Article

Are you prepared for the remote work reality

Man working remote

In the days leading up to the March 13, 2020 declaration of national emergency related to Coronavirus (“COVID-19”), many businesses began taking steps to assure that their workforce could continue operations remotely. Since then, these steps have gone into overdrive as more and more employees and contractors are being discouraged (or prohibited) from situations that involve human-to-human physical contact. Businesses that have not embraced or prepared for this new “normal” may be challenged with additional risk exposure related to remote operations, as well as complications that may arise when bad actors seek to take advantage of public fear/disaster scenarios.

Here are some potential trouble spots:

Lack of internal policies and procedures — businesses that have never created formal policies may find it difficult to coordinate and respond to external threats and potential data security events. Because security events tend to move quickly, delays in management response may result in larger than necessary losses (data, business, cash, etc.).

Lack of IT infrastructure and expertise — businesses that cannot access relevant expertise (especially during periods of increased demand) run the risk of their technical demands not keeping up with a rapidly evolving environment. For those owners not accustomed to a purely remote experience, this lack of access may mean extended downtime (loss of business/revenue) and/or extended windows where system vulnerabilities expose proprietary data to bad actors.

Lack of training and awareness — non-native users who are now forced to access company data from a remote platform may not be familiar with proper protocols necessary (both from a system and a hardware perspective) to maintain adequate safeguards over both data and access to the internal network. Potential avenues include traditional “hacking”, phishing, spoofing, ransomware, malware, password theft, or other points of entry made vulnerable due to lack of controls or lack of compliance with existing controls.

Human nature — in situations of high panic and incomplete information, the first viable source becomes the most reliable source almost reflexively. Bad actors understand this and are quite skilled at creating vehicles that prey on our need to make sense of events. These “social engineering” tricks look and feel like reputable information and prompt actions which, without diligence, can compromise secure systems.

Companies that find themselves somewhat unprepared should consider the following tips and advice for navigating these challenging times:

If you are seeking technical expertise, do your diligence and find a reputable IT professional. Now is not the time to go discount — you are entrusting your and your clients’ data to this person. Do not get taken advantage of. Ditto for applications and software that you will be told “you have to have” as you embark on a remote strategy.
Develop and implement an internally visible and centralized plan for the inevitable technology problems that will arise. If you do not have a dedicated IT resource, make sure that your remote workers are getting assistance from an approved and reputable source that is familiar with your system and policies.
Consider multi-factor authentication (MFA) if you have not already. MFA may consist of software or applications that send verifications to a known email address or phone number, or in some cases may be as simple as requiring personal verification of previously identified categories of requests over the phone.
Watch for unauthorized work-arounds as these may be indicative of system or process vulnerabilities or may create vulnerabilities to outside parties.
Your network speed may get slower due to increased usage — BY EVERYONE. Depending on your provider, the speed and bandwidth accessible to your company may be affected by the overall increase in traffic. This phenomenon is no different than everyone realizing the highway will close at 4 p.m., so they all leave the office at 1 p.m. or 2 p.m. to avoid traffic. Factor this “traffic” in, and where possible, plan accordingly.
Don’t forget your physical hardware and servers. For those that haven’t migrated to the cloud, consider your critical infrastructure and how it is physically protected (especially if located somewhere “closed until further notice”).
Your staff may not have “work laptops” but may still need to access the company network on a device without the proper security setup. Train employees on minimum security requirements necessary for secure interface (VPN, firewalls, secure file exchange, avoiding “free wi-fi” in public spaces, etc.) and where needed consider follow-up measures (in-person configuration or retrieving/providing conforming hardware) to ensure compliance.

The governmental response to the COVID-19 pandemic will require most business to change the way they work, even if that change is temporary and regardless of whether they were prepared. Because this change is predictable, the threats related to that change are also somewhat predictable. The current environment not only means increased exposure to issues which traditionally confront users of technology to do business, but also increased numbers of companies who may be dealing with remote work for the first time on this level of scale. As you navigate your response to COVID-19, please make sure your systems and processes can withstand this new “normal.”

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

MAR LC 2020-161A

Are you prepared for the remote work reality

In the days leading up to the March 13, 2020 declaration of national emergency related to Coronavirus (“COVID-19”), many businesses began taking steps to assure that their workforce could continue operations remotely. Since then, these steps have gone into overdrive as more and more employees and contractors are being discouraged (or prohibited) from situations that involve human-to-human physical contact. Businesses that have not embraced or prepared for this new “normal” may be challenged with additional risk exposure related to remote operations, as well as complications that may arise when bad actors seek to take advantage of public fear/disaster scenarios.

Here are some potential trouble spots:

Lack of internal policies and procedures — businesses that have never created formal policies may find it difficult to coordinate and respond to external threats and potential data security events. Because security events tend to move quickly, delays in management response may result in larger than necessary losses (data, business, cash, etc.).

Lack of IT infrastructure and expertise — businesses that cannot access relevant expertise (especially during periods of increased demand) run the risk of their technical demands not keeping up with a rapidly evolving environment. For those owners not accustomed to a purely remote experience, this lack of access may mean extended downtime (loss of business/revenue) and/or extended windows where system vulnerabilities expose proprietary data to bad actors.

Lack of training and awareness — non-native users who are now forced to access company data from a remote platform may not be familiar with proper protocols necessary (both from a system and a hardware perspective) to maintain adequate safeguards over both data and access to the internal network. Potential avenues include traditional “hacking”, phishing, spoofing, ransomware, malware, password theft, or other points of entry made vulnerable due to lack of controls or lack of compliance with existing controls.

Human nature — in situations of high panic and incomplete information, the first viable source becomes the most reliable source almost reflexively. Bad actors understand this and are quite skilled at creating vehicles that prey on our need to make sense of events. These “social engineering” tricks look and feel like reputable information and prompt actions which, without diligence, can compromise secure systems.

Companies that find themselves somewhat unprepared should consider the following tips and advice for navigating these challenging times:

If you are seeking technical expertise, do your diligence and find a reputable IT professional. Now is not the time to go discount — you are entrusting your and your clients’ data to this person. Do not get taken advantage of. Ditto for applications and software that you will be told “you have to have” as you embark on a remote strategy.
Develop and implement an internally visible and centralized plan for the inevitable technology problems that will arise. If you do not have a dedicated IT resource, make sure that your remote workers are getting assistance from an approved and reputable source that is familiar with your system and policies.
Consider multi-factor authentication (MFA) if you have not already. MFA may consist of software or applications that send verifications to a known email address or phone number, or in some cases may be as simple as requiring personal verification of previously identified categories of requests over the phone.
Watch for unauthorized work-arounds as these may be indicative of system or process vulnerabilities or may create vulnerabilities to outside parties.
Your network speed may get slower due to increased usage — BY EVERYONE. Depending on your provider, the speed and bandwidth accessible to your company may be affected by the overall increase in traffic. This phenomenon is no different than everyone realizing the highway will close at 4 p.m., so they all leave the office at 1 p.m. or 2 p.m. to avoid traffic. Factor this “traffic” in, and where possible, plan accordingly.
Don’t forget your physical hardware and servers. For those that haven’t migrated to the cloud, consider your critical infrastructure and how it is physically protected (especially if located somewhere “closed until further notice”).
Your staff may not have “work laptops” but may still need to access the company network on a device without the proper security setup. Train employees on minimum security requirements necessary for secure interface (VPN, firewalls, secure file exchange, avoiding “free wi-fi” in public spaces, etc.) and where needed consider follow-up measures (in-person configuration or retrieving/providing conforming hardware) to ensure compliance.

The governmental response to the COVID-19 pandemic will require most business to change the way they work, even if that change is temporary and regardless of whether they were prepared. Because this change is predictable, the threats related to that change are also somewhat predictable. The current environment not only means increased exposure to issues which traditionally confront users of technology to do business, but also increased numbers of companies who may be dealing with remote work for the first time on this level of scale. As you navigate your response to COVID-19, please make sure your systems and processes can withstand this new “normal.”

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

MAR LC 2020-161A

Are you prepared for the remote work reality

In the days leading up to the March 13, 2020 declaration of national emergency related to Coronavirus (“COVID-19”), many businesses began taking steps to assure that their workforce could continue operations remotely. Since then, these steps have gone into overdrive as more and more employees and contractors are being discouraged (or prohibited) from situations that involve human-to-human physical contact. Businesses that have not embraced or prepared for this new “normal” may be challenged with additional risk exposure related to remote operations, as well as complications that may arise when bad actors seek to take advantage of public fear/disaster scenarios.

Here are some potential trouble spots:

Lack of internal policies and procedures — businesses that have never created formal policies may find it difficult to coordinate and respond to external threats and potential data security events. Because security events tend to move quickly, delays in management response may result in larger than necessary losses (data, business, cash, etc.).

Lack of IT infrastructure and expertise — businesses that cannot access relevant expertise (especially during periods of increased demand) run the risk of their technical demands not keeping up with a rapidly evolving environment. For those owners not accustomed to a purely remote experience, this lack of access may mean extended downtime (loss of business/revenue) and/or extended windows where system vulnerabilities expose proprietary data to bad actors.

Lack of training and awareness — non-native users who are now forced to access company data from a remote platform may not be familiar with proper protocols necessary (both from a system and a hardware perspective) to maintain adequate safeguards over both data and access to the internal network. Potential avenues include traditional “hacking”, phishing, spoofing, ransomware, malware, password theft, or other points of entry made vulnerable due to lack of controls or lack of compliance with existing controls.

Human nature — in situations of high panic and incomplete information, the first viable source becomes the most reliable source almost reflexively. Bad actors understand this and are quite skilled at creating vehicles that prey on our need to make sense of events. These “social engineering” tricks look and feel like reputable information and prompt actions which, without diligence, can compromise secure systems.

Companies that find themselves somewhat unprepared should consider the following tips and advice for navigating these challenging times:

If you are seeking technical expertise, do your diligence and find a reputable IT professional. Now is not the time to go discount — you are entrusting your and your clients’ data to this person. Do not get taken advantage of. Ditto for applications and software that you will be told “you have to have” as you embark on a remote strategy.
Develop and implement an internally visible and centralized plan for the inevitable technology problems that will arise. If you do not have a dedicated IT resource, make sure that your remote workers are getting assistance from an approved and reputable source that is familiar with your system and policies.
Consider multi-factor authentication (MFA) if you have not already. MFA may consist of software or applications that send verifications to a known email address or phone number, or in some cases may be as simple as requiring personal verification of previously identified categories of requests over the phone.
Watch for unauthorized work-arounds as these may be indicative of system or process vulnerabilities or may create vulnerabilities to outside parties.
Your network speed may get slower due to increased usage — BY EVERYONE. Depending on your provider, the speed and bandwidth accessible to your company may be affected by the overall increase in traffic. This phenomenon is no different than everyone realizing the highway will close at 4 p.m., so they all leave the office at 1 p.m. or 2 p.m. to avoid traffic. Factor this “traffic” in, and where possible, plan accordingly.
Don’t forget your physical hardware and servers. For those that haven’t migrated to the cloud, consider your critical infrastructure and how it is physically protected (especially if located somewhere “closed until further notice”).
Your staff may not have “work laptops” but may still need to access the company network on a device without the proper security setup. Train employees on minimum security requirements necessary for secure interface (VPN, firewalls, secure file exchange, avoiding “free wi-fi” in public spaces, etc.) and where needed consider follow-up measures (in-person configuration or retrieving/providing conforming hardware) to ensure compliance.

The governmental response to the COVID-19 pandemic will require most business to change the way they work, even if that change is temporary and regardless of whether they were prepared. Because this change is predictable, the threats related to that change are also somewhat predictable. The current environment not only means increased exposure to issues which traditionally confront users of technology to do business, but also increased numbers of companies who may be dealing with remote work for the first time on this level of scale. As you navigate your response to COVID-19, please make sure your systems and processes can withstand this new “normal.”

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

MAR LC 2020-161A

In the days leading up to the March 13, 2020 declaration of national emergency related to Coronavirus (“COVID-19”), many businesses began taking steps to assure that their workforce could continue operations remotely. Since then, these steps have gone into overdrive as more and more employees and contractors are being discouraged (or prohibited) from situations that involve human-to-human physical contact. Businesses that have not embraced or prepared for this new “normal” may be challenged with additional risk exposure related to remote operations, as well as complications that may arise when bad actors seek to take advantage of public fear/disaster scenarios.

Here are some potential trouble spots:

Lack of internal policies and procedures — businesses that have never created formal policies may find it difficult to coordinate and respond to external threats and potential data security events. Because security events tend to move quickly, delays in management response may result in larger than necessary losses (data, business, cash, etc.).

Lack of IT infrastructure and expertise — businesses that cannot access relevant expertise (especially during periods of increased demand) run the risk of their technical demands not keeping up with a rapidly evolving environment. For those owners not accustomed to a purely remote experience, this lack of access may mean extended downtime (loss of business/revenue) and/or extended windows where system vulnerabilities expose proprietary data to bad actors.

Lack of training and awareness — non-native users who are now forced to access company data from a remote platform may not be familiar with proper protocols necessary (both from a system and a hardware perspective) to maintain adequate safeguards over both data and access to the internal network. Potential avenues include traditional “hacking”, phishing, spoofing, ransomware, malware, password theft, or other points of entry made vulnerable due to lack of controls or lack of compliance with existing controls.

Human nature — in situations of high panic and incomplete information, the first viable source becomes the most reliable source almost reflexively. Bad actors understand this and are quite skilled at creating vehicles that prey on our need to make sense of events. These “social engineering” tricks look and feel like reputable information and prompt actions which, without diligence, can compromise secure systems.

Companies that find themselves somewhat unprepared should consider the following tips and advice for navigating these challenging times:

If you are seeking technical expertise, do your diligence and find a reputable IT professional. Now is not the time to go discount — you are entrusting your and your clients’ data to this person. Do not get taken advantage of. Ditto for applications and software that you will be told “you have to have” as you embark on a remote strategy.
Develop and implement an internally visible and centralized plan for the inevitable technology problems that will arise. If you do not have a dedicated IT resource, make sure that your remote workers are getting assistance from an approved and reputable source that is familiar with your system and policies.
Consider multi-factor authentication (MFA) if you have not already. MFA may consist of software or applications that send verifications to a known email address or phone number, or in some cases may be as simple as requiring personal verification of previously identified categories of requests over the phone.
Watch for unauthorized work-arounds as these may be indicative of system or process vulnerabilities or may create vulnerabilities to outside parties.
Your network speed may get slower due to increased usage — BY EVERYONE. Depending on your provider, the speed and bandwidth accessible to your company may be affected by the overall increase in traffic. This phenomenon is no different than everyone realizing the highway will close at 4 p.m., so they all leave the office at 1 p.m. or 2 p.m. to avoid traffic. Factor this “traffic” in, and where possible, plan accordingly.
Don’t forget your physical hardware and servers. For those that haven’t migrated to the cloud, consider your critical infrastructure and how it is physically protected (especially if located somewhere “closed until further notice”).
Your staff may not have “work laptops” but may still need to access the company network on a device without the proper security setup. Train employees on minimum security requirements necessary for secure interface (VPN, firewalls, secure file exchange, avoiding “free wi-fi” in public spaces, etc.) and where needed consider follow-up measures (in-person configuration or retrieving/providing conforming hardware) to ensure compliance.

The governmental response to the COVID-19 pandemic will require most business to change the way they work, even if that change is temporary and regardless of whether they were prepared. Because this change is predictable, the threats related to that change are also somewhat predictable. The current environment not only means increased exposure to issues which traditionally confront users of technology to do business, but also increased numbers of companies who may be dealing with remote work for the first time on this level of scale. As you navigate your response to COVID-19, please make sure your systems and processes can withstand this new “normal.”

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

MAR LC 2020-161A

Article

Using root cause analysis to prevent future medical errors

Well-trained, highly-educated healthcare professionals strive each day to provide the best and safest care for their patients. However, despite ongoing efforts, preventable medical errors persist as the number three cause of death in the United States, following only behind heart disease and cancer.¹

Chance of harm²

1 IN 1 MILLION while in an aircraft

1 IN 300 while in a healthcare setting

Beyond what and why

When medical errors occur, the natural reaction may be to determine which employees were involved and to terminate their employment. The assumption is the employees did something wrong. Though that may be the case, there is no guarantee that the same incident will not occur again, with other employees involved, unless the healthcare facility digs deeper to understand exactly what happened, why it happened, and what needs to change to prevent future mistakes.

This is where root cause analysis comes in. The American Society of Risk Management defines the root cause analysis (RCA) process for the healthcare industry as a “systematic analysis of an event or near miss that has occurred within the healthcare setting.

Understanding what happened is only one piece of the puzzle. To minimize the likelihood that similar mistakes will be made again, healthcare facilities need to implement sustainable changes to processes, policies, and environment. Analysis plus action will help ensure safer patient care and working conditions for staff.

– MARYBETH RHODES RN, MN, CPHRM,

Risk Management Consultant,

The Hanover Insurance Group

When performing RCA, organizations should consider the goals they want to achieve. Common expectations of RCA include:

Identifying and implementing sustainable systems-based improvements that provide safer patient care
Identifying methodologies and techniques that will lead to more efficient and effective use of RCA
Promoting the utilization of tools to evaluate the RCA process so that significant errors or flaws are realized and remedied prior to implementing the action items
Employing RCA as a focused review of the systems and processes involved in the delivery of healthcare and not on individual action.

Root cause analysis should not be a tool used to discipline employees involved. To do so would impede a culture of safety and decrease the chance of errors being brought forth in the future.

Learning from mistakes

Root cause analysis at a glance³

Identify the problem
Select team conduct investigation
Identify possible factors
Identify root cause
Define and implement action plan
Monitor and assess results

When conducted properly, RCA can help us learn from our mistakes. How organizations handle RCA should be documented and reviewed annually. Keys to success include:

Support and involvement of leadership team
Documentation of what incidents should go through RCA
Starting RCA within 72 hours of an incident
Establishment of a four-to six-person team, including at least one person who has expertise in the RCA process
A consistent approach to the investigation, including utilization of such tools as interviews, flow charts, diagrams, barriers, five whys, action hierarchy, accountability and measurement
Determination of actions to be taken and timing
Ongoing measurement of the changes and improvements
Feedback to staff, patient, and family on findings⁴

Given how busy all healthcare professionals are, it is tempting to forego RCA, but given what is at stake — patient and staff safety — it is advisable to take the time and understand what caused a medical error. If not, it will eventually re-occur.

Sources:

1. McCann E. Deaths by Medical Mistakes Hit Records. Healthcare IT News. July 18, 2014. Accessed February 24, 2017.

2. World Health Organization, 10 Facts on Patient Safety. Fact Files. Accessed February 24, 2017.

3. Six Sigma What is Root Cause Analysis

4. Root Cause Analysis Playbook-An Enterprise Risk Management Approach and Implementation Guide. ASHRM. 2015

5. RCA2 Improving Root Cause Analyses and Actions to Prevent Harm, Version 2. National Patient Safety Foundation. January 2016

6. United for Patient Safety Progress Report 2014-2015. National Patient Safety Foundation. February 2016.

7. Shining A Light Safer Health Care Through Transparency. The National Patient Safety Foundations Lucian Leape Institute. Report of the Roundtable on Transparency. 2015

126-10056 (9/17) LC 2017-352

Using root cause analysis to prevent future medical errors

Well-trained, highly-educated healthcare professionals strive each day to provide the best and safest care for their patients. However, despite ongoing efforts, preventable medical errors persist as the number three cause of death in the United States, following only behind heart disease and cancer.¹

Chance of harm²

1 IN 1 MILLION while in an aircraft

1 IN 300 while in a healthcare setting

Beyond what and why

When medical errors occur, the natural reaction may be to determine which employees were involved and to terminate their employment. The assumption is the employees did something wrong. Though that may be the case, there is no guarantee that the same incident will not occur again, with other employees involved, unless the healthcare facility digs deeper to understand exactly what happened, why it happened, and what needs to change to prevent future mistakes.

This is where root cause analysis comes in. The American Society of Risk Management defines the root cause analysis (RCA) process for the healthcare industry as a “systematic analysis of an event or near miss that has occurred within the healthcare setting.

Understanding what happened is only one piece of the puzzle. To minimize the likelihood that similar mistakes will be made again, healthcare facilities need to implement sustainable changes to processes, policies, and environment. Analysis plus action will help ensure safer patient care and working conditions for staff.

– MARYBETH RHODES RN, MN, CPHRM,

Risk Management Consultant,

The Hanover Insurance Group

When performing RCA, organizations should consider the goals they want to achieve. Common expectations of RCA include:

Identifying and implementing sustainable systems-based improvements that provide safer patient care
Identifying methodologies and techniques that will lead to more efficient and effective use of RCA
Promoting the utilization of tools to evaluate the RCA process so that significant errors or flaws are realized and remedied prior to implementing the action items
Employing RCA as a focused review of the systems and processes involved in the delivery of healthcare and not on individual action.

Root cause analysis should not be a tool used to discipline employees involved. To do so would impede a culture of safety and decrease the chance of errors being brought forth in the future.

Learning from mistakes

Root cause analysis at a glance³

Identify the problem
Select team conduct investigation
Identify possible factors
Identify root cause
Define and implement action plan
Monitor and assess results

When conducted properly, RCA can help us learn from our mistakes. How organizations handle RCA should be documented and reviewed annually. Keys to success include:

Support and involvement of leadership team
Documentation of what incidents should go through RCA
Starting RCA within 72 hours of an incident
Establishment of a four-to six-person team, including at least one person who has expertise in the RCA process
A consistent approach to the investigation, including utilization of such tools as interviews, flow charts, diagrams, barriers, five whys, action hierarchy, accountability and measurement
Determination of actions to be taken and timing
Ongoing measurement of the changes and improvements
Feedback to staff, patient, and family on findings⁴

Given how busy all healthcare professionals are, it is tempting to forego RCA, but given what is at stake — patient and staff safety — it is advisable to take the time and understand what caused a medical error. If not, it will eventually re-occur.

Sources:

1. McCann E. Deaths by Medical Mistakes Hit Records. Healthcare IT News. July 18, 2014. Accessed February 24, 2017.

2. World Health Organization, 10 Facts on Patient Safety. Fact Files. Accessed February 24, 2017.

3. Six Sigma What is Root Cause Analysis

4. Root Cause Analysis Playbook-An Enterprise Risk Management Approach and Implementation Guide. ASHRM. 2015

5. RCA2 Improving Root Cause Analyses and Actions to Prevent Harm, Version 2. National Patient Safety Foundation. January 2016

6. United for Patient Safety Progress Report 2014-2015. National Patient Safety Foundation. February 2016.

7. Shining A Light Safer Health Care Through Transparency. The National Patient Safety Foundations Lucian Leape Institute. Report of the Roundtable on Transparency. 2015

126-10056 (9/17) LC 2017-352

Using root cause analysis to prevent future medical errors

Well-trained, highly-educated healthcare professionals strive each day to provide the best and safest care for their patients. However, despite ongoing efforts, preventable medical errors persist as the number three cause of death in the United States, following only behind heart disease and cancer.¹

Chance of harm²

1 IN 1 MILLION while in an aircraft

1 IN 300 while in a healthcare setting

Beyond what and why

When medical errors occur, the natural reaction may be to determine which employees were involved and to terminate their employment. The assumption is the employees did something wrong. Though that may be the case, there is no guarantee that the same incident will not occur again, with other employees involved, unless the healthcare facility digs deeper to understand exactly what happened, why it happened, and what needs to change to prevent future mistakes.

This is where root cause analysis comes in. The American Society of Risk Management defines the root cause analysis (RCA) process for the healthcare industry as a “systematic analysis of an event or near miss that has occurred within the healthcare setting.

Understanding what happened is only one piece of the puzzle. To minimize the likelihood that similar mistakes will be made again, healthcare facilities need to implement sustainable changes to processes, policies, and environment. Analysis plus action will help ensure safer patient care and working conditions for staff.

– MARYBETH RHODES RN, MN, CPHRM,

Risk Management Consultant,

The Hanover Insurance Group

When performing RCA, organizations should consider the goals they want to achieve. Common expectations of RCA include:

Identifying and implementing sustainable systems-based improvements that provide safer patient care
Identifying methodologies and techniques that will lead to more efficient and effective use of RCA
Promoting the utilization of tools to evaluate the RCA process so that significant errors or flaws are realized and remedied prior to implementing the action items
Employing RCA as a focused review of the systems and processes involved in the delivery of healthcare and not on individual action.

Root cause analysis should not be a tool used to discipline employees involved. To do so would impede a culture of safety and decrease the chance of errors being brought forth in the future.

Learning from mistakes

Root cause analysis at a glance³

Identify the problem
Select team conduct investigation
Identify possible factors
Identify root cause
Define and implement action plan
Monitor and assess results

When conducted properly, RCA can help us learn from our mistakes. How organizations handle RCA should be documented and reviewed annually. Keys to success include:

Support and involvement of leadership team
Documentation of what incidents should go through RCA
Starting RCA within 72 hours of an incident
Establishment of a four-to six-person team, including at least one person who has expertise in the RCA process
A consistent approach to the investigation, including utilization of such tools as interviews, flow charts, diagrams, barriers, five whys, action hierarchy, accountability and measurement
Determination of actions to be taken and timing
Ongoing measurement of the changes and improvements
Feedback to staff, patient, and family on findings⁴

Given how busy all healthcare professionals are, it is tempting to forego RCA, but given what is at stake — patient and staff safety — it is advisable to take the time and understand what caused a medical error. If not, it will eventually re-occur.

Sources:

1. McCann E. Deaths by Medical Mistakes Hit Records. Healthcare IT News. July 18, 2014. Accessed February 24, 2017.

2. World Health Organization, 10 Facts on Patient Safety. Fact Files. Accessed February 24, 2017.

3. Six Sigma What is Root Cause Analysis

4. Root Cause Analysis Playbook-An Enterprise Risk Management Approach and Implementation Guide. ASHRM. 2015

5. RCA2 Improving Root Cause Analyses and Actions to Prevent Harm, Version 2. National Patient Safety Foundation. January 2016

6. United for Patient Safety Progress Report 2014-2015. National Patient Safety Foundation. February 2016.

7. Shining A Light Safer Health Care Through Transparency. The National Patient Safety Foundations Lucian Leape Institute. Report of the Roundtable on Transparency. 2015

126-10056 (9/17) LC 2017-352

Well-trained, highly-educated healthcare professionals strive each day to provide the best and safest care for their patients. However, despite ongoing efforts, preventable medical errors persist as the number three cause of death in the United States, following only behind heart disease and cancer.¹

Chance of harm²

1 IN 1 MILLION while in an aircraft

1 IN 300 while in a healthcare setting

Beyond what and why

When medical errors occur, the natural reaction may be to determine which employees were involved and to terminate their employment. The assumption is the employees did something wrong. Though that may be the case, there is no guarantee that the same incident will not occur again, with other employees involved, unless the healthcare facility digs deeper to understand exactly what happened, why it happened, and what needs to change to prevent future mistakes.

This is where root cause analysis comes in. The American Society of Risk Management defines the root cause analysis (RCA) process for the healthcare industry as a “systematic analysis of an event or near miss that has occurred within the healthcare setting.

Understanding what happened is only one piece of the puzzle. To minimize the likelihood that similar mistakes will be made again, healthcare facilities need to implement sustainable changes to processes, policies, and environment. Analysis plus action will help ensure safer patient care and working conditions for staff.

– MARYBETH RHODES RN, MN, CPHRM,

Risk Management Consultant,

The Hanover Insurance Group

When performing RCA, organizations should consider the goals they want to achieve. Common expectations of RCA include:

Identifying and implementing sustainable systems-based improvements that provide safer patient care
Identifying methodologies and techniques that will lead to more efficient and effective use of RCA
Promoting the utilization of tools to evaluate the RCA process so that significant errors or flaws are realized and remedied prior to implementing the action items
Employing RCA as a focused review of the systems and processes involved in the delivery of healthcare and not on individual action.

Root cause analysis should not be a tool used to discipline employees involved. To do so would impede a culture of safety and decrease the chance of errors being brought forth in the future.

Learning from mistakes

Root cause analysis at a glance³

Identify the problem
Select team conduct investigation
Identify possible factors
Identify root cause
Define and implement action plan
Monitor and assess results

When conducted properly, RCA can help us learn from our mistakes. How organizations handle RCA should be documented and reviewed annually. Keys to success include:

Support and involvement of leadership team
Documentation of what incidents should go through RCA
Starting RCA within 72 hours of an incident
Establishment of a four-to six-person team, including at least one person who has expertise in the RCA process
A consistent approach to the investigation, including utilization of such tools as interviews, flow charts, diagrams, barriers, five whys, action hierarchy, accountability and measurement
Determination of actions to be taken and timing
Ongoing measurement of the changes and improvements
Feedback to staff, patient, and family on findings⁴

Given how busy all healthcare professionals are, it is tempting to forego RCA, but given what is at stake — patient and staff safety — it is advisable to take the time and understand what caused a medical error. If not, it will eventually re-occur.

Sources:

1. McCann E. Deaths by Medical Mistakes Hit Records. Healthcare IT News. July 18, 2014. Accessed February 24, 2017.

2. World Health Organization, 10 Facts on Patient Safety. Fact Files. Accessed February 24, 2017.

3. Six Sigma What is Root Cause Analysis

4. Root Cause Analysis Playbook-An Enterprise Risk Management Approach and Implementation Guide. ASHRM. 2015

5. RCA2 Improving Root Cause Analyses and Actions to Prevent Harm, Version 2. National Patient Safety Foundation. January 2016

6. United for Patient Safety Progress Report 2014-2015. National Patient Safety Foundation. February 2016.

7. Shining A Light Safer Health Care Through Transparency. The National Patient Safety Foundations Lucian Leape Institute. Report of the Roundtable on Transparency. 2015

126-10056 (9/17) LC 2017-352

Video

Tips to remember before leaving for winter vacation

Before you head out on your next vacation, make sure your home is protected while you're away using these preparation tips.

Tips to remember before leaving for winter vacation

Before you head out on your next vacation, make sure your home is protected while you're away using these preparation tips.

Tips to remember before leaving for winter vacation

Winter vacation infographic

Before you head out on your next vacation, make sure your home is protected while you're away using these preparation tips.

Planning a winter getaway?

Make your return home as stress free as your vacation with this preparation “to do” list.

60°F will conserve energy and reduce the stress on your furnace when heating the house on your return

30% of Burglaries are through unlocked windows or doors. Windows are left unlocked more often than doors.

Winter to do:

Arrange for someone to plow or shovel so your home appears occupied.
Turn the thermostat down to 60°F and leave interior doors open to circulate air.
Put lights on auto-timers and consider outdoor motion detectors.

Don’t forget to:

Lock your doors — and windows too.
Suspend newspaper and mail delivery.
Purge the refrigerator of perishables, run the disposal and take the trash out.
Ask a neighbor to keep an eye on your place and leave a key with someone.

It’s a good time to:

Run a computer back-up and then turn your computer off.
Address maintenance issues so they don’t snowball while you’re gone.
Conduct a home inventory and make sure your insurance policies are up-to-date.

These tips and others are available from Homeminders® and VacationSafe™, services provided as part of The Hanover Group Platinum Experience.

Before you head out on your next vacation, make sure your home is protected while you're away using these preparation tips.

Article

Protect with our teen deductible

While your teen may be gaining their freedom, they may not have the freedom to drive certain cars in your home. We get it, and we want to give you the choice to enjoy some discounts on your policy with our Hanover SafeTeen deductible.

When you add the Hanover SafeTeen deductible to vehicles that aren’t usually driven by your teen, you can save money and protect your vehicles. If a teen gets into an accident in one of the cars that has this deductible on it, an additional $2,500 will be applied to the deductible.

You get a discount on the policy and your teen gets one more reason to drive their car and not yours. The choice is yours.

How it works

Speak with your independent insurance agent about the ParentChoice deductible option.
Select the vehicles that your teen won’t frequently drive*, and add the ParentChoice deductible of $2,500 on those vehicles.
The additional $2,500 deductible is applied to the comprehensive and collision deductible in the event of a loss on the selected vehicles only when driven by a teen driver.

* ParentChoice deductible can be added to any vehicle on the policy

Example for illustration purposes only:

Dad drives a car with a deductible of $1,000.

Mom drives a car with a deductible of $1,000.

Parents wish to add a teen and a car to their account, also with a deductible of $1,000.

+

Parents add the ParentChoice deductible to their cars to save on their rate.

Scenario one:

The teen driver gets into an accident while driving dad’s car. The ParentChoice deductible of $2,500 is applied, for a total of $3,500.

Scenario two:

Dad gets into an accident with his car. The ParentChoice deductible does not take effect, resulting in the standard $1,000 deductible.

Learn more at our SafeTeen page and talk to your independent insurance agent today to find out how we can help keep your teen safer on the road.

112-10400 (7/18) LC2018-242

Protect with our teen deductible

While your teen may be gaining their freedom, they may not have the freedom to drive certain cars in your home. We get it, and we want to give you the choice to enjoy some discounts on your policy with our Hanover SafeTeen deductible.

When you add the Hanover SafeTeen deductible to vehicles that aren’t usually driven by your teen, you can save money and protect your vehicles. If a teen gets into an accident in one of the cars that has this deductible on it, an additional $2,500 will be applied to the deductible.

You get a discount on the policy and your teen gets one more reason to drive their car and not yours. The choice is yours.

How it works

Speak with your independent insurance agent about the ParentChoice deductible option.
Select the vehicles that your teen won’t frequently drive*, and add the ParentChoice deductible of $2,500 on those vehicles.
The additional $2,500 deductible is applied to the comprehensive and collision deductible in the event of a loss on the selected vehicles only when driven by a teen driver.

* ParentChoice deductible can be added to any vehicle on the policy

Example for illustration purposes only:

Dad drives a car with a deductible of $1,000.

Mom drives a car with a deductible of $1,000.

Parents wish to add a teen and a car to their account, also with a deductible of $1,000.

+

Parents add the ParentChoice deductible to their cars to save on their rate.

Scenario one:

The teen driver gets into an accident while driving dad’s car. The ParentChoice deductible of $2,500 is applied, for a total of $3,500.

Scenario two:

Dad gets into an accident with his car. The ParentChoice deductible does not take effect, resulting in the standard $1,000 deductible.

Learn more at our SafeTeen page and talk to your independent insurance agent today to find out how we can help keep your teen safer on the road.

112-10400 (7/18) LC2018-242

Protect with our teen deductible

While your teen may be gaining their freedom, they may not have the freedom to drive certain cars in your home. We get it, and we want to give you the choice to enjoy some discounts on your policy with our Hanover SafeTeen deductible.

When you add the Hanover SafeTeen deductible to vehicles that aren’t usually driven by your teen, you can save money and protect your vehicles. If a teen gets into an accident in one of the cars that has this deductible on it, an additional $2,500 will be applied to the deductible.

You get a discount on the policy and your teen gets one more reason to drive their car and not yours. The choice is yours.

How it works

Speak with your independent insurance agent about the ParentChoice deductible option.
Select the vehicles that your teen won’t frequently drive*, and add the ParentChoice deductible of $2,500 on those vehicles.
The additional $2,500 deductible is applied to the comprehensive and collision deductible in the event of a loss on the selected vehicles only when driven by a teen driver.

* ParentChoice deductible can be added to any vehicle on the policy

Example for illustration purposes only:

Dad drives a car with a deductible of $1,000.

Mom drives a car with a deductible of $1,000.

Parents wish to add a teen and a car to their account, also with a deductible of $1,000.

+

Parents add the ParentChoice deductible to their cars to save on their rate.

Scenario one:

The teen driver gets into an accident while driving dad’s car. The ParentChoice deductible of $2,500 is applied, for a total of $3,500.

Scenario two:

Dad gets into an accident with his car. The ParentChoice deductible does not take effect, resulting in the standard $1,000 deductible.

Learn more at our SafeTeen page and talk to your independent insurance agent today to find out how we can help keep your teen safer on the road.

112-10400 (7/18) LC2018-242

While your teen may be gaining their freedom, they may not have the freedom to drive certain cars in your home. We get it, and we want to give you the choice to enjoy some discounts on your policy with our Hanover SafeTeen deductible.

When you add the Hanover SafeTeen deductible to vehicles that aren’t usually driven by your teen, you can save money and protect your vehicles. If a teen gets into an accident in one of the cars that has this deductible on it, an additional $2,500 will be applied to the deductible.

You get a discount on the policy and your teen gets one more reason to drive their car and not yours. The choice is yours.

How it works

Speak with your independent insurance agent about the ParentChoice deductible option.
Select the vehicles that your teen won’t frequently drive*, and add the ParentChoice deductible of $2,500 on those vehicles.
The additional $2,500 deductible is applied to the comprehensive and collision deductible in the event of a loss on the selected vehicles only when driven by a teen driver.

* ParentChoice deductible can be added to any vehicle on the policy

Example for illustration purposes only:

Dad drives a car with a deductible of $1,000.

Mom drives a car with a deductible of $1,000.

Parents wish to add a teen and a car to their account, also with a deductible of $1,000.

+

Parents add the ParentChoice deductible to their cars to save on their rate.

Scenario one:

The teen driver gets into an accident while driving dad’s car. The ParentChoice deductible of $2,500 is applied, for a total of $3,500.

Scenario two:

Dad gets into an accident with his car. The ParentChoice deductible does not take effect, resulting in the standard $1,000 deductible.

Learn more at our SafeTeen page and talk to your independent insurance agent today to find out how we can help keep your teen safer on the road.

112-10400 (7/18) LC2018-242

Infographic

Tips for safe holiday shopping online

Nearly 1 in 12 holiday shoppers this season will become a victim of identity theft. Don't let hackers put coal in your virtual stocking–follow these tips to keep your identity and your holiday shopping safe.

Sources:

National Cyber Security Alliance

Cybersecurity & Infrastructure Security Agency

Tips for safe holiday shopping online

Nearly 1 in 12 holiday shoppers this season will become a victim of identity theft. Don't let hackers put coal in your virtual stocking–follow these tips to keep your identity and your holiday shopping safe.

Sources:

National Cyber Security Alliance

Cybersecurity & Infrastructure Security Agency

Tips for safe holiday shopping online

infographic sharing tips for safe holiday shopping online

Nearly 1 in 12 holiday shoppers this season will become a victim of identity theft. Don't let hackers put coal in your virtual stocking–follow these tips to keep your identity and your holiday shopping safe.

Sources:

National Cyber Security Alliance

Cybersecurity & Infrastructure Security Agency

Transcript

TIPS for safe holiday shopping online

Update software for:

Smartphones
Computers
Devices you use to shop

When in doubt, throw it out

Suspicious emails
Unknown senders
Anything asking you to act immediately

Don’t share over unsecured Wi-Fi.

Personal information
Financial information

Signs of secure sites:

https://
shttp://
a padlock

Protect your ID.

Only enter information needed to complete a transaction
Never share your social

The safest payment option?

Credit cards are generally the strongest option against fraud protection

Beware of “porch pirates.”

Deliver packages to a secure location
Consider picking up packages at an on-site delivery center (i.e. UPS, USPS).

Keep a virtual paper trail.

Save records of your online transactions
Read your credit card statements as soon as you get them
Report discrepancies immediately

Nearly 1 in 12 holiday shoppers this season will become a victim of identity theft. Don't let hackers put coal in your virtual stocking–follow these tips to keep your identity and your holiday shopping safe.

Sources:

National Cyber Security Alliance

Cybersecurity & Infrastructure Security Agency

Infographic

Tips for safe holiday shopping at the mall

Sources:

National Cyber Security Alliance USA.gov

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0615A (11/13)

Tips for safe holiday shopping at the mall

Sources:

National Cyber Security Alliance USA.gov

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0615A (11/13)

Tips for safe holiday shopping at the mall

infographic image with tips for safe holiday shopping

Sources:

National Cyber Security Alliance USA.gov

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0615A (11/13)

Transcript

Don’t carry your Social Security card on you or write it on your checks. Only provide your SSN when absolutely necessary and required.
Protect your PIN. Never write a PIN on a credit/debit card or on a slip of paper kept in your wallet.
Watch out for “shoulder surfers”. Use your free hand to shield the keypad when using checkout key pads and ATMs.
Keep your receipts. Promptly compare receipts with account statements.

Sources:

National Cyber Security Alliance USA.gov

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0615A (11/13)

Infographic

Family pool safety from The Hanover

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0513A (7/13)

Family pool safety from The Hanover

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0513A (7/13)

Family pool safety from The Hanover

info graphic showing pool side safety tips

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0513A (7/13)

Infographic transcript

Do

Have family rules for your pool, ensure everyone knows them, and restate them often
Keep children away from the filter inlet, which can be hazardous to young children by drawing them underwater
Teach your children to swim and encourage them to wear protective floatation devices, but never rely solely on floatation devices or swimming lessons to protect your child
Outline the importance of pool safety for babysitters and other guardians
Install fencing to keep people out of the pool area without your knowledge. Most communities require fencing at least four feet high around all sides of the pool. Determine specific regulations for your area.
Evacuate the pool in the rain or an electrical storm

Don't

DON’T: swim alone
DON’T: leave children unattended, even for a minute, in or near the pool area for any reason. 70% of drowning victims were out of sight for less than five minutes
DON’T: allow adults who have been drinking alcohol into the pool area. Alcohol and swimming don’t mix.
DON’T: allow glass or sharp, breakable items in the pool area
DON’T: allow running, diving, pushing or dunking in your pool

Pool safety checklist

Have a cell phone in the pool area and post 9-1-1 and other emergency numbers nearby
Collect all toys from the pool at end of each day so that children don’t wander after them
Make sure at least one adult supervisor in the pool area knows CPR
Remove vegetation, tables, chairs and toys so that children cannot move next to a fence to climb into a pool areaWhen leaving the pool area, make sure all gates, safety covers and alarms are working properly

This material is provided for informational purposes only and does not purport to address every possible legal obligation, hazard, code violation, loss potential or exception to good practice.

701-0513A (7/13)

Infographic

Workstation ergonomics illustration

117-10051

Workstation ergonomics illustration

117-10051

Workstation ergonomics illustration

work station ergonomics illustration

117-10051

Infographic transcript

Workstation ergonomics illustrated

Head facing forward, level or tilted slightly down
Top of monitor at eye level or slightly lower, about arm’s length away
Telephone headset, if needed
Body upright or slightly reclined back
Shoulders and upper arms relaxed, elbows at about 90o
Document holder, if needed, close to monitor
Task lighting to reduce glare on screen
Lumbar support for lower back
Arm rests just below forearms with shoulders relaxed, or remove arm rests
Thighs approximately parallel to the floor
Mouse close to keyboard
Wrists in line with forearms, not bent up, down or to the sides
Rest wrist just below wrists or no wrist rest
Space between lower legs and front of seat pan
Feet on floor, or on a foot rest if desk height is not adjustable
This diagram shows the “neutral” posture. No posture will be comfortable for a long period of time. Periodically change positions, look away from the screen, stand and take a walk. The best position is your next position!

117-10051

Infographic

Inspection checklist for photovoltaic (PV) arrays on commercial roofs

IBHS research has shown that ballasted PV systems may be subjected to sliding or localized lifting at wind speeds well below design levels. When a PV array is first installed, a baseline inspection should be conducted and the location of key elements should be clearly identified. Be sure to discuss liability, maintenance, and repair responsibilities with your PV installer and insurance company.

Following a strong wind event — with wind speeds of about 70 mph or higher — steps should be taken to identify and address any change or damage that may have occurred.

Initial inspection

After installation, create a baseline of the PV system and roof cover:

Record distance between PV system and other roof-mounted equipment.
Document locations of PV array, panels, and ballast.
Inspect and photograph PV system and roof cover.

Post-event inspection and repairs

After a strong wind event, inspect and address the following:

Loose or disconnected conduit, wiring, or electrical connections.
Damage to roof cover, including tears and abrasion.
Damage to PV arrays, including panels, connectors, and ballast.
Movement of PV system and components, particularly changes in proximity to other roof-mounted equipment to determine if collision has or could occur.
Overly tight cables and any signs of fraying or damage to cables or conduit, which could result in an electrical short or broken connection.
PV systems and components can shift after a severe weather event, including systems suddenly or gradually moving toward the roof edge, as shown above.
Other components that can shift after severe weather include the electrical tray, conduit, and mounting block with roof cover sheet carrying the power line, which is shown shifted away from the PV system. This may cause tightening or disconnection of the cable, which can be a fire hazard.

To learn more about Hanover Risk Solutions, visit our website.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

171-10003 (4/16) LC 2016-089

Inspection checklist for photovoltaic (PV) arrays on commercial roofs

IBHS research has shown that ballasted PV systems may be subjected to sliding or localized lifting at wind speeds well below design levels. When a PV array is first installed, a baseline inspection should be conducted and the location of key elements should be clearly identified. Be sure to discuss liability, maintenance, and repair responsibilities with your PV installer and insurance company.

Following a strong wind event — with wind speeds of about 70 mph or higher — steps should be taken to identify and address any change or damage that may have occurred.

Initial inspection

After installation, create a baseline of the PV system and roof cover:

Record distance between PV system and other roof-mounted equipment.
Document locations of PV array, panels, and ballast.
Inspect and photograph PV system and roof cover.

Post-event inspection and repairs

After a strong wind event, inspect and address the following:

Loose or disconnected conduit, wiring, or electrical connections.
Damage to roof cover, including tears and abrasion.
Damage to PV arrays, including panels, connectors, and ballast.
Movement of PV system and components, particularly changes in proximity to other roof-mounted equipment to determine if collision has or could occur.
Overly tight cables and any signs of fraying or damage to cables or conduit, which could result in an electrical short or broken connection.
PV systems and components can shift after a severe weather event, including systems suddenly or gradually moving toward the roof edge, as shown above.
Other components that can shift after severe weather include the electrical tray, conduit, and mounting block with roof cover sheet carrying the power line, which is shown shifted away from the PV system. This may cause tightening or disconnection of the cable, which can be a fire hazard.

To learn more about Hanover Risk Solutions, visit our website.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

171-10003 (4/16) LC 2016-089

Inspection checklist for photovoltaic (PV) arrays on commercial roofs

IBHS research has shown that ballasted PV systems may be subjected to sliding or localized lifting at wind speeds well below design levels. When a PV array is first installed, a baseline inspection should be conducted and the location of key elements should be clearly identified. Be sure to discuss liability, maintenance, and repair responsibilities with your PV installer and insurance company.

Following a strong wind event — with wind speeds of about 70 mph or higher — steps should be taken to identify and address any change or damage that may have occurred.

Initial inspection

After installation, create a baseline of the PV system and roof cover:

Record distance between PV system and other roof-mounted equipment.
Document locations of PV array, panels, and ballast.
Inspect and photograph PV system and roof cover.

Post-event inspection and repairs

After a strong wind event, inspect and address the following:

Loose or disconnected conduit, wiring, or electrical connections.
Damage to roof cover, including tears and abrasion.
Damage to PV arrays, including panels, connectors, and ballast.
Movement of PV system and components, particularly changes in proximity to other roof-mounted equipment to determine if collision has or could occur.
Overly tight cables and any signs of fraying or damage to cables or conduit, which could result in an electrical short or broken connection.
PV systems and components can shift after a severe weather event, including systems suddenly or gradually moving toward the roof edge, as shown above.
Other components that can shift after severe weather include the electrical tray, conduit, and mounting block with roof cover sheet carrying the power line, which is shown shifted away from the PV system. This may cause tightening or disconnection of the cable, which can be a fire hazard.

To learn more about Hanover Risk Solutions, visit our website.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

171-10003 (4/16) LC 2016-089

IBHS research has shown that ballasted PV systems may be subjected to sliding or localized lifting at wind speeds well below design levels. When a PV array is first installed, a baseline inspection should be conducted and the location of key elements should be clearly identified. Be sure to discuss liability, maintenance, and repair responsibilities with your PV installer and insurance company.

Following a strong wind event — with wind speeds of about 70 mph or higher — steps should be taken to identify and address any change or damage that may have occurred.

Initial inspection

After installation, create a baseline of the PV system and roof cover:

Record distance between PV system and other roof-mounted equipment.
Document locations of PV array, panels, and ballast.
Inspect and photograph PV system and roof cover.

Post-event inspection and repairs

After a strong wind event, inspect and address the following:

Loose or disconnected conduit, wiring, or electrical connections.
Damage to roof cover, including tears and abrasion.
Damage to PV arrays, including panels, connectors, and ballast.
Movement of PV system and components, particularly changes in proximity to other roof-mounted equipment to determine if collision has or could occur.
Overly tight cables and any signs of fraying or damage to cables or conduit, which could result in an electrical short or broken connection.
PV systems and components can shift after a severe weather event, including systems suddenly or gradually moving toward the roof edge, as shown above.
Other components that can shift after severe weather include the electrical tray, conduit, and mounting block with roof cover sheet carrying the power line, which is shown shifted away from the PV system. This may cause tightening or disconnection of the cable, which can be a fire hazard.

To learn more about Hanover Risk Solutions, visit our website.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

171-10003 (4/16) LC 2016-089

Articulate

Business tips for weathering a lightning storm

Business tips for weathering a lightning storm

Business tips for weathering a lightning storm

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