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Winnipeg Regional Health Authority

2016-17 Annual Report

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Nurse and man smiling

Enterprise risk management

The WRHA uses an enterprise risk management (ERM) process to identify, monitor and manage risks that may impact the achievement of its strategic directions.

New this year:

Current ERM priority areas for the WRHA include:

Risk mitigation plans are currently being developed for these areas to guide risk management activities.

Critical Incident Process

A key component of the WRHA’s quality improvement efforts is the critical incident review process.

The critical incident process is continually evolving to better meet the needs of our patients and families and ensure that we continually strive to improve care. As a region, we have committed to completing critical incident reviews within 88 business days from the day the incident is reported. In the event that 88-day timeline cannot be met, the region has committed to follow up directly with the family to explain the delay and provide an update on the progress of the review.

The region is also working to improve communication strategies to facilitate conversations with patients and families in order to provide them the information they need while maintaining the confidentiality of the review.

Additionally, the region is in the process of launching a review of the way it carries out critical incident reviews, including how it reports and investigates an event and the communication of progress and findings with family members.

What constitutes a critical incident, as well as many aspects of the process, is legally defined by The Regional Health Authorities Act which defines a critical incident as an incident which:

Some examples of a critical incident might include:

The WRHA is committed to creating conditions that encourage disclosure of critical incidents, and it recognizes the need to also be open with patients and their families when a medical error occurs, sharing with them the findings from the investigation, including the facts about what happened.

This helps promote an organizational culture of trust and transparency, where those reporting critical incidents can do so without fear of reprisal, and where the overall focus is on safety and improvement.

The chart below highlights the number of critical incidents across the region reported in the fiscal years 2016-17 and 2015-16.

The chart below highlights the number of critical incidents in the region reported with an event date in the fiscal years of 2016-17 and 2015-16.

Client Relations

At the individual level of engagement, the WRHA’s Client Relations service provides an accessible way for the public to share any concerns or compliments with the region regarding their personal experiences receiving care within the region, or the care received by a family member or friend. It is a key way in which the region listens and responds to the public. Every week, the Client Relations line averages between 75 and 100 calls.

Feedback received through Client Relations is kept confidential, and is used together with other data to improve patient care and health services across the region.

Client Relations can be reached at:

WINNIPEG REGIONAL HEALTH AUTHORITY CLIENT RELATIONS
Phone: (204) 926-7825
Fax: (204) 940-1974
E-mail: clientrelations@wrha.mb.ca
Monday – Friday from 8:30 a.m. – 4:30 p.m.

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