2016 – POLQM Fall Conference

Customer Satisfaction and the Medical Laboratory
On October 5, 2016 we (the UBC Program Office for Laboratory Quality Management or POLQM) hosted a one-day conference/workshop on listening to laboratory customers in the medical laboratory. Topics covered included defining who are our customers, capturing their opinions (including complaints, concerns, comments and compliments) and monitoring satisfaction as a Quality Indicator, Speakers included experts from the American Society for Quality, private sector laboratories, public sector health authorities, accreditation bodies, and quality educators, and the new BC Agency for Pathology and Laboratory Medicine. The participants were all from Canada, from Victoria to Toronto and as far north as the Yukon Territories, and from a wide variety of programs and facilities.
  • Customer Satisfaction is The Quality ImperativeCustomer Satisfaction is Patient Safety
  • Customer Satisfaction is Measurable
  • Customer Satisfaction is an Accreditation Essential


“I look forward to the conference next year.”

” Very well done.”

“Great conference. Many thanks for holding this. I am already looking forward to next year’s conference.”