tegutsemine nii, et ei otseseid teenuseosutajaid ega ka teisi ettevõtjaid ei karistata nende tegevuse, tegemata jätmise või otsuste pärast, mis vastavad nende kogemusele ja koolitusele, talumata samas rasket hooletust, tahtlikke rikkumisi ja hävitavaid tegusid, a culture in which frontline personnel are comfortable disclosing errors, including their own, while maintaining professional accountability, recognizing individual practitioners should not be held accountable for system failings over which they have no control, yet does not tolerate conscious disregard of clear risks to patients or gross misconduct, a culture in which front-line operators or others are not punished for actions, omissions or decisions taken by them that are commensurate with their experience and training, but where gross negligence, wilful violations and destructive acts are not tolerated