Two minutes of monthly monitoring can ensure quality laboratory service every day of the year

Abstract

Objective: The aim of this study was to show how opportunities for improving laboratory performance can be identified by monitoring indicators. The testing process was also monitored using indicators to evaluate the impact of improvement measures on laboratory service and customer satisfaction. Methods: The process, which began with the delivery of samples to the laboratory and ended with a laboratory report, was evaluated over an 80-month study. The laboratory process was monitored before and after improvement measures were introduced using a series of indicators as transport, timely verified blood glucose requests, workload, and customer satisfaction indicators. Three improvement measures were implemented: redesign of the courier route, incorporation of automated sample distribution technology, and hiring another courier. Results: All of the improvement measures implemented led to a favorable evolution of the evaluated indicator. Conclusions: The use of simple strategies improved the efficacy of this laboratory's testing process and customer satisfaction.