Évaluation des Obstacles à l’Application de la Démarche Qualité au Service d’Analyses Médicales du Centre Hospitalier d’Essos

CaHReF 2016, Yaoundé Conges hall, 23 – 26 August 2016 , PL153

For the hospital reforms with quality of health care as key objective, the Essos Hospital Center is committed to a Quality Approach with the amelioration of Medical Analysis Service staff as its mission. Despite this strategic commitment, many complaints on dissatisfaction and the quality of services rendered still come from this Service.
The study aimed at boosting the level of Quality Approach of the Medical Analysis Service at the Essos Hospital Center and try to highlight efforts necessary to fulfill the requirements of the ISO 15189 Standard. Our hypothesis was that the lack of visibility of this quality could be explained by factors like the difficult communication between staff, resistance to change or ignorance of quality standards. A quantitative and qualitative study was carried out from July to November 2014 on that Service staff. Semi structured interviews were proposed to the head of this Service and a part of the Quality Service Staff, while the Medical Analysis Service staff was audited, 28 in total. Information collected based on the sub-chapters of ISO 15189 Standards, were the subject of a binary rating and statistical analysis through software SPSS 20 and Microsoft Excel 2013.

At the end of this study, that Service had many shortcomings points in with respect to the ISO 15189 standard rating 45,67% either 46,67% for Management requirements, 44,44% for Technical requirements. Management requirements were seen as a weak point under the chapter Preventive action (0,00% compliance). As for the technical requirements, the sub-chapter Quality assurance in analytical procedures was lowest with 23,85% compliance with respect to the reference. All these deficiencies had external causes (Insufficient involvement of management in the implementation of the Quality Approach, Insufficient financial resources, and Non-integration of all quality measures within the Quality Service Strategic Document) and internal causes (Weak communication system, Merging or fusion of several units into a single Service, Insufficient human resources, Incomplete organizational structure and the Resistance to change).

This study helped us to identify several obstacles in the implementation of the Quality Approach, which can lead the Essos Hospital Center in bad repute if significant steps are not considered.

Obstacles, Quality Approach, Medical Analysis Service, ISO 15189 Standard.