A Process isn’t Efficient if it Doesn’t Work

Darrie Eason, Long Island, NY, recently underwent a double masectomy to save her life from breast cancer she never had. The lab handling her tissue sample accidentaly switched her sample with that of another woman. Eason was told she had cancer, the other woman was told she did not. Doing the sensible thing, Eason got a second opinion- and the Doctor referred to the same bad tissue sample rather than ordering a new specimen taken. The state's report was that “the most likely source of the error” was a process known as "batching", where the lab technicians handle more that one specimen at a time. Eason has hired an attorney and is hoping her lawsuit will help other women, though it can never restore herself. In this day of business process analytics, streamlining, and chasing the dragon of efficiency, we need to remember that a process isn't efficient if it doesn't work. How much money does the lab really save by batching when you factor in attorney fees, court costs, fines and damages? How much money did the second physician save his patient by not ordering another sample taken? Maybe one hour of attorney fees? Don't be cheap when it comes to your processes. Jared Hawk manages blogs on New York CLE and California Continuing Legal Education.