Next, Pat began communications with the company and within two weeks the company sent representatives from their corporate offices to meet with Pat and Risk Management to review the situation. After the meeting the company immediately realized the issue and agreed to bring a quick resolution to this problem even though they had not received any other complaints prior to this and the product is commercially available throughout the country. As a result of Pat's feedback, follow-up, and recommendations, the company was eager to make modifications to benefit both the clinician and mom by making it easier to identify and locate the correct product by creating a new name and look for the product and by changing the lids and neckband color of the product container to avoid any confusion and to implement these changes to the product in all hospitals and retail stores.
Shortly thereafter the company changed their labeling and cleared up any chances for confusion with these products. It is difficult at best to convince any corporation to change their marketing and/or labeling/packaging. For the company to take the action they did indicates the seriousness of this issue, the respect they have for Pat, and the credibility of her recommendations. Pat avoided a potentially harmful situation by being proactive to bring a resolution to this safety issue and thereby improving the safety for children not only at ACH, but throughout the country.
Pat, thank you for your outstanding Service Excellence and all you do for All Children's Hospital, our patients and kids everywhere. Congratulations for receiving the December 2010 Employee of the Month honors!