Closing the Loop with Ambulatory Staff on Safety Reports

Background: A commonly cited reason among nurses and physicians for not reporting safety events is a perceived lack of feedback from management on filed safety reports. This suggests that the value of a safety reporting system could be improved with a closed-loop feedback system between management and frontline staff on filed safety reports in which feedback was requested. Methods: Ambulatory staff were surveyed on barriers to reporting to assess this challenge at an academic medical center. In response, system changes were implemented to the electronic safety reporting system, gained leadership buy-in, incorporated managers into a work group tasked with enhancing feedback to staff, established project management support, and developed a safety star manager recognition program. Ultimately, a process was developed to measure and ensure that feedback was provided to staff who requested it through a series of Plan-Do-Study-Act cycles termed the Feedback to Reporter program. Results: At baseline in 2013, the team found that staff who indicated they wanted feedback on safety reports received it less than 50% of the time. By the end of fiscal year 2018, the monthly feedback to reporter rate was consistently 90% or higher. The percentage of safety reports in which feedback was requested ranged from 35.0% to 49.7% of all safety reports submitted. Conclusion: Ultimately, a multidimensional approach improved closed-loop communication from local managers to frontline staff and between managers of different departments on ambulatory safety reports when feedback was requested. Improvements were sustained for more than one year.