Healthcare Customer Satisfaction: More Talk AND More Action Customer satisfaction (Voice of the customer) is a recurrent th...
Friday, May 4, 2012
A Report on our 19th CACMID Quality Seminar.
Over the years I have hosted about 30 seminars or seminar series or workshops, and I will admit that I have be pleased with how about 25 of them have gone.
Yesterday I hosted my 19th seminar with the Canadian Association for Clinical Microbiology and Infectious Diseases conference which is being held here is Vancouver, and in all due respect to all the other sessions, this one ranks NUMBER 1 in terms of Quality of Content, and overall Quality of Speakers. It was the perfect blend of new information, controversy, and future visioning. I have long since stopped worrying about numbers of attendees. The people that came all enjoyed the discussion and information.
The themes covered included Pre-examination issues in laboratory testing, with some particular reference to Microbiology (it is a part of a microbiology conference), reported laboratory errors, with particular reference to breaches in confidentiality and a special focus on Post-examination reporting of laboratory reports.
All the content was excellent and well delivered, but from my personal perspective, the number 1 presentation was the one by Krystyna Hommen on reporting of results directly to patients. Ms. Hommen is the President and CEO of a company in this province that provides the electronic service that transmits over 8 million medical laboratory reports to hospitals, physicians and patients every year. That, by my estimate, would likely make her company the largest purveyor of medical information in this province, but would likely rank her in the top 3 in Canada and I would guess the top 25 in North America.
Starting in 2010 under a program called eHealth, her company started to provide information in a structure that allows patients to access their own medical laboratory information. Now, barely 2 years later, the uptake of people participating is near 220,000. What is stunning about that number is that the total population of British Columbia is about 4 million, of which about probably 2 million would be in the age range of 16-80. That means that over 10 percent of people are taking advantage of the system. Her experience is that the rate of new registrations is near 400 a day which means that by this time next year the people taking advantage of accessing their own information will be near 400,000. Even at that rate, one can extrapolate that within 5 years near 100 percent of the adult population of this province will have direct access.
To put that number in other perspective, BC has about 6000 physicians which means that today personal access overwhelms physician access by near 4:1. By this time next year it will be much closer to 8:1.
What is so important is that people don’t just gather their information; they go back again and again, studying their information. They are becoming better self-informed. As Ms. Hommen points to, as they review their results, they are becoming more engaged in their own health issues. And they are picking up errors such as lost or missing information. So it is fair to say that eHealth is contributing directly to laboratory quality improvement when the report these problems.
It was interesting that the questions from the audience picked up many of the issues that I have mentioned previously on MMLQR. How do people respond to corrected reports? How do people protect their information from others, including those from previous personal relationships? Who has access to information for children? All these were addressed.
Ms. Hommen pointed out that while her company is a leader in this field, several other provinces are coming on board with similar services. Likely by 2020 this will be the way in which laboratory information is transmitted.
This is truly the dawn of a new and exciting era of personal ownership and engagement in personal health. If the laboratory wants to remain a healthy and relevant part of the equation, there is a lot of work to be done. The format and structure of reported information has to improve. The quality and reliability of the information will have to become much, much better. The jargon will have to go and be replaced by new and better informative content. And laboratories are going to have to learn to take a whole lot more responsibility of the quality of their samples, in particular the impacts of collection and transport errors.
As pointed out before, in Canada the route to satisfaction for medical error is suit. In Canada we talk about malpractice suing, but we don’t really do it all that much. As people become more engaged, the level of interest in how errors affect health decisions will become greater and greater. Our patients’ patience will meet its limits. And as a fellow on the television (Kevin O’Leary) says, the result will be that folks will sue laboratories into the Stone Age.
For reference, the presentations are available at www.POLQM.ca