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Video Transcription

Video Summary

Jamie Verde, VP of Risk Management at Emory Healthcare, explains how risk management is intentionally embedded within the Office of Quality to function as a proactive partner in quality, patient safety, and patient experience rather than a reactive department. She outlines key objectives: using proactive tools (education, policies/procedures, and risk assessments) to identify emerging risks and intervene before harm; collaborating with quality/patient safety after serious events to conduct reviews and implement system improvements; strengthening transparent, non-punitive safety event reporting (including near misses) to enable organizational learning and service recovery; and applying disclosure and apology principles after significant harm.<br /><br />Verde highlights major proactive risk tools: system-wide education on consent, documentation, advance directives, and complex scenarios; policy development and interpretation (e.g., AMA, capacity/refusal, behavioral health management, complex discharges); and targeted risk assessments driven by safety reports, claims, grievances, and workflow reviews. She provides an ED behavioral health example where overcrowding, inconsistent assessments, and poor documentation contributed to unsafe discharges; interventions included standardized suicide screening (Columbia scale), documentation education, monitoring, escalation pathways, and updated policies.<br /><br />She describes joint risk-quality-patient safety workflows for event triage (peer review, RCA/ACA), prioritization, and regulatory reporting. Finally, she details a robust disclosure and apology program, emphasizing ongoing compassionate communication and noting legal protections such as Georgia’s apology law.

Keywords

proactive risk management

quality and patient safety integration

safety event reporting and near misses

root cause analysis (RCA) and peer review

disclosure and apology program

behavioral health emergency department suicide screening

healthcare consent and documentation policies