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QA requirements for Nuance? - Puzzled

Posted: Feb 13, 2012

Does anyone know what the QA requirements are to be employed in QA with Nuance? I have been transcribing for over 20 years and take pride in the reports that I produce. I have been working for Nuance for about six months now and as this company seems to hold a higher standard of accuracy percentage (98.5% compared to 98% with other companies), I had assumed that their QA department was very experienced. However, after my latest failed audit, I found this to be disturbingly incorrect. Last week, I received an email from my supevisor stating I was being placed back on 100% review of my reports due to failed audit of 96%. When I went to review the reports that were audited, I was completely appauled "corrections" that the QA department had performed on my reports. For example, I had typed a pulmonary consultation and in one of the sentences, the QA person had replaced "coarse breath sounds in the right LUNG." to "coarse breath sounds in the right ARM." and I received a CRITICAL error for this. There were then other "corrections" of similar stupidity made in two other reports. Then, when I reported this to my supervisor, I was told that I needed to "cut and paste" the audit report into an email so that it can be researched, but of course, when I tried to do this, for whatever reason after several attempts with different methods, I was unable to. I asked my supervisor to just look in my audit report herself and she will see the job numbers and mistakes, but for whatever reason, this can't be done. So, not only did I fail an audit due to a QA person who obviously can't understand English (Nuance does outsource to India) but these reports have my name on them and have been sent to the client......any thoughts?

puzzled2 - lizzie

[ In Reply To ..]
I've been with Nuance for 2 months now. I also had a couple reports that QA made mistakes on. Open the Word program first. Then try to copy that section and paste into word. Make sure the job # is on there, add that if you need to. Hope this works for you - I had some trouble with copy and pasting that stuff too.

Thanks but... - Puzzled

[ In Reply To ..]
my supervisor wants me to copy and paste the actual audit report, not the patient's report itself. One think that also puzzles me is the fact that they also have QA employees out of India. I encountered another employee from Nuance who has been having lots of trouble with this.

Try using Ctrl+C to copy and Ctrl+V to paste - ME

[ In Reply To ..]
NM

I did.... - Puzzled

[ In Reply To ..]
....didn't work.

That's what I meant.....the audit report itself. - lizzie

[ In Reply To ..]
It works for me.

That is bull. If you had LUNG and QA put ARM, that is VERY scary. - see message

[ In Reply To ..]
Since you have brought this issue to your supervisor and can't copy as he/she suggests, go over his/her head to someone else. That is utterly horrible that QA made that mistake. No way would I let it "go" and NOT do something about it.

me either. - lizzie

[ In Reply To ..]
YOUR name is on that report.

True your name is on that report, but, believe me, they - see message

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There is a way to tell who typed what. If you had typed lung and it was changed to arm, the report will reflect that. Your only saving grace.

very very scary! - anon

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I agree with the above, it reflects a dismal lack of knowledge about rudimentary skills required for this job, and this person is a QA?? Reminds me of being dinged by QA for typing specific gravity of 1.026 when it was dictated 1026, I was given a critical error for not typing it as 1026.

I am in the process of getting out of this field after 20 years, as are many more, and soon most of those doing reports will be of this level. Scary?? If I need to go to the hospital, or any of my family or friends, I will demand to see my medical records to correct any errors!!

I hope you fought that QA person's error. Specific gravity - is correct at 1.026. QA was incorrect

[ In Reply To ..]
nm

specific gravity QA error - anon

[ In Reply To ..]
Yes, I fought it, and I went round and round also trying to get it corrected, but I did ultimately win. I am also an RN and it really irritates me how some of these QA act so high and mighty when I know more than them! I KNEW I was correct, but proving it sometimes is something else again. In this case, this is also in BOS so I was able to prove it from there.

QA - me

[ In Reply To ..]
I honestly thing they try to pull people without much experience who will work for lower pay. I took the test 3 times and verified my own answers and all 3 they said failed, but without explanation and I know it's garbage. Since foreign run, they are trying to stay cheap. That error is horrible, but I've seen a lot of QA people out there who don't know squat.

try alt C instead and alt V - anonyn

[ In Reply To ..]
There are some programs that use the ALT key instead of the control key. Good luck.

Scares me just thinking about it! - oaf

[ In Reply To ..]
Lord - what if ever goes to court? Who will be liable you, the company or QA. Just think what they may be doing with medications, etc. If your supervisor can't be bothered to REALLY LOOK IN TO THE SITUATION, may be you need to refresh that resume and RUN!!! This is so sad. This type of stuff is probably going on everywhere. It makes us all look bad - and you can bet in the end it will be us (you) who they'll crucify in the end....

I'm less concerned about liability (it's their's) than the - lower QA score = no incentive pay. NM

[ In Reply To ..]
x

Send QA corrections directly - to client

[ In Reply To ..]
"manager of risk" staff member.

Nuance QA - BurnedoutCO

[ In Reply To ..]
My experience exactly with Nuance. It could have been me writing that post. One QA changed "normal" LFTs to abnormal. I fought that one and won but who wants to spend all your time doing that. Even MedQuist was never this bad, in the past anyway.

was this QA or QC.... - sm

[ In Reply To ..]
there is a difference is why I ask...QC is predelivery whereas QA is post delivery...after it has been sent to the client. I am QA and we are not from India...all American, and if what you say is true, FIGHT it! We do get audited too and get reprimanded for mistakes, as we ALL have the same guidelines we have to go by. By our guidelines, those were NOT critical errors. You have to highlight the info and then copy and paste into an email and get it sent to your Team Lead and go over their head if you have to!!

and their names ARE on the report... - sm

[ In Reply To ..]
so they KNOW who changed what....just so you know.

Can you print and either fax or scan it - alana

[ In Reply To ..]
into an email?

Try ALT + PrtScn/Sys Rq which is next to ScrLk up top and to the right above home, page up etc. keys - Anne

[ In Reply To ..]
to capture a screen shot of the item in question. Then open up a Word document and Cntrl V to paste the picture. You might have to zoom out to see the detail. It will print small and not be blown up, but it captures well. When I can't copy and paste, I can capture and paste:D I learned this trick from a tech support person in one of my other MT jobs. Hope this helps!

oops meant to the left (not right) sorry - Anne

[ In Reply To ..]
:D

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