Tag Archives: complaints

“We’ll see what we can do…”

You might be familiar with the following phone calls to the microbiology laboratory:

  • “I know you only have 0.1ml of CSF left at the lab. Can you still do a viral CSF panel for me?”
  • “Although (I swear) the blood culture was from Mr X, the bottles were accidentally labelled as Mrs Y. Can you still process it?”
  • “The patient is currently on erythromycin for a chest infection. Please can you test the E. coli in the patient’s urine against this antibiotic?”
  • “Regarding that stool sample that we sent to the laboratory five days ago. Can we now check it for C. difficile toxin?”
  • “My patient has a mixed growth in her urine. Can you check to see if everything that you have grown is susceptible to augmentin?”
  • “Sorry I sent the B. pertussis PCR swab in the wrong transport media. Would you process it nevertheless?”

We’ll see what we can do….

We often get requests to do something in the laboratory which is either simply inappropriate or has a good chance of producing a sub-optimal result. This might be because of inadequate sample volume, transport delays, labelling errors, wrong sample type, etc. etc.  Because we want to be nice, because we want to keep everybody happy, we often pander to such requests. However by doing so we compromise the quality standards in the laboratory, with potential harm to that all important end user, the patient.

And we also set a precedent for further such requests…

The staff working in the microbiology laboratory are the key gatekeepers of a high quality service. If a sample or test is unacceptable for whatever reason, they should have the authority to reject/refuse it, and this authority should be backed up to the hilt by lab managers and pathologists.

It is only by doing this consistently that high quality standards become the norm within the department. And what’s more, laboratory users soon learn that future requests of a similar nature will be futile. With time, laboratory users will increasingly understand why you take this approach.

So instead of saying “We’ll see what we can do,” we should be replying “Sorry we are unable to do this.” to such requests.

Occasionally this might provoke a grumble or even a complaint. I have had my fair share!, but trust me, such complaints are completely ungrounded and never go very far. If you don’t receive the odd “complaint” from time to time, you probably aren’t doing your job properly.

When it comes to test quality, ensure your microbiology laboratory is both strict and consistent in its messages, and the respect will come…

Michael

 

“Storing up your compliments”

compliment-day-fun

For accreditation purposes, we are required to keep records of all the complaints we receive into the microbiology laboratory, but not the compliments…

Every so often, someone will give you, or the laboratory, a pat on the back for a piece of good work you have done. This compliment can of course be verbal, by email or by letter.

I would advise you to store the compliments for a rainy/stormy day…

Not only does it balance out the complaints, but I think it is actually very important.

If you are innovating, making changes, and pushing the boundaries of the laboratory practice of microbiology, you can be sure someone will have a real go at you at some point in time. It is completely inevitable. That is when it is nice to have a ‘compliment box’, to objectively demonstrate that not everyone has the same opinion of you/your laboratory as your complainant.

So sitting beside my “Complaints” folder in Microsoft Outlook, I also have a “Compliments” folder, ready to be dug into whenever it is required. Admittedly my Compliments folder is not as big as my Complaints folder! Actually I don’t mind this at all. If the compliments I received were more numerous than the complaints, I would be worried that I was not being innovative enough and simply concerned with trying to keep everybody happy…

Michael