| | Eye Glass Quality 2006
Impact
A cooperative relationship between the customer and supplier with monitoring of key processes involved in the production, delivery and service of eyewear products ensures a good quality product.
Aims
1. To maintain a lens accuracy remake rate at less than 2%
2. To maintain a fit and finish remake rate at less than 2.5%
3. To maintain remakes attributed to the optician, patient and prescribing doctor to a rate less than 9.0%.
Benchmark
We have been unable to find published benchmarks regarding product accuracy/quality.
Results
Conclusions
Eyeglass dispensing quality at Gundersen Lutheran for lens accuracy has met or exceeded the 2% aim since Quarter 2, 2002. Remakes for fit and finish and also remakes requested by optician, patient or doctor have been below the target since Quarter 3, 2004.
Next Steps
The monitoring and improvement cycle will continue, with consideration of setting the target lower in the future for fit and finish remakes. The Gundersen Lutheran Optical Goods Continuous Quality Improvement program will continue to be an integral part of performance measurement and management of the fabrication, service, and delivery of the eyewear.
Activity Leader
David G Spencer, BA
Background
Approximately 55% of the population of the United States wear lenses for vision correction. Over 17,000 eyeglass prescriptions are filled annually by the Gundersen Lutheran Eye Department at twelve different locations. Quality of optical goods dispensed has been identified as a key indicator with considerable input into the level of satisfaction patients report regarding the eye care they receive. Gundersen Lutheran Eye Department dispensing opticians assess the eyeglass prescription along with certain visual/lifestyle needs of patients and assist them in optimal frame and lens selection, measurement, and fitting. Lens fabrication is performed by an outside vendor via an automated ordering process.
In 2004 a continuous feedback loop was utilized with the vendor lab with quarterly formal assessments and more frequent ongoing work to maintain the lens accuracy remake rate below 2% and to maintain the fit and finish remake rate below 2.5%.
Methods/Measures
Eyeglass orders received from the optical lens fabrication vendor from January 2002 to December 2006 are included in the denominator. Eyeglass orders processed by the opticians are assigned an order type in the electronic order system and results are tabulated monthly.
Lens accuracy remakes – lens orders returned to vendor for remake that are not within American National Standards Institute (ANSI) established standards that are prescription related as measured through lensometer instrument, which checks lens for power and optical integrity.
Fit and finish remakes – lens orders returned to the vendor for remake with appearance related flaws as seen by naked eye inspection.
Optician remakes – lens orders returned to the vendor for remake because of measuring, ordering, or other errors by the optician.
Patient remakes – lens orders returned to the vendor for remake because of patient changes as determined by our patient satisfaction commitment.
Doctor changes - lens orders returned to the vendor for prescription or other remake as determined by the prescribing doctor.
Acknowledgements
John Sterling, OD
Eye Department Supervisors: Todd McWilliams, Bob Thomsen, Wayne Deans
Jane Robinson, RHIA, Quality Improvement |