Assessing quality in the laboratory must be part of a strategic plan to improve customer satisfaction and increase profits. Processes developed with the Laboratory should have a specific outcome to fulfill the needs of both internal and external customers. These processes should also meet or exceed expectations of reducing cost and/or generating revenue. In order to be effective at assessing quality, the Executive Team must guide the Laboratory Leadership into developing these processes and support Laboratory Personnel in executing these processes. The flowchart below is a simplified diagram on how assessing quality involves developing a process that produces a specific outcome, which generates customer satisfaction and profit (Figure A). This flowchart can be used as a guide or teaching tool for managing workflows. The flowchart can be further built upon to add more factors such as steps within the process, departments involved in achieving a specific outcome, quality dimensions, measures and metrics.
For example, the flowchart can serve as a basis to assess the quality of utilizing ROM Plus, a moderate complexity test system, in healthcare. This test system allows for timely and accurate diagnosis of premature rupture of fetal membranes (PROM), which is critical in providing appropriate treatment for mothers and babies most especially before 37 weeks’ gestation (Clinical Innovations, 2020). The flowchart below depicts the multifaceted nature of assessing healthcare quality (Figure B).
Figure B: Assessing Quality of the ROM Plus Test System in Healthcare
This flowchart does not intend to be a complete depiction in assessing healthcare quality of ROM Plus. However, the purpose is to garner ideas of how quality could be defined and measured in each step of the laboratory or outcome processes, by internal and external customers and through various financial dimensions. A similar structure could be created for other moderate or high complexity test systems overseen by the laboratory. With the Assessing Quality flowchart, the Executive Team can better guide the Laboratory Leadership and better support the Laboratory Personnel towards improving customer satisfaction and increasing profits. References: Clinical Innovations (2020). ROM plus, rupture of membranes test. Retrieved on July 15, 2021 from https://clinicalinnovations.com/wp-content/uploads/2020/11/ART-0087-Rev.-02-ROM-Plus-IFU.pdf
Medina and Ashley (2006). Preterm Premature Rupture of Membranes: Diagnosis and Management. Retrieved on July 15, 2021 from https://clinicalinnovations.com/wp-content/uploads/2020/11/ART-0087-Rev.-02-ROM-Plus-IFU.pdf
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