Patients’ (Clients) Satisfaction with Medical Laboratory Services Contributes to Health and Quality Improvement

Mapping Intimacies ◽

10.5772/intechopen.99290 ◽

2021 ◽

Author(s):

Nkereuwem S. Etukudoh ◽

Uchejeso M. Obeta

Keyword(s):

Quality Improvement ◽

Quality Management ◽

Quality Management System ◽

Heart Beat ◽

Iso 9001 ◽

Medical Laboratory ◽

Iso 17025 ◽

Iso 15189 ◽

Laboratory Services ◽

Customer Services

Patients’ (clients/customer) services and satisfaction in Medical Laboratory Services and general healthcare is one of the twelve (12) quality essentials of Total Quality Management System (TQMS) emphasized by quality standards as seen in ISO 17025, ISO 15189 and ISO 9001. The patients otherwise referred to as customers or clients to Medical Laboratory and healthcare in general, is the heart-beat and kings to the healthcare system. This chapter looks into the quality aspect of medical laboratory services from the patients’ angle towards thorough satisfaction or dissatisfaction index and otherwise creates room for improvement in the services and healthcare in general. The chapter therefore, identified medical laboratory clients to include patients and patients’ relations, physicians and other healthcare workers, public health and government, communities and interested parties, and medical laboratory profession. There is a need to administer services satisfaction survey developed by Director of Medical Laboratory Services or human resources/quality officers in line with the ISO 15189, ISO 17075 and ISO 9001 to customers/clients from time to time so the outcome can be used to correct services errors and cause quality improvement. It is believed that patients’ satisfaction causes improvement in healthcare, quick recovery of patients and willingness of the patient to return to the healthcare facility in future. Patients’ and customers’ in medical laboratory feedback contributes to quality management and improvement to Medical Laboratory services and healthcare as an ingredient of TQMS.

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Quality management in medical laboratories

Hämostaseologie ◽

10.1055/s-0037-1617044 ◽

2010 ◽

Vol 30 (02) ◽

pp. 55-62

Author(s):

M. Fritzer-Szekeres

Keyword(s):

Quality Management ◽

Medical Laboratory ◽

Management Systems ◽

The European Union ◽

Quality Management Systems ◽

Iso 17025 ◽

Iso 15189 ◽

Medical Laboratories ◽

Systems Quality ◽

Standard Iso 15189

SummaryDuring the 20th century understanding for quality has changed and international and national requirements for quality have been published. Therefore also medical branches started to establish quality management systems. Quality assurance has always been important for medical laboratories. Certification according to the standard ISO 9001 and accreditation according to the standard ISO 17025 have been the proof of fulfilling quality requirements. The relatively new standard ISO 15189 is the first standard for medical laboratories. This standard includes technical and management requirements for the medical laboratory. The main focus is the proof of competence within the personnel. As this standard is accepted throughout the European Union an increase in accreditations of medical laboratories is predictable.

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Development of Quality Management System Under ISO 9001:2015 and Joint Inspection Group (JIG) for Aviation Fuelling Service

Management and Production Engineering Review ◽

10.1515/mper-2017-0028 ◽

2017 ◽

Vol 8 (3) ◽

pp. 50-59 ◽

Cited By ~ 2

Author(s):

Kanon Ruamchat ◽

Natcha Thawesaengskulthai ◽

Chaipong Pongpanich

Keyword(s):

Quality Improvement ◽

Quality Management ◽

Management System ◽

Distribution Systems ◽

Management Practices ◽

Quality Management System ◽

Aviation Fuel ◽

Iso 9001 ◽

Fuel Quality ◽

Petroleum Company

Abstract The Joint Inspection Group (JIG) standard for aviation fuel quality management assists in the operational process and maintenance of aviation fuel from its point of origin and through distribution systems to airports. Currently, problems arise as the JIG standard and quality management in aviation fuel are isolated and have independent procedures. Merging the JIG standards with ISO 9001:2015 can override original JIG’s philosophy by connecting all quality assessment, and management parties involved, throughout the supply chain. This integration can harmonize auditing tasks, focusing on risk/opportunity, and continue quality improvement focus. This paper proposes a development of quality management system (QMS) under ISO 9001:2015 for aviation fuelling service in a systematic way. The content and critical success factors of ISO 9001:2015 and JIG standards were studied. The beneficial synergies, similarities, and logical linkages between both standards are identified. This QMS was developed in the largest petroleum company in Thailand and 60 selected experts were surveyed, with a response rate of 88.3%, for their agreement on integrated criteria. Two external quality auditors, who have ISO 9001 and JIG expertise, were interviewed to modify our initial proposed QMS. The final QMS was implemented in the into-plane fuelling services as the first phase of this implementation. Results of framework implementation are discussed in a case study. There are mutual benefits resulting from the integration of JIG and ISO 9001:2015 standards. This QMS provides a unified process for quality management practices, and enhances the effectiveness of risk evaluation as well as the opportunity for continued quality improvement. It facilitates the identification of ISO 9001:2015 requirements and establishes relationships between the roles of JIG standard and the clauses of ISO 9001:2015. The first experience from five airports as the pilot study of proposed QMS implementation minimized conflicts and duplications between JIG and ISO 9001:2015 standards, reduced the number of into-plane fuelling service incidents reported, such as oil spill, machine stoppage, re-inspections, and recall costs.

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ISO 15189:2003: A practical tool for the management of quality in the medical laboratory

Jugoslovenska medicinska biohemija ◽

10.2298/jmh0503193b ◽

2005 ◽

Vol 24 (3) ◽

pp. 193-200 ◽

Cited By ~ 3

Author(s):

David Burnett

Keyword(s):

Quality Management ◽

Quality Management System ◽

Internal Audit ◽

Medical Laboratory ◽

Iso 15189 ◽

External Assessment ◽

Process And Outcome ◽

Quality Management Model ◽

Practical Tool ◽

And Control

The requirements of ISO 15189:2003 are discussed in the context of a process and outcome based quality management model in which the user?s needs are the central focus. The requirements of ISO 15189:2003 are examined in terms of organization and a quality management system and stress the importance of evidence, document control and control of records and clinical material. Examples are provided from the areas of resource management, pre examination, examination and post examination processes. In the final section the importance of evaluation and continual improvement is presented in relation to internal audit and external assessment, non-conformity, corrective and preventative action and management review.

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Development of quality management system documents of medical laboratory in accordance with the requirements of ISO 15189:2012

Medical almanac ◽

10.21145/2499-9954-2016-4-14-17 ◽

2016 ◽

pp. 14-17

Author(s):

A.V. Emanuel ◽

A.V. Kalenskaya ◽

G.A. Ivanov ◽

A.V. Avramenko ◽

N.A. Zimakova ◽

...

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

Medical Laboratory ◽

Iso 15189

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International practices of quality management in healthcare (a review)

Science and Innovations in Medicine ◽

10.35693/2500-1388-2019-4-4-38-43 ◽

2019 ◽

Vol 4 (4) ◽

pp. 38-43

Author(s):

Rufiya I. Ginnyatulina

Keyword(s):

Quality Assurance ◽

Quality Improvement ◽

Quality Management ◽

Medical Care ◽

Continuous Quality Improvement ◽

Iso 9001 ◽

Total Quality ◽

Iso 15189 ◽

Continuous Quality ◽

The World

An analysis of international publications revealed a growing interest in all aspects of quality in medical care, especially in the definition of the concept of quality in healthcare. In the world community, the following approaches to quality management are widely used: the Total Quality Control (TQC); Total Quality Management (TQM), which includes Quality Assurance and Quality Improvement; Continuous Quality Improvement (CQI); Lean management, including Hoshin Kanri's policy and PDCA's Deming - Shuhart Cycle (Plan-Do-Check-Act). Practical implementation of the principles of General Quality Management (TQM) and Continuous Quality Improvement (CQI) is based on the models of business improvement in quality management: the EFQM (European Foundation for Quality Management) model, the MBQA (Malcolm Baldrige Quality Award) model and the Chronic Care Model. In management ofmedical organizations, the International standards for services perfection are more often used, which use the experience of quality assurance, as well as the international systems and standards: JCI, ISO 9001, IWA1, ISO 15189, ISO 14000, OHSAS 18001. The ISO interstate standards represent the international consensus of world practice in quality management. Nowadays, medical organizations use the following standards: SRPS ISO 9001: 2015, SRPS EN 15224: 2017, SRPS EN ISO 15189: 2014, SRPS EN ISO 13485: 2017, IWA 1: 2005. In the period of globalization of the world economy and healthcare, the best international practices should form the basis for improving domestic health care in medical care quality management.

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Mozambique’s journey toward accreditation of the National Tuberculosis Reference Laboratory

African Journal of Laboratory Medicine ◽

10.4102/ajlm.v6i2.491 ◽

2017 ◽

Vol 6 (2) ◽

Cited By ~ 1

Author(s):

Sofia O. Viegas ◽

Khalide Azam ◽

Carla Madeira ◽

Carmen Aguiar ◽

Carolina Dolores ◽

...

Keyword(s):

Quality Improvement ◽

Quality Management ◽

Quality Management System ◽

Action Plan ◽

Test Reliability ◽

Reference Laboratory ◽

Iso 15189 ◽

Quality Improvement Process ◽

Improvement Process ◽

National Tuberculosis

Background: Internationally-accredited laboratories are recognised for their superior test reliability, operational performance, quality management and competence. In a bid to meet international quality standards, the Mozambique National Institute of Health enrolled the National Tuberculosis Reference Laboratory (NTRL) in a continuous quality improvement process towards ISO 15189 accreditation. Here, we describe the road map taken by the NTRL to achieve international accreditation.Methods: The NTRL adopted the Strengthening Laboratory Management Toward Accreditation (SLMTA) programme as a strategy to implement a quality management system. After SLMTA, the Mozambique National Institute of Health committed to accelerate the NTRL’s process toward accreditation. An action plan was designed to streamline the process. Quality indicators were defined to benchmark progress. Staff were trained to improve performance. Mentorship from an experienced assessor was provided. Fulfilment of accreditation standards was assessed by the Portuguese Accreditation Board.Results: Of the eight laboratories participating in SLMTA, the NTRL was the best-performing laboratory, achieving a 53.6% improvement over the SLMTA baseline conducted in February 2011 to the Stepwise Laboratory Quality Improvement Process Towards Accreditation (SLIPTA) assessment in June 2013. During the accreditation assessment in September 2014, 25 minor nonconformities were identified and addressed. In March 2015, the NTRL received Portuguese Accreditation Board recognition of technical competency for fluorescence smear microscopy, and solid and liquid culture. The NTRL is the first laboratory in Mozambique toachieve ISO 15189 accreditation.Conclusions: From our experience, accreditation was made possible by institutional commitment, strong laboratory leadership, staff motivation, adequate infrastructure and a comprehensive action plan.

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A quality management system according to DIN EN ISO 9001:2000 leads to significant reduction of costs for medical goods and laboratory investigations

The Thoracic and Cardiovascular Surgeon ◽

10.1055/s-2005-862057 ◽

2005 ◽

Vol 53 (S 01) ◽

Author(s):

S Beholz ◽

W Konertz

Keyword(s):

Quality Management ◽

Management System ◽

Quality Management System ◽

Iso 9001 ◽

Laboratory Investigations ◽

Reduction Of Costs

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Quality management systems in Aboriginal Community Controlled Health Services: a review of the literature

BMJ Open Quality ◽

10.1136/bmjoq-2020-001091 ◽

2021 ◽

Vol 10 (3) ◽

pp. e001091

Author(s):

Jenifer Olive Darr ◽

Richard C Franklin ◽

Kristin Emma McBain-Rigg ◽

Sarah Larkins ◽

Yvette Roe ◽

...

Keyword(s):

Quality Improvement ◽

Quality Management ◽

Health Service ◽

First Nations ◽

Quality Management System ◽

Grey Literature ◽

Models Of Care ◽

Clinical Governance ◽

Aboriginal Community ◽

Continuous Quality

BackgroundA national accreditation policy for the Australian primary healthcare (PHC) system was initiated in 2008. While certification standards are mandatory, little is known about their effects on the efficiency and sustainability of organisations, particularly in the Aboriginal Community Controlled Health Service (ACCHS) sector.AimThe literature review aims to answer the following: to what extent does the implementation of the International Organisation for Standardization 9001:2008 quality management system (QMS) facilitate efficiency and sustainability in the ACCHS sector?MethodsThematic analysis of peer-reviewed and grey literature was undertaken from Australia and New Zealand PHC sector with a focus on First Nations people. The databases searched included Medline, Scopus and three Informit sites (AHB-ATSIS, AEI-ATSIS and AGIS-ATSIS). The initial search strategy included quality improvement, continuous quality improvement, efficiency and sustainability.ResultsSixteen included studies were assessed for quality using the McMaster criteria. The studies were ranked against the criteria of credibility, transferability, dependability and confirmability. Three central themes emerged: accreditation (n=4), quality improvement (n=9) and systems strengthening (n=3). The accreditation theme included effects on health service expenditure and clinical outcomes, consistency and validity of accreditation standards and linkages to clinical governance frameworks. The quality improvement theme included audit effectiveness and value for specific population health. The theme of systems strengthening included prerequisite systems and embedded clinical governance measures for innovative models of care.ConclusionThe ACCHS sector warrants reliable evidence to understand the value of QMSs and enhancement tools, particularly given ACCHS (client-centric) services and their specialist status. Limited evidence exists for the value of standards on health system sustainability and efficiency in Australia. Despite a mandatory second certification standard, no studies reported on sustainability and efficiency of a QMS in PHC.

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