For those who aren't aware, could you explain what it means to be ISO certified?
ISO 15189:2012 signifies our commitment toward quality reports for patients. Some claim that there are other hospitals out there that have received this certification as well but there is a difference. Most hospitals have obtained ISO 9000 which is for management aspects only. Samyak Diagnostic received ISO 15189:2012 certification which is based on both managerial and technical competency. Each test that is run here abides by strict international quality control codes. Our staff and doctors too have received vigorous trainings.
Had it always been your plan to apply for ISO certification?
Yes. 70% of diagnosis is dependent on the lab results but how can Nepalis judge the accuracy of the results? A year or so back when we were working elsewhere we wondered about the factors that would guarantee lab reports. Is it the impressive infrastructure? Is it the hospital's legacy? Or is it the doctor's grey hair, by that I mean his experience? Each, of course, claim that they are the best. But it's rather careless on our part to just take somebody's word on such an important matter. We believe that there needs to be a third party authentication. There are 4000 laboratories in Nepal but who is monitoring them? There have been instances where different labs have come up with different results. There have been cases where operations had to be cancelled because the lab values were wrong. So at Samyuk, we wanted to prove that we took matters of quality control very seriously and a third party accreditation was the only way to do it.
Why aren't other labs aiming to meet the ISO standard?
Making a great first impression at an interview
Many establishments are content that they are getting business without any accreditation. They don't want to bother with extra expenses just to meet the ISO standards. In a way, it's also because the public don't demand the certification. Nepalis, at large, are unaware that it's their right to know where their tests are being carried out and how. In the absence of such knowledge, establishments obviously don't feel the need to upgrade and ensure their quality. Further, I guess there is also the clash of priorities between an establishment's management and technical staff. It's tricky to get both parties on the same page. I know that Dr Sitaram Joshi, Director General of Gunasthar Bibhag was advocating ISO certification. He went to visit many prominent hospitals and labs. But the responses were lukewarm at best. It's a shame because India has been abiding by the ISO standards for almost 30 years now and here we are just starting off.
How has the response of the medical community been regarding your diagnostic center's certification?
Generally the medical community has been supportive and happy about the fact that this could be the start of a more responsible and standardized testing service. People who know about the importance of this accreditation have been incredibly appreciative. Just the other day, an 80 year old lady commented that it was a matter of pride for the country that we Nepalis too can carry out international level quality services. Nevertheless there have also been some naysayers. For example, we were accredited by AERSSC. It's a different body from NABL (National Accreditation Board for Testing and Calibration Laboratories) that accredits labs in India. So there are some who gossip that we got certified by a local body which isn't the same. They believe AERSSC to have inferior guidelines. I have been going around explaining that NABL and AERSSC fall under the same organization that is ILAC. It's a little disappointing to see this kind of pettiness.
Do you believe that this accreditation will help motivate other laboratories to meet the ISO standards as well?
This was actually one of our primary goals. From the moment we officially opened Samyak on September 2014, we followed quality control as per the ISO guidelines. We had the vision that we would apply for it in a year or two. We wanted to spark this trend in the country because it's crucial. Our belief is that, in the long run, every lab should be ISO certified. Nepali public too should be questioning about quality control of their medical tests. From doctors, labs to patients, this will benefit everybody involved. Since our certification, we hear, AERSSC has already received a couple of applications and we couldn't be happier.
So from here on, what are your future plans?
Our long term goal is to provide quality, timely, accurate diagnostics service right here in Nepal so that patients don't have to go abroad. This is a daily occurrence, of course. Many patients are forced to spend a lot of money as well as time and go abroad for a diagnosis. If we can provide the service here, it will not only be convenient for patients but we can also help save a lot of revenue for our country. So in five years, we plan to make sure that most tests can be carried out in Nepal itself. Perhaps we will even start on molecular diagnostics since that's the next big thing.
Do you hope that your success will help promote pathologists around the country as well ?
That's another important thing. Pathologists are incredibly undervalued. I have seen doctors debate that since there are so many sophisticated machines around, the labs might not even require so many pathologists now. I have been told that compared to a doctor's work, my work doesn't have much significance. Even in hospitals, you will often find pathologists in some cramped corner of the basement. This is a huge misconception. Pathology is crucial for diagnosis. A doctor solely relies on lab reports to start the right treatment. Pathologists are the doctors' doctors. On a personal level, I want to make sure the specialty also gets its due credit.
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