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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.
– 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
Response to an Event
TRUST Team Process
First Responders and Safewatch
0
20
40
60
80
100
120
2015 2016 2017 2018
Number of Referrals Successful Resolution Decline Outreach #REF!
Referral Results
Outreach
Supportive Resources
• Capturing appropriate referrals and consults
• Awareness of the program throughout the system
• Ensuring peer and first responders maintain competency
• Supporting non-employees
Implementation Challenges
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
