Quality and Safety in Healthcare: Systems Thinking

Question 1

According to first order problem solving, there are two implicit strategies when one encounters a problem.

What are they?

Answer 1

• Do what it takes to continue patient care task, no more no less
• Ask for help from people who are socially close rather than those who are best equipped to correct the problem

Question 2

What are the benefits of ‘doing what it takes to continue patient care task, no more no less’ in first order problem solving?

Answer 2

• Meets immediate needs
• Minimises time away from patient care

Question 3

What are the benefits of ‘asking for help from those who are socially close rather than those who are best equipped’ in first order problem solving?

Answer 3

• Preserves reputation
• Minimises difficult encounters

Question 4

What are the 3 reasons for not learning from failures?

Answer 4

Organisations emphasise:

• Individual vigilance i.e. personal responsibility to resolve problems to immediate tasks
• Unit efficiency i.e. unit’s throughput efficiency
• Worker empowerment i.e. delegation to workers who have little influence on external factors

Question 5

According to tort law, what are the four elements of civil negligence?

Answer 5

• The defendant owed a duty of care
• The defendant was in breach of that duty
• The breach of duty caused damage
• The damage was foreseeable

Question 6

What are the positive consequences for workers and organisations if action is successful to prevent problem from recurring?

Answer 6

• Higher productivity
• Greater customer satisfaction
• More content workers
• More committed workers