A primary care perspective

Implementing Incident Management

Hayley Lord February 2009

• The local journey

• Lessons to be learned

• Where to from here

Outline

Pinnacle Group Ltd (PGL)

A management services organisation supporting: 5 PHOs Pinnacle Incorporated General Practice network 400,000+ ESUs100 general practice teams

A Commitment to Quality

• 12 years of quality plansPractice systemsPopulation healthProfessional development

• Pinnacle network Cornerstone accredited

A Commitment to Quality

• QP – incremental changes, education, support, feedback and rewards

• Special focus: encouraging reporting and learning from events

Pinnacle’s Journey QP6: Meetings to introduce Clinical

Governance (2002) Research re event reporting

Lord & Lillis: nzfp vol32 no4 Aug 2005

Introduced clinical audit

QP7: Clinical Governance practice meetings – key messages:

No blame: no shame culture Cultivate a positive, safe team approach

Pinnacle’s Journey QP8: Practices established and implemented

Incident Management Programme Launched voluntary reporting system QAA obtained

QP9: RNZCGP Accreditation - external confirmation

Lillis, Ward & Lord: nzfp vol34 no3 June 2007

QP10: Integrated PMP into quality programme – support development of PHO quality

platforms. Establish centralised database; encourage reporting

Pinnacle’s Journey Research re Incident Management – how big are

the barriers?Lillis S, Lord H, Ward D NZ Family Physician 2008;35:253-256

QP11: Ongoing reporting; focus on repeat prescribing – audit, errors Publication of results pending

HarpOn launched

• QP12: Ongoing education, support Reaccreditation of general practice teams

Lord H, Lillis S NZ Family Physician 2005: 32: 247-250

Barriers and Solutions to Implementation of Significant Event Management in General Practice

Lillis S, Lord H, Ward D NZ Family Physician 2008;35:253-256

Where to from here

Feedback Feedback Feedback Reporting levels match incident/risk National system