Customer Service

• Program for improving customer satisfaction requires?

  commitment from all staff, planning, knowledge of monitoring tools, resources
• Who is Responsible for Customer Service?

  Everyone in the laboratory
• who are the clients in the laboratory?

  Patients, Public health, Community, Physicians/healthcare provider
• The laboratory shall be legally identifiable by?

  name, address, director, and contact information
• Physician Requirements?

  Accurate information, Interpretable Information, and Timeliness
• 3 Actions to Meet Physician Requirements?

  Pre examination, Examination, Post examination
• Actions to Meet Physician Requirements in Preexamination?

  test menu, collection manual, requisition forms, timely delivery system
• Actions to Meet Physician Requirements in Examination?

  competency assessment, test validation, quality control, quality assessment, sample control, process management, and occurrence

  management
• Actions to Meet Physician Requirements in Postexamination?

  laboratory information system, results verification, timely results, interpretable results, timely delivery, and accurate delivery
• Patient Requirements?

  Information safety, comfort privacy
• Actions to meet patient requirements?

  provide collection information, provide collection facilities, trained and knowledgeable personnel, confidentiality of records and maintenance of records
• Provide information for patients?

  laboratory address and location, hours of operation, bilingual/ multilingual staff
• Collection Requirements?

  patient identification, patient preparation, type of sample required, type of container needed, labeling, special handling, and safety precautions
• Public Health Requirements?

  Information Materials and safety containment
• Meeting the Community, Public Requirements in the Laboratory?

  Communicable disease alert, surveillance,

  and response, Safety, Security, Containment, Transport of dangerous goods, Waste management
• Good customer service provides?

  valuable information for best patient care, valuable information to improve surveillance and professional image of laboratory
• Methods for Assessing Customer Satisfaction?

  complaint monitoring, quality indicators, internal audit, management review, satisfaction surveys, interviews, focus groups
• Received complaints may reflect only the “Tip of the Iceberg”
• Customer surveys are a requirement of

  quality management systems?

  ISO 9001
• Customer surveys?

  planned, organized, pre-tested, no leading questions, unbiased, and analyzed in a timely manner
• Survey Interview Tips?

  write out questions in advance, ask specific questions and an open-ended question
• When conducting focus group discussions,

  consider?

  using small groups of 8-10 people, including people with diverse backgrounds and laboratory needs, start by asking questions that build trust, develop a focus group guide for consistency

  between groups and ask only open-ended questions