The influence of digital technologies on resilient performance: Contributions, drawbacks, and a research agenda.

The growing use of digital technologies (DTs) has a myriad of implications to socio-technical systems, which are not yet fully recognised. This paper investigates the contributions and drawbacks of DTs to resilient performance (RP), an aspect that so far has received less attention in comparison to others such as efficiency. To this end, a survey questionnaire was applied to 79 academics and practitioners linked to resilience engineering. Data analysis involved descriptive statistics and a thematic analysis of the open-text responses to the survey. Mixed impacts were identified, with 10 themes related to contributions and 16 to drawbacks. Regarding the contributions, the results highlighted the use of DTs for monitoring and anticipating system performance. Machine learning seems to be the most promising approach for this purpose. A key drawback is the need for developing new skills across the workforce so that they can make sense of the outputs of DTs and are aware of their strengths and weaknesses. The human role is expected to remain crucial for RP, which makes the current coordination difficulties with DTs even more important to address. A research agenda composed of five topics is proposed, encompassing description, prescription, and assessment. The agenda emphasizes the need for mapping the attributes or functionalities of DTs onto resilience concepts, models, and frameworks.

A knowledge framework for the design of built environment supportive of resilient internal logistics in hospitals.

Internal logistics is crucial for hospitals, occurring within facilities that pose constraints and opportunities, demanding resilient performance (RP) to adapt to dynamic conditions and balance safety and efficiency pressures. However, the role of the built environment (BE) to support RP is not explicitly analysed in the hospital logistics literature, which is usually limited to discuss BE in terms of layout and routing issues. To address this gap, this study presents a knowledge framework of BE supportive of RP in internal hospital logistics. The framework was developed based on a study in a large teaching hospital, encompassing 11 service flows of people and supplies between an intensive care unit and other units. Data collection was based on 38 interviews, documents such as floor plans, and observations of logistics activities. Seven BE design principles developed in a previous study, concerned with RP in general but not focused on logistics, were adopted as initial themes for data analysis. Results of the thematic analysis gave rise to a knowledge framework composed of seven design prescriptions and 63 practical examples of BE supportive of RP in hospital internal logistics. The paper discusses how these prescriptions and examples are connected to resilience management. The framework is new in the context of internal hospital logistics and offers guidance to both BE and logistics designers.

Slack in the infrastructure of intensive care units: resilience management in the post-pandemic era.

BACKGROUND: Although slack is an asset to resilient hospitals, it is usually explicitly discussed only in terms of the quantity and quality of beds and staff. This paper expands this view by addressing slack in four infrastructures of intensive care units (ICUs) (physical space, electricity supply, oxygen supply, and air treatment) during the COVID pandemic. METHODS: The study occurred in a leading private hospital in Brazil, aiming at the identification of slack in four units originally designed as ICUs and two units adapted as ICUs. Data collection was based on 12 interviews with healthcare professionals, documents, and comparison between infrastructures and regulatory requirements. RESULTS: Twenty-seven instantiations of slack were identified, with several indications that the adapted ICUs did not provide infrastructure conditions as good as the designed ones. Findings gave rise to five propositions addressing: relationships intra and inter infrastructures; the need for adapted ICUs that match as closely as possible the designed ICUs; the consideration of both clinical and engineering perspectives in design; and the need for the revision of some requirements of the Brazilian regulations. CONCLUSIONS: Results are relevant to both the designers of the infrastructures and to the designers of clinical activities as these must take place in fit-for-purpose workspaces. Top management might also benefit as they are the ultimate responsible for decision-making on whether or not to invest in slack. The pandemic dramatically demonstrated the value of investing in slack resources, creating momentum for this discussion in health services.

Burnout and network centrality as proxies for assessing the human cost of resilient performance.

The extra effort of healthcare professionals to provide care is a manifestation of resilient performance (RP), usually going unnoticed due to successful outcomes. However, it is not clear how the human cost of RP can be assessed. This study addresses this gap by investigating the relationships between proxies of RP and its human cost. The proposed approach was tested in a 29-bed intensive care unit (ICU). The centrality of each professional in the advice-seeking social network was considered as the proxy of their contribution to system resilience. A resilience score was calculated for each professional as the product of three network centrality metrics (in-degree, closeness, and betweenness) and two non-network attributes, namely their availability and reliability. Professionals' burnout was the proxy of the human cost of RP, assessed through the Maslach Burnout Inventory, composed of 22 items divided into a triad of emotional exhaustion, depersonalization, and personal accomplishment. Both questionnaires, for social network analysis and burnout, included socio-demographic questions and were answered by 99.0% of the professionals. Results indicated a weak correlation between emotional exhaustion and the resilience score (p = 0.008). This score was also weakly correlated with working overtime (p = 0.005). Overall, findings provided initial evidence that RP as measured in our study matters to burnout, and that the two proxies are exemplars of applying a more general reasoning that might be valid for other proxies.

Coping with complexity in the COVID pandemic: An exploratory study of intensive care units.

Although the COVID pandemic has challenged the resilience of health services in general, this impact has been most visible in intensive care units (ICUs). This paper presents an exploratory study of how ICUs in Brazil have coped with the complexity stemming from the pandemic. Five guidelines for coping with complexity were adopted as analytical framework. The guidelines were concerned with slack resources, diversity of perspectives, visibility, work-as-done, and unintended consequences. There were three main sources of data: (i) a survey with respondents from 33 ICUs, which indicated their agreement with 23 statements related to the use of the complexity guidelines; (ii) semistructured interviews with seven survey respondents and two public health officials; and (iii) 20 h of observations of the meetings of a municipal bed management committee. Seventy resilience practices were identified from these data sources. Most of these practices (n = 30) were related to the guideline on slack resources, which were commonly obtained from other hospital units. As for the survey data, the statement related to the availability of extra or standby human resources obtained the lowest score, reinforcing the key role of slack resources. Five lessons learned for coping with complexity in ICUs were drawn from our data; one lesson for each guideline. Furthermore, the survey questionnaire is a potential ICU assessment tool, which can be adapted to other health services.

Design for resilient performance: Concept and principles.

Resilient performance in socio-technical systems is usually described as stemming from people's self-organization and spur-of-the-moment actions and decisions. However, this is not exclusive with work system design ahead of time, with the deliberate intention of influencing resilient performance. This paper proposes a concept and principles of Design for Resilient Performance (DfRP), making explicit contributions that had been concealed and fragmented in the literature. Based on a literature review of influential human factors studies, 23 design principles were identified and set a basis for a Delphi study with 27 experts from nine countries. After three Delphi rounds, consensus was obtained and the DfRP concept was defined as well as seven design principles, namely: (i) there must be functional models of the system; (ii) make variations in performance visible; (iii) use the type of standardization that best fits the nature of the function; (iv) design slack resources and strategies; (v) design for acceptable performance even under degraded conditions; (vi) design must involve leveraging diverse perspectives; and (vii) design to support continuous learning at the individual and organisational level. The applicability of the principles is demonstrated through an exploratory case study of the rapid response team in a hospital. The principles of DfRP are contributions of prescriptive nature, which might give rise to more resilient socio-technical systems.

The Built Environment Influence on Resilient Healthcare: A Systematic Literature Review of Design Knowledge.

OBJECTIVE: The aim of this study was to develop built environment (BE) design knowledge to support resilient healthcare by systematically reviewing the evidence-based design (EBD) literature. BACKGROUND: Although the EBD literature is vast, it has not made explicit its contribution to resilient healthcare, which is a key component of the highly complex health service. METHOD: This review followed the steps recommended by the Preferred Reporting Items for Systematic reviews and Meta-Analyses method. After applying the inclusion and exclusion criteria, 43 journal papers were selected. The papers were analyzed in light of five guidelines for coping with complexity, allowing for the development of BE design knowledge that supports resilient healthcare. RESULTS: The design knowledge compiled by the review was structured according to four levels of abstraction: five design-meta principles, corresponding to the five complexity guidelines, seven design principles, 21 design prescriptions, and 58 practical examples. The design knowledge emphasizes the interactions between the BE as physical infrastructure and the functions that it supports. CONCLUSIONS: The design knowledge is expected to be useful not only to architects but also to those involved in the functional design of health services as they interact with the BE. Furthermore, our proposal provides a knowledge template that can be continuously updated based on the experience of practitioners and academic research.

Digital technologies: An exploratory study of their role in the resilience of healthcare services.

Descriptions of resilient performance in healthcare services usually emphasize the role of skills and knowledge of caregivers. At the same time, the human factors discipline often frames digital technologies as sources of brittleness. This paper presents an exploratory investigation of the upside of ten digital technologies derived from Healthcare 4.0 (H4.0) in terms of their perceived contribution to six healthcare services and the four abilities of resilient healthcare: monitor, anticipate, respond, and learn. This contribution was assessed through a multinational survey conducted with 109 experts. Emergency rooms (ERs) and intensive care units (ICUs) stood out as the most benefited by H4.0 technologies. That is consistent with the high complexity of those services, which demand resilient performance. Four H4.0 technologies were top ranked regarding their impacts on the resilience of those services. They are further explored in follow-up interviews with ER and ICU professionals from hospitals in emerging and developed economies to collect examples of applications in their routines.

Integrated modelling of built environment and functional requirements: Implications for resilience.

The built environment is a core part of most healthcare systems, involving a number of requirements such as those related to space and patients' well-being. However, these are usually addressed separately from other functional requirements, resulting in designs that do not support resilient performance. This study proposes a framework for the integrated modelling of built environment and other functional requirements, relying on two approaches: Functional Resonance Analysis Method (FRAM), and Building Information Modelling (BIM). Requirements are defined as equivalent to the precondition aspect of FRAM functions. BIM allows the creation of a database of requirements and functions, linked to an object-oriented model of the built environment. The proposed framework was devised and tested in an intensive care unit. Findings shed light on the necessary resilience to cope with the gap between built environment-as-imagined in design and built environment-as-done due to performance adjustments. This type of resilience may have a long-lasting nature, as many built environment attributes cannot be easily changed.

Monitoring complexity and resilience in construction projects: The contribution of safety performance measurement systems.

Although complexity and resilience are key inter-related characteristics of construction projects, little is known on how to monitor these characteristics and their implications for safety management. This study investigates the contribution of Safety Performance Measurement Systems (SPMS) as a means for monitoring and understanding of sources of complexity and resilience in construction. It is based in three empirical studies carried out in construction projects, two in Chile and one in Brazil. Two main tools were applied in these studies: (i) the Technical, Organizational and Environmental (TOE) framework, focused on complexity; and (ii) the Resilience Assessment Grid (RAG), focused on resilience. Improvement opportunities were identified for existing SPMS. Also, a set of guidelines for the design of SPMS emerged from these studies as well as a model that explains the connections between the main constructs encompassed by the guidelines.

The joint use of resilience engineering and lean production for work system design: A study in healthcare.

Although lean production (LP) has been increasingly adopted in healthcare systems, its benefits often fall short of expectations. This might be partially due to the failure of lean to account for the complexity of healthcare. This paper discusses the joint use of principles of LP and resilience engineering (RE), which is an approach for system design inspired by complexity science. Thus, a framework for supporting the design of socio-technical systems, which combines insights from LP and RE, was developed and tested in a system involving a patient flow from an emergency department to an intensive care unit. Based on this empirical study, as well as on extant theory, eight design propositions that support the framework application were developed. Both the framework and its corresponding propositions can contribute to the design of socio-technical systems that are at the same time safe and efficient.

Análise de acidente ambiental: estudo de caso usando o Método de Análise da Ressonância Funcional / Environmental disaster analysis: case study using the Functional Resonance Analysis Method

RESUMO A caracterização dos sistemas ambientais como lineares e previsíveis vem sendo questionada constantemente, uma vez que é insuficiente para explicar eventos e mudanças dramáticas. Nesse sentido, a abordagem da complexidade constitui uma alternativa aos modelos analíticos tradicionais. Neste artigo, é analisado o caso de um acidente ambiental em que houve elevada mortandade de peixes no Rio do Sinos, Rio Grande do Sul, no ano de 2006. O caso foi reinterpretado por meio do Método de Análise da Ressonância Funcional (Functional Resonance Analysis Method - FRAM), o qual vem sendo usado para investigação de acidentes em sistemas sociotécnicos complexos. O presente estudo representa a primeira aplicação de tal método na análise de acidente em sistema socioecológico. Por intermédio do FRAM, observou-se que as saídas do sistema no momento do acidente eram as mesmas que seriam encontradas em uma situação normal. O que difere, no caso do acidente, é a magnitude dessas saídas e a sua simultaneidade temporal, o que levou à amplificação e à ressonância da variabilidade da saída de cada função. São propostas ações que visam à prevenção de acidentes similares com base no FRAM, bem como é discutida a utilidade desse método no contexto de sistemas socioecológicos.

ABSTRACT The characterization of environmental systems as linear and predictable has being questioned, once it is not sufficient to explain events and dramatic changes. In these sense, the complexity approach is an alternative to traditional analytical models. In this work, an environmental disaster occurred in 2006, involving death of fishes in Rio dos Sinos, Rio Grande do Sul, Brazil, is addressed. The case was re-analyzed using the Functional Resonance Analysis Method (FRAM), which currently has being used for investigation of accidents in complex socio-technical systems. This is the first application of FRAM in a socio-ecological system. FRAM allowed the observation that system's outputs encountered in the disaster moment are the same founded in a normal situation, the difference was the magnitude of these outputs in each function. Actions are proposed aiming to prevent similar disasters, based on the FRAM, and a discussion regarding the utility of this method in socio-ecological systems is approached.

Modelling interactions between procedures and resilience skills.

Although work in complex socio-technical systems needs support from several "resources for action", the interactions between these are not usually managed systematically. This study introduces a six-step framework for analyzing the interactions between two key resources for action, namely the use of standardized operating procedures and resilience skills (RSs). The main steps for applying the framework involve: (i) a content analysis of the procedure, which allows for the identification of underspecified rules and situations that could be emphasized in scenario-based training focused on developing RSs; and (ii) the identification of factors that set the stage for the emergence of RSs, which could be accounted for by procedures and the broader work system design. An application of the framework is presented in the preparation and administration of intravenous medications in an emergency department. Data collection involved 98 h of observations, 14 interviews, and document analysis. Based on this field study, a model of the interactions between procedures and RSs is proposed as well as the lessons learned from applying the framework are discussed.

Análise do preparo e administração de medicamentos no contexto hospitalar com base no pensamento Lean / Analysis of the preparation and administration of medications in the hospital context based on Lean thinking

Objectives: To analyze the current way medications are prepared and administered in the hospital setting and to apply a method to establish priorities for problems detected. Method: This is an exploratory-descriptive case study. The data were collected through observation and focus groups with 13 participants who were part of a health team in a surgical inpatient unit of a public university hospital. The analysis was based on a lean production framework. Results: A value stream map was constructed of the current way drugs are prepared and administered, identifying the clients in the process and their requirements. Forty-five current problems were identified, based on requirements that were not met with eight being prioritized to improve planning. Conclusion: Having prioritized the problems, the planning and implementation of continuous improvements in the medication process were started in order to reduce errors and improve the quality of services.

Objetivos: Analizar la situación actual de la preparación y administración de medicamentos en el contexto hospitalario y aplicar método para establecer prioridades entre los problemas levantados. Método: Estudio de caso, exploratorio-descriptivo. La recolección de datos se dio por medio de observación y dos Grupos Focales con 13 participantes que integran el equipo de salud de una unidad de internación quirúrgica de un hospital público universitario. El análisis siguió el referencial Lean o producción sobria. Resultados: Se constituyó el Mapa de Flujo de Valor del estado actual de la preparación y administración de medicamento, identificando los clientes del proceso y sus requisitos. Se listaron 45 problemas vigentes, con base en los requisitos no atendidos, con vistas a la planificación de mejoras. Conclusión: En la medida en que se dio prioridad a los problemas, se inició la planificación e implantación de mejoras continuada del proceso de medicación, con vistas a reducir errores y a mejorar la calidad de los servicios.

Objetivos: Analisar a situação atual do preparo e administração de medicamentos no contexto hospitalar e aplicar método para estabelecer prioridades entre os problemas levantados. Método: Estudo de caso, exploratório-descritivo. A coleta de dados deu-se por meio de observação e dois Grupos Focais com 13 participantes que integravam a equipe de saúde de uma unidade de internação cirúrgica de um hospital público universitário. A análise seguiu o referencial Lean ou produção enxuta. Resultados: Construiu-se o Mapa de Fluxo de Valor do estado atual do preparo e administração de medicamento, identificando-se os clientes do processo e seus requisitos. Entre os 45 problemas vigentes levantados, com base nos requisitos não atendidos, oito foram priorizados com vistas ao planejamento de melhorias. Conclusão: Na medida em que os problemas foram priorizados iniciaram-se o planejamento e implantação de melhorias contínuas no processo de medicação, com vistas a reduzir erros e melhorar a qualidade dos serviços.

Reducing construction waste: A study of urban infrastructure projects.

The construction industry is well-known for producing waste detrimental to the environment, and its impacts have increased with the development process of cities. Although there are several studies focused on the environmental impact of residential and commercial buildings, less knowledge is available regarding decreasing construction waste (CW) generation in urban infrastructure projects. This study presents best practices to reduce waste in the said projects, stressing the role of decision-making in the design stage and the effective management of construction processes in public sector. The best practices were identified from literature review, document analysis in 14 projects of urban infrastructure, and both qualitative and quantitative survey with 18 experts (architects and engineers) playing different roles on those projects. The contributions of these research are: (i) the identification of the main building techniques related to the urban design typologies analyzed; (ii) the identification of cause-effect relationships between the design choices and the CW generation diagnosis; (iii) the proposal of a checklist to support the decision-making process, that can be used as a control and evaluation instrument when developing urban infrastructure designs, focused on the construction waste minimization (CWM).

Resilience skills as emergent phenomena: A study of emergency departments in Brazil and the United States.

Although the use of resilience skills (RSs) by emergency department (ED) front-line staff is ubiquitous, the nature and origin of these skills tend to be taken for granted. This study investigates the research question "where do RSs come from"? Case studies in two EDs were undertaken in order to answer the research question: one in Brazil and the other in the United States. The case studies adopted the same data collection and analysis procedures, involving interviews, questionnaires, observations, and analysis of documents. A model for describing RSs as emergent phenomena is proposed. The model indicates that RSs arise from interactions between: work constraints, hidden curriculum, gaps in standardized operating procedures, organizational support for resilience, and RSs themselves. An instantiation of the model is illustrated by a critical event identified from the American ED. The model allows the identification of leverage points for influencing the development of RSs, instead of leaving their evolution purely to chance.

Safety inspections in construction sites: A systems thinking perspective.

Although safety inspections carried out by government officers are important for the prevention of accidents, there is little in-depth knowledge on their outcomes and processes leading to these. This research deals with this gap by using systems thinking (ST) as a lens for obtaining insights into safety inspections in construction sites. Thirteen case studies of sites with prohibited works were carried out, discussing how four attributes of ST were used in the inspections. The studies were undertaken over 6 years, and sources of evidence involved participant observation, direct observations, analysis of documents and interviews. Two complementary ways for obtaining insights into inspections, based on ST, were identified: (i) the design of the study itself needs to be in line with ST; and (ii) data collection and analysis should focus on the agents involved in the inspections, the interactions between agents, the constraints and opportunities faced by agents, the outcomes of interactions, and the recommendations for influencing interactions.

Ethics in Publishing: Complexity Science and Human Factors Offer Insights to Develop a Just Culture.

While ethics in publishing has been increasingly debated, there seems to be a lack of a theoretical framework for making sense of existing rules of behavior as well as for designing, managing and enforcing such rules. This letter argues that systems-oriented disciplines, such as complexity science and human factors, offer insights into new ways of dealing with ethics in publishing. Some examples of insights are presented. Also, a call is made for empirical studies that unveil the context and details of both retracted papers and the process of writing and publishing academic papers. This is expected to shed light on the complexity of the publication system as well as to support the development of a just culture, in which all participants are accountable.

Complex socio-technical systems: Characterization and management guidelines.

Although ergonomics has paid increasing attention to the perspective of complexity, methods for its operationalization are scarce. This study introduces a framework for the operationalization of the "attribute view" of complexity, which involves: (i) the delimitation of the socio-technical system (STS); (ii) the description of four complexity attributes, namely a large number of elements in dynamic interactions, a wide diversity of elements, unexpected variability, and resilience; (iii) the assessment of six management guidelines, namely design slack, give visibility to processes and outcomes, anticipate and monitor the impacts of small changes, monitor the gap between prescription and practice, encourage diversity of perspectives when making decisions, and create an environment that supports resilience; and (iv) the identification of leverage points for improving the STS design, based on both the analysis of relationships among the attributes and their classification as irreducible/manageable complexity, and liability/asset. The use of the framework is illustrated by the study of an emergency department of a University hospital. Data collection involved analysis of documents, observations of work at the front-line, interviews with employees, and the application of questionnaires.

The design of scenario-based training from the resilience engineering perspective: a study with grid electricians.

Although scenario-based training (SBT) can be an effective means to help workers develop resilience skills, it has not yet been analyzed from the resilience engineering (RE) perspective. This study introduces a five-stage method for designing SBT from the RE view: (a) identification of resilience skills, work constraints and actions for re-designing the socio-technical system; (b) design of template scenarios, allowing the simulation of the work constraints and the use of resilience skills; (c) design of the simulation protocol, which includes briefing, simulation and debriefing; (d) implementation of both scenarios and simulation protocol; and (e) evaluation of the scenarios and simulation protocol. It is reported how the method was applied in an electricity distribution company, in order to train grid electricians. The study was framed as an application of design science research, and five research outputs are discussed: method, constructs, model of the relationships among constructs, instantiations of the method, and theory building. Concerning the last output, the operationalization of the RE perspective on three elements of SBT is presented: identification of training objectives; scenario design; and debriefing.