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Achieving continuous improvement in laboratory organization through performance measurements: a seven-year experience
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Maria Salinas
Published/Copyright:
November 18, 2009
Abstract
Background: Laboratory performance can be measured using a set of model key performance indicators (KPIs). The design and implementation of KPIs are important issues. KPI results from 7 years are reported and their implementation, monitoring, objectives, interventions, result reporting and delivery are analyzed.
Methods: The KPIs of the entire laboratory process were obtained using Laboratory Information System (LIS) registers. These were collected automatically using a data warehouse application, spreadsheets and external quality program reports. Customer satisfaction was assessed using surveys. Nine model laboratory KPIs were proposed and measured.
Results: The results of some examples of KPIs used in our laboratory are reported. Their corrective measurements or the implementation of objectives led to improvement in the associated KPIs results.
Conclusions: Measurement of laboratory performance using KPIs and a data warehouse application that continuously collects registers and calculates KPIs confirmed the reliability of indicators, indicator acceptability and usability for users, and continuous process improvement.
Clin Chem Lab Med 2010;48:57–61.
Keywords: laboratories; quality assessment; quality indicators; quality of health care; total quality management
Received: 2009-8-19
Accepted: 2009-9-14
Published Online: 2009-11-18
Published in Print: 2010-01-01
©2010 by Walter de Gruyter Berlin New York
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Keywords for this article
laboratories;
quality assessment;
quality indicators;
quality of health care;
total quality management
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