“Operating a QMS and Lean Side by Side: How Our Lab … has LH1500 automation line with Remisol...
Transcript of “Operating a QMS and Lean Side by Side: How Our Lab … has LH1500 automation line with Remisol...
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“Operating a QMS and Lean Side‐by‐Side:
How Our Lab Collaborates to Reduce Errors, Slash TAT, and Boost Specimen Integrity”
November 7th,2012
Pat Burton, Quality Co‐ordinator
William Osler Health System
Brampton, Ontario, Canada
OUR FACILITIES
Brampton Civic Hospital Etobicoke General Hospital
Peel Memorial Centre for Integrated
Health and Wellness(redevelopment)
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ABOUT WILLIAM OSLER HEALTH SYSTEM
• 830 bed tertiary care centre
• One of Canada's largest community hospital corporations serving the growing and diverse communities of Brampton, Etobicoke and surrounding areas in the Greater Toronto Area (GTA)
• Osler's emergency departments are among the busiest in the province with > 200,000 visits annually
• Labour and delivery program is one of the largest in the GTA with > 8000 births annually
• Transforms health care for the 1.3 million residents of Central West Ontario
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LABORATORY AT OSLER
• Accredited to ISO15189• App roximatley 4 million tests performed annually• Front line automation
Chemistry has power processor with Command Central DL 2000 Datalink linked to DxC/DxI analyzersHematology has LH1500 automation line with Remisol Advance software linked to 2‐LH 780 analyzers and 2 ACL TOP analyzers
• Histology processes ≥ 36,000 cases per year• Average of 1,070 units PC transfused per month• Microbiology Laboratory is an “expert” lab with QMPLS (Quality Management Program
Laboratory Services) High incidence of multi‐resistant organisms Isolated the first CPE Carbapenemase –Producing Enterobacteriacae organism in Ontario‐ CPE gene detected was New Delhi Metallo Beta‐lactamase (NDM‐1)
• Representatives on Ontario Laboratory Accreditation Advisory Panel, Cytology and Microbiology Technical Committees
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QUALILTY & PATIENT SAFETY AT OSLER
Quality can be defined as the ability of the laboratory to consistently meet or exceed the
needs and expectations of their customers.
Medical laboratory activity is directly linked to patient safety and the impacts of medical error. Incorrect laboratory results may lead to a wrong diagnosis or treatment error.
Service quality includes:•Reliability of testing•Availability•Relevance•Timeliness
Patient Safety in the lab is:•Freedom from non conformance in the delivery of lab service•Establishment of operational systems (QMS) and processes (Lean) that minimize the likelihood of error and maximize the likelihood of detecting them when they do occur
•An inseparable part of a QMS
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OUR QUALITY JOURNEY
ONTARIO LABORATORY ACCREDITATION• Quality Co‐ordinator appointment• Development of QMS• Quality Manual Development• Document Management Software• Performance Metric Program to
measure success and failures• Staff Training on QMS and how it is
applied to their daily work
2004
INTERNAL AUDITMANAGEMENT REVIEW
•PDCA Cycle to correct non conformities
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2009
INTRODUCTION OF LEAN TO SUPPORT QMS JOURNEY OF CONTINUAL IMPROVEMENT•Value Stream Mapping•FMEA
2010
ISO15189 ACCREDITATION
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CHALLENGES‐ RISING WORKLOAD
Discipline 2010/2011 2011/2012 % Increase
Clinical Chemistry 2,716,000 2,891,368 9.6
Hematology 451,990 490,953 11.2
Transfusion Medicine 59,745 67,763 16.9
Microbiology 75,662 88,538 17.0
Pathology 143,754 153,448 6.7
Cytology 7,630 8,493 11.3
Flow Cytometry 14,559 20,664 41.97
LIVING OUR MISSION
Doing the right test
For the right patient
First time
On time, Everytime!!!
First Pass Yield•Monitoring of corrected reports•Monitoring Patient Identification Errors•Specimen Rejection Rates
Delivery•Monitoring of Turnaround Times•Delays
•Monitoring Correct Patient Identification Errors
•Monitoring Accuracy of Test Ordering
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LAB QUALITY IMPROVEMENT PROGRAMQuality Plan
Performance Metrics
Occurrence Reporting
Proficiency TestingExternal Quality Assessment
Preventive and Corrective Actions
Client Satisfaction
Evaluatio
nActio
n Plan
sMan
agement R
eview
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QMS “THE BIG PICTURE”
Quality Management System
Lean
By combining QMS and Lean practices, the Laboratory strives to obtain the best possible outcomes for our patients
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PROCESS IMPROVEMENT TOOLKIT
QUALITY MANAGEMENT SYSTEM
LEAN
Internal Audit
Management Review
Performance MetricsMaking results transparent to the entire organization
(Scorecard)
FMEAFailure Modes Effects Analysis
Value Stream Mapping
P‐D‐C‐APlan Do Check Act
Visual Management and Problem Solving at the frontline
Staff Engagement
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INTERNAL AUDIT‐PDCA(Measure and Evaluate QMS to Promote Continual Improvement)
PLAN
Perform on an annual basis to ensure lab continues to comply with policies of the QMS
Assemble audit team, select team leader
Assign team roles
Define audit objectives, scope, criteria
Prepare checklists for all disciplines including Safety, LIS and POCT
Plan opening meeting
Changes affecting the QMS
DO
Conduct the audit
Review all relevant policies, processes and procedures
Interview staff to determine knowledge of policies, processes and procedures
CHECK
Perform root cause analysis for all non conformities
Formulate effective corrective and/or preventive actions
ACT
Submit to management for review
Identify deficiencies and opportunities for improvement from the audit
Verify effectiveness and sustainability of corrective actions through follow up audits
Retain records
Communicate results to staff
INTERNAL AUDIT USING THE PDCA
CYCLE
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MANAGEMENT REVIEWA REQUIREMENT OF ISO15189
Formal meeting of the Lab Management to review the status and effectiveness of the (QMS) for purposes of service improvement
Allows the laboratory to utilize current data being collected (Inputs) to:
• Ensure the lab is achieving expected goals and meeting customer requirements and expectations
• Ensure compliance with regulatory and accreditation requirements
• Discover what is working/what is not working
• Assess opportunities for improvement and the need for changes to the QMS
• Identify strategic initiatives and course corrections
• Determine resource requirements
• Generate a list of action plans for improvement from the review (Outputs)
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MANAGEMENT REVIEW
PLAN
Perform annual review of the QMS
Prepare Annual Quality Report
Documents distributed prior to review (Inputs)
.Status of previous review action plan
.Progress towards goals and objectives
.Service Excellence‐ Client Satisfaction
.Workload/Utilization
.Corrected reports
.Laboratory Scorecards
Changes affecting the QMS
DOReview of inputs collated
Conduct the management review meeting
Identify areas where actions are required
CHECKDecisions made and recorded
Action plan developed (Outputs)
Assign responsibility and timelines for completion
Describe the mechanism to monitor the effectiveness of action plans resulting from the management review.
ACTImplement corrective actions
Follow up actions taken and monitored
Follow up audit to confirm corrective actions were effective and sustainable
Retain records
Communication of results to staff
MANAGEMENT REVIEW USING THE
PDCA CYCLE
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PERFORMANCE METRICSBUSINESS INTELLIGENCE SCORECARD
Laboratory scorecard aligns with corporate strategic planning to monitor an measure success in 4 key areas relating to lab service
Effectiveness
Service Excellence
Patient Safety
Access
Scorecard is a:
Measurement tool
Strategic Management tool
Communication tool
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LABORATORY SCORECARD
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CRITICAL RESULTS COMMUNICATION
Comments: Patient Safety/Lean Initiative
•LAB critical values did not reflect best practice
•Review and implementation new critical values which represent best care for our patients
•Average % decrease in critical calls 54%
•Average reduction in labour is 130 hours/month
BCH EGH
Pre Process Redesign 2893 2080
Post Process Redesign 1380 910
% decrease 52% 56%
52%56%
0%
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100%
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% decrease
# of critical calls
Critical Results Communication Process Redesign
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TAT PROCESS IMPROVEMENTFront line automation has removed many non value added steps in the processing of Chemistry and Hematology specimens
Sorting tubes to work areas
Sample level/integrity checking
Placing in/removing from centrifuge
Decapping, manual loading on analyzer
Recapping and storage of specimens
Moving samples between analyzers
Retrieval of specimens for repeat/add on testing
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TROPONIN TAT‐ BCH ED
Comments:• Troponin workload increasing 2,500/month in Apr/10 to 3,500/month in Mar/12 (30%)• TAT for Troponin has decreased from 60 min (Apr/10) to 54 min (Mar/12)• Chemistry FTE is unchanged from Apr/10 to Mar/12
Apr‐10
May Jun Jul Aug Sep Oct Nov Dec Jan Feb MarApr‐11
May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
# of tests 2900 2914 2831 2740 2821 2692 2926 2773 2886 2897 2810 2942 3147 3136 3016 3062 3102 3009 3049 3030 3187 3225 3282 3508
FTE 17.1 16.4 15.2 16.2 14.8 16.3 17 17.2 16.2 16.1 16.4 16 16.7 17.3 16.2 16.9 16.8 16.9 17.1 16.2 16.4 17.2 17.1 15.9
TAT Min Recd to Verified 56 55 57 53 62 51 59 61 56 49 57 68 55 51 49 50 48 49 47 44 50 48 47 52
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FTE an
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inutes Received to Verified
# of tests
Automation Efficiencies‐ BCH Troponin April 2010 to March 2012
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POTASSIUM TAT‐ BCH ED
Comments:• Potassium workload increasing 10,600/month in Apr/10 to 14,500/month in Mar/12 (37%)• TAT for K has decreased from 36min (Apr/10) to 28min (Mar/12)• Chemistry FTE is unchanged from Apr/10 to Mar/12
Apr‐10
May June July Aug Sept Oct Nov Dec Jan Feb MarApr‐11
May June July Aug Sept Oct Nov Dec Jan Feb Mar
# of tests 105761063510445106221065811153117731168711697121641172013058124961318412110122571264112318129461288013081139521314414494
FTE 17.1 16.4 15.2 16.2 14.8 16.3 17 17.2 16.2 16.1 16.4 16 16.7 17.3 16.2 16.9 16.8 16.9 17.1 16.2 16.4 17.2 17.1 15.9
TAT Min Recd to Verified 35 36 36 37 36 33 43 33 32 33 31 40 32 34 36 32 37 33 32 30 33 33 30 29
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FTE an
d TAT Minutes Received to Verified
# of tests
Automation Efficiencies BCH ED‐ Potassium April 2010 to March 2012
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INR/APTT TAT‐ BCH ED
Comments:• Coagulation workload increasing 4,900/month in Apr/10 to 6,400/month in Mar/12 (24%)• TAT for Coagulation has remained constant as workload increases• Chemistry FTE is unchanged from Apr/10 to Mar/12
Apr‐10
May Jun July Aug Sep Oct Nov Dec Jan Feb MarApr‐11
May Jun July Aug Sep Oct Nov Dec Jan Feb Mar
# of tests 4872 4885 4936 4894 5068 4696 5253 5354 5317 5720 5218 5676 5499 6079 5737 5666 5824 6019 6098 6152 6002 6394 6230 6460
FTE 14.2 14 13.7 13.6 14 14 14.3 14.5 13.7 14.6 14.5 14.3 14.9 14.4 14.5 15.2 15.3 14.4 15.2 14.6 14.4 14.9 15.4 14.2
TAT Min Recd to Verified 29 27 27 28 29 27 28 27 25 27 27 27 27 26 27 26 27 27 27 26 27 25 26 27
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FTE an
d TAT M
inutes Received to Verified
# of tests
Automation Efficiencies‐ BCH ED INR April 2010 to March 2012
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BLOOD CULTURE CONTAMINATION
Comments:• % of positive Blood Cultures identified as contaminants (target is ≤ 3%)• Lab evaluation and clinical intervention with BC contamination consumes substantial health care
resources. Clinicians rely on BC results to diagnose and monitor febrile patients. • Quality Gap– False + BC lead to unnecessary repeated tests, as well as unnecessary drug use
(Antibiotic resistance) with potential harm to the patient and significant downstream patient care costs
• Evidence Base ‐ False + BC are costly as they are associated with an increased hospital length of stay, diagnostic testing and increased antibiotic use leading to potential resistance.
• Continue to monitor to ensure sustainability
2008/2009 Q1
Q2 Q3 Q42009/2010 Q1
Q2 Q3 Q42011/2012 Q1
Q2 Q3 Q42012/2013 Q1
Q2
Blood Culture Contamination 4.1% 5.1% 4.0% 3.2% 1.4% 1.9% 1.8% 1.2% 1.5% 1.7% 1.5% 3.4% 1.6% 1.7%
Target 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0% 3.0%
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
% contamination
Osler Blood Culture Contamination Rate
Educational sessions for all Nursing staff on correct blood culture collection
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PATHOLOGY TURNAROUND TIME
Comments:• Timely reporting of Pathology specimens is important for diagnosis and treatment of our patients• Target is 80% reported within 96 hours of receipt
Dec‐11 Jan Feb Mar Apr May June July Aug Sept
Pathologist Average 63% 68% 64% 63% 77% 70% 76% 80% 81% 87%
Target 80% 80% 80% 80% 80% 80% 80% 80% 80% 80%
40%
50%
60%
70%
80%
90%
100%
% within 96 hours
Pathology Turnaround Time‐ Diagnostic Specimens
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MALARIA TURNAROUND TIME
Comments:
• Laboratory not meeting OLA requirement that malaria is reported ≤ 60 min of collection
• Identified as non conformance through internal audit process
• High incidence of positive malaria in region, high frequency of Plasmodium falciparum
• Redesign of process, introduction of rapid screening along with screening of Wright Giemsa stained slide
Apr‐11
May Jun Jul Aug Sep Oct Nov Dec Jan Feb MarApr‐12
May Jun Jul Aug Sep
Min to 90th percentile 82 80 84 79 82 85 81 70 67 56 50 58 50 53 53 54 54 62
Target 60 60 60 60 60 60 60 60 60 60 60 60 60 60 60 60 60 60
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Minutes to 90th percentile
90th percentile Malaria Turnaround Time
Malaria process redesign Nov 11
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5min
10min
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35min
40min
45min
50min
55min
60min
65min
70min
> 75min
# of tests verified 1 0 0 0 1 5 178 461 381 222 105 74 28 28 27
Cummulative % Tests 0% 0% 0% 0% 0% 0% 12% 43% 68% 83% 90% 95% 96% 98% 100%
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# Tests Verified
BCH ED TAT Troponin (Received to Verified) Sept 12
95% Tests Complete at Target 60 min
90th percentile is 55 min
To Clinical programs To Staff
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NEONATAL BILIRUBIN REJECTION
Apr,11 May June July Aug Sept Oct Nov Dec Jan,12 Feb Mar Apr May June
Hemolyzed Specimens 9.1% 7.8% 8.1% 15.4% 12.3% 7.0% 6.4% 6.4% 6.2% 5.4% 5.9% 4.7% 6.1% 3.9% 5.0%
0.0%
2.0%
4.0%
6.0%
8.0%
10.0%
12.0%
14.0%
16.0%
18.0%
% rejection
Neonatal Bilirubin‐ Rejection due to 4+ Hemolysis
Comments:• High # of neonatal billirubin’s rejected due to hemolysis• Performance metrics sent to Women and Children’s program on a monthly basis• Education on correct procedure for collecting specimens• Metric reported on the Business Intelligence scorecard on a monthly basis• Ongoing monitoring, reporting and education on collection of capillary specimens
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BLOOD PRODUCT UTILIZATION
Comments:• BCH transfuses approximately 750 units of packed cells per month• Outdated units for 2011/2011= 0
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POINT OF CARE
Jan‐12
Feb Mar April May June July Aug Sept Oct Nov DecJan‐13
Feb Mar
Total Tests 31098 32336 39067 36951 37383 33917 37141 36572
Sample Application Errors 7.80% 9.40% 8.60% 7.20% 7.01% 7.26% 7.29% 6.75%
Failed QC 10.7% 10.7% 10.8% 11.8% 10.2% 9.7% 9.0% 8.6%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
20000
25000
30000
35000
40000
45000
Sample Application Errors/Failed QC
Total Tests
POCT‐ Nova Strip Glucose Meter Performance Metrics
Comments:• Nova Strip Glucose meters implemented in Jan, 2012• Performance metrics sent Clinical Managers on a monthly basis• Workload increasing (15%)• Non conformance decreasing for failed QC, sample application errors including patient ID errors 30
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ENGAGING STAFF IN QUALITY AND PATIENT SAFETY
Staff engagement in QMS and Lean Initiatives is essential for their success
• Monthly Performance Huddles
Review of performance metrics in specific area (TAT, Corrected Reports, Scorecards)
Review of Process Improvement Initiatives in area
• Staff Participation in Internal Audit process
• Staff Patient Safety Council
Improve the culture of patient safety in the laboratory
Coach and mentor laboratory staff as patient safety leaders.
Empower staff to identify and aid in the resolution of a wide
range of patient safety concerns through a diverse patient safety
council
• LIPS (Laboratory Initiatives in Patient Safety Newsletter)
Developed by frontline staff on a semi‐annual basis to
communicate patient safety successes and initiatives
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INTERNAL AUDIT TEAMSFront line staff are included on audit teams to enhance knowledge of quality management
and auditing practices
Extrememlyknowledgeable
Somewhatknowledgeable
Limitedknowledge
No knowledge
Prior to Internal Audit 7% 60% 33% 0%
After competion of Internal Audit 28% 72% 0% 0%
7%
60%
33%
0%
72%
0%
20%
40%
60%
80%
100%Staff Knowledge of OLA Requirements
Prior to Internal Audit After competion of Internal Audit
Extrememly knowledgeable 0% 34%
Somewhat knowledgeable 47% 66%
Limited knowledge 46% 0%
No knowledge 7% 0%
0%
34%
47%
66%
46%
0%0%
20%
40%
60%
80%Staff Knowledge of Internal Audit Process
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INITIATIVES
FMEA in Histology:
Real Time Pending List
LEAN OR Project:
Microbiology Inventory Lean Project:
FMEA in
Histology
LEAN‐ OR Specimens
Microbiology Inventory
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Real time Pending List
REAL TIME PENDING LIST
Comments: Patient Safety/Lean Initiative
•Pending Laboratory results display in “Real Time” from LIS for Chemistry and Hematology
•QMS performance tracking indicated a high # of missed/delayed testing (e.g. missed add on testing, specimen left in centrifuge, testing filed but not verified, specimen lost/dropped on automation line)
•TAT misadventures significantly decreased, ensures testing is completed for all specimens
•Avoid pulling manual pending specimen logs‐ savings of 3‐4 hours of MLT labour per day 34
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FMEA is a team‐based systematic and proactive approach for identifying:
• ways that a process or design can fail,
• why it might fail, and
• how it can be made safer
FMEA is a tool used to evaluate potential failures and their causes.
• It provides methodology for documenting this analysis for future and continuous quality improvement
“FMEA presents the opportunity, but does not solve the problem”
FMEA IN HISTOLOGY
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FAILURE MODES EFFECTS ANALYSIS(FMEA)
F: Failure ‐ breaking of a process, lack of success, non‐performance, or non‐occurrence
M: Mode ‐ The term “failure mode” mean the manner in which something might fail.
E: Effects ‐ In the context of FMEA, effects are the direct, indirect, short‐term, or long‐term effects of a failure on the operation, function, or status of a process step.
A: Analysis ‐ the detailed examination of a process, FMEA teams analyze a system to determine the potential failure modes, their effects, and the severity of those
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FMEA OVERVIEW‐ PROCESSING OF PATHOLOGY SPECIMENS
Purpose:
• Evaluate and measure processes which have a high risk of causing harm to patients, focus actions where they will achieve the greatest benefit
• Determine where to implement improvement actions by evaluating and
re‐designing the existing processes from specimen receipt to specimen report
• Encourage corrective actions before an adverse event occurs (preventive action)
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WHY DO SPECIMEN ‘MIX‐UPS’ OCCUR IN HISTOLOGY?
Redundant manual labelling of cassettes, blocks and slides
Manual controls and specimen ID verification
Manual logging and reporting of QA/QC issues
? Manual Histology Processes Multiply the Risk of Patient Identification Errors
Manual logging of specimens on embedding logs 38
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FMEA PROCESS
• Used team approach‐ included staff who are knowledgeable regarding current processes and where failures occur‐ team based solutions (MLTs, MLAs, Pathologist Assistants, Pathologists
• Diagramed the processes to be analyzed through process maps using the current process and knowledge of the team
• Brainstormed potential failure modes of each step in the process and determined their effects
• Identified the cause(s) and effects of potential failure modes
• Determined if each failure mode was a single point weakness (a step so critical that it’s failure will result in a system failure or an adverse event)
• Determined if there was effective control for each single point weakness (refers to a backup if the failure was to occur)
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FMEA PROCESS
• If there was not effective control on the single point weakness, the criticality score was calculated (indicates the potential impact of the failure on the patient if it were to occur)
• Calculated criticality score using ISMP criteria‐ severity x frequency x detectability
• Met with frontline staff to determine actions to be taken to reduce errors and improve process
• Present FMEA process, results and recommendations to Lab Management
• Stressed the importance of error detection, reporting and management in the process to determine where the errors are occurring and to monitor the effectiveness and sustainability of corrective actions implemented
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FMEA IN SURGICAL PATHOLOGY
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WHAT THE FMEA SHOWED US
Our process is very vulnerable and prone to error
Our current processes were not designed to handle our present day workload
The cause of most of our non conformity is a result of process breakdowns, not people breakdown
So…..
Human error is a symptom of broader issues within a faulty system
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NEXT STEPS
• Developed a “Make a Case” for implementation of specimen bar‐coding in Pathology‐highlighted risk issues
• Received approval for purchase of specimen bar‐coding software due to identified patient safety risks
• In the process of multiple site visits to facilities who are using specimen bar‐coding systems who also use our LIS
Redesign the processes to address the potential failure modes to Prevent or eliminate errors
Make errors more visible before they reach the patient
Mitigate harm to the patient
Monitor effectiveness and sustainability of corrective actions through ongoing error detection, reporting and management
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Current Lean ProjectLAB/OR
Collaborative effort to improve the ordering and
collection of critical specimens from the
OR
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LEAN PROJECT‐ OR SPECIMENSGoals Objectives/Deliverables Performance Measures
Identify the current OR process
Value Stream Mapping Map identifies all processes occurring in the BCH OR
Identify where issues/errors and opportunities occur
Gap Analysis/Root Cause Analysis
Successfully identify areas of misunderstanding/issues
Conduct a survey to evaluate the satisfaction with the revised process with
the Lab are
Develop an improved Irretrievable Lab Specimen
Process
Updated process that is easily followed, visual is piloted
Staff understands process. New process is followed 100% of time
Monitor % of time the new process being followed
Updated process is extended to EGH OR, Endoscopy and DI
Reduce the number of :Mislabelled specimens (Incorrect patient
ID)Unlabelled specimens(no patient ID)
/
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PEOPLE & ORGANIZATION CHANGE IMPACTSDescription of Impact Impact Management Strategies
Updated specimen collection process to be learned. Impacting: physicians, educator, nurses, attendants, porters.
Education, visuals, meetings, emails, posters with all impacted staff as required
Updated specimen collection process impacting areas of Lab receiving specimens. Improved work flow, improved analysis outcomes
Education, visuals, meetings, emails, posters with staff.
Updated process may lead to changes in role for porter Work with Carillion to implement new/changed tasks
and frequency of tasks. Train porters.
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LEAN PROJECT IN MICROBIOLOGYINVENTORY MANAGEMENT
Business Need or Opportunity
• Testing volume in Microbiology is growing and the ability to secure additional resources in constrained
• Based on anecdotal findings, inventory management has not been optimized.• Improving inventory management will allow redeployment of existing resources to
processes directly related to diagnostic testing.• Regulatory (Ontario Laboratory Accreditation, WHMIS, other) that mandate specific
elements to be included in an inventory system, however they do not actually engenderprocess improvement.
• Process review and redesign using LEAN principles will facilitate resource utilization• Recurrent non conformance with internal audit process
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LEAN PROJECT IN MICROBIOLOGY• Microbiology manages an inventory of media and reagents to perform diagnostic testing
• Historic methods, not optimized for management with potential for excess processing
Goal
Define and implement an enhanced inventory management system that minimizes the following categories of waste:
Waste Examples
Excessive Processing Excessive handling of media and reagents
Excessive motion Suboptimal layout/storage of inventory
Overproduction Excessive labelling/relabeling
Excessive/Depleted inventory levels Ordering practices
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IN SUMMARY
What we have discovered
“Success fosters new ideas”
Once we find new, effective ways of doing things, we incorporate them into our Quality Management System
ISO15189 was the foundation, we then built the house.
“Quality is everyone’s business”
We all contribute to the success of our QMS, we allcontribute to making it better.
QUESTIONS
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