Insight Picker Forum 2017

The Picker Forum took place again this year. This time in Hamburg, organized for the first time by BQS, the focus was on sustainable personnel development and the quality-oriented hypothesis "Good safety culture - effective risk management".

Those who seek quality optimize processes, hire the right staff and ask their patients. In the delta, there is a balanced awareness, a corporate culture that leaves room for further development and provides the foundation for functioning interfaces. Once again this year, renowned experts discussed the exciting topic of quality from the perspectives of leadership, communication and safety culture.

Here are some insights into the presentations of our speakers.

#Focus Leadership

Employee quality - the key to effectiveness

Speaker: Joachim Prölß, Director Patient and Care Management, Board of Directors (UKE University Hospital Hamburg-Eppendorf)

What is behind the "human factor"? In hospitals, you have a high use of technology, but you also have an equally large "human factor" that affects patient safety and the quality of patient care. At the same time, the tolerance for errors is very low and minimal mistakes can have fatal consequences. It is therefore surprising that the compliance with hand disinfection is so low. We can learn from Lufthansa, among others. In addition to a high level of standardization, it relies on highly qualified employees, a positive approach to mistakes and a learning organization. The function of managers in selecting employees, creating an inspiring climate and living a safety-centered corporate culture takes on special significance in this context. The manager is the direct ambassador of the corporate culture and his or her behavior strongly influences the loyalty and willingness to cooperate of employees. It is therefore also important to evaluate changes in personnel policy at regular intervals and to identify improvements and recommendations for action.
For example, through an employee survey.

#Focus on safety culture

Culture change - Is it all a question of measurement? No, measurement only as part

Speaker: Dr. Antje Hammer, Dipl.-Soz., Institute for Patient Safety (University Hospital Bonn)

Even without a strategic approach to culture development, culture changes continuously - just not necessarily in the desired direction. On the one hand, Dr. Antje Hammer postulates measuring safety culture continuously in order to uncover needs for action and to promote learning through measurement results and dialogue. However, the development of safety culture is a management task and requires commitment. The active involvement of employees and the provision of information and feedback also make a positive contribution to safety culture.

#Focus doctor-patient communication

Good safety culture - effective risk management

Speaker: Prof. Dr. med. Jana Jünger, Director (impp Institute for Medical and Pharmaceutical Examination Issues)

The negative consequences of impaired communication in the hospital and healthcare context can be fatal. For example, studies show that poor physician-patient communication is associated with worsened treatment outcomes and increased malpractice lawsuits. It is therefore shocking that communication and conversation techniques are not sufficiently learned and practiced in the training of physicians. The anchoring of communication in the curriculum of the University of Heidelberg as well as some concepts and model curricula for the future training of physicians and the importance of communication in the licensing regulations give hope.

#Focus reach goals

In the end, it's consistency that counts

Speakers: Nicolas von Oppen, Managing Director (Landshut Hospital) and Barbara Jung, Head of Corporate Communications (Landshut Hospital)

An employee survey is only the beginning. You should be aware that once the survey results are available, the real task only begins. Identifying areas for action and developing the right measures that can improve the employees' working situation. For Landshut Hospital, this was a top priority; above all, the sensible and feasible selection of projects, an appreciative culture and the integration of individual goals into the managers' target agreements were to lead to a high level of commitment to implementation. And it has demonstrably paid off; a repeat measurement two years later showed a significant improvement in almost all areas across all occupational groups. As a result, the strategic goal of employee orientation has been brought a good deal closer.

#Focus Change

Needs-oriented interpretation of survey results - or in the midst of change

Speaker: Kamran Salimi, QM (Klinikum Fürth)

When does an employee survey really begin? Which hard and which soft factors need to be identified and addressed in the organization in advance? Kamran Salimi reports on the comprehensive change process that lies before, during and after an employee survey. Where do we have to be ruthlessly open and honest, who do we have to pick up in advance in order to be able to deal constructively with conspicuous results later on? And last but not least - it's all a question of culture and mission statement. Here, too, a lot is happening in the change process, but not by itself!

#Focus Media

A question to the doctor - very simple. The fax.

Speaker: Ulli Harraß, Managing Director and Journalist (KLINIKOM GmbH)

Imaginative and above all smart is the idea of KLINIKOM when it comes to transmitting a simple question of the patient in the hospital to the attending physician. Of course, that's what rounds are for. But what happens if the question arises after the ward round or in the middle of the night? At the heart of the matter is the patient's concerns and needs, which, without the patient-oriented communication process, go nowhere or are sent to the wrong person in the care process. To address this, KLINIKOM has developed a smart clinic solution that allows patients to send a fax to their attending physician at any time via their smartphone. A fax - the "antiquated" means of communication that arrives unmissable in the ward room. A smart idea.

#Focus Empowerment

Patient empowerment for the youngest