Quality and Patient
Safety & Regulatory
High Reliability Organization (HRO)
As an HRO, we are strive to achieve high reliability by prioritizing safety and implementing robust measures
to prevent errors. With our collective commitment to safety and reliability, we serve our mission and achieve
our vision. By adhering using the universal behaviors and tools listed below, We are better prepared to operate
in our high-risk environment, while minimizing the likelihood of causing harm to our patients.
YOUR HRO TOOLBOX
Pay Attention To Detail
• Self-check using STAR (Stop, Think, Act, Review)
• Peer Check
Communicate Clearly
• SBAR (Situation, Background, Assessment,
Recommendation)
• Three-way repeat-back and read-back
• Phonetic and numeric clarification
• Clarifying questions
Have A Questioning Attitude
• Validate and verify
• Know why and comply
Operate As A Team
• Brief, execute and debrief
Speak Up For Safety
• Escalation using CUS (Concerned, Uncomfortable,
Stop) and chain of command
• Event reporting systems (UOR)
Provider Education Training Manual 18
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