Improved customer access to complaint and appeal forms was identified as an opportunity for improvement in the third annual internal audit of the EQA division. The following are the definitions for an EQA appeal or complaint:
- An appeal is a formal request to change an official assessment decision, for example, an EQA survey performance score (PAD or Q) or action code.
- A complaint is a formal expression of dissatisfaction or disagreement with a product or service. This may include EQA testing material, shipping, survey reports, committee comments and customer service.
EQA looked at the appeal and complaint process and developed new online forms to make the process easier and more accessible for our customers. The complaint and appeal forms are now available on QView™ on the blue sidebar on the left under "Forms." Your complaint or appeal will be reviewed by QMP–LS staff and you will receive an email acknowledgement within 24–72 hours upon receipt. QMP–LS will remain in contact with you if additional information is required for a speedy resolution.
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Since the launch of a new EQA scoring scheme in 2008, most EQA disciplines have introduced performance scores for the evaluation of performance on EQA surveys. The aim of these scoring schemes is to provide a transparent, objective and consistent approach in the identification of areas of concern. Scores relate to action items, for example an internal laboratory investigation of discordant results or submission of an investigation of discordant results to QMP–LS. Performance is tracked electronically resulting in the issuance of an annual multidisciplinary Performance Summary Report for each participant laboratory. With the implementation of scoring for genetics surveys, genetics will be included in the Performance Summary Report issued in 2012.
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Under an agreement between the Ontario Ministry of Health and Long-Term Care and the Ontario Medical Association, OLA accreditation is mandatory for all licensed medical laboratories in Ontario. This month, we provide an update on Ontario assessment visits, conformance rates, and certificates held.
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Mark your calendar for this educational event organized by QMP–LS, Hamilton Regional Laboratory Medicine Program, St. Joseph’s Healthcare Hamilton, Hamilton Health Sciences and IQMH.
November 12, 2011
Registration: 08:30 hr
9:00 – 16:00 hr
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Wall Chart | Reference Guide | Webcast
Identify red cell morphologic abnormalities with the Institute for Quality Management in Healthcare’s Red Blood Cell Morphology Kit.
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Our lease at 250 Bloor Street East is expiring and we are on the move! A team of QMP–LS staff scouted the city for the best location within our budget that will accommodate our changing needs and be accessible by both our staff and valuable committee members that travel regularly to our offices.
We’re moving to University Avenue
We found a similar space at 393 University Avenue in close proximity to some of the laboratories we serve and to our parent organization the Ontario Medical Association (OMA). It is conveniently located on the TTC University subway line, close to Union station, the GO transit and bus terminal, Pearson airport shuttle service and the Island airport, Lakeshore and the QEW expressways. Parking is also available nearby. October 28 is our projected move date.
Service Disruption
We are committed to ensuring that our relocation causes little to no impact on the delivery of our services to you – our customers. Once we’re in our new offices, we hope you’ll drop by and visit us!
More Information
Read the upcoming QMP–LS News to stay up-to-date on our move.
The 2011 OSMT Conference is being held September 23, 24, and 25 in the awe-inspiring and bustling city of Niagara Falls, Ontario.
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Learn how to problem solve in plain English. This one-day session will be offered on two consecutive days, November 16 and November 17, 2011.
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