When a San Francisco outpatient lab started to use needles from a new provider, complaints went up. Five to six times a week, patients complained of bruising, they said the needles looked like harpoons, and staff feared needlesticks. Through a collaborative effort between labor and management, the team switched to a different brand of needle and patient satisfaction soared. Complaints dropped 70 percent to one every two to three weeks, and near-miss needlesticks also decreased.
Here's What Worked
- Identifying the problem was with the needle supplier
- Filing a Responsible Reporting Form, and working together to arrive at the solution
- Switching needle suppliers to improve care and safety
What can your team do to listen to the voice of the patient?