What is it in the nature of reality and of mind that makes self- esteem an urgent concern? This is where our inquiry be One Night at call center by Chetan. ONE NIGHT @ THE CALL CENTER —CHETAN BHAGAT know 'All right, she said, 'It is a story about six people in a call center as one night.'. of night, but I kid you not, she was one of the most beautiful women I had . 'All right, she said, 'It is a story about six people in a call center as one night.'.

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One Night at the Call Center. Home · One Night at Size Report. DOWNLOAD PDF Working the Night Shift: Women in India's Call Center Industry. Read more . One Night At The Call - Download as PDF File .pdf), Text File .txt) or read online. One Night At The Call Center by Chetan Bhagat. Download Free PDF of One Night at the Call Center - Chetan Bhagat In winter , a writer met a young girl on a night train journey. To pass.

Appliances are going haywire, and the phones are ringing off their hooks.

Then one call, from one very special caller, changes everything. From the Trade Paperback edition. Read An Excerpt.

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Stay in Touch Sign up. Although SSEs are rare and always resulted from a series of errors, we believed that errors in communication and in SA were commonly resulting in lesser harm, or near misses, more frequently.

With the release of the new Institute of Medicine 3 regulations about hours for residents and the potential for increased discontinuity of care and increased transfers of care handoffs , we recognized the need to improve SA and communication.

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We believed that a strategy to reduce near misses would ultimately result in avoiding more SSEs. Despite evidence that adverse events can occur secondary to communication failures, the literature poorly addresses how to prevent these errors.

Other than suggestions on improving the handoff process itself with formalized training sessions on sign-out techniques, there is little information on how to integrate elements of SA into the daily operations of an inpatient unit. Situation awareness, as defined by Wright et al, 4 is a person's perception of elements in the environment, comprehension of that information, and the ability to project future events on the basis of this understanding.

Because much of patient-care activity occurs in settings with multidisciplinary teams, it is important to consider team SA. According to Cooke et al, 5 , 6 team SA encompasses two foci: 1 shared knowledge that does not overlap and is complementary and 2 common shared knowledge among team members.

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Intended Improvement At CCHMC, the nurses discuss concerns with other nurses and the charge nurse, and similar discussions occur among the covering residents.

However, there is not a formalized discussion between the physicians and nurses. In addition, neither group has a formal method to incorporate elements of team SA, nor are concerns systematically reviewed with an attending physician. An improvement team was developed consisting of the pediatric residency program director, pediatric chief residents, interns, and senior residents rotating through the service, the nursing clinical manager of unit A7NS, two night-shift patient-care facilitators PCFs , and a quality-improvement consultant.

A7NS was chosen for this study because that unit houses all the pediatric neurosurgical patients.

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Other subspecialty services typically have patients on more than one unit because of census issues, age restrictions, and required level of care. In addition, the pediatric chief residents serve as pediatric co-attending physicians on the neurosurgical service so that they could not only participate in project implementation but could also monitor project progress.

This project was designed to enhance communication and team SA during the night shift to decrease the number of adverse events, or near misses, in the neurosurgical population on an inpatient unit.

We defined a near miss as any event that has the potential to result in patient harm or is perceived by families as an error in care.

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We chose near misses as an outcome measure to capture and address issues before they became SSEs. SSEs traditionally are events reported at the time that something happens; we wanted to prevent SSEs from occurring.

As mentioned, residents noted the common issues that arose in root cause analyses of SSEs with communication being the main issue. Thus we gathered a group of front-lined clinicians to create a list of common near-miss events. Examples of near misses included laboratory tests not ordered or performed overnight that would have affected patient care, critical laboratory values not addressed, any medications or intravenous fluids ordered incorrectly, or parental concerns not addressed in previous shifts.

We elected to use days between near misses as our primary measure. At baseline, as measured during one month, the neurosurgical service averaged 3.Bhagat's main thrust is that his group of five characters need to face reality, stand up for themselves and have t This is the only book I have ever read where the author thanks Microsoft and MS Word in the acknowledgments section.

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