Transcript Document

“Quality Managers’ Group”
Eric Martindale
Quality Manager
Microbiology, Greater Glasgow & Clyde
“Bubonic plague…”
or
“Quality Management …”
Summary of QM career:
Eric Martindale (anag)
Cried at terminal
Trained miracle
Manic lad … RETIRE!
Quality Managers’ Group(s)
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IBMS SQMDG
If time permits:
 Institute of Quality Assurance (Now CQI)
 Directorate QM group
 International contact (S Africa)
Quality Quotes
“Teams achieve things that individuals cannot.
Engage with a team and don’t try to do it on
your own. Never be afraid to ask for help.”
Sir David Brown,
First President of CQI
Scottish Microbiology Group
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Ninewells
 Fife
 Inverclyde
 South Glasgow
 Golden Jubilee
 North Glasgow
 Yorkhill
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Edinburgh Royal
 Aberdeen
 Hairmyres
Microbiology issues
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Anonymised spot tests (Hartlepool) or
Repeat testing (Addenbrooks)
 Quality control (how much?)
 Q-Pulse / Lab Passport
 Audit of waste to destruction
 Diagnostic devices, CE marking (media?)
 Quality management systems & CPA
SQMDG Committee
Eric Martindale (Chair) Glasgow, Micro
Donna Galloway (Sec) Dundee, Multi
Olga Greenan (Treasurer) Kirkcaldy, Micro
Caroline Devlin, Glasgow, Genetics
Lynne Doverty, Aberdeen, Pathology
Bruce Harris, Edinburgh, Multi
Chris Hind, Dundee, Haematology
Neil Fraser, Aberdeen, BTS
Ian Rothnie, Inverness, Biochemistry
Betty Kyle, Monklands, Haematology
Mark Gilmour, Dumfries, Multi
Quality Quotes
"There is no limit to what a man can do or
where he can go if he doesn't mind who gets
the credit"
Robert Winship Woodruff, founder of Coca
Cola
SQMDG Discussion Issues 1
 Document
control (software)
 Customer focus (surveys)
 Audits … how many?
 Controls … how far?
 CPA assessments
SQMDG Discussion issues 2
 Risk
management / register
 Escalation of unresolved NCs
 Plans & Objectives, AMR
 Training, competence, KSF
 Analysis & Improvement
 Difficult people
Quality Quotes
“That quality at the end of the day is a human
commitment”
W E Deming
SQMDG overview
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Meets in May (informal) & November
 Delegate database 80+ (60 – 80 attend)
 IBMS accredited (funding / CPD)
 CPA recognised
 Appears to be “Fit for Purpose”
 GOOGLED!
Lecture Topics e.g.
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Document control
 Incident / Error reporting
 Audit / Audit training
 Agenda for Change (JD for QM)
 QM education
 CPA, PAC, Regional Assessors
 Behaviour
Staff - “Our best asset”
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Annual joint review
 Hassle free workplace (CANDO)
 Seek ideas (Q-Pulse, Initiatives)
 “Open door approach”
 Staff questionnaire (JIS)
 When did you last surprise your staff?
 “Get a raging epidemic of enthusiasm”
Best asset? (IIP)
TRUISM
REALITY
Our best asset
2/3 Are non-engaged
Customer focused
Majority have no
connection
The “Quality Way”

Confrontation
 Independent
 Qualified
 Quotas
 ‘Atmosphere’
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Cooperation
 Interdependent
 Competent
 Satisfied customers
 Relaxed
SQMDG Next event
 Quality:
Luxury or Expectation
 Professional portfolio for the QM
 The Risk revolution
 Litigation – a sign of the times
 Customer surveys – an electronic
approach
Successes?

Standardisation of:
Methods, templates, checklists, schedules.
 Professional recognition
 Network. Training Officers (spin-off)
 Web page: Presentations, reports, book
reviews, questionnaire analyses, events
 Sharing GLP
Clinical audit
Positive B/C results phoned to ward:
Of 118 calls only 72 were recorded in case
notes.
Calls to nursing and medical staff which were
NOT recorded were 61% and 39% resp.
In 12% advice on management was not
followed with no reason or record of the
advice recorded in case notes.
Results forwarded to Risk Management
Quality Quotes
"In God we trust - all others supply
data"
W E Deming
SQMDG Improvement

Better directions to event
 Dietary considerations (gluten free etc)
 Audibility
 Independent equal access
 “Increase the frequency of these events”
 More discussion time!
Quality Quotes
"To be successful, all you have to do is work
half days;
you can either work the first twelve hours or
the second twelve"
SQMDG May

Perth Royal Infirmary Conference Suite
 One guest speaker (hot topic)
 Discipline specific discussion groups
 Lunch
 Discipline specific discussion groups
 Plenary session (for all)
 Committee: Assessment & actions
Referred to CPA
There shall be separate storage … (C4.1)
How separate is separate?
 Must we time & date receipt of samples
(E5.1c)? CPA had suggested auditing.
 Referral labs and CPA status etc (E6.1e). If
lab is CPA accredited can we assume EQA
& turnaround time are acceptable?

SQMDG November
Glasgow (17th Nov)
 Evening meal (previous night)
 Three presentations
 Lunch
 Two presentations
 Plenary session
 Committee: Assessment & actions

SQMDG review

Committee meeting
 How did we do?
 Review questionnaires
 Formulate actions
 Electronic presentations
 IBMS webmaster, Alex Cochrane
Institute of Quality Assurance
(IQA)
Kwik Fit (Tom Farmer)
“Critical friends” (Educationalists)
EQ - The emotional quotient
Customer focus
Leadership (Peter Lederer, Tourist Board)
Motivation for change (Jack Black)
IIP
Quality World (IQA)
What makes a good document?
BSI, LRQA, DNV:
 Readily accessible
 Concise, clear & unambiguous
 Account for competence
 Not set in stone, amend/improve (dynamic)
 Consider flowcharts, hyperlinks
NG Directorate QM Group
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Biochemistry (Vi Gibbons)
Haematology (Graham Walker)
Tissue typing/Immunology (Paul Foley)
BTS (Robert Boyd)
Microbiology (Eric Martindale)
Nursing (John Stuart)
Pathology (Linda Mackinnon)
Risk management (Julie McQueen)
Virology (Ian Howe)
Directorate issues
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Specimen (labelling / transport/ delivery)
User group questionnaire(s)
CPA accreditation
Order Comms (electronic requests)
Clinical Risk Management (error reporting)
Library for JBL (discipline availability)
IT & Q-Pulse (new version)
Waste disposal audit to destruction
User Group Questionnaire
Multi-disciplinary … 2006
 One A4 page questionnaire
 On coloured paper (addressed envelope)
 Scoring system to allow comparison
 Give feedback from previous questionnaire
 Analyse. Learn & improve.
 Report results (good & bad) to all lab staff.
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Quality Quotes
"Blessed is the person who is too busy to
worry in the daytime and too sleepy to
worry at night"
Leo Aikman
S. African experience

23 labs in KwaZulu Natal
 Audited against ISO 15189
Areas of NC:
 Processes and written SOPs at variance
 No evidence of management involvement
 Corrective but not preventive action
 Lacking trend analysis / improvements
Quality Quotes
God, give us the serenity to accept what
cannot be changed;
Give us the courage to change what should be
changed;
Give us the wisdom to distinguish one from
the other.
Reinhold Niebuhr (1892-1971)
American theologian.