Kate is the director of the laboratory at Smithville Hospital. The CEO announces that the hospital will be initiating qu
Posted: Mon Jun 06, 2022 6:31 am
Kate is the director of the laboratory at Smithville Hospital.
The CEO announces that the hospital will be initiating quality
management training for all managers next week. “Another
interruption,” Kate murmurs to herself, ”I could be getting some
work done!” An employee enters her office stating “I’ve got Dr.
Jones on the line, mad as a hatter. He says no one ever told him
that we don’t process the PKU test in-house. He wanted the results
today so he could plan treatment, but they won’t be back from Quest
until Friday.” Kate shrugs “Did he ever ask? Can I read his mind?”
The employee leaves quickly. Kate then goes to lunch; in the
cafeteria she’s joined by a lab supervisor who says “Boss I’m not
too sure the tests for influenza are picking up all positives. The
units are complaining that they have symptomatic patients who our
results indicate are negative.” “How often is it happening?” Kate
asks. “Once or twice a hundred tests, I’d say.” “That’s fine” Kate
replies, “they can’t ask for better than that.” When she gets back
to the lab she finds Tom mopping up blood from a leaking
transfusion bag. “Why don’t you have on your gloves and glasses?”
she asks. Tom replies without looking up “Since we switched to the
cheaper ones you picked the gloves split all the time and the new,
less expensive goggles don’t fit us. So what’s the point?” Kate
responds irritably “Well watch yourself or you’ll get blood on you
and end up on sick leave like Henry.”
a. Explain how Kate’s comments about Dr. Jones indicate a lack
of understanding of the definition of quality accepted in quality
management.
b. Explain why Kate’s comments about influenza testing show a
lack of understanding of the performance standard accepted by
practitioners of quality management.
c. Explain how Kate’s decision regarding the purchase of gloves
does not display understanding of how and why prevention is
practiced to assure quality.
d. Explain how Kate’s last comment to Tom indicates a lack of
understanding of the costs of doing things wrong.
The CEO announces that the hospital will be initiating quality
management training for all managers next week. “Another
interruption,” Kate murmurs to herself, ”I could be getting some
work done!” An employee enters her office stating “I’ve got Dr.
Jones on the line, mad as a hatter. He says no one ever told him
that we don’t process the PKU test in-house. He wanted the results
today so he could plan treatment, but they won’t be back from Quest
until Friday.” Kate shrugs “Did he ever ask? Can I read his mind?”
The employee leaves quickly. Kate then goes to lunch; in the
cafeteria she’s joined by a lab supervisor who says “Boss I’m not
too sure the tests for influenza are picking up all positives. The
units are complaining that they have symptomatic patients who our
results indicate are negative.” “How often is it happening?” Kate
asks. “Once or twice a hundred tests, I’d say.” “That’s fine” Kate
replies, “they can’t ask for better than that.” When she gets back
to the lab she finds Tom mopping up blood from a leaking
transfusion bag. “Why don’t you have on your gloves and glasses?”
she asks. Tom replies without looking up “Since we switched to the
cheaper ones you picked the gloves split all the time and the new,
less expensive goggles don’t fit us. So what’s the point?” Kate
responds irritably “Well watch yourself or you’ll get blood on you
and end up on sick leave like Henry.”
a. Explain how Kate’s comments about Dr. Jones indicate a lack
of understanding of the definition of quality accepted in quality
management.
b. Explain why Kate’s comments about influenza testing show a
lack of understanding of the performance standard accepted by
practitioners of quality management.
c. Explain how Kate’s decision regarding the purchase of gloves
does not display understanding of how and why prevention is
practiced to assure quality.
d. Explain how Kate’s last comment to Tom indicates a lack of
understanding of the costs of doing things wrong.