No Harm Done Podcast

We’re kicking off a new season. Why? Because we want to! You’ll find some new segments and old favourites – and a fair bit of fearless facing of AI in improvement and clinical governance. In Ep 1 you’ll find a reinforcement on what leaders want in a quality management system; a reminder about the cost/quality...

Life Rewards Action (whether it’s wardrobes, email or org-wide culture change…) Worried about your ‘culcha’? See your CEO and board earnestly nodding about ‘improving’ culture/creating a ‘culture of quality’ – and then looking expectantly at you? Don’t break out the powerpoint: we have the good oil on the practicalities of shifting culture for happier staff...

1. QUALITY QUANDARY (Time: 0.15) We’ve all been in this Quandary: how to get those docs to engage in improvement? No magic wands here but some useful tips that go beyond ‘Pleeeeeeese!’ Thinking about what they need before what you need is a great start. Jones B, Vaux E, Olsson-Brown A. How to get started...

1. The Point (Time: 00:15) The evidence is in! Consumers are invaluable on patient safety investigations. From April 2025, the latest Hibbert research – Perceptions and Experiences of Consumer Representatives on Patient Safety Investigation Teams: A Qualitative Analysis. https://onlinelibrary.wiley.com/doi/10.1111/hex.70281 2. QUALITY HACK (Time: 16:15) We’ve all heard loads of bright ideas for remembering names –...

1. TLDR (Too Long Didn’t Read – or Too Long Must Read, for our Victorian listeners – for this particular document!) (Time: 1:05) No more ‘safe, high-quality care’, and the improvement cycle gets a makeover. What sorcery is this? It’s The Safer Care Victoria Victorian Clinical Governance Framework! https://www.safercare.vic.gov.au/publications/victorian-clinical-governance-framework 2. DRDR (Did Read, Do Read)...

Getting to ‘consistently good’ requires systematic thinking from the logical part of your brain – and a system to back it up. But this won’t happen unless the ‘elephant’ part of your brain wants to go there. Improving care and service quality is a whole-of-brain workout! 1. QUALITY QUANDARY (Time: 0:45) No, you’re not wrong...

Everything old is new again – but with added features! Dignity of risk, spread and scale, negotiating for success – all with fresh clothes but a traditional skeleton. 1. QUALITY QUANDARY (Time: 00:40) A Wicked Problem: managing consumer focus, dignity and risk. (And doesn’t it sound familiar?) Hillman A, Tadd W, Calnan S, Calnan M,...

When we get hold of it, of course! Plus some excellent evidence on the effectiveness component of aged care quality that could use some more attention – and a tip for improving the consumer experience that costs nothing in time, effort or $$$. 1. QUALITY QUANDARY (Time: 00:40) Care Track Aged Care Study Hibbert, P.D.,...

‘Episode 18.5′ is a bit like ‘Platform 9 and 3/4’ – something special we want to let our lovely listeners in on! QualityClub is happening in 2025 from Feb-July – and we enthusiastically invite you to join us! Run by career quality managers and directors, and hosts of No Harm Done Balding and Jones, QualityClub aims to...

How much QI is too much? Does accreditation work? What’s in a title? These and other random questions are answered right here! 1. QUALITY QUANDARY (Time: 00:30 ) Building Improvement Capacity and Capability with the Dosing Approach https://www.ihi.org/insights/building-improvement-capacity-and-capability-dosing-approach 2. DRDR (Time: 5:40) The Essential Guide to Understanding and Working With Clinical Indicators Jan Main. Defining...

We face up to the fact that not everyone is sleepless with excitement about our agenda – so how to have people running towards you, and your working and consumer groups, rather than away? And – lets’ look on the bright side for a change! 1. INTRO We discussed ‘VirtualCB’ here: Check her out!: https://www.delphi.ai/cathybalding)...

We certainly thought so! Plus getting the most out of consumer engagement for everyone involved; and we know that good post-discharge care requires solid discharge summaries, but they’re looking a bit wobbly. 1. QUALITY QUANDARY (Time: 1:25) How will AI and Quality Leaders interact? Hilariously, if this segment is any indication. (BTW, we recorded this...

Cementing the governance and leadership role in good care; using incident analysis differently and livening up those policies (so people actually follow them!) 1. TLDR (Time: 0.45 ) A Dive into the Impact of Governance and Leadership on Quality of Care Fulop, N., & Ramsay, A. (2023). Governance and Leadership (Elements of Improving Quality and...

This ep we’re draining swamps and hacking mindsets – and you thought this was a podcast about improving quality… 1. QUALITY QUANDARY (Time: 01:10) Draining the Root Cause Swamp Trbovich P, Shojania KG. Root-cause analysis: swatting at mosquitoes versus draining the swamp. BMJ Quality & Safety 2017;26:350-353. https://qualitysafety.bmj.com/content/26/5/350 2. The Point (Time: 11:10) Carer Reported Outcome Measures Jeyasingam N,...

In this ep we look at the reasons behind the struggle (behind the grind, behind the slog) for improvement (and it’s probably got nothing to do with you); as well as how to build psychological safety and communication again, again, again… Vaughn VM, et al. Characteristics of healthcare organisations struggling to improve quality: results from...

What is QClub?

It was inevitable – NHD wades into AI for a bit of ChatQI. 1. Intro (Time: 00:25) We don’t often include the intro in the shownotes, but as we banged on about ChatGPT and its deep understanding of quality manager challenges… https://chat.openai.com/auth/login 2. QUALITY QUANDARY (Time: 6.45) How will Artificial Intelligence affect healthcare? https://www.mckinsey.com/industries/healthcare/our-insights/transforming-healthcare-with-ai 3....

More delving into the nuts and bolts of effective partnering with consumers to make things better. And we found a facilitators playground for you to play in! 1. The (TLDR) Point! (Time: 1:00) Top evidence-based tips for partnering with consumers to improve care and services. Cochrane gathered the evidence so we – or you –...

We know – it’s obvious. So why is it so rare to see consumer and staff satisfaction addressed in tandem? 1. QQ (Quality Quandary) (Time:1:20) Putting Consumers First and Staff First Too! Successful improvement requires both consumers and staff to get something positive out of the process. But this too often gets forgotten. Lawton R, Thomas EJ....

There’s a lot riding on quality manager skills – in this ep we discuss what it takes to be great, as well as picking out a couple of essential tasks: building change readiness and making Community/Care Advisory Committees successful. 1. QQ (Quality Quandary) (Time: 1:29) How to Build a Quality Manager What are the essential...