Communication and Reporting
Open communication among providers and patients is critical to maintaining a culture of patient safety and quality improvement. At CUIMC, we have instituted policies, procedures, and technology to ensure that all concerns are escalated to the appropriate parties and addressed and resolved as quickly as possible.
Empowering Patients to Provide Feedback and Report Concerns
Our patients are important partners in our mission to maintain the very best quality and safety standards. Patient feedback helps us promptly address urgent concerns and helps shape our policies moving forward. To report a concern, please contact our Patient Safety hotline at 212-305-8548, or email us at cdsafety@cumc.columbia.edu. Additionally, concerns can be reported (including anonymously) via the ColumbiaDoctors reporting intake website.
We also actively solicit patient feedback. In collaboration with our hospital partner NewYork-Presbyterian, we survey patients about the quality of care that they have received and if there are areas for improvement. In the Department of Obstetrics & Gynecology, we have also implemented a text message service that prompts patients to report any concerns immediately following all visits and exams. In addition, we have hired a full-time patient experience coordinator in OB/GYN to work with patients to ensure any concerns they have are properly addressed.
SafetyZone and Event Reporting
Our SafetyZone portal allows patients and employees to report a concern of any nature, whether they involve a safety issue, a negative experience, or misconduct concerns. By having one platform to capture all of this information, the Quality and Patient Safety team is able to track, trend, and respond to submissions. SafetyZone is available to all CUIMC employees, offers anonymous reporting, and tracks metrics across every area of ColumbiaDoctors.
Since the deployment of SafetyZone in 2017, engagement has increased year-over-year, reflecting an improving commitment to a reporting culture. While reporting has increased, the Quality and Patient Safety team’s time to investigate and close out reports has improved steadily. Both the increase in adoption and speedier time to address issues demonstrate our commitment to quality and patient safety.
Constant Communication Among Care Teams
Patient safety and high-quality care are our priority at every level. Maintaining quality standards, identifying risks, and proactively addressing concerns requires constant communication.
Prompt escalation and open communications policies are critical to excellence in patient care. CUIMC has developed a joint escalation policy with our hospital partner NewYork-Presbyterian to ensure that employees are comfortable reporting their concerns and that those concerns receive prompt attention from senior leadership at both institutions.
In addition, our Patient Safety Champion program ensures that our front-line staff have the tools and training to address safety concerns. The program consists of mandatory training covering patient safety best practices, team communication, professional accountability, and use of the SafetyZone platform to report concerns and adverse events.