Hospital hotlines are made available through telephone numbers, via the hospital intranet if it is web-based or through an external link. They must include a whistle blower protection policy to protect complainants from retaliation and safeguard the identity of anonymous callers. The policy must:
- include a circumspect statement that protects complainants from consequences of investigative actions,
- refer applicable laws such as the Sarbanes-Oxley Act of 2002, and
- include retaliation protection contact information such as the Office of the Whistleblower Protection Program administered by the US Department of Labor’s Occupational Safety and Health Administration (OSHA)
- Compliance violations: Issues such as breach of confidentiality mandated by HIPAA guidelines, patient information leaks because of inappropriate use of technology or by persons, billing irregularities, etc.
- Quality violations: Issues such as tardy patient care by any care provider – physician, nurse, lab technician, home care workers or hospice; incorrect medication dosages because of miscommunication; issues caused by inaccurate understanding of medical instructions; auditing or accounting problems; work-related injuries; etc.
- Patient safety: Issues such as dissatisfaction with safety norms followed at the hospital, environmental risks, health hazards, substance abuse observed, and harassment in any form (written, verbal, or suggestive) and for any reason (race, sex, origin, age or religion).
- Patient experience: Issues such as the physicians’ attitude and poor communication, patient’s lack of understanding of the diagnosis and treatment process, long waiting times, poor follow-up, etc.
- Ethics violation: Issues such as conflict of interest, theft or embezzlement, corruption, bribery, intentional destruction of property, fraud, document falsifications, etc.
Hotline administrators can view incidence reports collated from mobile, online and manager open-door reports on a centralized dashboard accessible on a tablet that’s always on and always available. The admin can initiate investigations from the dashboard, view progress reports, analyze trends and take decisions to suggest corrective actions at the hospital.
With a mobile hotline system, hospitals save money and time, shorten issue resolution times, address pain points, streamline workflows, optimize resource consumption, and augment the system’s influence on the hospital’s GRC efforts.
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