Children's Hospitals Today - Winter 2018 - 25

SAFETY / FEATURE

W

ith a phone call, all medical providers and employees at Cincinnati Children's Hospital Medical
Center can act quickly to resolve incidents or
concerns perceived to threaten the health and safety of patients or employees. The hospital established a 24/7 safety
hotline that allows for centralized decision control, coordination and communication across a system of stakeholders,
procedures and resources using a small team of nurse and
allied health specialists.
The safety hotline integrates prevention-based strategies
to promote participation, process control and continuous
improvement. Since Cincinnati Children's first introduced
the hotline reporting system in 2008, it has observed a fivefold increase in employee participation while reducing total
workers' compensation claim spending by 70 percent. Here's
how the hotline works.

Making reporting easier
The idea of making safety issues easier for employees to
report began when Cincinnati Children's Employee Health
& Occupational Safety divisions partnered with the medical
center's poison control program to develop a hotline that
supports employees who were injured or exposed to a bloodborne pathogen. This collaboration gave employees 24-hour
access to a health care provider who was skilled in phone
triage, risk assessment and de-escalation, with additional
training on the medical center's processes and procedures.
This occupational safety hotline quickly enabled improvements in care protocol compliance, documentation, and a
reduction in the unnecessary use of health care resources
outside the hospital.
After a few years of operation, the occupational safety
hotline expanded to accommodate a variety of employee
questions and concerns on topics like infectious illness, environment of care and patient safety issues. This expansion
led to a series of pilot programs designed to evaluate the effect of an all-inclusive, one-stop safety hotline within select
inpatient and outpatient settings.

Service expansion
The pilot programs revealed that employees were sometimes unsure about their ability to identify or define a safety
incident or concern. It can be hard for some employees in
large, multi-site organizations to feel empowered to personally take action. Barriers make it confusing to know what to
report, when to report, how to report, and the proper chain

A CLOSER LOOK
of command. The pilot
Incident reporting
programs also showed
Here's a look at the cases
that disparate patient
reported to Cincinnati Children's
safety and occupational
safety hotline in 2017.
safety reporting systems
were potentially counter42%
productive given the inEmployee injury
terrelated nature of these
safety incidents.
With the success of the
34%
pilot programs and close
Patient safety report
working
relationships
with key safety divisions,
11%
organizational leadership
Employee illness/exposure
launched the one-stop
safety hotline across the
medical center in 2014.
7%
The launch integrated a
Near-miss safety incident
dedicated staffing model
during typical business
4%
hours with crossover supInquiries (no incident)
port from trained specialists during non-business
hours, or as needed for
2%
call volume surges 24
Blood-borne pathogen
hours a day. This offers
exposure
hospital staff a single,
easy-to-use 24/7 resource
that promotes participation, accountability and support
for any incident or concern, regardless of severity or type
of event. Employees no longer need to think about when or
how to report, only that taking action is fundamental to the
culture of care at the organization.
Today, the hospital continually assesses and adapts safety
hotline procedures to ensure the service is simple, quick and
reinforces future participation. Reporting is required for
all occupational injuries, illnesses, exposures and near-miss
events. Employees may also report patient safety-related
incidents using an online application.

Staffing the hotline
Experienced nurses and EMT specialists manage calls to
the hotline. These team members handle about 75 encounters a day and have been trained to assess every situation
to efficiently identify risk. They create a positive experience for the caller and quickly work to mitigate ongoing

CHILDREN'S HOSPITAL S TODAY Winter 2018

25



Table of Contents for the Digital Edition of Children's Hospitals Today - Winter 2018

Contents
Children's Hospitals Today - Winter 2018 - Intro
Children's Hospitals Today - Winter 2018 - Cover1
Children's Hospitals Today - Winter 2018 - Cover2
Children's Hospitals Today - Winter 2018 - Contents
Children's Hospitals Today - Winter 2018 - 2
Children's Hospitals Today - Winter 2018 - 3
Children's Hospitals Today - Winter 2018 - 4
Children's Hospitals Today - Winter 2018 - 5
Children's Hospitals Today - Winter 2018 - 6
Children's Hospitals Today - Winter 2018 - 7
Children's Hospitals Today - Winter 2018 - 8
Children's Hospitals Today - Winter 2018 - 9
Children's Hospitals Today - Winter 2018 - 10
Children's Hospitals Today - Winter 2018 - 11
Children's Hospitals Today - Winter 2018 - 12
Children's Hospitals Today - Winter 2018 - 13
Children's Hospitals Today - Winter 2018 - 14
Children's Hospitals Today - Winter 2018 - 15
Children's Hospitals Today - Winter 2018 - 16
Children's Hospitals Today - Winter 2018 - 17
Children's Hospitals Today - Winter 2018 - 18
Children's Hospitals Today - Winter 2018 - 19
Children's Hospitals Today - Winter 2018 - 20
Children's Hospitals Today - Winter 2018 - 21
Children's Hospitals Today - Winter 2018 - 22
Children's Hospitals Today - Winter 2018 - 23
Children's Hospitals Today - Winter 2018 - 24
Children's Hospitals Today - Winter 2018 - 25
Children's Hospitals Today - Winter 2018 - 26
Children's Hospitals Today - Winter 2018 - 27
Children's Hospitals Today - Winter 2018 - 28
Children's Hospitals Today - Winter 2018 - 29
Children's Hospitals Today - Winter 2018 - 30
Children's Hospitals Today - Winter 2018 - 31
Children's Hospitals Today - Winter 2018 - 32
Children's Hospitals Today - Winter 2018 - Cover3
Children's Hospitals Today - Winter 2018 - Cover4
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