Complaints and feedback are more than issues to acknowledge, record and close. They are opportunities to understand how the laboratory is experienced by its customers, patients, users and personnel.
Drawing on clauses 7.9 and 8.6 of ISO/IEC 17025 and clauses 7.7 and 8.6.2 of ISO 15189, this webinar explores how complaints and feedback should be received, evaluated, resolved and used to improve laboratory activities and services.
Using the LEAD Laboratory Leadership Model, participants will consider how defensiveness, fear and organisational culture influence the way feedback is received. The focus will be on moving from explanation and defence towards curiosity, learning and meaningful action. A LEAD Laboratory Pulse Assessment will help laboratories evaluate whether feedback is genuinely welcomed, analysed, communicated and transformed into improvement.