Operators Reporting Analyzer Issues

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Hello,
In our hospital, operators typically call my office to report issues with their devices and call the main lab during off hours. However, I am struggling with employees just reporting things as “broken” with not much detail and usually it was just passed on to next shift without much detail. How do you all handling issues being reported by the operators in your hospitals? I was thinking of creating a form that they have to submit but I imagine nursing would push back really hard and find a way to blame us for not automatically knowing what’s wrong with various devices.

10 Replies

Gloria MacLean

Wed Mar 08, 2023 at 11:00AM

This seems to be 'one of those things' where no matter what you do, there will be those who will not comply. We have an online form for them to fill out, and also a card they should be bringing with the device, where they are supposed to give us details about the device malfunction. We even go over this as part of the orientation class, and they STILL either write nothing or just something vague like 'doesn't work'. All we can do in those cases is look for the obvious, do our troubleshooting checks and if we don't find anything and it appears to be working...return it.

leighea triplett

Wed Mar 08, 2023 at 11:04AM

We use a form but it is maintained in the lab. When the operator brings the broke meter down for a backup meter the lab staff completes the form while the person is still here, and then assigns them a backup meter. We have instructed lab staff to not accept "broke", " not working", etc. It is easier for lab staff to understand the need for details than to try and get non-lab staff to understand this concept. This process works well for us.

Leighea

Erika Deaton-Mohney BS, MT(ASCP), CPP

Wed Mar 08, 2023 at 11:16AM

We have a procedure for off shift lead techs to follow with flow charts and requirements of follow up emails with specific details. We do not see this issue with device issues.

Peggy Mann

Wed Mar 08, 2023 at 11:25AM

We also use our 4 Clin labs as “trade stations” and a form used to support receiving “broken” and issuing “trade”.
Bigger issue is ambulatories with no nearby trade station.
For those ambulatories/remotes, we are so-so successful with an online request form with follow up email or call.
On the devices we do not trade through the lab, we try to facilitate testing site calling it in to tech support and that typically is more mess than if we take over the trade process each time.
Biggest thing that bugs me? Someone reporting a broken meter and they are locked out due to lapsed competency!

Ren Bage

Wed Mar 08, 2023 at 12:38PM

Well, it’s good to know that this a common issue! Thank you all for your perspectives!

Jacqueline B.

Thu Mar 09, 2023 at 9:20AM

I'm a bit late to the response here, but we do very similar to what others have said. I have a log book with sections for all 3 of our devices. The person bringing the meter down to the lab has to fill out the log with a description of the issue and if they are checking out a loaner. I educate lab staff on all shifts about the log book so they know how to direct anyone who comes in with a broken meter. It seems to work pretty well, though I do still get the occasional meter with no information or very vague information. In those causes, I touch base with the individual (if possible) or the department manager to get more information, and I also do a general inspection of the to see if I can tell what the issue might be.

Lori Ferguson

Tue Mar 14, 2023 at 12:44PM

One thing we do a bit different is have two extra meters in our central supply area already charged on a base. If it's a night, weekend, holiday where POC isn't here they can grab a meter from there. I can always look up to see where it downloaded last if they don't fill out an online work order. This works really well for us.

Peggy Mann

Tue Mar 14, 2023 at 3:55PM

Hi Lori (waving back!),
Is the 'central supply area' you mention inside your clinical lab?
Our hospital's 'central supply area' is related to distribution of items throughout the hospital that someone from a unit is able to walk to and sign out/charge the cost back to the unit.
Thanks!

Lori Ferguson

Tue Mar 14, 2023 at 4:42PM

It not in the lab, but in the supply area that nurses have access to and has someone 24/7. The meters are named Lab CS and we usually get work orders letting us know nursing borrwed one. If not, I check RALS periodically to see they're still on their docking stations or go to investigate if they're on the floor.

Peggy Mann

Tue Mar 14, 2023 at 5:44PM

Very nice!

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Operators Reporting Analyzer Issues