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Playbook 5 min· advanced

A provider says the system is unsafe

Take it seriously. Capture wording. Escalation path is fixed.

Steps
  1. 1
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    Take it seriously. Capture wording. Escalation path is fixed.

What to say
  • Speak calmly.
  • Be specific.
  • End with where you'll be.
What to capture
  • What happened.
  • When it happened.
  • Who was affected.
Related checklist
Before you say 'unit-wide'

Confirm scope before raising the temperature.

Related scenario
A clinician can't sign an order

Roleplay: what you do in the next 90 seconds.