Achieving continuous improvement in laboratory organization through performance measurements: a seven-year experience.
BACKGROUND
Laboratory performance can be measured using a set of model key performance indicators (KPIs). The design and implementation of KPIs are important issues. KPI results from 7 years are reported and their implementation, monitoring, objectives, interventions, result reporting and delivery are analyzed.


METHODS
The KPIs of the entire laboratory process were obtained using Laboratory Information System (LIS) registers. These were collected automatically using a data warehouse application, spreadsheets and external quality program reports. Customer satisfaction was assessed using surveys. Nine model laboratory KPIs were proposed and measured.


RESULTS
The results of some examples of KPIs used in our laboratory are reported. Their corrective measurements or the implementation of objectives led to improvement in the associated KPIs results.


CONCLUSIONS
Measurement of laboratory performance using KPIs and a data warehouse application that continuously collects registers and calculates KPIs confirmed the reliability of indicators, indicator acceptability and usability for users, and continuous process improvement.
Salinas
Maria
M
Department of Clinical Laboratory, University Hospital of San Juan, Alicante, Spain.
López-Garrigós
Maite
M
Gutiérrez
Mercedes
M
Lugo
Javier
J
Sirvent
Jose Vicente
JV
Uris
Joaquin
J
D019411:Clinical Laboratory Techniques / Q000592:standards*; D006801:Humans; D007755:Laboratories, Hospital / Q000592:standards*; D019984:Quality Indicators, Health Care