New patient safety, Trust and Loyalty course ... offered at Spring Institute in Las Vegas.

Take your patient safety program to the next level with this groundbreaking new course offered for the first time at ACPE's Spring Institute in Las Vegas.

Designing New Organizational Systems: From Patient Safety to Trust and Loyalty

4 days, 24 CME 

Elective Credit in the graduate degree program

Medical error reduction and patient safety, while vital for any health care organization, are requisite conditions from the perspective of the patient. Patients expect safety.

But safety alone will not earn loyalty and trust. The case for error reduction is strong ethically and morally, but the business case is based largely on reducing liability.

More organizations will enthusiastically embrace patient safety and error reduction programs if they saw it as a continuum beginning with safety and progressing to loyalty and trust. The tangible returns to an organization from loyal customers can be readily documented, making it a stronger business case.

At one level, the systems and processes are created to establish a condition of safety. But, an organization can be safe and not be perceived as safe. So additional steps should be taken to move from a system that is safe to a system which is perceived as being safe. To then move beyond the perception of safety toward customer loyalty will require activities and behaviors at points of contact between the organization and its patients.

Among the topics discussed:

* Why systems to create safety are insufficient to create the perception of safety

* Approaches to evaluate and improve organizational systems

* Using root cause analysis (RCA) and Human Factor Reengineering to understand errors and improve systems

* Workflow redesign and tools for process improvement at the Patient-Provider interface

* Measuring and sustaining success--How do you know things are getting better?