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

Thank you!

Josh Clark – jnclark@carilionclinic.org Neely Conner – nrconner@carilionclinic.org