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BIDMC Peer Support Program
Pat Folcarelli, RN, MA, PhD; Taj Qureshi, MPH
Beth Israel Deaconess Medical Center
Introduction/Problem
Over the last decade, there has been a growing body of literature describing the experiences health care
workers face when they are part of or witness an adverse event or other upsetting situation. Sometimes,
impacted health care workers are described as “second victims” because the events are challenging to
deal with, especially alone. Often, those who can be most supportive in these circumstances are peers.
Following a successful pilot Peer Support Program in 2013, the program today includes 169 volunteer
Peer Supporters from a variety of disciplines including medicine, nursing, social work, and
occupational/physical therapy. Peer Supporters have been selected by their colleagues as being reliable
sources of support. They have completed formal training for their respective departments and are
available to provide staff with one-on-one confidential support anytime if they are dealing with adverse
event-related, patient-related, work-related, or personal events. Since 2016, the program has expanded
to include HCA.
The Interventions
Continued to track the number and types of peer support encounters per month
Conducted two additional training sessions for newly recruited Peer Supporters
Published a portal story to feature the program
Edited the program’s portal page to include an updated list of Peer Supporters and resources
Results/Progress to Date
Peer Supporters by Role
Aim/Goal
The aim/goal was to recruit additional Peer Supporters, increase utilization of the program, and assess
the impact of the program on health care workers at BIDMC.
The Team
Pat Folcarelli, RN, MA, PhD (HCQ); Taj Qureshi, MPH (HCQ); Steve Pratt, MD (Anesthesia); Andrew
Zaglin (HR); Pam Peck, PsyD (Psychiatry); Leslie Ajl, RN, MS (PCS); Phyllis West, RN, MS (PCS);
Kristen Russell, RN, MS (PCS); Joanne Devine, RN, MS (PCS); Mary McDonough, LICSW (PCS); Judy
Bieber (HR); Suzanne Joyner, RN (PCS); Cheryle Totte, RN, MS (HCQ)
Number of Peer Supporters
120
100
80
60
40
20
0
Attending
Nurse
Role
Other
Resident
The program is currently comprised of 169 Peer Supporters. “Other” includes social workers,
physical/occupational therapists, clinical resource/trials specialists, patient care technicians, and more.
For more information, contact:
Taj Qureshi, MPH, QI Project Manager, tqureshi@bidmc.harvard.edu
�BIDMC Peer Support Program
Pat Folcarelli, RN, MA, PhD; Taj Qureshi, MPH
Beth Israel Deaconess Medical Center
More Results/Progress to Date
Number of Encounters
Peer Support Encounters by Month
CY17
Peer Support Reach Out Topics
FY18 Q1
Adverse Event
150
100
high volume; high patient
acuity; interpersonal
interactions with colleagues
50
0
Patient-Related
poor outcomes; challenging
patients/families
Month
Within the last calendar year, Peer Supporters have engaged in nearly 700 peer support encounters
across the medical center.
17%
34%
21%
co-worker death; divorce;
death in family
In recent months, the focus of the support has been largely related to work-related and personal issues.
Lessons Learned
Staff and Supporter Reach Outs by Month
CY17
140
120
100
80
60
40
20
0
Work-Related
misdiagnosis; medication
error; complication during
surgery or procedure
28%
Note: No data collection in February and March.
Number of Reach Outs
Personal
Overall, the BIDMC Peer Support Program aligns with hospital-wide efforts to improve upon multidimensional, shared community experiences – be it patient, family member, or employee. The recently
formed Office of the BIDMC Experience is engaged in improvement opportunities identified by collecting
and analyzing patient survey, employee engagement, and physician experience data. Programs like the
Peer Support Program are valuable to the success of improving the collective community experience for
those receiving extraordinary care and those working collaboratively at BIDMC.
Staff Reached Out
Supporter Reached Out
Next Steps
The future focus of the program will be to ensure that every clinical work area has an identified Peer
Supporter.
Note: No data collection in February and March.
Month
In over half the encounters, Peer Supporters reached out to staff.
For more information, contact:
Taj Qureshi, MPH, QI Project Manager, tqureshi@bidmc.harvard.edu
�
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Taj Qureshi (<a href="mailto:tqureshi@bidmc.harvard.edu">tqureshi@bidmc.harvard.edu</a>)
Department
Any departments listed on the poster or identified in the spreadsheet.
Health Care Quality
Project Team
Pat Folcarelli
Taj Qureshi
Steve Pratt
Andrew Zaglin
Pam Peck
Leslie Ajl
Phyllis West
Kristen Russell
Joanne Devine
Mary McDonough
Judy Bieber
Suzanne Joyner
Cheryle Totte
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
BIDMC
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
BIDMC Peer Support Program
Date
A point or period of time associated with an event in the lifecycle of the resource
2018
Format
The file format, physical medium, or dimensions of the resource
pdf
Effectiveness
Safety