How Quality Improvement techniques can help reduce client complaints and errors in practice

We all know practice life can be demanding enough without having to manage client complaints. Not only are clinical audits, protocols and checklists a requirement for the extended levels of the Practice Standards Scheme (PSS) and awards, they can prove vital in reducing complaints and in helping the team to put steps in place to reduce errors. However, as they are often felt to be ‘clinical’ they are not shared as widely as they might be with the whole team, which can obviously impact their effectiveness.
This interactive virtual CPD day will start with an introduction to Quality Improvement, cover audits in clinical settings, checklists and systems, look at why errors occur, and how to run a successful, no blame, ‘significant event’ audit. There will be opportunities to share experiences with other delegates, pick up lots of useful information and there will be practical tips for your particular practice to, most importantly, learn how to put these systems in place to reduce errors and complaints.

Who will benefit?

Clinical Directors, Head Nurses and Practice Managers, client care team - anyone involved with setting up and overseeing or implementing reporting and operating procedures and improving practice systems.

Speakers

Pam Mosedale BVetMed MRCVS, Quality Improvement Clinical Lead

Pam qualified from the RVC in 1979 and worked in mixed practice for the first part of her career, then was a partner in a small animal hospital for 17 years.

Pam joins the RCVS Knowledge QIAB as the Chair of the Board, having had extensive involvement with the college. She was a Practice Standards Inspector from the beginning of the BSAVA practice standards scheme and continued with the RCVS, becoming Lead Assessor from April 2015 till October 2020. She welcomed the increased emphasis on quality improvement and clinical governance, clinical effectiveness and audit in the new scheme.

Pam is editor of the BSAVA Guide to the Use of Veterinary Medicines and an SQP assessor for AMTRA. 

Pam first got involved in clinical governance when on BVHA council when she started to look into whether clinical audit could be applied to veterinary practices. She wrote the first article published in the UK on clinical audit in veterinary practices in 1999.

Pam has spoken at BSAVA Congress, BVNA congress, SPVS Congress, BEVA clinical audit workshops, CAW TP conference and on many RCVS webinars and CPD courses about clinical governance, clinical audit and Quality Improvement.

Pam is passionate about QI becoming part of the normal working day for veterinary teams and contributing to a just learning culture in practice. 

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Amelia Poole RVN, Quality Improvement Project Manager, RCVS Knowledge

Amelia joined RCVS Knowledge in 2019. She is a Registered Veterinary Nurse who previous to this role worked in practice for 11 years. She worked at a variety of privately owned hospitals, as well as rescue centres, concentrating on intensive inpatient care.

She has always been passionate about EBVM and Quality Improvement (QI) within practice to offer patients the best possible care and uses her veterinary experience to ensure that content is relevant to those in practice.

Amelia's role within RCVS Knowledge includes managing national audits and registries, such as the National Audit for Small Animal Neutering, the National Audit for Post-operative Outcomes and the Canine Cruciate Registry. This includes working with the Quality Improvement Advisory Board, members of the profession and various working groups to create resources and content that will support practices in embedding QI in practice, and use their audit data to help improve patient care on a practice, local and national scale. 

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