Webinar: Large scale implementation of a systematic and comprehensive communication and resolution program BETA HEART® (healing, empathy, accountability, resolution and trust)
Presented by Heather Gocke and Deanna Tarnow
Thursday, January 29, 2020 | 12:00-1:00 PM Pacific (3:00-4:00 PM Eastern)
Historically, deny and defend was the approach taken when a patient is harmed by the care we provide. This resulted in a loss of trust between patients, families and care providers. Grounded in the lessons learned through CANDOR, BETA Healthcare Group engaged over 40 hospitals and healthcare institutions in, now, their fourth wave of BETA HEART (healing empathy accountability resolution and trust). In an effort to respond appropriately and timely to harm events and regain trust with patients and providers, while also committing focused attention on prevention through organization-wide learning, BETA HEART has introduced concepts in five separate domains that are comprehensive, methodical and interconnected to achieve better outcomes.
BETA will share their journey to engage member hospitals and medical groups in this work and outline the five domains each must reach to ensure the approach is fully imbedded in the culture of the organization. Innovative design techniques will be shared to include culture measurement and methods to learn greater detail from survey activity, cognitive interviewing techniques to enhance and inform event analysis, and introduce the audience to a model to achieve stakeholder consensus in the face of resolution. Finally, to fully validate the principles are embedded in to the fabric of the organization, the speakers will outline what strategies have enhanced learning, what has been done to hone the skills of members to respond to patients and families, and share what measures of effectiveness have been introduced to BETA members throughout the process to become an organization of transparency and truth.
- Outline the method used to engage member sites in culture transformation
- Introduce the five domains of BETA HEART and the various components
- Learn about how culture measurement, survey data debriefs, and cognitive interviewing techniques are used to inform this body of work
- Define the various forms of feedback (validation process and measurement strategies) that are utilized to ensure the principles are hardwired and that sustainability can be achieved
- Share the real life challenges – four years in as well as the secrets to success
Heather Gocke, M.S., RNC-OB, CPHRM, C-EFM
Vice President, Risk Management and Safety
BETA Healthcare Group
Ms. Gocke has overall responsibility for the Risk Management & Safety department at BETA Healthcare Group managing both patient and employee safety professionals. Before joining BETA Healthcare Group in 2009, she was the Manager of Patient Safety and Clinical Risk in the corporate headquarters of a 42-hospital system where she was involved in a variety of system-wide improvement efforts focused on enterprise wide risk management. Ms. Gocke is a certified professional in healthcare risk management, is a registered nurse and paralegal. She completed a Patient Safety Leadership fellowship in 2009 through the American Hospital Association, is past president of the Southern California Society for Healthcare Risk Management and served nine years on the board of directors of the National Certification Corporation (NCC), a nurse certification agency. Ms. Gocke earned her Bachelor of Science degree in Healthcare Management and her Master of Science degree in Patient Safety Leadership at the University of Illinois at Chicago, College of Medicine.
Deanna Tarnow, RN, B.A., CPHRM
Senior Director, Risk Management and Patient Safety
BETA Healthcare Group
Ms. Tarnow joined BETA Healthcare Group in 2010, having worked in the healthcare field for over 25 years, with the last 19 years being dedicated to Risk Management. In her current role she is responsible for supporting member hospitals and insured medical groups by providing risk management and patient safety consultation, administrative and clinical risk assessments and education. She leads BETA’s PFCC efforts and BETA HEART®, a comprehensive response to patient harm. In her previous roles as a hospital based risk manager and Director of Risk Management and Patient Safety, Ms. Tarnow was responsible for risk identification, loss prevention, sentinel event management, and development and implementation of reliable systems to promote patient safety throughout an integrated healthcare system including the acute care hospitals, affiliated medical practices, and ambulatory surgery center.
Ms. Tarnow is a past president and current member of the California Association of Healthcare Risk Management (CSHRM). She is also a Certified Professional in Healthcare Risk Management (CPHRM), completed the Institute of Healthcare Improvement (IHI) Patient Safety Officer training in 2006 and the AHA/NPSF Patient Safety Fellowship in 2013.