Beyond upset to watch two NSWHealth nurses pose illegally as doctors and claim that if given the opportunity they would refuse care to, or kill a patient under their care who was from Israel.

Thank you Health Minister Ryan Park for taking swift action.

No place in Healthcare for this

Finally

We reframed the advice call
Instead of being a challenge for our systems to meet delivery

We reframed each and every call as an opportunity for hyperacute cultural intervention; a priceless and high impact opportunity to improve trust, and therefore social capital within the organisation

We had to invite users to participate in a system with an ethos of trust, so we ring-fenced the pro safety behaviour of calling for advice in a secure external database that exec agreed they would not be able to access for internal investigations: ever.

A key part of this work and the principles which informed our advice line system design was the work of Sidney Dekker and principles of Just Culture and Safety 2.0

In particular
This works explores the opportunities in delivering clinical advice to non-health professionals in the field: first responders & EMTs, who exist in a liminal space between lay community members and healthcare professionals.

And the challenge of gathering objective data via phone

Back from retreat today