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A culture of continuous Improvement for Auckland Eye

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Auckland Eye is New Zealand’s Centre for Excellence for eye care. They are a multi-site and sub-specialty practice, with patients from within and outside of the Auckland region. As a private ophthalmology provider, Auckland Eye treats over 40,000 patients through their clinic and provides over 4,000 surgeries a year.

We spoke to the Chief Executive Officer of Auckland Eye, Deb Boyd, to learn more about how the organisation is building a culture of continuous improvement with support from LogiqcQMS. 

In leading the initiative to subscribe to Logiqc, what were you wanting to achieve for the organisation?

I wanted to raise the level of understanding across the whole organisation about what a quality management system is, and what it enables. I wanted to ensure that we implemented something that would provide us with a framework to function in a New Zealand context, so we could meet all requirements of various standards. Importantly, it needed to be simple and easy for people to use. I’ve used other quality management systems in my career and know how complex systems and tedious processes can impede adoption. 

In terms of supporting the governance framework, what were you wanting to achieve by implementing the LogiqcQMS?

One of the things that I love most about LogiqcQMS is that it has all of the standards that we are being measured against in the system. LogiqcQMS provides evidence of how you meet those standards with the actions you take daily. My last accreditation survey we did through Logiqc was the easiest one I’ve experienced in the last 15 years. Our team was fully onboard and LogiqcQMS was very well used across the business. The auditors didn’t need to spend much time talking to us or asking questions, as it was all in the system. 


How has LogiqcQMS impacted the way you perform your role and the team culture?

LogiqcQMS has provided a greater awareness of everything that comes up across the business. You can reflect on incidents, issues and ways of working, and consider if you need to make any changes or improvements in response. It’s a great communication tool from that perspective.

Reflecting on the past four years since we implemented LogiqcQMS, there is a greater understanding of what a QMS is, and what it enables. In previous organisations that I have worked in, there is almost a culture of fear around reporting and the potential consequences. One of the key things that we have always talked about as part of our deployment is the importance of information sharing to be able to improve. LogiqcQMS is enabling us to build a culture of continuous improvement. We’ve seen our levels of reporting increase as people become comfortable with the system and can see the whole feedback loop and quality cycle in practice.  


What areas of the business have the LogiqcQMS helped you to better manage?

LogiqcQMS definitely helps us to better manage our incidents and feedback. It gives us greater oversight into what is really happening within the business. Document management is also critical, and LogiqcQMS has really helped us to streamline our document control processes.

What has been really key to the successful adoption of LogiqcQMS is having a local champion. Someone inside the business who knows the system well, is completely supportive and committed to it, and prepared to train and upskill everyone in the team to use it. We have been extremely lucky with our quality manager who actually worked for Logiqc previously. She was very familiar with the system and was really committed to working with people individually to help them understand it. It’s been amazing to see the adoption with her working in that manner. 

What role do you feel technology plays in helping organisations to provide high-quality safe health care?

It is vital. I don’t think you can function effectively in health anymore without using technology. Data is key – you need to have somewhere to input the data and be able to draw out the quality of information that you need to inform decision making. 

Anything else you would like to add?

I’m very happy to talk to anyone who is considering implementing LogiqcQMS – you won’t regret it!

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Manage safety, quality and risk in healthcare

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