Putting a “SMILE” On the Culture of Safety frame work

Presented at The Patient Safety & Quality Congress Middle East

16-19 March 2014

Joint Presentation

• Krishnan Sankaranayanan MS, MBA, CPHQ– Senior Safety Officer / Tawam Hospital

• Steven A Matarelli RN, PhD– Chief Operating Officer / Tawam Hospital

Learning Objectives

• Attendees will be able to retain, remember, and apply SMILE concepts consistently in practice

• Attendees will find the SMILE frame work meaningful, sustainable, and consistently recognizable.

ABC, ACB,

BAC, BCA,

CAB, CBA

Google Search……….

Culture of Safety Is A Serious Business

Can it be done with a SMILE!!

SMILE as a Mnemonic

Use of Mnemonics

Popularly used Mnemonic in messaging

Mnemonics & Memory

• Correlation of thoughts plays a significant role in retention and recognition

• Strengthen recognition and information recall• Encodes complex information

Mnemonics & Memory

Recognize Retain Remember

Strong Influence

Joy and meaning will be created when the care provider’s feels valued, safe from harm, and being part of the solutions for change”

Caring for those (employees), who care for the patients. Employee engagement, getting them excited about providing good service to patients, which reflects on patient loyalty and good outcomes

SMILE- Model

S - Systems & Support M -Morale & MotivationI - Information & Open CommunicationL - Leadership & Commitment E - Empowerment & Engagement

Missing elements in the conventional Frame Works

Health Policy Makers

Regulatory agencies

Care providers

SMILE Frame Work

• External Constructs – Health Policy Decisions– Regulators– Healthcare Leaders

• Build on a solid foundation – Commitment and Engagement

SMILE Frame Work

• Internal Constructs– Patient

• Respect -patients treated with respect; without any discrimination of race, color and religion

• Information- communicating clearly in an easily understandable manner

• Care- unrestricted access to care

– Care Provider• System- creating forced functions • Empowerment- opportunities to speak up • Support- principles of natural justice

Conclusion• Although patients are at the center focus in

healthcare.• Care providers hold equal prominence in the

patient safety movement• Delivering safer care is linked to external and

internal constructs that influence and drive the SMILE philosophy.

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Thank You