✯✯✯ Quest Diagnostics: A Short Story

Wednesday, October 27, 2021 1:39:52 PM

Quest Diagnostics: A Short Story



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Quest Diagnostics Laboratory Tour

Lab testing for many local medical patients was to be routed through a Quest lab facility in Lenexa, Kansas beginning this spring, Mercy and Quest said earlier this year. At the time, a Quest official claimed it would lead to "more affordable" patient care over time. He said they fell into three main categories:. Britton wrote in the memo that part of the tech failure had been solved: Quest can receive lab test orders from Mercy, and the two organizations are now working on getting data to flow back and forth. He urged Mercy staff to "redouble" their efforts to learn the new work procedures and said Mercy is "furiously working" to improve them.

He also wrote that Mercy is sending staff to Quest to supplement vacancies "while Quest recruits additional staff. In a written statement, Mercy officials said Monday afternoon that they recognized patients have "endured" challenges with the Quest deal. The interface is working correctly now, physician orders for tests are successfully reaching the appropriate lab and Mercy and Quest continue to work together to resolve previously unanticipated changes in staffing and workflows.

The Mercy statement added, "Once we complete this work, patients will experience the benefits Mercy sought through this transition: to lower the costs of lab testing for our patients, provide additional locations for lab services in many communities and providing patients and their doctors with the high-quality testing they desire. Mercy did not respond to a News-Leader question as to whether the lab testing problems had resulted in any negative health outcomes for patients. Quest said in a prepared statement Monday night that since the deal closed in early June, a joint team has been working "with the goal to create an outstanding experience" for Mercy patients.

Quest's statement acknowledged tech issues that "required manual instead of electronic entry of some laboratory test orders for patients" and that "some" patients "experienced extended wait times for service at certain sites. Quest added, "We are confident that many patients will experience several benefits, such as potentially sizeable out-of-pocket cost savings for many tests, more service sites and advanced diagnostic services for medical conditions ranging from cancer to heart disease. Patients will also have access to online appointment scheduling, so they can schedule service when and where they want.

Moreover, we have expanded staffing at our service sites to ensure the outstanding service patients rightly expect of us. The following is a reproduction of all words that could be read by the News-Leader from the email image posted to the Springfield Reddit page on Friday afternoon. You are all acutely aware that since the conversion of our outreach lab service to Quest, we have experienced numerous service failures impacting our patients, physicians and other providers. I am deeply disappointed that this transition has gone so poorly, and you have my commitment to stay personally involved until all issues are resolved.

We must achieve the operational performance that meets Mercy's high standards of service. Beginning with this communication and continuing until we reach a steady-state, I will transparently share all known issues and the plan and timeline to resolve them with all the appropriate teams. In our subsequent communications, we will provide details down to the draw location site, and if you believe there are issues we haven't identified, I want to hear about them as well. We will do our best not to burden you with more information than you need; however, we will err on the side of comprehensive updates in the beginning. It is not yet clear how long it will take to resolve all the issues and reach consistent performance but know we will be relentless in our efforts to move quickly and thoroughly.

At a macro level, there are three primary drivers of the issues: 1 technical data transfer or interface failures between Mercy and Quest that are leading to long wait times for patients and slow turn-around times for test results to physicians; 2 staffing shortages at draw sites and different ways patients must sign in and register that result in poor customer service; and 3 confusion about workflow changes happening since the transition that has slowed down or even prevented successful specimen collection and test ordering.

The technical issue that prevented orders from successfully passing from Epic to Quest has been resolved. We are now turning our attention to working with Quest to identify and correct any other technical issues that impede a complete data flow back and forth between Epic and Quest. I expect to know the quantity and complexity of these issues and the projected work effort to remediate them at today's update meeting. We will share those details with the appropriate audiences as they become available.

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