men: the human resource in laboratory
TRANSCRIPT
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Man: The Human Factor in Laboratory
Sachin Kale, MDConsultant Pathologist
& Asso Prof. MGM Medical College,Aurangabad.
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Manpower in Laboratory
House keeping
Receptionist
Phlebotomist
Data entry operators
Pathologist
Supervisors
Technician
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Recognize Priorities: Interview
MoneyUsing your lab as a stepping stoneSomeone might need Stable job and fixed dutyKnowledge levelExperienceHonestyDependability
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Maslow's hierarchy of needs
What needs can lab fulfill?MOTIVATION TO WORK
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Recruitment: Right person for right job
“Square peg in a round hole”
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Job Description
• Some people are able understand their job naturally
• But it is better have it written down and should be signed by staff.
• Also an ISO 15189 requirement
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Induction program
• Observe the senior – 1 week• Help the senior with the work – 1 week• Independently carryout the work under the
guidance of the senior – 1 week• Work independently – 1 week
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Technician: Issues
Course is not standardised
MLT CMLT DMLT?
Postal courses also..
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Qualified but not proficient
EmployTrainRetain
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Dissatisfaction with salary
• Dissatisfaction is not with salary • The dissatisfaction with salary - secondary to
workplace dissatisfaction. • Staff who complain about with salary will still
not leave if they enjoy good work atmosphere.• Key: Great Work Place
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Skills or Lack of it
• Lack of expertise is a system based challenge. • The lab needs to have a system of employing
qualified personnel • Followed by a strong induction program. • Clarity in roles and responsibilities at the time of
induction• This would then allow the employee to be confident
in delivering the responsibilities.
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Attrition
• Linked to both above • Attrition is a way of life. • It is good to have some level of attrition. • However attrition less likely with
adequately motivated and satisfied.
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Noncompliance
• Lack of discipline – • is a personal trait. • This is related to clear expression of value
systems existing in the lab and management. • The values that the lab holds should be clearly
communicated to staff. • When this is done, the compliance to activities
including discipline is much higher.
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(Mis)Behaving with patients
•Getting into arguments with patients at reception
•Phlebotomy person collecting sample from hospital
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Does the size matter?Small Lab Issues
• The lab size should not be a limitation. • Every staff when adequately convinced about the
reason for a certain activity would follow protocols.
• Staff generally become complacent when they are not aware of the reasons for doing certain activities or are forced to do it without being given clear reasons.
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People can be pulled not pushed
Leadership lessons from MS Dhoni
•Lead by example•Back your players•Calmness•Less me and more us
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Primum non nocere: First do no harm
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From: www.hse.gov.uk
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Error analysis
• House keeping person regularly cutting corners
• (Routine violation)• Not properly allowing the control thaw• (Situational violation) • Histopath samples received without formalin• Tissue culture received in formalin
(Knowledge based for new, Lapse for experienced)
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Error analysis
• Untrained person operating the machine• (Situational violation, Insufficient staff)• Using HIV buffer between different lots • (Rule based error)• Failing to collect all the tubes when battery of
tests is advised. • (Lapse)
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Error analysis
• Cholesterol typed 108 instead of 188• (Slip)• Transcription errors: Interfacing equipment
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Management wisdom from Eastfor Lab Managers
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Kaizen: Plan-Do-Check-Action cycle
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5 -Why Analysis
• The patient's diagnosis of skin cancer was considerably delayed. Why?
• The excision biopsy report was not seen by the surgeon. Why?
• The report was filed in the patient's notes without being seen by the surgeon. Why?
• It was the receptionist job to do the filing. Why?
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5 -Why Analysis
• The junior doctors were busy with other tasks
• The root cause - that the doctors' other tasks were seen as more important than filing.
• Solution: Change the system. • Send a copy of all biopsy reports to the
consultant surgeon and no reports to be filed unless they have been signed by a doctor.
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• “Human resources are like natural resources; they're often buried deep. You have to dig Hard to find them.”
• You can hire people with money, but to make them work for you, you have to win their hearts