Winter/Spring 2014 Program
Thursday, March 13th, 2014—Day 1
9:45-10:15 a.m.
Registration
10:15-10:30 a.m.
Opening Remarks and Welcome
Angela Mack
WI-CLMA President
10:30-11:45 a.m.
Strategies for Implementation of Laboratory Test Utilization
Ms. Donna Cooper
Cleveland Clinic Laboratories
12:00-1:00 p.m.
Lunch
1:00-2:15 p.m.
CLIA & Individualized Quality Control Plan (IQCP)
Ms. Angela Mack
Wisconsin Bureau of Health Services, Division of Quality Assurance
2:15-2:30 p.m.--Break
2:30 – 5:00 p.m.
The Art of Feedback; Coaching for Change While Preserving
Relationships
Ms. Laura V. Page
Page Management Consulting
Evening—Time TBA
Fawn Creek Winery Tour
Friday, March 14th, 2014--Day 2
7:30 – 8:00 a.m.
Registration
8:00-noon—includes a 30 minute break
How Do You Know How Well You’re Doing?
Quality Indicators for Laboratory Measurement
Ms. Lucia Berte
Laboratories Made Better! P.C.
Meeting Registration and Location
On-Line Registration Information at
www.CLMA.org  Community Calendar Wisconsin CLMA Winter/Spring Meeting
Any registration problems, contact Joann at: jetaylor@dshealthcare.com
$99.00 Member $169.00 Non-members
Chula Vista Resort and Waterpark
2501 River Road, Wisconsin Dells, WI 53965
$99/night for Golf Villa or Jr. Suite or $199/night for 2 Bdrm. Condo
Rate available until March 1st—Note: Rate does not include waterpark access
Call: 1-888-250-1522 and mention WI CLMA, ID C81703
Vendor Sponsors
Arkray
BioRad
Cleveland Clinic Laboratories
Solvera
Rees Scientific
Speaker Sponsors
Cleveland Clinic Laboratories
In appreciation to WI-CLMA Program Committee and members of the Board of Directors for
putting this program together. Special recognition to:
Trinity
Pulvermacher
Travis Hayden
Ron Purkapile
Judy Kostro
Dave Sehloff
Anita Iwanski
Joann Taylor
Ceil Duclon
Angela Mack
Jane Hogan
Cathy Kosler
Donna Jost
Barb Urbaniak
Winter/Spring 2014 Program
Program Objectives and Speaker Bios
Strategies for Implementation of Laboratory Test Utilization
Learning Objectives:
1. Establish the need for appropriate usage of laboratory testing
2. Review current products commercial laboratories are offering to optimize laboratory testing
3. Review potential interventions for optimizing test ordering
4. Outline the process of initiating a test utilization program
Donna D. Cooper, MS, MBA
Donna Cooper is a Technical Product Manager for Cleveland Clinic Laboratories. Prior to working at Cleveland
Clinic, Ms. Cooper worked at ARUP Laboratories for ten years. During her tenure there, she helped develop
and later manage the Marketing Analytics team. Ms. Cooper earned both her MS in Oncological Science and
her MBA with an emphasis in Healthcare Administration from the University of Utah. She began her career in
laboratory science making media for microbiology classes while earning a BA in English from the University of
Oregon.
CLIA and Individualized Quality Control Plan (IQCP)
Learning Objectives:
1. Provide Background & History of CLIA Quality Control
2. Describe the Development of IQCP
3. Present an Overview of Policies and Interpretive Guidelines related to IQCP
4. Describe the Implementation Plan for Individualized Quality Control Plan(IQCP) including Education &
Transition Period
Angela K. Mack MLS (ASCP)CM
Angela Mack is the Licensing, Certification, and CLIA Section Supervisor for the Wisconsin Department of
Health Services. In addition to her CLIA responsibilities for the State of Wisconsin she provides oversight for
the licensing and certification of hospitals, home health and personal care agencies, hospices, and ambulatory
surgery centers. Previously Angela was Laboratory Director at Sauk Prairie Memorial Hospital and Clinics. She
has also worked at Group Health Cooperative as a generalist medical technologist and Gala Biotech as a cell
culture technologist. She earned her undergraduate degree from UW-Madison and has completed graduate
coursework in Health Systems Management from University of Medicine and Dentistry of New Jersey.
The Art of Feedback; Coaching for Change While Preserving
Relationships
Giving feedback is one of the most difficult communication challenges we face as leaders. Not only do we have
to strategize about how to avoid being misunderstood, we also have to deal with a chance of defensive
reactions. Our goal is to master this important responsibility. First we'll carefully consider the question of what
do we really want to give feedback on anyway? Then we'll follow a detailed "map" of a powerful coaching
process which includes what to do if the person being coached becomes defensive, and we'll learn some
techniques for avoiding becoming defensive ourselves. We'll learn how to turn a "talking to" into a genuine
conversation that is far more likely to motivate change. Part of our learning will include analysis of case study
video examples. We’ll review important listening skills and explore an advanced listening skill that is often
helpful when the going gets tough. Our focus will be on informal coaching and praise and not on discipline or
written performance reviews.
Learning Objectives:
1. Know the five most important factors affecting work motivation and performance.
2. Identify the key communication elements needed for feedback to be effective and practice icluding them
in sample statements.
3. Increase self-awareness of our patterns of reactions to difficult communication and learn
4. How to handle defensiveness in ourselves and others.
5. Improve listening skills during feedback conversations.
6. Increase our willingness to carefully plan and deliver feedback messages.
Presentation Agenda:
--The fundamental nature of work motivation and performance.
--Relevant aspects of human interpersonal communication.
--A detailed map of the feedback / coaching process.
--Listening skills review and an advanced listening skill.
--Using questions for coaching.
--Emotional Intelligence and guidelines for expressing feelings strategically.
--Effective praise communication.
Laura V. Page
Laura V. Page has been an independent management consultant for over two decades and has assisted
hundreds of profit and non-profit organizations. Her work focuses on leadership development, team building,
conflict resolution, interpersonal communications and strategic planning. She is a frequent seminar instructor,
meeting facilitator and public speaker. She regularly teaches for both UW-Madison and UW-Milwaukee's
continuing education divisions. Her background includes the position of Manager of Business Counseling for
UW-Madison's Small Business Development Center, and management consultant in Chicago with Ernst &
Young. Laura’s formal education includes a Master’s in Management Development from UW-Madison and a
Master’s in Marketing, a for-credit Certificate in Administration and a Bachelor’s degree in Philosophy from
Northwestern University.
How Do You Know How Well You’re Doing?
Quality Indicators for Laboratory Measurement
What data and information can your laboratory show your organization and external assessors that you are
meeting requirements and making improvements? This workshop presents an effective approach for selecting,
developing, interpreting, and applying information derived from well-designed laboratory quality indicators.
Participants will develop a selected quality indicator using information from CLSI guideline QMS12,
Development and Use of Quality Indicators for Process Improvement and Monitoring Laboratory Quality.
Learning Objectives:
1. Describe an effective approach for implementing a laboratory quality indicator program that meets
regulatory and accreditation requirements
2. Identify meaningful quality indicators for laboratory preanalytic, analytic, and postanalytic processes
3. Use a standardized approach to achieve consistency in indicator development
Lucia M. Berte, MT(ASCP)SBB,DLM; CMQ, CQA(ASQ)
Ms. Berte teaches laboratories how to implement a quality management system for mproving patient safety,
efficiency and effectiveness, and for meeting regulatory and accreditation requirements. She also helps
laboratories write better documents, design more effective staff training and competence assessment
programs, and apply the cost of quality in laboratory operations.
Ms. Berte holds a Bachelor’s Degree in Medical Technology from the University of Wisconsin-Milwaukee and a
Masters Degree in Health Care Administration from Central Michigan University. In addition to being an ASCP
certified medical technologist, specialist in blood banking and diplomat in laboratory management, she is
certified as a quality manager and quality auditor by the American Society for Quality. Her laboratory
experience includes 20 years as the manager of a hospital transfusion service, with the last 10 of those years as
the laboratory’s quality coordinator.
Ms. Berte most recently chaired the CLSI Subcommittee on Quality Management Systems and has been
actively involved in the development of many CLSI quality management guidelines over the past 20 years. Ms.
Berte also served as co-leader for the work group that revised the ISO 15189 international medical laboratory
standard published in 2012. She has authored many articles, chapters, and books, and has presented
numerous lectures, audio conferences and workshops on topics about laboratory quality.