Quality of care is also about the well-being of healthcare providers
In a hospital where thousands of procedures are performed every day, there is a real chance that something will not go entirely according to plan. Such an experience can weigh heavily on the healthcare provider involved.
Prof. Dirk De Ridder, director of quality management at UZ Leuven: "Only healthcare providers who feel good about themselves can take good care of patients. That is why we also pay attention to the person behind the professional."
UZ Leuven offers various levels of support. Initial support is provided by close colleagues and managers within the team. In many departments, additional support is available from healthcare colleagues, staff member coaches, or peer support colleagues. In addition, every employee can turn to the welfare coaches, and for long-term support, the hospital works with external partners. Trust and anonymity are central: conversations are not recorded or evaluated, and the focus is on recovery and learning from the incident for the future.
Only healthcare providers who feel good about themselves can take good care of patients
Prof. Dirk De Ridder, director of quality management at UZ Leuven
Research and policy go hand in hand
Attention to the well-being of healthcare providers is firmly embedded in UZ Leuven's quality and personnel policy. Thanks to designated contact persons and a person-centered care steering group, patient safety and employee well-being are now viewed as a whole.
The academic collaboration with KU Leuven reinforces this policy. Researchers have been scientifically monitoring the theme for fifteen years and translating their findings into concrete improvement actions in clinical practice.
Professor Kris Vanhaecht, head of the Patient Safety and Quality research group at KU Leuven: "After an incident, employees may begin to doubt their knowledge and skills. Studies show that this is one of the greatest risks for repeating mistakes. That is why we must provide them with proper guidance: learning from mistakes without pointing fingers, because to err is human."
After an incident, employees may begin to doubt their knowledge and skills. Studies show that this is one of the greatest risks for repeating mistakesProf. Kris Vanhaecht, researcher at KU Leuven
International recognition through RESCUE accreditation
RESCUE accreditation was developed by a European consortium, ERNSTV (European Research Network on Second and Third Victims), in which academic and clinical expert teams from 19 countries collaborate. The programme sets quality criteria to help hospitals develop a sustainable support policy for 'second victims'. This concerns both hospital policy and the competencies of peer supporters – this combination in a single quality label is unique in the world.
In early November, UZ Leuven became the first hospital worldwide to achieve this accreditation, following a thorough self-evaluation and external audit. In addition to UZ Leuven, one other hospital has since achieved accreditation; seven others are in the evaluation phase.
Professor José Mira, coordinator of the RESCUE programme: "UZ Leuven is one of the European pioneers that sees support for healthcare providers after an incident as an essential part of patient safety. Their approach is science-based, sustainable, and people-oriented—an example for hospitals throughout Europe."