Benchmarking of Laboratory Indicators

Benchmarking Program and Laboratory Indicators (PBIL)

The Laboratory Indicator Benchmarking Program (PBIL) helps to reduce costs and promote increased efficiency and productivity

How does it help in the day-to-day of the laboratory?

PBIL is a solution for laboratory management that promotes information for more assertive decisions. The tool improves processes, enhances performance, identifies new opportunities and keeps the organization sustainable.

The information generated by the program encourages decision makers to gain a broader view of the results achieved for the process improvement and laboratory sustainability.

Developed in partnership between the SBPC/ML – Brazilian Society of Clinical Pathology/Laboratory Medicine, Controllab partner since 1977.

Concrete evidence of market process performance

By participating in the PBIL, the laboratory identifies whether the efforts and strategies applied in the processes are competitive with their equals, based on hard evidence. This evidence helps to reduce costs, increase efficiency and productivity.

This is because the program uses benchmarked indicators to measure and compare laboratory performance against market performance.


Data analyzed with impair and safety

The indicators contemplated in the PBIL are correlated in all areas, providing a global and systemic view of the process.

A multidisciplinary team (including statistics) reviews data reported in the program of Controllab, that acts as a third party company, imparting impartiality and confidentiality to reported data.

Controllab follows a code of ethical conduct & compliance integrated with national and international laws for general data protection. The program has a detailed manual and description for the reliability and standardization of information.

historico rastreamento

History and tracking for certifications and accreditations

Traceability in the PBIL system favors transparency for accreditations such as ISO 15189, CAP, PALC, DICQ and others, which require the demonstration of objective evidence that supports and assists the planning, monitoring and evaluation of process performance.

Assess whether your laboratory processes are performed competitively

In the Laboratory Indicator Benchmarking Program, the laboratory has a chance to compare with its equals and see if the actions taken over time are significant in relation to the market.

imagem pbil

Benchmarking program that collaborates with the improvement of the sector

By participating, the laboratory improves the monitoring of indicators and there is greater effectiveness in management, increasing the level of safety for managers, health professionals and patients.

SBPC/ML and Controllab, in partnership with the Laboratory Indicator Benchmarking Program, are collaborating entities in the QUALISS – Qualification Program of Health Service Providers of ANS – National Agency of Supplementary Health.

Broad and comprehensive
indicator scope

Internationally harmonized indicators aligned with IFCC

Goal Setting to Achieve
Determined Goals

Advisory Group of Experts involved in monitoring the program

Comparison between networks
(support or brands)

Integration with LIS providers to simplify data collection

Participant laboratory profiles

                          Some numbers prove the heterogeneity between laboratories, contributing to a robust benchmarking program.

70 %
these are laboratories that perform more than 50,000 exams/month
86 %
they attend the private health network
14 %
they attend the public health network
69 %
these are independent laboratories
31 %
these are laboratories based in hospital or blood bank




bg mapa pbil

Ally in times of crisis management

In times of crisis management, such as the one caused by the Covid-19 pandemic, the Laboratory Indicator Benchmarking Program (PBIL) becomes an ally to managers.

In order to maintain reliable processes, avoid impacts on the quality of the results and protect the reputation of the institutions, the data obtained in the PBIL were fundamental to guide the managers’ decision. Having the measurement and knowledge of the weaknesses and strengths of the laboratory, were determining factors for agile decisions, amid scenarios of uncertainty.


Program operation

Monthly, laboratories receive benchmarking from data reported or obtained directly from the Laboratory Information System (LIS).

Upon registration, the laboratory receives a password to access to the Online System on the Controllab website.

Quality and Sustainability for the Laboratory

Partinership with LIS companies

LIS developers integrate laboratory systems with PBIL to reduce data collection complexity and improve access to information, promoting faster process processes and reliability of real-time decision-making information.


it lets you focus on benchmarking results analysis




reduce data
collection failures


time in raw
data monitoring


Some developer companies, in addition to integrating LIS, promote the indicators in their systems to contribute to laboratory sustainability. These companies are PBIL partners.


"We see integration of the laboratory system with the PBIL as a great possibility for smaller labs to have easier access to indicators as they have more investiment difficulties".

Paulo Alexandre Simões Diretor Operacional - Confidentia


"The biggest benefit Karyon achieved is that it provides our customers with a comparative analysis of laboratory efficiencyint his increasingly competitive market".

Durval Belém Director Comercial - Karyon

“Whenever we can provide solutions that contribute to the development of the laboratory sector, through our specialty, we know we are on the right path! We are happy with the results, because, in addition to the great benefit for the Diagnostic Medicine sector, we have the commitment of these partners at all times!”.
Silvia Yano Marketing Manager - Matrix.


"Access to information and the power to facilitate informed decision making is the greatest value our partnership makes possible".

Armando Buchina CEO - Pixeon



Controllab offers complete solutions for quality and assertiveness of results.
These solutions facilitate recognition for accreditation processes and regulatory bodies.

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Controllab e Matrix promovem webinar com foco no Benchmarking de Indicadores

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Solicite o serviço de Benchmarking e conte com indicadores que promovem resultados efetivos para o laboratório.

Gestão de Recursos

  • Índice de manutenção corretiva
  • Tempo médio entre falhas: Equipamentos de bioquímica (MTBF)
  • Despesa com pessoal
  • Distribuição de despesas: Área física e recursos, Secundárias, Equipamentos, Materiais, Pessoal, Serviços e Transporte
  • Glosa geral e por operadora
  • Absenteísmo
  • Horas trabalhadas por funcionário
  • Produtividade pessoal: Geral, Anatomia Patológica e Citopatologia, Faturamento, Recepção, Recepcionista, Técnica, Coletador próprio e franqueado
  • Rotatividade: Geral e Recepção
  • Treinamento: Cumprimento de carga de treinamento prevista, Eventos de capacitação, Horas de treinamento externa e interna
  • Eficiência do LIS: Episódios e Tempos de queda de sistema e Efetividade de liberação de resultados por auto verificação
  • Gestão Organizacional

  • Manifestações de clientes recebidas e respondidas
  • Satisfação de clientes: Pessoa Física e de médicos
  • Net Promoter Score (NPS)
  • Participação em pesquisa de Net Promoter Score (NPS)
  • Indicadores de Processos

  • Erro de armazenamento: Armazenamento incorreto antes da análise
  • Erro de transporte: amostras transportadas em temperatura incorreta, amostras com tempo excessivo de transporte, amostras avariadas durante o transporte e amostra não recebida
  • Erro de coleta: Recipiente Incorreto, Volume Insuficiente, Proporção Incorreta do Volume de Amostra/Anticoagulante, Amostra Incorreta
  • Amostras Coaguladas
  • Contaminação: Amostras da microbiologia, Amostras de hemocultura e Amostras de urocultura
  • Hemólise: Amostras em geral e na área de bioquímica
  • Amostras com menos de 2 identificadores relacionados ao paciente
  • Amostras com erro na identificação do paciente
  • Amostras não identificadas
  • Requisições com erro na identificação do paciente
  • Exames incorretamente adicionados e que não estavam na requisição médica: Pacientes não internados e internados
  • Exames não cadastrados: Pacientes não internados e internados
  • Nome incorreto do exame: Pacientes não internados e internados
  • Coleta em tempo inapropriado
  • Requisições médicas inapropriadas relacionadas a questões clínicas informadas: Pacientes não internados e internados
  • Requisições médicas sem questões clínicas: Pacientes não internados
  • Requisições médicas não inteligíveis: Pacientes não internados e internados
  • TAT Fase pré-analítica (por exame)
  • Erros de transcrição de resultados por falha do LIS
  • Erros em transcrição manual de resultados
  • Ensaio de Proficiência: Desempenho inadequado relacionado a causa previamente tratada
  • Ensaio de Proficiência: Desempenho inadequado
  • Controle Interno: Testes com resultados fora das especificações
  • Controle Interno: EA por Exame, EA por Exame/Equipamento e EA por Reagente/Lote
  • Produção técnica por exame e por equipamento
  • Tubos coletados por paciente: Geral e estratificado por tipo de tubo
  • Exames por tubo: Geral e estratificado por tipo de tubo
  • TAT Fase analítica (por exame)
  • Laudos não acessados
  • Índice de comentários interpretativos em laudo
  • Laudos Incorretos
  • Insucesso na comunicação de resultados críticos
  • Comunicação de resultados críticos com atraso: Pacientes não internados e internados
  • Tempo médio para comunicação de resultados críticos: Pacientes não internados e internados
  • Atraso de resultados: Paciente não internados
  • TAT Percentil 90: INR, Potássio, Troponina e WBC
  • TAT Global (por exame)
  • TAT Fase pós analítica (por exame)
  • Recoleta: Geral e estratificada, Pacientes não internados e internados
  • Resultados incorretos liberados
  • Acidente com perfurocortante
  • Acidente de trabalho: Geral
  • Indicadores Demográficos

  • Entrega de laudo: Por e-mail, por web, no domicílio, por telefone ou fax e retirado no laboratório
  • Exames por paciente Geral e estratificado por público, particular e convênio
  • Públicos atendidos, Pacientes não internados e internados
  • Sistemática de coleta: Pacientes próprios, de terceiros e de franquia
  • Terceirização
  • Ticket médio
  • Volume de exames: Particular, operadora, rede pública e cortesia
  • Request the benchmarking service and count on indicators that promote effective results for the laboratory.

    Resources Management

  • Corrective maintenance index
  • Mean time between failures: Biochemistry equipment (MTBF)
  • Staff expenses
  • Distribution of the expenditure
  • Disallowances general and by operator
  • Absenteeism
  • Hours worked
  • Personal Productivity: General, Pathological Anatomy and Cytopathology, Billing, Reception, Receptionist, Technique, Own and franchised collector
  • Rotativity: General and Reception
  • Training: Enforcement of planned training load, Training events, Hour of training and Internal training
  • LIS Efficiency: Episodes of system crash, Self-Check Results Efficiency and Times of system crash
  • Organizational Management

  • Received and responded Customer Manifestations
  • Customer Satisfaction: Individual and Physician
  • Net Promoter Score (NPS)
  • Participation in research of Net Promoter Score (NPS)
  • Process Indicators

  • Storage error: Incorrect storage before scanning
  • Transport error: Samples damaged during transport, Samples with excessive transport time, Samples transported at incorrect temperature
  • Collection Error: Incorrect container, Volume Insuficiente, Proporção Incorreta do Volume de Amostra/Anticoagulante, Incorrect Sample
  • Coagulated Samples
  • Contamination: Samples of microbiology, Hemoculture samples and urine culture samples
  • Hemolysis: Samples in general
  • Samples with less than 2 patient-related identifiers
  • Samples with error in patient identification
  • Unidentified samples
  • Errors in patient identification
  • Tests incorrectly added and not included in the medical requisition: Non-hospitalized and hospitalized
  • Exams not registered: Non-hospitalized and hospitalized
  • Incorrect exams name: Non-hospitalized and hospitalized
  • Collection in inappropriate time
  • Inappropriate medical requests related to informed clinical issues: Non-hospitalized and hospitalized
  • Medical requests without clinical questions: Non-hospitalized
  • Non-intelligible medical requests: Non-hospitalized and hospitalized
  • TAT preanalytical by exams
  • Transcription errors of results due to LIS failure
  • Errors in manual transcription of results
  • EP: Inadequate performance related to previously treated cause
  • EP: Inappropriate Performance
  • CI: Tests with out-of-specification results
  • Internal Control: EA per exam, EA per exam/Equipment and EA per reagent/batch
  • Technical production by exam and by equipment
  • Tubes collected per patient: General and laminated
  • Tube exams: General and laminated
  • TAT analytical phase by exams
  • Unpublished reports
  • Index of interpretive comments in report
  • Incorrect reports
  • Failure to communicate critical results
  • Communication of late critical results: Non-hospitalized and hospitalized Patients
  • Average time for reporting critical outcomes: Non-hospitalized and hospitalized Patients
  • Delayed Outcomes: Non-hospitalized Patients
  • TAT: INR, Potassium, Troponin and WBC
  • TAT Global by exam: General
  • TAT post-analytical phase by exams
  • Recollect: General, Non-hospitalized and hospitalized Patients
  • Incorrect results released
  • Accidents with sharps
  • Accident at work: General
  • Demoraphic Indicators

  • Report delivery
  • Exams per patient
  • Audited publics
  • Collection systematics
  • Outsourcing
  • Average ticket
  • Volume of exams
  • Como interpretar o resultado no gráfico Box plot?

    Para formar o Box plot, todos os dados enviados são ordenados em ordem crescente e os quartis são definidos da seguinte forma: o segundo quartil, que representa a mediana (50% dos dados) é onde se encontra o dado central, ou seja, há metade dos resultados que são inferiores e outra metade que são superiores a este. Com a metade dos dados inferiores, é feito o mesmo procedimento, ou seja, o elemento central representa o primeiro quartil (25% dos dados) e o mesmo ocorre com os dados superiores, definindo-se assim o terceiro quartil (75% dos dados).

    Junto a cada gráfico, há uma tabela com o número de participantes que contribuíram para a construção do gráfico, a mediana, 1º e 3º quartis e os valores mínimo e máximo, conforme a segmentação adotada.

    O posicionamento do laboratório frente ao mercado é sinalizado no gráfico Box plot com um círculo vermelho.

    Ao analisar o gráfico, é importante verificar inicialmente onde o seu resultado se encontra e definir internamente se é necessário tomar alguma ação interna para melhoria desse resultado. Se seu resultado for um outlier (muito diferente dos demais), é importante conferir os dados fornecidos para ter certeza de que não houve erro de reporte de dados.

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    PRM 0009

    Accreditation Cgcre/Inmetro - Certified Reference Material Producer

    Controllab has been accredited as a Certified Reference Material Producer (MRC) since 2016 by Inmetro’s General Coordination for Accreditation (CGCRE), under the PMR 0009 number. The assessment of this conformity is carried out according to the requirements established in ABNT NBR standards ISO 17034 and Inmetro, thus ensuring competence for the production of MRCs, according to the Scope of Accreditation.

    CAL 0214

    Accreditation Cgcre/Inmetro - Calibration Laboratory

    In December 2002, the Calibration Laboratory was accredited by Inmetro’s General Coordination for Accreditation (CGCRE). With this recognition, it became an integral part of the Brazilian network of accredited laboratories, under nº214. Since then, it is periodically evaluated for the maintenance and/or extension of accreditation.

    Cgcre is signatory to the Mutual Recognition Arrangements of the International Laboratory Accreditation Cooperation (ILAC) and Interamerican Accreditation Cooperation (IAAC).

    PEP 0003

    Accreditation Cgcre/Inmetro - Proficiency Test Provider

    In September 2011, Controllab was accredited by Inmetro’s General Coordination for Accreditation (CGCRE) as a proficiency test provider, under nº PEP0003. Initially as part of a pilot project by Inmetro, this accreditation was based on ILAC G13: 2007 and included several clinical and hemotherapy tests. In the periodic evaluations of this accreditation, new segments and tests are included and the evaluation is now conducted according to ABNT NBR ISO/IEC 17043.

    This accreditation attests to Controllab’s technical competence to develop and conduct proficiency tests in accordance with international requirements and enables it to be recognized in other countries, in accordance with mutual recognition agreements signed by Brazil in Mercosur, the Americas and Europe.

    Cgcre is signatory to the Mutual Recognition Arrangements of the International Laboratory Accreditation Cooperation (ILAC) and Interamerican Accreditation Cooperation (IAAC).