Patient Identity Errors

Wed, 10 Nov 2021 20:47:44 GMT

I'm looking for information how you try to prevent patient overlays in the ED and, if/when they happen, how are they researched and what type of remediation/training is provided to employees in the process. Also if you are using the Expect process are you encountering issues with overlays due to the intake process?

Thanks!

Sun, 31 Dec 2023 20:13:14 GMT

This is something high on our radar. Little bit of background, I manage PAS in the ED. Our organization has, ever since I've been here, had clinical staff be the first person of contact for patients coming into the ED, they also arrived the patient in Epic. PAS role in that space is to print labels, scan ID and after verifying name and DOB with the patient, place the arm band on the patient. As of Nov 13th the roles were switched. PAS is now arriving the patient. I'm tracking all errors as we can always do better and to get an idea what is the issue (not using proper look up tools, new staff, staff getting in a hurry, etc). We have identified a few staff that are not using proper look up techniques mostly. Found out the staff are following what clinical staff used to do instead of the tipsheet they have been provided as well as how they were trained at new hire. Staff is looking up patients by DOB only. smh. So education but we are in the process of determining the parameters around errors and corrective action. I know my staff are feeling like they need to hurry, as they see a line of patients., especially the newer staff members. I have personally went to them and gave them permission to slow down. Explaining that there will always be a line, that clinical staff can see the patient and identify any that are needing to be moved to front of the line, etc. I think this has allowed them to feel like they can slow down a bit. Anxious to hear what you come up with regarding arrival errors.