Cognitive Institute
The Cognitive Institute has developed
the Promoting Professional Accountability
Programme which is an evidence-based
programme proven to address unprofessional
behaviour and improve a safe culture for all
staff and patients.
The programme builds on the existing professionalism and
commitment of the overwhelming majority of staff, while ensuring
the actions of no one individual can undermine a culture of safety
and reliability, and that all people make occasional errors.
Equally important, the programme has inbuilt sensitivity to ensure
uncharacteristic and isolated incidents from conscientious staff are
handled proportionately.
At the heart of the programme is the ability to identify and
respectfully engage staff over reported behaviours, allowing them to
reflect and personally align with a culture of safety and excellence.
This innovative approach enables expertly trained Peer
Messengers to deliver information in conversations about single,
reported incidents, as well as providing a methodology to identify
and address individuals who display ‘outlier’ behaviours. It has
been implemented by a number of DHBs, and internationally
recognised health providers like the Great Ormond Street Hospital.
Triage Team &
Peer Messengers
The Triage Team will consist of five senior staff.
Two members will review each report and assess if a Peer
Messenger will be asked to provide feedback through the informal
‘cup of coffee conversation’.
Peer Messengers are staff, who are well regarded by their peers
and colleagues and able to communicate respectfully when
delivering feedback. The 18 Peer Messengers will be nominated,
by staff, from across our organisation. After they have completed
their training they will be asked to deliver feedback directly to staff.
The evidence is that when staff are able to receive feedback
from a peer about behaviours, which may have undermined the
culture of safety, they respond well. This is a gentle, professional
interaction, shared through an informal conversation known as a
‘cup of coffee conversation’ rather than a formal complaint system.
If the process of having a Peer Messenger provide feedback does
not help an individual change their behaviours, then the Triage
Team may refer to the Line Manager for an 'Awareness Intervention’
conversation. This is still an informal step; however, if unacceptable
behaviours persist, then more formal steps can be implemented.
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Promoting Professional Accountability has been developed by the
globally recognised Vanderbilt University Centre for Patient and
Professional Advocacy.
Nominate someone you think will make a
great peer messenger
The Peer Messengers will be our CARE
Ambassadors. They are the types of people in
our organisation, whose natural way of working
and communicating epitomises our CARE values.
We are looking for 18 people to be selected as Peer Messengers,
representing professional and occupational groups, and based on
both campuses.
The Cognitive Institute recommends peer messengers are:
12
• Respected by their peers and committed to confidentiality.
• Willing to take distressing information to a colleague
(conversations peer to peer).
• Willing to participate and complete required training (approx. 4
hours).
The ‘cup of coffee conversations’ will be in addition to the Peer
Messengers existing workload.
Nominations must be submitted on the nomination form
http://oneplace/Community/Culture/SitePages/Community%20
Home.aspx by 5pm Sunday 16 September.
Members of the Creating our Culture Advisory Group will shortlist
the nominations against the Cognitive Institute’s criteria. Successful
nominations go to the applicant’s line manager for agreement that
the staff member will attend the Peer Messenger training, and be
freed from duties, to carry out the Peer Messenger tasks.
The Creating our Culture Advisory Group will then recommend to
executive leads the names for approval as Peer Messengers.
If you have questions, these members of the Creating our Culture
Advisory Group have made themselves available to discuss this
process:
Neil Mower, Jacky Maaka, Lisa McAuley, Sharon Powley, Raewyn
Gedye, Kaywyn McKenzie, Diana Marriott and Ros Jackson.