ISQua Membership Bulletin

28 June 2018
June/july issue
CEO Update
#ISQua2018 - Join us in Kuala Lumpur
Invite a Friend to Join ISQua
ISQua Webinars
Declaration on Patient Safety
Patient Inclusion Scholarship
From External Evaluation to Licensing
Partner & Regional Events
QI Network - Europe
Layman Summaries of IJQHC Articles
New Role for ISQua Expert & Member, Jennifer Zelmer
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CEO Update

CEO Update

We are now over half way through the year and moving closer and closer to our annual Conference in Kuala Lumpur in September.


As I am sure you know, we offer early bird rates for delegates who register before 4th July, and as members, you receive even more of a discount.


Why should you travel to Kuala Lumpur for #ISQua2018? I have 5 reasons for you:


Insights from Experts

  • Over 250 health care quality and safety leaders have been invited to speak and present at our 2018 Conference.

Connections and Networks

  • By attending ISQua 35th International Conference you will have direct access to an international community of key health care and patient safety experts. Meet up with friends or colleagues and make new acquaintances and connections.

New Perspectives

  • Take home new perspectives, ideas and plans for your organisations. ISQua offers multiple session types, from 90 minute in-depth talks to fifteen-minute flash presentations to innovative e-posters.

Registration Discounts

  • We offer discounts of up to 70% off our registration fees for delegates from low & lower-middle income countries. Discounts are also available for members and Malaysian locals.

Be in the know!

  • Looking after the 'second victim', climate change & health, inequalities in health, tackling NCDs, we cover the topics that matter most to the healthcare industry.  

And then of course, there's Kuala Lumpur!

LonelyPlanet describes it best ( 

I would love to see each one of you in Kuala Lumpur in September!

ISQua's Strategic Goals for 2018 - 2020

When ISQua's Board met in March 2018 they redesigned and rebuilt our strategy for the next three years. The strategies are inter-dependent with a common purpose, and person-centred care at the core.


As a membership organisation, ISQua aims to increase the network of Members worldwide with a focus on developing benefits for Members so they are supported in their efforts to innovate, transform, develop and improve safe person-centred care.


The four core aims are to:

  • Build on our foundation and our success
  • Develop interventions for improving quality and safety
  • Develop programmes and expand impact in all regions
  • Maintain develop and foster strategic partnerships

To achieve this, we will be bold, focus on our customers and Members, develop new business models and cultivate existing and new partnerships.

The full strategy can be downloaded here:


#ISQua2018 - Join us in Kuala Lumpur

Read Now - Conference Programme for ISQua 2018

The Conference Programme for #ISQua2018 is now available!


We have invited over 180 speakers to deliver over 170 presentations and 81 e-poster presentations for ISQua's 35th International Conference in Kuala Lumpur. Over 550 posters have also been accepted for display.


View now


ISQua’s partner for this important event is the Malaysian Society for Quality in Healthcare (MSQH). Together, with the theme of ‘Heads, Hearts and Hands: Weaving the Fabric of Quality and Safety’ we will provide an outstanding programme with speakers from almost 50 countries.

It is our aim to bring together delegates and speakers from across the world to learn from each other, and to test ideas, research findings and insights. To then return to our homes to apply new knowledge and skills to the benefit of patients, who are the reason we all do what we do. We also hope that you will gather together to enjoy the lighter side of life through the various social and cultural gatherings we have organised, to renew old friendships and make new ones.

On the learning side, the scientific content for this year’s conference is of the highest standard. This year, we received over 1,100 abstracts from 60 countries. From this, we’ve selected over 230 speakers and over 550 posters for display.

Our 11 tracks cover some of the old favourites, which remain as important today as they have always been, such as external evaluation, primary & community-based care, person-centred care and education. There are also emerging issues that will be presented to help you develop a focus on challenges to come and to prepare you to face those challenges; such themes as disruptive improvement, e-health, second victims, climate change & health, and medical tourism.

This conference is designed to facilitate learning and stimulate your mind, by letting you share and hear about innovations, and most importantly, for you to network and grow. It would be our enormous pleasure to meet and welcome you to Kuala Lumpur!


And remember - our early bird registration rates are still available until 4th July 



















June 5, 2018 (St. John’s) – HealthCareCAN is proud to announce Wendy Nicklin, as the recipient of its 2018 Legacy of Leadership award for her decades of service to the health of Canadians in various leadership roles.


The prestigious award recognizes exceptional individuals who have made long-lasting and outstanding contributions to advancing Canada’s health system and have demonstrated significant and sustained commitment toward the enhancement of the health of Canadians.


“Throughout her tenure as a leader in our health system, Ms. Nicklin has not only positively and significantly changed the face of Canadian healthcare at the provincial and federal levels, but done so on a global scale as well” said Paul-Émile Cloutier, President and CEO of HealthCareCAN. “I could not think of a more worthy individual to nominate for this award.”


“Wendy Nicklin is an inspiring leader who sees where the health system should be and strives to act as a catalyst in achieving a new and better future” said Dr. Gillian Kernaghan, President and CEO of St. Joseph’s Health Care London.


A valued active partner in discussions about improving the quality of health care, Wendy Nicklin is a recognized health care leader across Canada and internationally. Obtaining her academic degrees at McGill University, Wendy has extensive experience as a critical care nurse and in progressive leadership positions. She has participated in many provincial and national initiatives, such as the National Steering Committee for Patient Safety, and was a founding Board member on the CPSI Board for 8 years, working to contribute to its establishment and success.


In 2015, after over 11 years at the helm, Wendy stepped down from the position of President and CEO of Accreditation Canada where she led a significant renewal of the approach to and value of accreditation.

Previously, Wendy received the Woman of Distinction Award – Health Services, the CNA Centennial Award, the CCHL Eastern Ontario Chapter Award for Distinguished Service, and the University of Ottawa Telfer School of Management Preceptor award.


HealthCareCAN’s Legacy of Leadership award was presented at the 2018 National Health Leadership Conference on June 5th, 2018 in St. John’s, Newfoundland.


HealthCareCAN is the national voice of healthcare organizations across Canada. We foster informed and continuous, results-oriented discovery and innovation across the continuum of healthcare. We act with others to enhance the health of the people of Canada; to build the capability for high quality care; and to help ensure value for money in publicly financed, healthcare programs.


Learn more about their organization at Follow on Twitter: @HealthCareCAN or Facebook: healthcarecan.soinssantecan.




Watch an interview with Wendy on her thoughts on leadership:


Invite a Friend to Join ISQua

Introduce a Friend to ISQua

We are pleased to introduce our 'Introduce a Friend Campaign' for 2018.


Recommending a new Member will give you and the new Member each a chance for free registration to #ISQua2018. 


 If you know someone who has never been an ISQua  Member, or who has not been a Member in the past three years and will thus be deemed “new”, please ask them to join (or re-join) ISQua and you will both be eligible for the conference draw!


This could be the ideal time for you to introduce a friend to our network, our panoply of Experts, our international Journal, and our resources.


For each new member that you introduce to ISQua you will get a chance to win a 3-day pass to our International Conference in September (23rd - 26th), in Kuala Lumpur, Malaysia. We will award one conference registration to the recommenders.


The new members will also get the opportunity to win one of our 3-day conference passes that have been reserved for new, recommended members.


The campaign will start on 27th June  and finish on 28th August 2018. The winners will be drawn from a hat by our CEO.


To apply:

Each time you introduce a new member you will have an additional chance for one of the Conference registrations. There are no restrictions on how many times your name can be entered into the draw.

ISQua Webinars

Upcoming Open Webinars

We have a number of open access webinars scheduled for July. 


Starting with:


Date:  3 July 2018

Getting better at keeping patients safe- Resilient health care and the Safety-I and Safety-II distinction 
Presenter:  Christian von Plessen, MD PhD, Director and Research Lead, Centre for Quality Region of Southern Denmark and Associate Professor, Institute for Regional Health Research, University of Southern Denmark



Date:  12 July 2018

Responding to AE's/ Open Disclosure 

Presenter:  Paulo Sousa, Professor at the National School of Public Health, Universidade Nova de Lisboa (NSPH-UNL), and Researcher at Centro de Investigação em Saúde Pública. Presenter: Dr Maria João Lage, Consultant, Neonatology, Neonatal Intensive Care Unit Dona Estefânia Hospital, Lisbon, Portugal. 


Date:  17 July 2018

Innovation Metrics: The Next Frontier Beyond Quality 
Presenter:  Leslie Wainwright, Innovation Advisor, Health Sector, RTI International


Date:  18 July 2018

Managing Change in Clinical Quality Improvement 
Presenter:  Dr Ulfat Shaikh, Professor of Pediatrics and Director for Healthcare Quality, University of California Davis, School of Medicine

Date:  24 July 2018

Human Factors 
Presenter:  Dr. Marie Ward, Senior Research Fellow, Health Systems group, School of Nursing, Midwifery and Health Systems, Visiting Research Fellow, Centre for Innovative Human Systems, Trinity College Dublin and lecturer on the TCD online masters in Managing Risk and System Change

Declaration on Patient Safety

ISQua's Declaration on Patient Safety

Of all the domains of quality in healthcare, patient safety is the one that transcends every aspect of a persons journey in healthcare.


The WHO has taken the lead in making patient safety a central part of the programme for Universal Health Coverage, UHC. If the quality of the health service is poor and it is unsafe then there is no UHC of value.


ISQua recognises the importance of Patient Safety and we issue this statement in support of the 2018 Tokyo Declaration on Patient Safety, which was proposed by Japan, UK, and Germany at the Third Global Ministerial Summit on Patient Safety, held on 14th April 2018 in Tokyo, Japan. As of 15th May, 29 countries, 5 international organisations and 5 of the specially invited organisations have agreed to
endorse the declaration.


We will continue to support the WHO programmes on Patient Safety, Integrated Care, UHC and Policy Development.



Patient Inclusion Scholarship

Patient Inclusion Scholarship to attend #ISQua2018

ISQua’s annual conferences bring together key thought leaders and experts in healthcare quality and safety.

It is our aim to bring together delegates and speakers from across the world to learn from each other, and to test ideas, research findings and insights. It is our hope that attendees return to their homes to apply new knowledge and skills to the benefit of patients, who are the reason we all do what we do.

ISQua is committed to incorporating the experience of patients, who are experts in living with their condition, within our conference, while ensuring they are neither excluded nor exploited.


To facilitate this, ISQua is offering ten patients/patient advocates/caregivers free registration (pre- & Main) to ISQua's 35th International Conference in Kuala Lumpur, Malaysia, from 23rd to 26th September 2018 and a stipend of €500 to cover travel and/or accommodation costs.


Applications for this Scholarship were accepted from 11th to  21st June and we were overwhelmed with the number of applications received in only two weeks. 


We received applications from Australia, Azerbaijan, Lao, Vietnam, Zambia, and over 20 more!


The applications are currently with our selection committee and the winning applicants will be contacted early next week.

From External Evaluation to Licensing

ISQua's Terminology Principles

It has been evident to ISQua’s Accreditation Council (AC), for some time, that different terms, language and wording is used in the field of external evaluation and that even within the AC, members each define the terms used differently. In addition, ISQua receives many requests for official definitions of the terms used in the external evaluation arena.


Therefore, ISQua’s AC decided to undertake a project to produce a set of definitions of selected key terms in the domain of external evaluation in health and social care to promote understanding and consistent use of terms among providers and researchers.


A brief literature review was undertaken to inform the development of draft definitions. These were then circulated to a variety of stakeholder groups for feedback in 2015 including external evaluation organisations involved in ISQua’s International Accreditation Programme (IAP), members of the European Partnership for Supervisory Organisations (EPSO) and other contacts in health and social care external evaluation organisations around the world.


The overall aim of the project was reviewed following the consultation exercise and it was decided that identifying and defining the principles of external evaluation and each of the different forms would be a more realistic and practical approach than developing definitions of each approach per se.


External evaluation is an overarching term which includes and encompasses several specific forms and types such as accreditation, certification, regulation and licensing. The principles of external evaluation and each of the different forms and types are presented in this document.



We signed The #QiComms Charter, have you?

ISQua was one of the first organisations to sign the #QiComms Charter.


The #QiComms Charter invites all quality improvement leaders across the world to recognise the strategic place that communication plays in improvement and take steps to integrate it into their work.


#QiComms is described as the strategic communications part of quality and safety improvement that builds will and strengthens momentum for achieving improvement goals.


Developed by the International #QiComms Group, of which ISQua is a member, the Charter’s seven principles have been developed by international leaders in improvement to convey the often overlooked impact the use of strategic communications can make to the success of improvement work.


We know that you are committed to delivering high quality services - which is why we are sharing The #QiComms Charter with you and inviting you to sign too.

The Charter’s seven principles focus attention on the often overlooked role of strategic communications in improvement work. 


The seven principles are:

  • We will use #QiComms to accelerate our improvement work for the benefit of patients and everyone we serve.
  • We will plan our #QiComms from the start.
  • We will give #QiComms support at the highest level.
  • We will take a strategic approach to #QiComms.
  • We will make our #QiComms evidence-based.
  • We will continuously improve our #QiComms.
  • We will put people at the centre of our #QiComms work.

You can read more about the Charter and sign up here: 


We are really excited about the #QiComms Charter. We believe it has the potential to strengthen your improvement work, help you achieve impact and accelerate you towards your improvement goals.


If you and your organisation aspire to these principles, please sign and become part a growing international community of practice discovering the power of strategic communications in their improvement work.

Partner & Regional Events

“Patient safety for the new medical generation” IEA2018

On the 31st August and 1st September 2018 the Centre for Clinical Risk Management and Patient Safety-Collaborating Centre of the WHO, in collaboration with IEA2018, will host in Florence the International Meeting “Patient safety for the new medical generation”.


The goal of this event is promoting patient safety culture in new medical generations and to spread the knowledge on ergonomics and human factors among health care professionals.


The meeting is connected with the Triennial Congress of International Ergonomics Association ( that will be held in Florence from the 26th - 30th August 2018.


The IEA Congress will be attended by more than 1500 ergonomics and human factor experts coming from more than 80 countries (


ISQua's President-elect, Jeffrey Braithwaite, and ISQua Board Member, Shin Ushiro, will be speaking at the IEA Congress. ISQua's CEO, Peter Lachman, will be speaking at the Patient Safety satellite event.


When: 31st August 2018 - 1st September 2018

Where: Florence, Italy



The participation is free for all Italian residents and students.
Deadline for registration is 30th June 2018.


Residents will also have the possibility to submit an abstract in order to present their experience in patient safety during the working groups session. The Scientific Committee of the Meeting will select 20 abstracts.
Deadline for submitting the abstract is 30th June 2018

Register for the International Meeting on Patient Safety for the new medical generation and submit your abstract

QI Network - Europe

European Quality Improvement Network

Due to the success of our global Quality Improvement (QI) Network, ISQua are now planning to expand and regionalise this initiative.


We want to partner with European institutions who are committed to improving quality and safety in healthcare, to create a pan-European QI Membership Network.


The aim of these networks is to allow the free exchange of ideas and develop partnerships to accelerate positive change.


QI Network members meet on a regular basis to share key lessons from their experiences in implementing and developing quality improvement projects in their own organisations. The format of meetings is specifically designed to maximise the opportunity for sharing and learning, as well as valuable networking opportunities.


As well as the meetings, QI Network  Members also benefit from ISQua conference registration places, ISQua Fellowship places (for themselves or their colleagues) and a specific number of expert advice days.


To learn more about this opportunity, please contact by Friday 6th July.


To find out more about our existing QI Network, please visit our website:





Layman Summaries of IJQHC Articles


Patient experience surveys are used in many countries, but the content and method of administration varies. There are often a range of questions that include those about the patient’s experience of care but also their satisfaction with the service. Satisfaction items do not tell us about what happened to the patient, they are simply demonstrating whether a service has met a patient’s expectations. We each have our own set of expectations about health care so this information is less informative than genuine experience data. We also know little about features of the patient and or their admission (e.g. whether they came in as a planned procedure or via emergency) that impact on patients’ experiences. Whilst the experience of an adverse safety event may cause distress, the influence of such events on patient experience has also not been studied.

We identified 20,000 recently hospitalised patients in New South Wales who were part of a large cohort study from their medical records and invited them to take part. Of those invited, 7661 reported their hospital experiences using the Picker Patient Experience Survey (PPE-15). The survey findings showed that whilst patient age, gender, language and level of education had no impact on their experience in hospital, patients who were admitted via emergency (unplanned admission) or who experienced an adverse safety event reported a poorer experience overall. Patients who had an unplanned admission and an adverse event were 3.75 times more likely to report a poor experience of their care.


Read the full paper here: 

Consecutive cycles of hospital accreditation:
Persistent low compliance associated with higher mortality and longer length of stay - Layman's Summary

All Danish hospitals participated in two cycles of a mandatory national accreditation programme from 2010 to 2015. Accreditation was enforced to improve hospitals performance and subsequently quality of patient care. All hospitals implemented two versions of a systematic framework of accreditation standards based on the Plan-do-study-act methodology (as illustrated in the Figure). Covering the entire organisation, the standards focused on structure and processes as a way to identify areas for improvements. Trained healthcare professionals assessed the hospitals adherence to the standards through an on-site visit and based on the hospitals overall performance a level of accreditation was awarded. However, little is known as to whether continuous cycles of accreditation will lead to improved quality of patient care. To address this knowledge gap, we conducted a prospective study including all patients admitted to one of the 25 public, non-psychiatric hospitals in Denmark over a one-year period for all hospitals corresponding from six month before to six month after the hospitals’ onsite survey. We hypothesised that patients admitted at hospitals with persistent low compliance in both cycles had a higher 30-day mortality and longer LOS than patients admitted at hospitals with high compliance in at least one of the two cycles.

In total, 277,559 patients were included. We found that patients admitted at hospitals with persistent low compliance had a considerable higher risk of dying within 30-days after admission than patients at hospitals able to achieve high compliance in at least one of the cycles. Furthermore, patients at low compliant hospitals also had a longer hospital stay, whereas we found no difference in risk of acute readmissions within 30-days after discharge.
Based on these findings we concluded that persistent low compliance with the Danish accreditation programme was associated with higher 30-day mortality and longer hospital stay.


Read the full paper here:

New Role for ISQua Expert & Member, Jennifer Zelmer

Jennifer Zelmer is the Canadian Foundation for Healthcare Improvement’s New President and CEO

Lynn Stevenson, Chair of the Board of the Canadian Foundation for Healthcare Improvement (CFHI) today announced that Jennifer Zelmer will join CFHI as its incoming President & CEO on September 1, 2018.

"We are thrilled to have Jennifer Zelmer agree to join CFHI and lead us forward in working with the federal, provincial, and territorial governments to spread and scale healthcare innovation that delivers value to Canadians," said Dr. Stevenson.

Dr. Zelmer has a long-standing commitment to healthcare improvement and brings a wealth of experience to the role. Currently as President of Azimuth Health Group, she is a strategic advisor to leaders who seek to advance health and healthcare at local, national, and international levels. This includes serving as a Faculty Advisor to CFHI. She is also the Editor-in-Chief of Healthcare Policy, an adjunct faculty member at the University of Victoria, and a member of several health-related advisory committees and boards.

Prior to founding Azimuth Health Group, Dr. Zelmer held senior leadership positions with Canada Health Infoway, the International Health Terminology Standards Development Organization, and the Canadian Institute for Health Information. She received her PhD and MA in economics from McMaster University and her B.Sc. in health information science from the University of Victoria.

“I am honoured to be asked to lead the next phase of CFHI’s journey,” said Dr. Zelmer. “Canadians expect and deserve the best possible care, and I am excited about the opportunity to work with our partners to fast-track effective innovations that deliver on this promise.”


About CFHI
The Canadian Foundation for Healthcare Improvement identifies proven innovations and accelerates their spread across Canada, improving patient care, the health of Canadians and value-for-money. CFHI is a not-for-profit organization funded by Health Canada. Visit for more information.


Originally published on 12/06/18 

ISQua Membership Bulletin
ISQua’s Declaration on Patient Safety (5).pdf
IAP Terminology Principles.pdf
ISQua Strategy 2018 - 2020.pdf