Interview with Joanne-Marie Bell, Founder at Compass Quality.

Today, we speak with Joanne-Marie Bell, founder of Compass Quality in New Zealand. Jo began her career as a registered nurse and, after nearly two decades in healthcare, transitioned into quality management. With a strong passion for improving systems, she now helps organisations optimise their quality processes as a Logiqc Service Partner. In this conversation, Jo shares her journey, insights into quality management, and the impact of Logiqc in driving organisational improvements.

To start, could you tell us a bit about your professional journey? What first drew you to work in roles focused on quality, safety, and systems management?

My real interest in quality management grew when I started working with Rosemary Gordon, a lovely quality manager who had used Logiqc for years. She became a great mentor, showing me how to use the system in more depth. When she retired, the CEO suggested I take on her role, and I stepped into a dual role as Theatre and Quality Manager. That’s when I fully embraced Logiqc, managing incidents, feedback, and compliance, and I quickly realised I preferred the quality side of the work.

After a couple of years, the CEO offered me a full-time Clinical and Risk Manager role at another hospital, but they didn’t have Logiqc, which was a real challenge. The systems there were disjointed, so I worked to improve them, but I missed Logiqc’s integration.

When I later saw an opportunity at a new hospital that used Logiqc, I jumped at the opportunity. I started a few months before the hospital opened and had to implement the system from scratch, working closely with managers to train them and set it up. There were a few people familiar with Logiqc, but for most, it was new. Once it clicked, it was great to see how the system improved oversight and workflow.

I was there for about a year and managed to get the accreditation, which was a great learning experience. However, during the build-up to the accreditation, my mum became very ill and passed away, so others had to take over. While it could have been more seamless, we had most of the system in place, and I had worked hard to ensure everything was set up.

What was the biggest challenge during the initial implementation of the platform from your perspective as an internal user?

The biggest challenge was the responsibility falling on one person, me! It’s a huge task, and there’s always a need for buy-in from everyone. In quality management, it's important that everyone in the organisation sees the value of the system and takes ownership of it. It's not just the quality manager who should be involved; it’s everyone’s role. Getting the right people on board and helping them understand how the system works and how it makes their jobs easier was a key challenge.

You’ve now made the leap from being a user to an expert guide. What inspired you to become a Logiqc Service Partner and help other organisations?

After my mum got sick, I realised I wanted to do something for myself. I had been working in hospitals for years, and while I enjoyed it, I felt it was time for a change. I loved the Logiqc system and was passionate about its potential to improve operations, so I decided to explore that further.

I reached out to my old CEO, who was also a big fan of Logiqc, and we discussed the idea of me working with them. Rosemary Gordon, who had been a mentor and a key figure in my Logiqc training, also encouraged me to pursue it. With her support, I contacted Logiqc to discuss how I could help organisations in New Zealand.

Having implemented the system from scratch in my previous roles, I knew exactly what the challenges were and what organisations would need. I was eager to share my knowledge and help others understand how the system could transform their operations. My colleagues often told me how passionate I was about Logiqc, and that passion made it easy for me to dive into this new path. I genuinely believe in the value of the system, and it feels natural to help others experience the same benefits.

Having seen it from both sides, what is the biggest misconception clients have about implementing a platform like Logiqc?

From my experience, I haven’t come across many misconceptions, but I can see that clients sometimes don’t realise how much work and buy-in is needed. One misconception is that it’s just another tool to add to the list, rather than understanding how it can truly streamline processes and improve efficiency. Clients also often think it’s just a task for the quality manager, when in fact, it’s a system that benefits everyone in the organisation.

When you start working with a new client, what's the most common hurdle you see, and what’s your first step to help them get past it?

The most common challenge I encounter is pushback, especially when it comes to adopting new systems. People can be hesitant about learning something new, and they often don’t see the immediate value of the system. Some just think it’s "another thing" to deal with. This is probably the biggest hurdle, the lack of understanding about how the system can actually improve their work and reduce their workload.

The first step I take is to help clients see how Logiqc can make their day-to-day tasks easier and more organised. I encourage them to reflect on their current processes and think about how Logiqc can streamline those. Often, they don’t realise that the system can save them time, reduce confusion, and improve efficiency. It's about helping them understand that Logiqc isn’t just another task to add to their list, it’s a tool to help them work smarter.

One thing I've noticed is that not everyone adapts to change at the same speed. You have your early adopters, but then there’s often a lot of resistance from others. When this happens, it can feel exhausting, especially when managers and staff are unsure about the system. That resistance can trickle down through the whole team, making it harder to get everyone on board.

In the hospital setting, particularly, there’s sometimes a belief that if a system isn’t directly involved with patient care or daily operations, it’s not a priority. Logiqc can sometimes feel like an afterthought, which is why it’s so important to connect the system with the existing workflows. Once people see how it helps them stay on top of tasks and improves their oversight, the value becomes clear.

Could you share a general story of a client "aha!" moment, where your guidance helped them unlock a new level of value they hadn't seen before?

One of the most rewarding moments I've experienced was when staff realised they could contribute ideas for improvement, not just management. The "aha!" moment came when staff members submitted improvement suggestions, and they saw that it was taken seriously, their ideas were reviewed and discussed. It was a turning point for them to realise that the system wasn’t just about compliance but also about meaningful improvement, driven by everyone.

What I loved, especially in my previous role, was watching staff realise that the best ideas often come from those doing the work. Managers started engaging with their teams on how to improve, and it became a collaborative effort. The ownership and responsibility they felt was a big shift, and it showed the true value of the system. It wasn’t just about management overseeing everything, but about everyone contributing to positive change.

If you could give one piece of advice to a new organisation just starting its journey with Logiqc, what would it be?

My advice would be to focus on building a solid foundation from the start. It can be overwhelming, so it’s important to break it down and start with the basics. For me, that meant focusing on the accreditation register, ensuring the necessary documents, legislation, and standards were in place. It's also vital to provide proper training for managers, ensuring they understand how the system works. Make sure to involve the right stakeholders from the beginning, because if you're handling everything yourself, it will quickly become overwhelming.

Finally, what do you enjoy most about your role and being part of the Logiqc partner community?

What I really enjoy is the incredible support I receive from Logiqc. I work closely with Elizabeth, and I really appreciate the transparency and communication we have. It’s amazing to feel genuinely supported and to be part of such a great network. I also love connecting with organisations and helping them make the system work for them by tailoring it to their specific needs. What’s particularly satisfying is listening to organisations, understanding how they work, and figuring out how Logiqc can fit into their processes. Even though I might have done things differently in the past, it’s about understanding what works for each organisation.

I’m passionate about this work because it allows me to work closely with people, providing them with real value. It feels incredibly meaningful to help them navigate the system and achieve their goals. In my previous role in hospitals, I was stretched across so many different areas, which wasn’t as satisfying. But now, I feel like I’m focused on something that truly makes a difference. It’s fulfilling to know that what we’re doing is helping others, and honestly, I’m so passionate that I wish every organisation in New Zealand could benefit from it.