.: Palmer Analytical Services :.

Quality Assurance

Quality is of utmost importance at Palmer Analytical Services. It is a process and goal that permeates every department and technical section within Palmer Analytical Services, from client services to hepatitis and retroviral testing. Quality improvement, required by the College of American Pathologists (CAP), is used at Palmer Analytical Services to improve patient care and to address the needs of its clients. Through constant monitoring and with a focus on continual improvement, Palmer Analytical Services ensures that clients are satisfied with the service they receive.

To achieve and maintain high standards, Palmer Analytical Services's Quality Assurance (QA) program monitors more than 900 indicators each month. These address the quality of Palmer Analytical Services's assays, as well as pre- and post-analytical aspects of testing. Example indicators include: accuracy and clarity of laboratory reports; appropriateness of samples, labeling, and transport conditions; assay precision; client interaction and consultation; compliance with policy and procedure; patient outcome; and turnaround time.

Palmer Analytical Services views quality assurance as the natural cornerstone to continuous improvement. By utilizing the data generated by QA indicators, combined with internal and external customer needs assessments, Continuous Quality Improvement (CQI) uses client and employee involvement to improve critical processes. The goal is to define and meet the needs of Palmer Analytical Services's complex customer base. CQI allows Palmer Analytical Services to constantly reevaluate and improve customer service.

Palmer Analytical Services is committed to providing the highest quality service to its clients in full compliance with all federal, state, and local laws and regulations. This commitment applies not only to technical operations, but also to business operations, including marketing practices and billing. Palmer Analytical Services seriously evaluates its ethical conduct to ensure that it complies with all laws that affect its business.

Palmer Analytical Services's quality process provides many personalized services for clients, the most valuable being the client quality assurance report. This report contains documentation of process variance, ranging from inappropriate submissions, order issues, and sample handling aspects, to reporting. The data provides a joint improvement opportunity for Palmer Analytical Services and its clients.

The Quality and Compliance Department assists clients with the development of their own quality process, primarily through lectures, workshops, and telephone consultation. It also assists clients with accreditation and licensure. The staff openly shares any of Palmer Analytical Services's QA forms, indicators, methodology development, or validation. It also assists clients in interpreting laboratory regulations.