High reliability: the patient role and perspective. Using the patient experience as a catalyst for change
Using personal and family experience of health care, issues that need to be addressed and the core values that need to be present when striving to achieve excellence in public service delivery are identified. Robust systems, adherence to guidance and protocols together with meaningful engagement with the end user are essential ingredients to deliver on the public’s expectation that care be safe and quality assured. Organizational credibility is measured by the degree to which certain, non-negotiable attributes are demonstrated and clearly visible. These attributes include acceptance of organizational and individual responsibility and accountability. It is necessary that core values centre on the exercise of professionalism in a culture that facilitates transparency, open communication and demonstration of integrity, especially in the aftermath of adverse events. A style of leadership that engages with patients and insists that error is acknowledged in a way that facilitates learning and prevention of recurrence will not only advance healing for those involved but will also boost public confidence and enhance the reputation of individuals and the organization.