Q & A

I'll not include all the questions and answers for the panel from this part of the conference. But here are two.

First, an exchange with Göran:

Q. What are the top three tactics to get past inertia (among the medical staff)?

A. People in medicine like to be the best. You have to talk about people about what they love to be best in, not about something unrelated to their own desires.

You cannot win everybody. You have to be patient. In the meantime, they need to feel that there is a context that believes in them, so that when they come around, they will feel supported.

Support systems (HR, Finance, etc) are all services for the front, i.e., where the actual value is delivered to the patient. There needs to be trust from the support system that tells the people at the front that we respect what they are trying to do.

And, another answer from Uma, to a related question:

We instituted a daily failure reporting system. We conduct a same day investigation of daily events, followed by implementation of improvements on a continuous basis. This makes it part of the culture to report problems on a current and regular basis.