polqm conference oct 2015 baljit singh sept...

Customer SatisfactionMonitoring and following through on Complaints, Concerns, Compliments

and Commitments within a Health Authority

Presented by: Baljit Singh, LM Labs

Lead, Laboratory Quality & Process Improvement

October 5th, 2016

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Lower Mainland Pathology & Laboratory Medicine

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Overview

• Current state of affairs

• Highlight our process and things that are going well

• Opportunities for improvement

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Lower Mainland Pathology and Laboratory Medicine

We provide testing services in 32 locations in 4 health authorities:

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Lower Mainland Laboratories (LM Labs) is a service of PHSA.

Lab staff who work physically in any of these 4 health

authorities are all PHSA employees.

• Based on priorities set by Integrated LM Quality, all team

members will use 3 Pillar Approach to align with Quality

Framework.

LM Quality Team and 3 Pillar Approach

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Integrated LM Quality System

Medical Directors / Executive Directors

Lower Mainland Pathology and Laboratory Medicine

Quality Team

September 2016

LM

Quality Director

Anita Kwong

LM

Quality Lead

FH

Baljit Singh

LM

Quality Lead

BCCA and BCCDC(Temporary)

Vacant

LM

Quality Lead

C&W and PHC

Elsie Chan

LM

Quality Lead

VCH

Ada Leung

LM

Quality Coordinator

Nina Dhaliwal

LM

Quality Manager

Cathy Chong

Customer Focus Policy

Section from the Customer Focus Policy:

The laboratory monitors customer satisfaction on an

ongoing basis through the use of :

• Customer feedback mechanisms

• Tracking of complaints and feedback

• Periodic customer satisfaction surveys

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Customer Focus Process

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Outpatient Satisfaction Survey Results

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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Ease of Location Cleanliness Wait Times Courtesey Privacy Phlebotomy Patient

Instructions

Hours of

Operation

% a

cce

pta

ble

Outpatient Satisfaction Survey Results

Customer Focus Process

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Patient Safety Learning System

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Patient Safety Learning System – Assigning Degree

of Harm

• 1 - No harm: An error or problem reached the person, but the

person was not harmed.

• 2 - Minor harm: An error or problem reached the person causing

temporary injury or mild harm, perhaps requiring minor

intervention.

• 3 - Moderate harm: An error or problem reached the person and

caused significant temporary or permanent harm, requiring

intervention.

• 4 - Severe harm: An error or problem reached the person and

resulted in physical or psychological injury that, on a permanent or

long-term basis, substantially interferes with the person's

functional abilities or quality of life

• 5 - Death: An event reached the person and resulted in their

immediate or eventual demise.

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Monitoring Data

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Monitoring Commitments

Monitoring Commitments – TATs (Potassium –

Emergency Department)

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Hospital A

Hospital B

Monitoring Commitments – TATs (Hemoglobin –

Emergency Department)

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Hospital A - F

Monitoring Commitments – TATs (Troponin –

Emergency Department)

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Hospital G - K

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Opportunity For Improvement – Capturing the

Everyday Concerns

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