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Ready Reliable Care

Ready Reliable Care is the Defense Health Agency's (DHA) approach to increasing high reliability across the Military Health System (MHS). It builds on the existing work and best practices of the service medical departments and the DHA. Ready Reliable Care works across clinical and non-clinical settings to drive better outcomes for patients, staff, and the enterprise. This approach isn't another project to work on in addition to everything else. It is a critical part of how to get everything else right.

Watch the 3-minute video below to learn what Ready Reliable Care is and what it means for the DHA.

Introduction to Ready Reliable Care

High Reliability Organizations

A high reliability organization (HRO) achieves top outcomes despite operating in complex or high-risk environments.

The airline and nuclear industries are common examples of HROs. They get top results by:

  • Standardizing processes for less variability
  • Reducing errors to achieve zero harm in clinical and non-clinical areas
  • Celebrating transparency and accountability
  • Valuing everyone's input, regardless of rank

After a review of MHS performance in 2014, each service medical department and the DHA took specific action to improve health care access, quality, safety, transparency, and patient engagement. Now the DHA is working to standardize and spread these efforts, in a coordinated path to high reliability for the entire MHS: Ready Reliable Care.

Ready Reliable Care Principles

The seven principles of Ready Reliable Care guide our work and apply to all staff, in every job. When we use these principles in our work, we advance high reliability:

Icon of an eye representing preoccupation with failure. Icon of sensitivity to operations. The image includes a finger pointing into circle. Icon displaying 2 heads connected with an arching line connecting the two. Icon of a handshake

PREOCCUPATION WITH FAILURE

Drive zero harm by anticipating and addressing risks

SENSITIVITY TO OPERATIONS

Be mindful of how people, processes, and systems impact outcomes

DEFERENCE TO EXPERTISE

Seek guidance from those with the most relevant knowledge and experience

RESPECT FOR PEOPLE

Foster mutual trust and respect

Icon of a chain link angled 45 degrees Icon of a bullseye with an arrow in the center of it. Icon of many paths all interconnected and pointing to different directions.

COMMITMENT TO RESILIENCE

Leverage Past mistake to learn, grow, and improve processes

CONSTANCY OF PURPOSE

Persist through adversity towards the common goal of zero harm

RELUCTANCE TO SIMPLIFY

Strive to understand complexities and address root causes

Ready Reliable Care Domains of Change

By using the Ready Reliable Care principles in our daily work, all staff contribute to a more ready and reliable MHS. System-wide progress happens across four domains of change:

Icon of 3 people with the one in the center raising their hand. Icon of a shield. Icon of a gear rotating Icon of a person within 2 larger rings

LEADERSHIP COMMITMENT

Prioritize Ready Reliable Care at all levels of leadership

CULTURE OF SAFETY

Commit to safety and harm prevention

CONTINUOUS PROCESS IMPROVEMENT

Advance innovative solutions and spread leading practices

PATIENT CENTEREDNESS

Focus on patients' safety and quality of care experience

The MHS continues to meet the challenges of the COVID-19 pandemic and prepares for other changes across the enterprise – including the Transformation and MHS GENESIS rollout. As we do so, Ready Reliable Care is a guide for all of us to simplify and improve care delivery.

Do you know someone who is contributing to a more highly reliable MHS and advancing the DHA mission by embodying Ready Reliable Care principles in their daily work? Nominate them, as part of the DHA Director Spotlight recognition program, for a personalized social media “shout-out” from DHA Director, Lt. Gen. Ron Place.

Clinical Improvement Priorities for MTF Providers

Ready Reliable Care efforts span all four domains of change noted above. This year, we are focused on several projects to support continuous process improvement in the clinical care setting. They include:

- Stepped Care Model for Pain: This model will allow MTFs to standardize and effectively implement evidence-based best practices for managing acute and chronic pain in the primary care setting.

- Opioid Overdose / Naloxone Distribution: Through standardized management of chronic pain, this program will ensure that patients taking long-term opioid therapy with an elevated risk of opioid-related harm, receive overdose education and at least one prescription for naloxone medication in a 12-month window.

For other clinical priorities, visit the page for clinical improvement priorities for MTF providers

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Ready Reliable Care Screensaver Commitment to Resilience

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Suggested social media message: MHS staff never settle for the status quo. We actively look for ways to make our daily practices safer and more efficient, to ensure the best possible care for our patients and each other. Learn more about our commitment to #ReadyReliableCare [health.mil/ReadyReliableCare]

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Suggested social media message: MHS staff don't accept shortcuts. We dig deep to understand the root causes of the challenges we face. When we are reluctant to simplify and sensitive to operations, we find the right solutions. Learn more about our commitment to #ReadyReliableCare [health.mil/ReadyReliableCare]

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Suggested social media message: All MHS staff are committed to zero harm and exceptional customer service. Our laser focus on quality, safety, and patient experience will consistently improve outcomes for everyone. Learn more about #ReadyReliableCare [health.mil/ReadyReliableCare]

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Suggested social media message: Thank you to the wonderful staff who work hard every day to deliver #ReadyReliableCare to our patients and each other! Your efforts are driving us toward a safer and more reliable MHS. Learn more about #ReadyReliableCare here: [health.mil/ReadyReliableCare]

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Suggested social media message: Our MHS staff have shown outstanding commitment to #ReadyReliableCare during the COVID-19 pandemic. They remain resilient and focused on delivery of high-quality patient care under difficult circumstances. [health.mil/ReadyReliableCare]

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Suggested social media message: Mutual trust and Respect for People is a cornerstone of the [facility name] culture. Let's take a moment to acknowledge everyone who helps create a happier and healthier work environment! #ReadyReliableCare

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Suggested social media message: Each of us at [facility name] is a problem solver, sharing relevant knowledge and experience to create the best possible solutions. Thank a colleague or staff member who you recently Deferred to for Expertise! #ReadyReliableCare

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Last Updated: June 29, 2022

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

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