5. Distinguish between positive and negative responses to healthcare quality performance problems.
a. Addressing communication within an organization and amongst its staff should begin with a steering committee empowered with vital players such as trustees, senior leaders, middle managers, physicians, pharmacists, nurses, and other staff. The committee's efforts should establish a stable code of conduct, a no retribution policy, detailed communication strategies, and intervention and reporting measures.
6. A3 process
References
Pruitt, Z., Perez-Ruberte, E., and Smith, C. (2021). The Lunchroom: Physician Engagement at a PCMH. Springer Publishing Company, LLC, Pages 317-325.