When things go wrong: how health care organizations deal with major failures.
Concern about patient safety, caused in part by high-profile major failures in which many patients have been harmed, is rising worldwide. This paper draws on examples of such failures from several countries to analyze how these events are dealt with and to identify lessons and recommendations for policy. Better systems are needed for reporting and investigating failures and for implementing the lessons learned. The culture of secrecy, professional protectionism, defensiveness, and deference to authority is central to such major failures, and preventing future failures depends on cultural as much as structural change in health care systems and organizations.
Walshe
Kieran
K
Manchester Centre for Healthcare Management, University of Manchester, UK. kieran.walshe@man.ac.uk
Shortell
Stephen M
SM
D019049:Developed Countries; D040261:Harm Reduction; D006268:Health Facilities / Q000592:standards; D058016:Health Facility Administration; D006801:Humans; D008508:Medication Errors / Q000517:prevention & control*; D011785:Quality Assurance, Health Care; D017751:Safety Management