Building a Resilient Patient Safety Culture: A Large Healthcare Organization’s Approach to Systematically Reviewing Serious Harm Events

A large healthcare organization's approach to systematically reviewing serious harm events is described. An evaluation of both quantitative and qualitative metrics suggests Unity Health Toronto's critical incident review process has been effective at building a resilient patient safety culture that stood up to the challenges of the COVID-19 pandemic, and continues to have a positive impact on patient safety at Unity Health Toronto.