Standardization as a Key to Quality

Smith, Kevin

doi:10.12927/hcpap.2009.20928

Cited by 7 publications

(3 citation statements)

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“…Standard operating procedures (SOPs) are typically implemented to standardize safe work practices (Smith, 2009). However, there is often a discrepancy between the prescribed work in a procedure (WAI) and how such work is actually carried out (WAD).…”

Section: Introductionmentioning

confidence: 99%

Navigating operating procedures in everyday work in a petrochemical facility: A comparative analysis of WAI and WAD

Ashraf

Son

Peres

et al. 2021

Proceedings of the Human Factors and Ergonomics Society Annual

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This study proposes a novel coding framework to quantify and categorize the differences between Work-As-Imagined (WAI) and Work-As-Done (WAD) based on the Safety-II perspective. While the Safety-I approach focuses on controlling deviations from Standard Operating Procedures (SOPs) as the solution to prevent incidents, this framework aims to describe and code workers’ adaptive behavior while executing their tasks. The proposed framework checks three attributes for each step; “Skip,” “Order,” and “Action” to help decide if WAI aligns with WAD. The framework was tested by applying it to an actual work environment in a petrochemical facility. Initial findings successfully demonstrated the ability of the framework to describe the differences between WAI and WAD.

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Section: Introductionmentioning

confidence: 99%

Navigating operating procedures in everyday work in a petrochemical facility: A comparative analysis of WAI and WAD

Ashraf

Son

Peres

et al. 2021

Proceedings of the Human Factors and Ergonomics Society Annual

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“… 1 In principle, procedures provide assurance by holding healthcare staff to a minimum standard of practice and controlling aspects of their work that may create patient safety hazards. 2 3 However, the implementation of procedures has had a more limited effect on work practices than anticipated, with studies in hospitals, 4 5 general practices 6 and community pharmacies 7 finding that healthcare staff sometimes deviate from formal procedures in the course of their work.…”

Section: Introductionmentioning

confidence: 99%

When procedures meet practice in community pharmacies: qualitative insights from pharmacists and pharmacy support staff

2016

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ObjectivesOur aim was to explore how members of community pharmacy staff perceive and experience the role of procedures within the workplace in community pharmacies.SettingCommunity pharmacies in England and Wales.Participants24 community pharmacy staff including pharmacists and pharmacy support staff were interviewed regarding their view of procedures in community pharmacy. Transcripts were analysed using thematic analysis.Results3 main themes were identified. According to the ‘dissemination and creation of standard operating procedures’ theme, community pharmacy staff were required to follow a large amount of procedures as part of their work. At times, complying with all procedures was not possible. According to the ‘complying with procedures’ theme, there are several factors that influenced compliance with procedures, including work demands, the high workload and the social norm within the pharmacy. Lack of staff, pressure to hit targets and poor communication also affected how able staff felt to follow procedures. The third theme ‘procedural compliance versus using professional judgement’ highlighted tensions between the standardisation of practice and the professional autonomy of pharmacists. Pharmacists feared being unsupported by their employer for working outside of procedures, even when acting for patient benefit. Some support staff believed that strictly following procedures would keep patients and themselves safe. Dispensers described following the guidance of the pharmacist which sometimes meant working outside of procedures, but occasionally felt unable to voice concerns about not working to rule.ConclusionsOrganisational resilience in community pharmacy was apparent and findings from this study should help to inform policymakers and practitioners regarding factors likely to influence the implementation of procedures in community pharmacy settings. Future research should focus on exploring community pharmacy employees' intentions and attitudes towards rule-breaking behaviour and the impact this may have on patient safety.

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“…Efforts to improve the quality, safety, and efficiency of complex work often call for increasing standardisation of tools, supplies, and procedures as a fundamental strategy (Berwick, 1991; Berwick, Godfrey, & Roessner, 1990; Smith, 2009). In these calls, the benefits of this standardisation are presumed to be commonsensical and intuitively obvious; but the theoretical, philosophical, and socio-cultural aspects of standardisation are generally unexplored.…”

Section: Introductionmentioning

confidence: 99%

Standardisation and its discontents

Wears

2014

Cogn Tech Work

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In discussions of the quality and safety problems of modern, Western healthcare, one of the most frequently heard criticisms has been that: “It is not standardised.” This paper explores issues around standardisation that illustrate its surprising complexity, its potential advantages and disadvantages, and its political and sociological implications, in the hope that discourses around standardisation might become more fruitful.

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Standardization as a Key to Quality

Cited by 7 publications

References 0 publications

Navigating operating procedures in everyday work in a petrochemical facility: A comparative analysis of WAI and WAD

Navigating operating procedures in everyday work in a petrochemical facility: A comparative analysis of WAI and WAD

When procedures meet practice in community pharmacies: qualitative insights from pharmacists and pharmacy support staff

Standardisation and its discontents

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