The Institute for Urban Indigenous Health (IUIH) is a not-for-profit organisation that leads the planning, development and delivery of primary healthcare services to the 65,000+ Indigenous people of South East Queensland. IUIH’s vision is for Healthy, strong and vibrant Aboriginal and Torres Strait Islander children, families and communities.
Quality Manager Leonie Smit joined IUIH in 2011 when there were 10 staff and one site. Now, in 2019, they have 700 staff, 15 sites and are accredited to 9 standards.
Funding was a key driver for quality management
We implemented Logiqc in part to meet funding requirements. Funding agencies would ask; Do you have ISO 9001 certification? Do you have a QMS? People investing in your organisation want to know it’s in place, that you are properly managing things like contracts, financials. For a lot of Indigenous organisations, a QMS is a requirement.
It’s mandatory to have clinical accreditation, then ISO 9001 accreditation. A funding contract might stipulate you have 3 months to get accredited. Without a QMS, there was no way we could quickly get accredited to multiple standards.
Why choose Logiqc QMS?
I first met the folk at Logiqc in 2008 when I worked at Kambu Health in Ipswich. We were moving from Excel to Logiqc QMS. They were very supportive of me and very accommodating in adapting the product to our needs. At regional meetings, we’d talk about issues and improvements and they’d take that away.
At IUIH, I chose the Logiqc QMS because of my relationship with the company, their location, and how they would adapt the QMS without it costing us thousands of dollars each time, unlike a lot of software developers.
Logiqc QMS has several accreditation ‘registers’ that you can purchase. We use the registers for dental, aged care, medical centres and Human Services Quality Framework, but there are others.
In 2013, I rolled out LOGIQC to 150 employees, working closely with each department to make it a positive experience. Initially, I would upload the documents for them, log the incidents for them. Then I trained all staff, tailoring it to the audience. Now, everyone from the receptionist to the CEO uses it.
Accreditation made easy
We’re now accredited against 9 different standards and there is no way we could have achieved this [without a QMS]. This is how we catered for the organisation’s growth. Logiqc QMS was always about ISO, so, if ISO changed, they changed it.
When Human Services told us we needed to add Clinical Services, a new set of standards, I thought, ‘no worries’. I worked on it with a nurse and when the auditor came out, she passed us on the spot. But only because we have a QMS.
When we go through clinical accreditation, the auditors schedule 4 hours, and we’re normally done and dusted in 2 because it’s all ready to go. This gives me time to ask the auditor questions.
We recently opened a new dental clinic and it was accredited within 4 weeks; we would normally have given ourselves up to a year. It also demonstrated to the dental team the importance of the QMS. There was no stress, no yelling. The tasks were already in the system, so we just had to duplicate them for the new site. It was easy—tick, tick, tick.
We also achieved community legal accreditation very quickly. It becomes very easy after a while.
Evidence and accountability
The bigger we get, the more important is that people use Logiqc QMS, and not keep their own spreadsheets, or [keep documents] in Outlook.
I love that you can never delete anything in the system, so no-one can sabotage the evidence.
And nothing ever gets lost because if someone changes roles or goes on maternity leave their tasks will always stay in the system. When a person is appointed to a role, they automatically get all the tasks assigned to that role.
It also makes people accountable. If you delegate a task, say, to check the first aid kit, it will always come back to you with the evidence attached.
Accessible anytime, anywhere – even for auditors
What I also like is that Logiqc QMS is accessible worldwide. I can have it on my laptop, my phone, my tablet. I could be in a conference and get a notification to action an incident or a complaint, tasks I need to deal with in a speedy fashion. I can even give external auditors login access so that they don’t have to come onsite.
More than software
I can’t speak highly enough of the whole Logiqc team. They are not just about software—they understand the standards. When I ring them about dental, for example, they understand all the criteria. When I’m speaking to them about the risk framework, they know the terminology.
They understand the process from beginning to end. I can go to them with the confidence that I’ll get a proper answer.
A world-class quality management system
When we were a smaller organisation, people would want to see our QMS before they gave us funding. I’d show them Logiqc, train them, and they’d walk out saying to each other, ‘How come we don’t have that?’
Even auditors have said, ‘If only we had that’.
In the past two years, we’ve engaged Deloitte and they have stated that LOGIQC is one of the top QMS’s worldwide—that is reassuring to us.