VOLUME

Bangkok Hospital Medical Center (BMC) implemented the Patient Safety and Risk Management (PSRM) program in 2006 as an expansion of the Five-Year Quality Culture Development Program that aimed to emphasize the importance of a culture of quality and patient safety in the hospitals. The PSRM program emphasizing the concept of managing risk covers clinical, emotional, proactive, and reactive dimensions of the management process of unexpected adverse events. To highlight the commitment of BMC to patient safety and to measure our progress, the PRSM program during 2006-2010 was evaluated.

The trend of occurrence reports (filed by staff) and customer complaint reports, in addition to the severity level of quality concerns identified in those reports was analyzed. The impact of the program including customer satisfaction, cost of adverse events, and patient safety culture at BMC were evaluated

Annual occurrences, customer complaints, and total adverse event report rates from 2006-2010 were consistent, with the average percent rate of 1.08 %, 0.19 % and 1.27% respectively. The proportion of quality concerns in those reports fell to around 40% in the first three years and rose to around 70% in 2009-2010. However serious quality concerns (i.e., severe adverse events, events impacting on reputation and sentinel events) were relatively small and remained constant. The study showed that PSRM program did help to improve customer satisfaction and reduce the costs of dealing with adverse events. In addition, results of the BMC employee survey indicated that BMC’s culture was good in learning and communication in patient safety, teamwork, management support for patient safety, and overall perceptions of safety. 

Implementation of the PSRM program was successful in part due to BMC’s quality improvement and patient safety environment. Patient safety must be managed seriously, faithfully, and proactively to prevent and mitigate adverse events. Risk management needs to include not only clinical aspects but also emotional affects.

patient safety, risk management, occurrence report, hospital customer assessment, customer satisfaction, customer complaint, healthcare

10.31524/bkkmedj.2012.09.001