Novant Health’s commitment to patient safety: What you need to know

Novant Health has always put patients first.

Last year, we put that goal in writing with the HeRO playbook. HeRO stands for “High Reliability Organization,” a concept borrowed from industries – like aviation – operating in high-risk environments where small errors can be catastrophic.

The playbook is a tangible reminder to team members to strive every day to create a safer, more consistent and more compassionate experience for patients. Novant Health President and CEO Carl S. Armato calls the playbook “a testament to our shared commitment to making a meaningful impact in the lives we touch.”

It’s no secret that we want to set the standard for healthcare excellence. So, we’ve made the playbook available to anyone with an internet connection. Dr. Heather Davis, senior vice president and chief clinical officer of Novant Health's Coastal Region, notes a few points of interest:

• Safety. Our goal is zero preventable harm. Every member of the team is empowered and encouraged to report – without fear of reprisal – close calls and errors. Speaking up is one of five pillars in building and maintaining a strong safety culture. See Page 8 for the full list.
• Quality. We strive to be the best, but there’s almost always room for improvement. At Novant Health, that starts with using data to track progress, comparing our results to other hospitals and outlining and then making improvements if necessary. See Page 10 for more on our quality management system.
• Experience. If your broken bone heals, your diabetes is successfully managed or your cancer is cured – but if we did not provide you with a remarkable experience, then we failed. Every interaction with a Novant Health doctor or other team member should be a positive one.

We hope our patients see evidence of our playbook in action during every encounter with our teams. We’re also involving patients and loved ones directly in this collaborative work via PFACs, our patient/family advisory councils, to provide additional opportunities for feedback and discussion.

Our drive to learn and improve will never end. If you have an experience to share, including an instance where you believe we fell short, Novant Health wants to hear about it. It’s how we meet the goal of delivering the care you and your family deserve.

Patients in southeast North Carolina (New Hanover County and surrounding region) can call 910-667-7771 to reach the patient advocate line.