert(s) presenting the module.
Reference to the Candor Program (USA) for adverse event disclosure.
Mention of international frameworks from Canada, UK, Australia, Spain.
Reference to the London Protocol (2024) for event analysis.
Quote attributed to Leon Donaldson on error management philosophy.

This summary encapsulates the comprehensive approach to managing healthcare crises after adverse events, highlighting the importance of transparency, leadership, communication, support, and systemic learning.