Best Practice Quality Management in Pathology: Results of a Benchmarking Study

Presents the results of a study which was undertaken to establish best practice in the management of a pathology department through best practice. The study was carried out in two stages: an in‐depth analysis of the pathology department through a SWOT analysis and in‐depth interviews with 25 key internal and external customers, and a survey of NHS laboratories both in the UK and Ireland by targeting a sample of consultant pathologists in 50 random locations – the purpose of this questionnaire was an attempt at establishing best practice in pathology quality management. The study revealed that in pathology there is currently a major dependency on quality control that reflects a compliance to set standards laid down by professional bodies. It also identified a poor understanding of customer needs and expectations, a mechanistic culture which is resistant to change, and a reluctance by pathology managers to delegate ownership for ongoing quality improvement or to take responsibility for quality improvement issues such as waste reduction and cost improvement. Concludes with a set of recommendations geared towards helping managers of pathology services to deal with issues such as cost of quality, listening to customers, empowering employees and getting the job done right the first time and every time.