The quality improvement cycle – tying it all together
Located in northern New South Wales, Bulgarr Ngaru Medical Aboriginal Corporation is a community-controlled health service established in 1991 to provide health services to the Aboriginal communities of the Clarence Valley. Now a large regional healthcare service with three clinical hubs, it is a leading provider of health services to the Bundjalung, Gumbaynggirr and Yaegl people.
Bulgarr Ngaru has been using LogiqcQMS since 2012. Quality Improvement Officer Marnie Smith has been with the organisation since 2015.
Moving multiple sites from a paper-based system
With five locations at Grafton, Casino and the Tweed, all operating under the same policies and processes, we needed to move from our paper-based system to something everyone could access and that would bring us consistency.
We needed all our policies and procedures in the same place, and we wanted a system that reminded us to complete tasks on time.
Why choose LogiqcQMS?
When I arrived in 2012, we already had LogiqcQMS in operation. We’ve since looked at other products, just to see what’s out there, and to see if anything would better fit our needs. With the version of Logiqc we were using, we had problems uploading some content and with the search capabilities. But since we upgraded to the newer version at the start of the year , it’s a lot easier to search and use, so we have stuck with Logiqc and we’re happy with it.
We’ve got about 80 staff and everyone is using it to some extent—for example, for incidents, compliance, reminders to upload documents for vaccine checks, emergency trolley checks.
Upgrading to the new version of LogiqcQMS
When we were advised of the new version, the improvements and changes all looked good. And our CEO was impressed with the dashboard and search functions, so we went ahead with the upgrade.
It went really, really well. The changeover was easy. The Logiqc team customised the new version to suit us and uploaded everything for us. We were down for a weekend.
The improvement cycle in LogiqcQMS ties it all together
I love LogiqcQMS and what I love most is the improvement cycle. Quality improvement is a big thing in our world at the moment. Since the government brought in quality improvement incentives, we need to show we’re doing quality improvement.
If there’s an incident, for example, we can add an improvement to it in Logiqc, we can add the change we’ve made, then we can review it to see if it has worked, and if necessary make more changes. When we finally have it right, the whole cycle is there. We’ve got exactly what happened, what changes we made, why we made them, or why they’re not necessary—and it’s all linked.
It’s the same with audits, which are really important for us. Our medical services are accredited against the Royal Australian College of General Practitioners clinical standards and we are also ISO 9001:2015 accredited.
With LogiqcQMS, everything is in one place when the assessors arrive, it’s all version controlled, and all changes are documented and easy to present to them. Document and version control is huge for me.
We also upload the findings of the audit to Logiqc. If we make any improvements or changes in relation to the findings, we add these as related items, which creates the cycle. PDCA, Plan–Do–Check–Act, that’s the cycle.
Meeting preparation and reporting is easier with Logiqc
What I find really handy is the meeting register in LogiqcQMS. If we have an incident or we upload feedback, we can relate it to a particular meeting. Then at meeting time, everything is available on the meeting agenda. For example, if a patient slipped out the front, we would upload the incident, and what was the cause, and relate that to the WH&S meeting.
For senior management team meetings, I pull my report from LogiqcQMS; it’s so easy to do. It shows audits completed, what’s due and overdue, incidents, improvements, number of tasks overdue and completed on time. And it’s easy to read, with graphs.
Dashboard offers insights on how we use Logiqc
We use the LogiqcQMS dashboard at staff meetings and clinical meetings. It gives us a graph of how we’re going. But it also shows me how we’re using LogiqcQMS.
Feedback is a good example. We saw that people would always upload negative feedback, which is colour-coded on the dashboard, but they didn’t think they needed to upload positive feedback. We know the clinics are always getting flowers and chocolates, from people saying thanks; so this was a reminder to put good feedback in the system!