Innovative strategy for effective critical laboratory result management: end-to-end process using automation and manual call centre

BMJ Quality & Safety
Lian Kah TiJames W L Yip

Abstract

Timely reporting and acknowledgement are crucial steps in critical laboratory results (CLR) management. The authors previously showed that an automated pathway incorporating short messaging system (SMS) texts, auto-escalation, and manual telephone back-up improved the rate and speed of physician acknowledgement compared with manual telephone calling alone. This study investigated if it also improved the rate and speed of physician intervention to CLR and whether utilising the manual back-up affected intervention rates. Data from seven audits between November 2007 and January 2011 were analysed. These audits were carried out to assess the robustness of CLR reporting process in the authors' institution. Comparisons were made in the rate and speed of acknowledgement and intervention between the audits performed before and after automation. Using the automation audits, the authors compared intervention data between communication with SMS only and when manual intervention was required. 1680 CLR were reported during the audit periods. Automation improved the rate (100% vs 84.2%; p<0.001) and speed (median 12 min vs 23 min; p<0.001) of CLR acknowledgement. It also improved the rate (93.7% vs 84.0%, p<0.001) and speed (median 21 min vs...Continue Reading

Citations

Aug 15, 2013·Journal of Digital Imaging·Bruce I Reiner
Dec 1, 2014·Diagnosis·Daniel R MurphyLeonard Berlin
Mar 22, 2020·Journal of Clinical Pathology·Shaun S TanSunil Sethi

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