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Professional Accountability Program

The DUHS Professional Accountability Program (PACT) fosters a positive and safe work culture for all Duke Health team members and provides meaningful interventions that focus on promoting awareness and professionalism and addressing harm. Specifically, the program (1) trains Duke team members to become Peer Messengers; (2) tracks professionalism incidents and offers resources and options to address harm; and (3) supports team members and managers to foster a positive work environment. Through meaningful interventions and partnerships, PACT furthers Duke Health’s commitment to excellence, safety, integrity, diversity, and teamwork.

How do you define unprofessional behavior?
Any behavior that goes against the policies, conduct standards, or values of Duke Health is considered unprofessional. This includes any behavior that is disruptive, intimidating, threatening, violent, inappropriate, or illegal.

How are incidents reported and tracked?
Incidents of unprofessional behavior can be reported:

(1) In the Safety Reporting System (SRS), a centralized, confidential online reporting tool.

(2) By phone, (919) 668-2057.

(3) To your direct supervisor.

Who are Peer Messengers, and what do they do?

The Peer Messengers are Duke Health team members who volunteer for PACT and assist in addressing reported disruptive behavior among colleagues.

When will a Peer Messenger vs. Restorative Justice vs. other services be utilized?
The steps that are taken depend on the type and severity of the incident. If the behavior appears to be disruptive, a peer messenger may be used. If harm has been caused and both parties are interested in repairing the damage and moving forward productively, restorative justice is offered. For more serious behaviors, Duke Health leadership is contacted.

Are reports vetted for accuracy?
PACT team members do not investigate the merits of reports and instead review them to understand the causes and reduce/prevent their occurrence. Reports that are referred to HR or Duke Health leadership may lead to an investigation as appropriate.

What happens if a person has repeated reported incidents?
According to peer organizations, team members who undergo an intervention through PACT are much less likely to repeat their disruptive behavior. However, if multiple complaints are filed against a team member, they will be directed to HR or Duke Health leadership.

Are meetings with Peer Messengers recorded or reported?
Peer Messenger conversations are confidential and are not recorded in someone’s personnel file. Only the faculty/staff member, Peer Messenger, and oversight committee have access to specific information.

Want to get involved?
Please sign up to attend the Peer Messenger training.

Peer Messenger Training

This training helps participants understand the relationships between behaviors that undermine a culture of safety and suboptimal outcomes, identify those behaviors within a “professional accountability pyramid,” and learn how to address those behaviors at three successive intervention levels.

Arius Murray Rowe, the Professionalism Program Manager in the Culture and Wellbeing Hub, manages the non-MD PACT program for all of DUHS. Arius collaborates with non-MD leaders to oversee the non-MD PACT program.

Does your unit or department have a need around professionalism or professionalism training? If so, please email: arius.murrayrowe@duke.edu

School of Medicine’s Statement on Faculty Professionalism