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In this insightful interview, Laurie West, Senior Manager of Clinical Services at Kalwun Development Corporation, shares his experiences with implementing the LogiqcQMS platform. He discusses his journey of transforming onboarding challenges and quality management processes into engaging and fun experiences with the platform, and highlights the power of feedback in fostering a culture of continuous improvement.
What was Kalwun Development Corporation aiming to achieve with the implementation of the Logiqc platform?
The primary goal of the quality team, led by myself and my colleague Lahni Biumaiwai, was to ensure consistent quality and system implementation across the organisation. The organisation implemented LogiqcQMS a few years ago, but due to turnover in the Quality role, there was a lack of consistency across the company regarding a collaborative approach and buy-in from staff on the use of the system. As the incoming Quality Officer, my priority was to return to the basics and engage staff to use the system to its full capacity. Initially, the focus was on gathering feedback from staff about what they wanted from a platform like LogiqcQMS.When the team accessed the platform, they wanted a clean, user-friendly dashboard that clearly displayed their tasks and communicated directly with them. They found that the message from Logiqc was nice, clean, and direct.
What challenges did you face during the setup and rollout, and what worked well?
The main challenge was familiarising and educating staff on the platform within a limited timeframe. After understanding what the staff wanted to see, the next step was to educate staff on how to use the platform. Focus was on designing widgets that were not only visually appealing but also intuitive and relevant to each department.
Initially, staff were hesitant to engage with the platform due to unfamiliarity and the perception that it was a "finger-pointing" tool. To address this, I adjusted the platform’s language, changing "complaints" to "constructive feedback".
I engaged with the General Manager and Team Leaders, emphasising that if the language in the quality system was changing, the same shift needed to happen within their departments to ensure a positive flow of information. This helped create a safe environment where staff felt comfortable sharing feedback, understanding that the platform was designed for quality improvement rather than blame. Staff understood that feedback is a powerful tool, enabling the community to help us change and improve our services.
Our Senior Leadership Group were particularly proactive in adopting the platform. They led the way during our first use of Logiqc for Accreditation purposes. After presenting them with a PowerPoint on how to use it, they embraced it fully, which made ongoing maintenance easier. After accreditation, I spent time with the SLG, reinforcing the importance of continuous use, and it was rewarding to see the team take the initiative.
How do you engage the team in using the platform?
Lahni and I engaged the team by facilitating training and providing interactive, enjoyable sessions, including the four webinars from Logiqc. A key focus for me for the staff was to make the process interactive and fun.So, how do you make quality management fun? That’s when we came up with the idea of running competitions across different business departments. Currently, between June and December, the department that submits the most feedback wins a dinner, courtesy of our CEO.
This not only contributes to accreditation standards, quality improvement, and assurance but also encourages staff to align with our organisation’s mission and vision while connecting with the community. It’s all about making quality fun and motivating staff to engage enthusiastically!
And has Logiqc’s support team assisted you?
Absolutely. Unna (Unna Liddy, Director) and Kayla (Kayla Summers, Head of Customer Experience) have been incredible. Kayla has been very responsive, offering weekly check-ins to ensure everything was running smoothly, knowing that I was new to the role. This support allowed us to design a user-friendly platform that aligned with the feedback from staff.
Elizabeth (Elizabeth Church, Customer Success Manager) was also fantastic - I love the way her brain works; she is a big data nerd like me! The analytic reports were incredibly useful, especially since I was presenting updates at Board meetings. We were able to create our own reporting templates, and the Board was genuinely impressed with how much progress we made in a month.
What benefits has the platform brought to the organisation?
Having used Logiqc for almost ten years, this is the first time I’ve engaged with its accreditation components, and I love it. It has broadened my knowledge, and within six months, we’ve achieved ACQS, HSQF, and ISO 9001 accreditation. My clinical team is also preparing for RACGP accreditation. Without the platform, managing all of this would have been difficult, as it allows me to delegate tasks effectively to Team Leaders and their staff so we can collaborate and achieve our common goal.
For the RACGP standards, I’ve introduced the concept of an "Accreditation Marathon". Instead of rushing through the process, we’re tackling it step by step, like a marathon, not a sprint, with each standard set to be completed within a specific timeframe. It’s all set up in Logiqc for them to complete, and we’re focusing on making it engaging and fun, rather than feeling like a crack in the knuckles.
We’ve also developed our own QMS update templates, which are distributed monthly to our SLG and ELT. The training provided to our teams has resulted in increased feedback across the organisation, leading to improved service delivery.
Manage safety, quality and risk in healthcare
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Manage safety, quality and risk in healthcare
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