Laboratory Excellence: The GML Quality Program
Geisinger Medical Laboratories utilizes a three-pronged approach to improving the quality of laboratory testing and services. Led by the Service Improvement Team, a comprehensive program is designed to monitor and evaluate the ongoing and overall quality of the total testing/service process (preanalytic, analytic, and postanalytic).
1. Quality Assurance
The first component of the GML Quality Program is traditional quality assurance. The responsibility for quality assurance rests on the entire Laboratory staff and their active participation is vital to a successful program for improving the quality of patient care. Various quality indicators and thresholds are established annually, and these are monitored monthly.
2. Service Improvement
The second part of the GML Quality Program is service improvement. The goal of service improvement is to minimize errors through process improvement. The Service Improvement Plan is divided into two parts. One monitors the performance of the clinical laboratory; the other, anatomic pathology. Monthly monitoring is key. Process problems are tracked and monitored on a monthly basis, along with a monthly report of ongoing activities being used to reduce them.
3. Performance Improvement Plans
A Performance Improvement Plan (PIP) is initiated when a continuing problem is identified through service improvement indicators, quality assurance indicators not meeting threshold, or from concerns submitted at Service Excellence morning reports. Performance improvement plans are an essential part of the Quality Program. Teams are brought together to focus on an outlier, error or problem, analyze and troubleshoot the problem, take appropriate action, conduct outcome studies and follow-up activities to sustain the improvement. Changes in training, work processes and technology are ways utilized to improve a process.
