Mar 21, 2011
“It’s their culture that makes them really great.”
At a low-performing hospital, such an error might result in doctors, nurses and pharmacists on the front lines blaming one another and hospital leaders taking care to remain uninvolved. But clinicians and leaders at a high-performing hospital would be eager to address the error, acknowledging it without disparaging one another and working together to re-examine and, if necessary, reconfigure the hospital’s discharge process.
“The difference is very powerful,” Dr. Bradley noted. “Even top hospitals had problems that would make your hair stand on end; but then it’s like choreography when they all get together to figure out what went wrong.”