11. Examples of defects
› Turn-around time beyond customer’s
expectation
› Wrong-site surgery
› Patient leaving ED without being seen
› Prescription filled incorrectly
› Patient dissatisfied with the food
› Lost specimen
› Any instance where we paid expedite
charges to mail something out
(e.g., used Fed Ex) when it wasn’t
necessary
Definitions
13. Mistake-Proofing Solutions
Prevention-based
› Senses an abnormality that is about
to happen and keeps it from
happening OR
› Keeps the process from moving
forward until all required elements
are present and correct
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