Authors (including presenting author) :
CHEUNG SY(1), LEUNG KW(1), TSANG KY(1), LO SW(2), WONG WY(3), CHEUNG WM(1), NG KY(1), NG WK(1)
Affiliation :
(1)Quality & Safety Department, Kowloon West Cluster, (2)Corporate Communication Department, Kowloon West Cluster, (3)Department of Medicine & Geriatrics, Caritas Medical Centre
Introduction :
Despite their intimate relationship, incidents and complaints training for staff were fragmented. Increased number and complexity of incidents and complaints was observed over past few years. There are rooms for improvement identified on staff awareness on training and team collaboration in incident and complaint management (especially on specific areas: medico-legal perspectives, handling skill & staff psychological support). Therefore, a comprehensive training approach is developed to target at upstream prevention and change of prevailing culture and behaviour.
Objectives :
1.To change the prevailing culture and behaviour in incident and complaint management 2.To understand the continuum from strengthening training in prevention of incident/complaint to staff support 3.To understand the role of partners in the incident and complaint management journey
Methodology :
A taskforce was set up to revamp the fragmented and traditional incident and complaint management training lectures into two more interactive workshops in September and October 2021 for managerial staff including Chief of Services/Consultants and DOMs/Ward Managers. They were invited to provide feedback on this newly developed workshop. Afterwards, 3 classes of the revamped training workshops were conducted for middle level management in 2Q-4Q 2022. In collaboration with multiple departments at corporate and cluster levels, comprehensive teaching materials including Medico-legal perspectives, Staff psychological support, Key concepts on incident management and Complaint handling skill were developed. Scenario-based training including videos illustrating good and bad examples in patient or relative interaction and role-play session were shared in the workshop, and facilitators also shared their precious advice and experience in handling difficult cases.
Result & Outcome :
60 and 81 participants (doctors, nurses, allied health colleagues, etc.) attended two workshops in 2021 and three workshops in 2022 representatively. More than 90% of attendees agreed that their knowledge and skill in incident and complaint management enhanced from the facilitators. Most of the attendees found that the “Medical Legal Issues” session was most informative and relevant to their work. Focused and tailor-made workshop such as specialty-based oriented workshop was developed and pilot run for KWC A&E staff in June 2022 with positive feedback and will continue in 2023. Besides, it will further pilot in other specialties. Meanwhile, changing prevailing culture and behaviours in incident and complaint management requires sustained inspiration and engagement of more clinical leaders who function as facilitators in training and role-models in their team.
