Document Type
Article
Department
Anaesthesia
Abstract
The database of incident forms relating to anaesthesia services in an institutional risk management programme were reviewed for 2003-2005, the aim being to identify any recurring patterns. Incidents were prospectively categorised as relating to attitude/behaviour, communication breakdown, delay in service, or were related to care, cost, environment, equipment, security, administrative process, quality of service or miscellaneous. The total number of anaesthesia-related incidents reported during the period was 287, which related to 0.44% of the total number of anaesthetics administered during the time period. In all, 170 incidents were reported by the department, 96 by internal customers and 21 by external customers. Only 30% of the complaints came from the operating room. Thirty-four per cent of all incidents related to communication, behaviour and delay in service. A requirement to teach communication skills and stress handling formally in anaesthesia training programmes, and at the time of induction of staff into the department, has been identified.
Publication (Name of Journal)
Anaesthesia
Recommended Citation
Khan, F. A.,
Khimani, S.
(2007). Customer focused incident monitoring in anaesthesia. Anaesthesia, 62(6), 586-590.
Available at:
https://ecommons.aku.edu/pakistan_fhs_mc_anaesth/209