Critical Incident Staff Support
(CISS) T
lkit
(CISS) Toolkit
A I t d
ti
f
M
Why is the CISS Toolkit Necessary?
•
Health PEI recognizes that staff affected by critical incidents
require support and guidance.
•
Managers are often our
systems’ “first responders” in
systems first responders in
meeting these needs.
•
An interdisciplinary Working
An interdisciplinary Working
Group, established in 2011
by the Health PEI Executive Leadership Team, developed a
CISS model and the associated toolkit for managers.
What is the CISS Toolkit?
What is the CISS Toolkit?
•
A resource centre for managers
•
A resource centre for managers
containing information on supporting
staff through critical events. These can
g
include
an unanticipated adverse /
sentinel event
such as a medical error,
How does it work?
•
The CISS toolkit contains a series of links to
documents, articles, resources and contacts.
•
The information is organized as relevant to each
level of support for management of critical
i
id
t
Th
l
l i
l d
incidents: These levels include:
8
General planning and preparation for response to a critical incident
8
Preparing for immediate management response following a critical
Preparing for immediate management response following a critical
incident
8
Accessing peer supports and clinical expertise available to assist staff
during a critical incident
during a critical incident
8
Coordinating ongoing supports for individual staff who are having
Model for
Critical Incident Staff Support (CISS)
Establish Referral Network with EAP, Spiritual, Social
Work, Clinical Psychologist ,Psychiatry, Physician
Support Program
Tier 3
I di id
l R f
l N t
k
Critical Incident Staff Support (CISS)
Coordinating ongoing supports
for individual staff who are
h
i
diffi lt
i
Trained Local Peer support and Clinical Expertise
such as patient safety officers or stress debriefing
Ensure availability and access to prompt professional
support and/or guidance
Individual Referral Network
Tier 2
Accessing peer supports and clinical
having difficulty coping
Service/program support with manager, supervisor,
such as patient safety officers or stress debriefing
representatives who can provide one‐on‐one crisis
intervention, support, mentoring, team debriefs.
Tier 2
Trained local peer supporters and/or
clinicians who support as part of their role
Ti
1
Preparing for immediate
expertise available to assist staff
during a critical incident
Service/program support with manager, supervisor,
fellow team member who can provide one‐on‐one
reassurances and/or professional critique of situation
Tier 1
“Local” (Service/Program) Support
Pre Incident
Preparation/education through review of information
Preparing for immediate
management response following
a critical incident
Pre‐Incident
Support
Preparation/education through review of information
materials such as processes procedures, checklists,
articles, etc.
Scott, Susan D, et al. The Natural History of Recovery for the Health Care
Provider “Second Victim” after Adverse Patient Events. American Journal of
General planning and preparation
for response to a critical incident
f
f
Medical Quality 2010
Next Steps for Managers
•
Familiarize yourself with
Critical Incident Staff Support (CISS)
Managers’ Toolkit
Health PEI recognizes that our Managers are often our systems’ “first responders” to staff affected by critical incidents. The following Managers’ toolkit provides links to useful policies, articles and checklists, as well as key contacts and resources to assist you in guiding and supporting your staff and colleagues at the i
the site
•
Discuss topic with staff at
various response stages. (hold Ctrl key and click on underlined text to follow links below)
Supports/Resources
Tools, References, and
Examples
Pre‐incident
Planning and Preparation for
Presentations Presentation on Critical Incident Staff Support Toolkit Health PEI Policies Compliments and Complaints Policy Incident Reporting Policy Disclosure of Adverse Events Policy Quality Improvement Activity Policy Articles and videos IHI White Paper: Respectful Management of Serious Clinical Adverse Events
p
meetings
•
Plan how you will respond
Planning and Preparation for response Serious Clinical Adverse Events When Things Go Wrong Mental Health First Aid in the Workplace ‐ Manager's Guide Josie King Foundation www.josieking.org
Tier 1
Local Service/Program
Support
Peer support Stages of dealing with a critical event How caregivers describe their feelings How to support a colleague Listening Skillshandout Do’s and Don’ts of Good ListeningSupport for physicians “Iron Doc” by Mamta Gautum, MD, FRCPC, CPDC (for purchase only) Medical Society physician support program
Plan how you will respond
in these situations
Immediately following the critical incident y p y pp p g Medical Society of PEI Supervisor/Manager tools Respectful Management of a Serious Clinical Adverse Event Checklist Respectful Management of a Serious Clinical Adverse Event WorkplanTier 2
Trained local peer
support and/or
clinicians who support
as part of their role
Accessing Health PEI Staff Trained in Critical Incident Stress Management (CISM) Richmond Centre Crisis Support Critical Incident Stress Management services for regional staff involved in traumatic incidents at work Richmond Centre Crisis Support HR Representatives & Quality/Risk Team List of contacts for HR and Quality and Access Management Employee Assistance Program (EAP) and LifeWorks EAP and Lifeworks information Keep checking back for more updates. For more information on this toolkit, please contact your HR or Quality/Risk Resources that are availablefollowing a critical incident. Community Support Information Community Support Groups and PEI Helping Tree ‐ Map of Key Contact Information
Tier 3
Individual Referral
Network
Supporting staff post‐incident who are having difficulty coping. Employee Assistance Program (EAP) and LifeWorks EAP and Lifeworks information
Critical Incident Stress Management (CISM) Richmond Centre Crisis Support
Physician Support Program for Physicians and their families
Medical Society of PEI
