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The SCCA is committed to continually improving the quality and safety of the healthcare services it provides. All members of the SCCA workplace environment commit to the following shared quality vision and values:
SCCA will demonstrate the highest level of care and service through use of evidence-based practices and a commitment to patient and family-centered care.
SCCA is committed to patient care that is founded in its quality values:
Patient safety is the priority at SCCA. All members of the workplace accept patient safety as a personal responsibility and engage in behaviors that foster a positive safety culture. All members are empowered to hold each other accountable for patient safety and will speak-up should it be compromised.
The SCCA safety culture is founded on open communication and collaboration within and between work groups, across all staff levels, and is grounded in trust and mutual respect. The safety culture is supported by the following SCCA Behavioral Code of Conduct.
The SCCA promotes collaboration across the care delivery system in carrying out its mission. We are committed to providing patient & family centered care of the highest quality. Rendering quality care in a safe environment is dependent on a workplace culture where open communication and effective collaboration occurs. We expect our workforce to engage in behaviors that foster a positive culture where all members treat each other and our patients with professionalism and respect.
This Behavioral Code of Conduct is established to promote conduct that:
This Behavioral Code of Conduct applies to all members of the SCCA workforce, including employees, medical staff, and other non-employees who work at the SCCA. This code complements other related policies and procedures at the SCCA and describes how to address issues of misconduct when they arise.
SCCA leadership at all levels, including Medical Directors, Administrative Directors, Managers/Supervisors, will model the behavior expected of all workforce members at the SCCA.
The following list is not intended to be all inclusive.
In situations where unacceptable behavior occurs, the SCCA expects the workforce members involved to recognize and acknowledge the behavior as unacceptable. The involved individuals are encouraged to address issues of misconduct when they arise. In situations where assistance is needed, the workforce member can work with:
It is the responsibility of the above individuals to assist in resolving the issue directly or to appropriately refer the matter to the responsible supervisor.
Should a patient care error or near-miss event occur it is critical that we respond quickly and learn from them so that we may prevent their reoccurrence. Patients and families have the right to expect open communication about the results of care and treatment—including potential results caused through error.
Should a patient event occur:
The Risk Management program places emphasis on harm prevention for patients, visitors, and staff. If you are unsure whether an incident should be reported to Risk Management—discuss with your Department Supervisor or contact Risk Management to clarify (206.288.1056). Risk Management will then assist by coordinating an investigation and setting up communication between all parties involved. They will then organize disclosure discussions to help maintain patient and family trust, and coordinate Media Relations involvement as needed. They will also facilitate access to legal guidance, if necessary.
Contact your Supervisor who will provide you with an Accident Incident Response Form to complete.
Patient complaints are best resolved at the service level—staff are encouraged to involve the local area supervisor/manager.
Utilize the "H.E.A.T." tool:
Patients who are dissatisfied with services or procedures at SCCA have the right to make a formal complaint to SCCA. The SCCA Patient Relations Office can be reached at 206.288.1056.
The SCCA complies with many state, federal and hospital accreditation rules. The agencies that certify or accredit our operations regularly send survey teams to conduct on-site surveys of the care and services we provide at SCCA outpatient and inpatient sites of care.
Sometimes we know when they are coming; often we don't know. Visits are frequently unannounced as it shows a more accurate picture of an organization’s day-to-day performance.
The Seattle Cancer Care Alliance is committed to excellence and accountability and will facilitate an unannounced survey or site visit.
Call the Accreditation and Regulatory Affairs Department at 206-288-1055 for questions or advice on practicing for surveys. For written information on being prepared for a survey, print a "Staff Survey Readiness Guide", if you are a staff member, or "MD Survey Readiness Quick Guide", if you are a medical provider, from the Accreditation and Regulatory Affairs department intranet site, Continuous Readiness Tools section.