| Web: | mayocliniclabs.com |
|---|---|
| Email: | mcl@mayo.edu |
| Telephone: | 800-533-1710 |
| International: | +1 855-379-3115 |
| Values are valid only on day of printing | |
| Web: | mayocliniclabs.com |
|---|---|
| Email: | mcl@mayo.edu |
| Telephone: | 800-533-1710 |
| International: | +1 855-379-3115 |
| Values are valid only on day of printing | |
Five Ways to Proactively Prepare for Laboratory’s Unforeseen Situations
Outreach
Unexpected events in the laboratory are an inevitability of the profession. The difference in whether that event is manageable or chaotic comes down to the steps taken beforehand. By proactively preparing, you can drastically reduce the number of unknown variables to continue laboratory and outreach operations under less-than-ideal circumstances.
Consider these best practices when planning for the unexpected:
It may seem obvious, but downtime forms are essential to continue laboratory operations during technology disruptions. Forms should contain the vital pieces of patient and testing information to aid in the manual input of this data later when connectivity is restored. Many organizations opt for downtime forms that include carbon copies so one copy remains in the laboratory and the other goes to the ordering location to relay results.
If the downtime is scheduled, print chart labels for each pre-registered patient to be used on the downtime forms. This will reduce transcription errors in handwriting patient demographic information.
Have a designated backup testing site when you are unable to perform certain (or any) testing at your own location. If you belong to a multisite system, the laboratories can serve as backups to one another. If you are a single site, engage a nearby hospital to perform testing that you cannot.
These arrangements are best if established ahead of time and contractually laid out. Include expectations for processes like turnaround time and billing. If neither of the above suggestions is feasible, consider utilizing your reference laboratory as a backup. Most importantly, don’t wait until a crisis occurs to begin the search for a backup testing lab.
Much like establishing a backup testing lab, pre-selecting a backup courier service will safeguard specimen transport when your primary courier process has gone awry. Select a vendor that can adequately cover your transport needs until your primary courier service is restored.
If you do not have alternatives in your area, consider utilizing lab staff as potential backup drivers. Ensure that your employees have sufficient safety equipment, specimen transport equipment, and training. Mayo Clinic Laboratories provides an online Dangerous Goods Training course.
To be able to reliably communicate with outreach customers during unforeseen events, create and maintain a hard copy client communications binder that remains available to laboratory staff on all shifts. The binder should contain the contact information for all current outreach clients, including main and back-up phone lines, fax numbers, and email addresses for all key personnel. Also include the physical address of the client in case the phone lines are down and results need to be physically delivered to the location. Don’t forget to obtain after-hours emergency phone numbers as well in case of critical results. It is important that this key information is in hard copy form, as it needs to be accessible should your electronic systems fail.
Update the information at least once a year so it remains current. Utilizing your periodic customer performance update (CPU) meetings could be a great opportunity to keep your client communications binder updated.
Include sufficient training on the location and use of this binder in your annual staff education. This way, all employees know how to utilize the binder in case of unexpected events on their shift.
Evaluate the best methods of communication to your outreach clients. This may be through your online test menu, email notifications, or a special section on your laboratory website.
Once you determine your communication mechanisms, include this information when you onboard a new client. Train your client’s key personnel to look at these communications at least weekly to stay up to date with the laboratory. You can utilize these information pathways to convey upcoming scheduled downtimes, notices of supply shortages, and testing changes.
Ensure you have a designated person responsible for keeping the information current and relevant. Even if there is no new information, send a message that states, “No updates this week.” This will ensure consistency in your process and your customers won’t wonder if they missed your communication.
There is no guaranteed way to avoid all interruptions to workflow or service. However, through deliberate steps such as creating a client communication binder and downtime forms, establishing backups for your courier and testing sites, and training your staff on how to utilize these tools, you can minimize the interruption of laboratory services as much as possible.
