EXTRA Team Photo

Centre intégré de santé et de services sociaux (CISSS) de la Montérégie-Est (Québec)

  • Marianne Dion-Labrie, Conseillère cadre Expérience client et Éthique, CISSS de la Montérégie-Est, Saint-Hyacinthe, Québec
  • Bernard Lachance, Conseiller cadre intérimaire à la gestion intégrée de qualité, CISSS de la Montérégie-Est, Saint-Hyacinthe, Québec
  • Annie Lemoine, Directrice adjointe de la qualité, de l’évaluation et de l’éthique, CISSS de la Montérégie-Est, Saint-Hyacinthe, Québec
  • Michèle Ouellet, Chef à la gestion intégrée de la qualité, CISSS de la Montérégie-Est, Saint-Hyacinthe, Québec

Involving Patient Advisors in Serious Adverse Events Reviews

Risk management translates into a corrective approach aimed at reducing the consequences of an adverse event and identifying improvement measures (CISSSME, 2017). For the past few years, new approaches have been developed to foster patient and family engagement. They are directly related to the concept of "patient and family centered care" and an improved client experience. Improving Client Experience is a "set of perceptions, interactions and facts experienced by clients and families” (Beryl Institute, 2015). Patient engagement improves the quality and safety of care (Sage, 2002). Although some data points to the benefits of greater patent and family involvement, few studies confirm their actual involvement in the analysis of a serious adverse event.

This project was designed to foster the involvement of patients in reviewing these events, their voice then becoming a powerful lever for improvement. Although some patients may feel comfortable being part of such an initiative, a poorly supported and hasty involvement could lead to negative experiences. To avoid this type of outcome, the appointment of a person to support patients should lead to improved experiences. This is why patient and family support by a team of patient advisors is recommended. This project will enable the development of strategies for patient and family engagement in improvement work. It will provide the opportunity to focus on their needs, improve communication and relationships and prevent serious adverse events.