Transcript of Increasing Patient Safety in Community Pharmacies.
- Slide 1
- Increasing Patient Safety in Community Pharmacies
- Slide 2
- 2 What is SafetyNET-Rx? Who is Involved? Why is SafetyNET-Rx
important to me? Medication Safety Self Assessment-CAP Community
Pharmacy Incident Reporting (CPhIR) tool How to implement
SafetyNET-Rx in your Pharmacy Introduction to SafetyNET-Rx
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- What is SafetyNET-Rx? 3 Continuous Quality Improvement (CQI)
Program designed to enhance patient safety through a community
pharmacy-based quality management program. Purpose is to identify,
report, analyze and learn from medication errors and near misses,
collectively known as Quality Related events or QREs.
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- Objectives To provide an open dialogue between retail
pharmacies, regulatory bodies, and academic researchers on quality
related events; To disseminate the knowledge needed to enable
retail pharmacies to assess and benchmark their own QRE reporting
and learning practices in a systematic and validated way; To
provide a standardized, and packaged process that pharmacies can
adopt to identify, report, and manage QREs that meets the NSCP
standard for an effective continuing, documented quality assurance
program; To identify the major organizational culture and change
management issues that may promote or hamper the use of QRE
reporting. 4
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- Who is involved with SafetyNET-Rx? Dalhousie University College
of Pharmacy Dr. Neil MacKinnon St. Francis Xavier University Dr.
Todd Boyle & Dr. Tom Mahaffey Institute for Safe Medication
Practices (ISMP) Canada Certina Ho Nova Scotia College of
Pharmacists (NSCP) Bev Zwicker Funded by: Nova Scotia Health
Research Foundation (NSHRF) Social Sciences & Humanities
Research Council 5
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- Why is SafetyNET-Rx Important? The Standard of Practice for
Quality Assurance Programs in Community Pharmacies was approved and
adopted by the Council of the Nova Scotia College of Pharmacists
(NSCP) on March 30w.f th 2010. All pharmacies in Nova Scotia will
be assessed against this standard as part of their routine
inspection beginning in October, 2010. Pharmacies participating in
the SafetyNETRx project will have the advantage of the support of
the project team and resources to establish the necessary policies
and processes to achieve the standard. 6
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- What is Involved in Participating 1. The commitment of at least
two pharmacy staff members (ideally one pharmacist and one pharmacy
technician) to facilitate implementation of the process at the
store level. 2. Completion of Medication Safety Self-Assessment
(MSSA ) survey at the beginning and end of the project. 3.
Utilization of the Canadian Pharmacy Incident Reporting program
(CPhIR). 4. Quarterly staff meetings. 5. Completion of SafetyNET-Rx
project evaluation surveys at various points throughout the
project. 7
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- Advantages of Participation Free access to the MSSA tool for
one year, a savings of $325 Free access to the online CPhIR
reporting tool for one year, a savings of $325 Access to the
SafetyNET-Rx website Ongoing support from the SafetyNET-Rx research
team to address quality-related problems or issues in your pharmacy
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- Background Information: The foundation of SafetyNET-Rx 9
http://media.cop.ufl.edu/camtasia/ms/error/video.html
http://media.cop.ufl.edu/videos/pha6277/abc.html
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- The Problem Of Pharmacy Error Mechanical Error Wrong Drug Wrong
Strength Wrong Directions Wrong Patient Judgmental Error Inaccurate
Counseling Inaccurate DUR Failure to Counsel Failure to Conduct DUR
Individual Causes Lack of Knowledge Lack of Skill Lack of Care
Personal Distractions System Causes Workflow Communication Staffing
Patient Expectations 10
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- The QRE: Clarifying The Use of Language Error (Backward
Looking; Blame-Laying) Incident (Patient Received Medication) Near
MissNear Hit (An Almost Error) Sentinel Event (Screams Out Danger)
Quality-Related Event (QRE) Incidents Near Hits Sentinel Events
Positive QREs 11
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- Facilitator: The Quality Team Leader Does not have all of the
answers, but does know how to ask the right questions. This person
is responsible for Initial training, Implementation of the program,
Continuation of the program, and Conduct of Quality Consults. Not a
spy for management. This activity is separate from performance
evaluation. 12
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- Role of Facilitators As part of SafetyNET-Rx, each store will
select at least two in-store facilitators, ideally one pharmacist
and one pharmacy technician. To assist in tailoring the training to
the needs of the participants, and to achieve awareness of
potential issues impacting QREs prior to the training session, each
pharmacy is expected to complete and submit the MSSA one week prior
to their training session. 13
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- What Does CQI Look Like? Define the process through which
prescriptions are filled. Make a record of quality related events.
Discuss how systems can be used to prevent similar events in the
future. 14
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- Gathering The Troops Everyone must participate: Pharmacists,
techs, clerks. There are no stupid questions or suggestions.
Blaming others is forbidden. 15
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- Setting The Tone This is a professional meeting to improve
outcomes for patients. The focus is on the future, not the past.
Everything said is held in confidence. My job is to help you not
punish you. 16
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- Promoting an Orderly Discussion Reviewing The Facts Facts about
events Facts about environment Addressing The Issues Staffing
issues Workflow issues Communication Issues Reviewing Policies
Problem Solving Problem identification Problem resolution Open time
for any comment Encouraging follow through Follow policies Remember
the team 17
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- Reviewing Facts About Events Was the prescription telephoned to
the pharmacy, or was it transmitted in writing (paper, fax, or
computer)? Was the prescription a new prescription or a refill
prescription? Was the prescription prepared for a person who chose
to wait for it, or was it prepared for the will call or delivery
area? Was the prescription dispensed to the patient or to another
person acting for the patient? Was the pharmacist a relief
pharmacist? 18
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- Facts About Environment How many prescriptions were filled on
the day the incident occurred? How many pharmacists/techs/clerks
were working on that day? It is documented that DUR was done (if
needed) with the prescription? Is it documented that the patient
was offered (or received) counseling? Was there anything special
about the day? 19
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- Issues: Staffing Are the supportive staff hours scheduled
properly to efficiently handle peaks in prescription volume? Do the
pharmacists schedules provide for sufficient overlap on peak volume
days? Are all personnel properly trained, especially with regard to
prescription error prevention procedures? 20
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- Issues: Workflow Are look alike and sound alike drugs separated
in their physical location on shelves to reduce confusion? Is the
primary work area/counter organized for accuracy; is it neat and
clean? Are baskets used to separate waiting and will call
prescriptions? 21
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- Classification of dispensing errors Types of error: Selection
of wrong medicine (60.3%) Incorrect labelling of the medicine
(33.0%) Causes attributed to: misreading the prescription (24.5%)
similarity of drug names (16.8%) selecting the previous drug or
dose from the patient's medication record on the pharmacy computer
(11.4%) similar medicine packaging (7.6%) Circumstances associated
with errors: Staffing issues (25.9%) Excessive workload and
distractions (34.5%) 22
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- Issues: Communication Are personnel repeating the patients name
and the name of the physician to the person picking up the
prescription? Are pharmacists evaluating all DUR computer prompts
before a tech fills a prescription? Are procedures implemented to
assure that all medications going into a bag are for that patient?
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- Handling a Failure of Quality First Duty--Practice Good
Pharmacy Care for the patient!!!!!! Attitude, Attitude, Attitude!
Investigate all complaints in a caring manner. Choose the right
language Write notes carefully Just the facts. No scapegoating. The
First Response Whom to Involve Pharmacist Responsibility Where to
go Quiet Place-Confidentiality Careful Listening What to Say I can
see you are upset Thank you for bringing this to our attention NOT
We sure got sloppy, what a terrible error. The Safe Apology
Objective Description We will learn from this. 24
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- Why the reluctance to report? Fear of blame: I would feel more
comfortable if the information went to someone other than my line
manager I would be far more likely to use an anonymous system
because we have still got a residual blame culture Some managers
dont like errors being reportedbecause of that particular manager
you tend to keep things to yourself Pressure of work: We are very
busy and we dont have the time to start writing all this stuff down
Loyalty to colleagues: I told them and we talked about it, but I
didnt report it to Head Office 25
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- 26 In seeking to improve safety, one of the most frustrating
aspects for patients and professionals alike is the apparent
failure of health-care systems to learn from their mistakes.
Reference: WHO Draft Guidelines For Adverse Event Reporting And
Learning Systems
http://www.who.int/patientsafety/events/05/Reporting_Guidelines.pdfhttp://www.who.int/patientsafety/events/05/Reporting_Guidelines.pdf
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- MSSA CAP 27
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- MSSA-CAP Pr oactive approach for risk assessment and quality
improvement MSSA is simple to complete and results can identify
areas of improvement to becoming a safer medication system
Increased practitioner and staff awareness of safety issues and
practices Assesses safety of current medication practices
Identifies improvement opportunities Supports monitoring of
progress in changes Can compare your scores with maximum achievable
AND aggregate scores of similar pharmacies Addresses the Standard
of Practice for Quality Assurance Programs in Community Pharmacies
(Nova Scotia College of Pharmacists) 28
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- Survey Tool Key Elements: 10 key elements that most
significantly influence safe medication use Core Characteristics:
Further broken down into 20 core distinguishing characteristics
Self-Assessment Item: Criteria that help to evaluate the degree to
which each key element or core characteristic is met by the
facility (89 in MSSA-CAP) 29
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- MSSA: 10 Key Elements 1. Patient information 2. Drug
information 3. Communication of drug information 4. Drug labeling,
packaging, nomenclature 5. Drug storage, stock and standardization
6. Use of devices 7. Environmental factors 8. Staff competency and
education 9. Patient Education 10. Quality processes and risk
management 30
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- Self-Assessment Items Per Key Element Key Element
DescriptionItems IPatient Information1-6 IIDrug Information7-15
IIICommunication of Drug Orders and Other Drug Information 16-19
IVDrug Labeling, Packaging, and Nomenclature20-24 VDrug
Standardization, Storage, and Distribution25-31 VIUse of
Devices32-34 VIIEnvironmental Factors35-49 VIIIStaff Competence and
Education50-55 IXPatient Education56-65 XQuality Processes and Risk
Management66-89 31
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- MSSA Process 1) Engage a team from the pharmacy 2) Discuss each
self assessment item with the team consensus 3) Enter data into
password protected secure online site 4) Use online site to review
results numeric, graphs Scores compared to maximum achievable
(items are assigned a weighted score based on impact on patient
safety and sustained improvement) Scores compared to aggregate
scores of similar pharmacies 5) Repeat (every 1-3 years) to
document progress with improvement efforts 32
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- MSSA-CAP Team The medication system is complex, and involves
the actions of many people - no one person knows everything about
how the system is working Minimally team members should include a
pharmacist, pharmacy technician, manager Plan 3 x 1 hour meetings
of the team if possible 33
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- MSSA Scoring Scoring system reflects RISK inherent in that
aspect of the medication system ResponseDescriptionScore (weighted)
AApplicable but No Activity to implement1 BDiscussed but not
implemented2 CPartially implemented in some areas3 DFully
implemented in some areas4 EFully implemented in all areas5 34
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- Results - Example 35
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- Results - Example 36
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- Results - Example 37
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- Results - Example 38
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- Monitor Improvements Example 39
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- 40 From a patients perspective Medication errors may lead to
profound suffering and grief to the patients / family affected: A
patient with advanced nasopharyngeal cancer had inadvertently
received an infusion of fluorouracil over 4 hours that was intended
to be administered over 4 days. Profound mouth sores and reductions
in red blood cells, white blood cells and platelets developed. The
patient died 22 days after the medication incident occurred.
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- 41 Preventable medical mistakes cause more deaths per year than
car accidents, breast cancer or AIDS
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- 42 The person approach The systems approach Reactions to
medication errors
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- 43 The Person Approach Blame and Shame The person approach
focuses on the errors of individuals, blaming them for
forgetfulness, inattention, or moral weakness. J. Reason, March 18,
2000, BMJ Focus is on blame & shame Focus on individual
performances and not system issues
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- 44 The Person Approach: Flaws All staff, even the most
experienced and dedicated professionals can be involved in
preventable adverse events. Accidents result from a sequence of
events and tend to fall in recurrent patterns regardless of the
personnel involved. Fear of reprisals drives important information
underground.
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- 45 The Systems Approach The systems approach is not about
changing the human condition but rather the conditions under which
humans work. J.T. Reason, 2001
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- 46 Recognizes that: Humans are incapable of perfect
performance. Accidents are caused by flaws in the working
environment (system) and that human errors are an expected part of
any working environment. Accidents can be prevented by building a
system that is resilient to expected human errors. The Systems
Approach
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- 47 Need to move away from blame & shame Who did it?
Punishment Errors are rare Add more layers What allowed it? Thank
you for reporting! Errors are everywhere Simplify/standardize
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- 48 CPhIR The Community Pharmacy Incident Reporting (CPhIR)
program was designed by ISMP Canada specifically for incident
reporting in the community pharmacy setting CPhIR contributes to
the Canadian Medication Incident Reporting and Prevention System
(CMIRPS) Benefits of CPhIR: Encourages assessment of contributing
factors in medication incidents Promotes development of
system-based strategies for quality improvement and prevent
potential errors from occurring again in the future Pharmacies can
view aggregate data from CPhIRs incident database to determine if
other pharmacies have had similar incidents Subscription to CPhIR
includes ISMP Canada Safety Bulletins and ISMP US Medication Safety
Alert Bulletin (Community/Ambulatory Care Edition)
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- 49 Data Sharing Agreement The user must sign a Data Sharing
Agreement before gaining access to CPhIR ISMP Canada is committed
to privacy and confidentiality ISMP Canada complies with privacy
legislation and best practices: Personal Health Information
Protection Act (PHIRA), Ontario 2004 and Personal Information
Protection and Electronic documents Act (PIPEDA), Canada 2000 only
de- identified and non-identifying information is collected Data is
used only for the purposes of analysis, shared learning, and
incident prevention strategy formulation Access to CPhIR allows the
user to view individual and aggregate data from the incident
database, this information is confidential and cannot be published
without written permission from ISMP Canada Upon receiving the
signed Data Sharing Agreement, ISMP Canada will assign a username
and password
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- 50 Login Page To access CPhIR, go to: www.cphir.ca ISMP Canada
will provide each individual pharmacy with a unique username and
password If you forget your password or have any other questions,
click Contact ISMP Canada to send an e-mail E.g. Microsoft Outlook
will launch in a new window
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- 51 Home To navigate CPhIR, there are five tabs at the top of
the page Open incidents are displayed on the home page An open
incident is an incident that has been entered into the system and
can still be edited within 90 days of the initial entry date Open
incidents are sorted by the date first entered (also numerically by
incident number)
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- 52 Report an Incident The Print Blank Form option allows you to
print a blank copy and enter data manually Mandatory fields are in
red, optional fields are in gray
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- 53 Report an Incident The following fields are listed in the
incident reporting form: Date Incident Occurred Time Incident
Occurred Type of Incident Incident Discovered By Medication System
Stages Involved in this Incident Medications Patients Gender
Patients Age Degree of Harm to Patient due to Incident Incident
Description/How Incident was Discovered Other Incident Information
Contributing Factors of this Incident Actions at Store Level Shared
Learning for ISMP to Disseminate Submit Report to ISMP Canada
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- 54 Report an Incident Medications By default, the incident is
checked as a medication-related incident If unchecked, the
medication fields will disappear Medication name(s) may be entered
in 3 ways: 1. Enter complete medication name and DIN freeform 2.
Enter the first few letters of the medication name and a black
auto-finish box will appear for a few seconds To view options, roll
the cursor anywhere within the box and it will remain open until a
selection is chosen Select the most appropriate option from the
auto- finish list (Health Canadas Drug Product Database) Brand
Names (i.e. Lopressor, Apo-Metoprolol, etc.) Generic Name (i.e.
Metoprolol) The DIN field will automatically be populated 3. Enter
the DIN and choose from the auto-finish box, the medication will
automatically be entered Multiple medications can be entered, as
more medications are entered, more fields will appear
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- 55 Report an Incident Degree of Harm to Patient due to Incident
Select ONE degree of harm
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- 56 Report an Incident Incident Description/How Incident was
Discovered Please do not supply identifying information (e.g.,
patient name or date of birth, pharmacy name, or healthcare
provider names). Freeform textbox enter description of
incident
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- 57 Report an Incident Expanded View of Other Incident Info and
Contributing Factors
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- 58 Report an Incident A checkbox at the end of the form gives
the option of closing the report If left unchecked (Open) Default:
Can be edited for up to 90 days (after which it automatically
closes) Will be displayed on the home page Will not be displayed
during a search If checked (Closed): Cannot be edited Will not be
displayed on home page Will be displayed during a search
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- 59 Search The search function allows you to find an individual
or a series of medication incidents based on certain criteria
Search criteria are based on the mandatory fields and contributing
factors Open incidents will not be displayed during the search
Search results can be: Printed Exported to PDF for record keeping
Exported to Excel for customized analysis
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- 60 Search Example: Search all incidents between Jan. 1, 2009 to
Dec. 31, 2009 that involved an incorrect drug Select dates from
calendar End Date cannot be before Start Date Select Incorrect Drug
from Type of Incident Leave all other fields blank Scroll to the
bottom of the form and click Submit Search To clear the form, click
Reset
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- 61 Search Export Data Options To view export options, scroll
down under the search results at the bottom of the page PDF Exports
all search results into a PDF file in a new window All results are
exported, 1 incident per page (unless it is a very detailed
incident, may be more pages) Presents all entered data from each
incident in a table format Check options to be included in PDF
Excel Exports all search results into Excel file in a new window
Allows for customized analysis based on Excel functions (ex.
Charts)
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- 62 Search PDF Excel
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- 63 Search Although ISMP Canada does not collect identifying
information, we recognize certain pharmacies would like to have
this information The search function allows the user to print each
medication incident with the following additional fields: (ISMP
Canada will not have access to this information) Patient Name
Patient Age Patient Address Patient Telephone Patient contacted by
Patient contacted at [date/time] Prescriber Name Prescriber
Telephone Prescriber contacted by Prescriber contacted at
[date/time] Prescribers Comments Date Submitted to Central Office
Date of Dispensing Prescription Number Transaction Number
Dispensing Pharmacist of Prescription Signature of Dispensing
Pharmacist Dispensing Pharmacy Technician of Prescription Signature
of Dispensing Technician Pharmacy Staff Member (who discovered this
incident) Signature of Pharmacy Staff Member (who discovered this
incident)
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- 64 Search
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- 65 Stats The Stats function allows you to view the number of
medication incidents for your pharmacy and all other pharmacies who
use CPhIR (aggregate data) Medication incidents can be sorted by:
No. of Incidents by Day (i.e. Mon, Tue, Wed, Thu, Fri, Sat, Sun)
No. of Incidents by Month No. of Incidents by Year No. of Incidents
by Type No. of Incidents by Discoverer No. of Incidents by
Medication System Stages Involved No. of Incidents by Degree of
Harm to Patient No. of Incidents by Contributing Factors Top 10
DINs Top 10 Active Ingredients Stats are presented in data tables
and graphs
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- 66 Stats Individual data and aggregate data can be viewed in a
graph and in a frequency / percentage table
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- 67 Your Account Change password Must be 8 characters long
Include letters, numbers, and punctuation Case-sensitive (check
caps lock) Displays number of incidents reported Open incidents
highlighted in blue Clicking on the open incidents will bring you
back to the home page
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- What can we do with the medication incidents? Analysis of
Medication Incidents
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- 69 Analysis of Medication Incidents Ultimately, it is the
action we take in response to reporting not reporting itself that
leads to change. Reference: WHO Draft Guidelines For Adverse Event
Reporting And Learning Systems
http://www.who.int/patientsafety/events/05/Reporting_Guidelines.pdfhttp://www.who.int/patientsafety/events/05/Reporting_Guidelines.pdf
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- 70 Dissemination of Information Sample ISMP Medication Safety
Alert! Newsletter And ISMP Canada Safety Bulletin
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- Results: SafetyNET Phase I Data
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- 72 Results 13 community pharmacies 6 independent 3 grocery 2
chain 2 mass merchandising August 2008 to January 2010 1532
medication incidents analysed 1544 medication incidents voluntarily
reported 12 duplicate or test entries
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- 73 Reported Medication Incidents Classified by Outcome
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- 74 Reported Medication Incidents Classified by Stages
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- 75 Top 10 Reported Medications RankMedicationReported Frequency
Reported Frequency (%) 1Metoprolol311.72 2Hydrochlorothiazide291.61
3Lorazepam281.56 4Amoxicillin271.50 4Rosuvastatin271.50
6Salbutamol241.33 6Venlafaxine241.33 8Levothyroxine231.28
8Metformin231.28 10Hydromorphone211.17 10Ranitidine211.17
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- 76 Main Themes Product Mix-Ups Incorrect Instructions Wrong
Patient Compliance Aids Changes in Treatment Drug Therapy
Problem
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- Questions? 77