Problems and knowledge

Several incidents affect the same clinical service. The service manager opens a problem with an owner and investigation state. The root cause can be recorded separately from the first incident resolution. A knowledge editor drafts guidance for that service, routes the article into review and publishes it after the responsible person checks the instructions. Reader feedback stays linked to the article.

A Problem belongs to a Service and has an owner, investigation state and root cause. Knowledge articles also belong to a Service and have their own owner, body, status and publication date. The team reviews the shared service and specific guidance together.

• Investigate. The Service Manager records the problem statement, owner and root cause against the affected Service.
• Draft. The Knowledge Editor writes guidance and links the article to that Service.
• Review. Creation routes the article into Review; publication follows the editor’s approval decision.

Reader feedback stays on the article. A known error problem state describes the investigation, while Published describes the article’s availability.

Agree when repeated incidents justify a Problem and who owns root-cause investigation. Define an editorial reviewer for downtime guidance, including who checks the procedure against current clinical practice. Keep draft content separate from articles staff may use during an interruption.

Test an article created for the wrong service and feedback attached to the wrong article. The editor should correct the references before publication. Confirm that a new article enters Review and that only an authorized person can publish it.

Rehearse a recurring application fault. The service manager records a Problem for the affected Service and an owner, then records the root cause when established. The Knowledge Editor drafts an article for the same Service, checks the instructions with the responsible team and reviews its status before publication.

Ask a responder to find the Published article while investigating another case. Confirm any reader feedback remains linked to that article, and distinguish a resolved Problem from an article still under review.

A problem can remain in Investigating while an article is still a Draft. The service manager should keep the root-cause record current, and the Knowledge Editor should check any practical instructions against that finding. After publication, feedback can identify guidance that needs another editorial review without changing the earlier problem history.

• Open Clinical Problems — Review the filtered records and choose the next action.
• Published Clinical Knowledge Articles — Open related records before the handoff.

Follow the related process.