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CUSTOMER SATISFACTION IN LABORATORY:      TIME FOR REALITY CHECK            FELIPE S TEMPLO, JR., MD, DPSP          ANATOM...
CUSTOMER SATISFACTION  I. Objectives  II. Costumer Definition  III. Current Concepts on Consumer Satisfaction  IV. Costume...
I. OBJECTIVES1. To describe perceived factors affecting customer satisfaction   in clinical and anatomic pathology service...
II. WHO ARE THE COSTUMERS?PHYSICIAN          NURSINGCUSTOMER       PATIENTS
III. Current Concepts in Customer SatisfactionMonitoring customer satisfaction is an important and useful  quality improve...
III. Customer Satisfaction in Clinical                              Pathology       6 ELEMENTS OF QUALITY1.   Patient’s sa...
III. Current Concepts in Customer Satisfaction1.College of American Pathologists (CAP)The CAP checklist asks whether ‘refe...
IV. CUSTOMER SATISFACTION IN CLINICAL            PATHOLOGY SERVICE (2007)A. PHYSICIAN AS CUSTOMERQ-Probes Study of 375 lab...
IV. CUSTOMER SATISFACTION IN CLINICAL            PATHOLOGY SERVICEBELOW AVERAGE/POOR RATINGS1. Esoteric test turnaround ti...
OBSERVATIONS1. Over-all, physicians are satisfied with the services of theclinical laboratory2. Monitoring performance and...
RECOMMENDATIONS1. Monitor critical value notifications as part of performance   improvement2. Evaluate ways to improve tur...
IV. CONSUMER SATISFACTION IN CLINICAL                 PATHOLOGYB. NURSING AS CUSTOMER RANKING OF CATEGORY1. Accuracy of re...
IV. CUSTOMER SATISFACTION IN                     CLINICAL PATHOLOGY6. Phlebotomy courtesy toward nursing7. Accessibility o...
OBSERVATIONS1. Laboratories provided the greatest level of satisfaction in the   areas of test results, phlebotomy courtes...
OBSERVATIONS3. Phlebotomy courtesy received generally high mark, but there   was much less satisfaction with phlebotomy re...
RECOMMENDATIONS:1.Laboratory management should not rely on the formal   complaint process to provide an accurate indicatio...
RECOMMENDATIONS3. Provide customer service training to the laboratory employees   to also include raising the level of nur...
IV. CUSTOMER SATISFACTION IN                       CLINICAL PATHOLOGYC. TURN AROUND TIME (2003)  Problems:1.Laboratory tes...
TURNAROUND TIME• TAT DEFINITIONS:1. Order to Draw TAT2. Draw to Receipt TAT3. Receipt to Report TAT- laboratory definition...
OBSERVATIONS1. Laboratories have improved their ability to meet internal   goals2. ED physician perceived that laboratory ...
OBSERVATIONS4. ED physicians believe laboratory TAT delays treatment always,   usually or often.5. There is perceived need...
RECOMMENDATIONS1. Focus the quality improvement initiatives on factors that can   be controlled.2. Develop a schematic of ...
RECOMMENDATIONS4. Old habits, practices and protocols must be investigated and   reasonable changes must be instituted in ...
V. CUSTOMER SATISFACTION IN ANATOMIC PATHOLOGY• A College of American Pathologists Q-probes study of 3065  physician surve...
V. CUSTOMER SATISFACTION IN ANATOMIC                               PATHOLOGY6. Courtesy of secretarial and technical staff...
V. CUSTOMER SATISFACTION IN ANATOMIC                              PATHOLOGYSERVICE CATEGORY WITH BELOW AVERAGE/ POOR RATIN...
OBSERVATIONS1. The highest ratings obtained in this survey were critical   aspects of pathology practice that are essentia...
RECOMMENDATIONS1. Communicate a complete and perhaps expanded information   set at the outset and within a truncated timef...
RECOMMENDATIONS3. Pathology practices may design approaches that cater to   subsets of clinicians whose timely and specifi...
SUMMARY• 1. Customer satisfaction surveys in laboratory are an  attempt to enable the voice of the customer to articulate ...
SUMMARY• 3. To fulfill the goal of customer satisfaction  requires complete and long term commitment to  the process of co...
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Customer Satisfaction in Laboratory.pp

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Customer Satisfaction in Laboratory.pp

  1. 1. CUSTOMER SATISFACTION IN LABORATORY: TIME FOR REALITY CHECK FELIPE S TEMPLO, JR., MD, DPSP ANATOMIC AND CLINICAL PATHOLOGY PHILIPPINE HEART CENTER
  2. 2. CUSTOMER SATISFACTION I. Objectives II. Costumer Definition III. Current Concepts on Consumer Satisfaction IV. Costumer Satisfaction in Clinical Pathology • A. Physician as Customer • B. Nursing as Customer • C. Test Turn around• V. Costumer Satisfaction in Anatomic Pathology
  3. 3. I. OBJECTIVES1. To describe perceived factors affecting customer satisfaction in clinical and anatomic pathology services of the clinical laboratory.2. To describe practical recommendations in the improvement of customer satisfaction in the service of a clinical laboratory.
  4. 4. II. WHO ARE THE COSTUMERS?PHYSICIAN NURSINGCUSTOMER PATIENTS
  5. 5. III. Current Concepts in Customer SatisfactionMonitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories, health care organizations and business in general.A.C. Nielsen: ratings of television and movie media.J. D. Powers: for new automobile quality.
  6. 6. III. Customer Satisfaction in Clinical Pathology 6 ELEMENTS OF QUALITY1. Patient’s safety2. Effectiveness3. Patient centredness4. Timeliness5. Efficiency6. Equity
  7. 7. III. Current Concepts in Customer Satisfaction1.College of American Pathologists (CAP)The CAP checklist asks whether ‘referring physicians and patients satisfaction with the laboratory service have been measured within the past 2 years’.2. Joint Commission on Accreditation of Healthcare Organization The data be collected on the needs, expectations and satisfaction of individual and organizations served.
  8. 8. IV. CUSTOMER SATISFACTION IN CLINICAL PATHOLOGY SERVICE (2007)A. PHYSICIAN AS CUSTOMERQ-Probes Study of 375 laboratories of 10,469 surveys.RESULTS:EXCELLENT1. Quality/ reliability of test results2 Staff courtesy3. Accessibility of laboratory staff4. Accessibility of pathologist5. Critical value notification
  9. 9. IV. CUSTOMER SATISFACTION IN CLINICAL PATHOLOGY SERVICEBELOW AVERAGE/POOR RATINGS1. Esoteric test turnaround time2. Outpatient STAT turnaround time3. Clinical report format4. Critical value notification5. In patient STAT turnaround time
  10. 10. OBSERVATIONS1. Over-all, physicians are satisfied with the services of theclinical laboratory2. Monitoring performance and having a customer focus , asindirectly measured by participation in customer satisfactionprograms, contribute to this level of satisfaction.
  11. 11. RECOMMENDATIONS1. Monitor critical value notifications as part of performance improvement2. Evaluate ways to improve turn-around time for esoteric tests.3. Maintain control of courier services.4. Adopt a customer service based (‘ high touch’) philosophy.5. Treat each physician customer as if you were competing with other laboratories for their business.
  12. 12. IV. CONSUMER SATISFACTION IN CLINICAL PATHOLOGYB. NURSING AS CUSTOMER RANKING OF CATEGORY1. Accuracy of results2. Phlebotomy courtesy toward patients3. Ability to answer telephone questions4. Abnormal results notification5. Laboratory POC support
  13. 13. IV. CUSTOMER SATISFACTION IN CLINICAL PATHOLOGY6. Phlebotomy courtesy toward nursing7. Accessibility of laboratory8. Phlebotomy responsiveness9. Promptly answered phones10. Laboratory management11. Telephone courtesy12. STAT test TAT13. Routine test TAT
  14. 14. OBSERVATIONS1. Laboratories provided the greatest level of satisfaction in the areas of test results, phlebotomy courtesy and notification of abnormal results. Nursing personnel were least satisfied with TAT, laboratory management responsiveness and accessibility and phlebotomy responsiveness.2. ICU and ED which demand a high level of service from laboratories are the least satisfied with the current level of service
  15. 15. OBSERVATIONS3. Phlebotomy courtesy received generally high mark, but there was much less satisfaction with phlebotomy responsiveness, suggesting a targeted opportunity for improvement.4. There was no correlation between satisfactory performance and the rate of complaints per tests performed.
  16. 16. RECOMMENDATIONS:1.Laboratory management should not rely on the formal complaint process to provide an accurate indication of nursing satisfaction with laboratory services.2. Laboratories should conduct monthly meeting with nursing representatives with re-assessment of the content and resultant actions of these meetings.
  17. 17. RECOMMENDATIONS3. Provide customer service training to the laboratory employees to also include raising the level of nursing satisfaction.4. Work with the nursing staff to establish realistic turnaround time standards and a serious examination of pre-analytic, analytic and post-analytic aspects of TAT, can results in a plan of action to improve service and customer satisfaction.
  18. 18. IV. CUSTOMER SATISFACTION IN CLINICAL PATHOLOGYC. TURN AROUND TIME (2003) Problems:1.Laboratory test emergency department TAT has remained at a greater than 1 hour since at least 1965.2. Laboratories have difficulty meeting internally set goals for TAT
  19. 19. TURNAROUND TIME• TAT DEFINITIONS:1. Order to Draw TAT2. Draw to Receipt TAT3. Receipt to Report TAT- laboratory definition4. Draw to Report TAT5. Order to Report TAT- clinician definition TAT goal: percentage of specimen they expected to report within a number of minutes they would allow.
  20. 20. OBSERVATIONS1. Laboratories have improved their ability to meet internal goals2. ED physician perceived that laboratory TAT extends ED length of stay always, usually or often.3. Most common reasons for test delays were linked to collecting and transporting specimen , queuing the tests on an emergency basis and communicating results to the physician
  21. 21. OBSERVATIONS4. ED physicians believe laboratory TAT delays treatment always, usually or often.5. There is perceived need that STAT testing is better served in a dedicated laboratory.
  22. 22. RECOMMENDATIONS1. Focus the quality improvement initiatives on factors that can be controlled.2. Develop a schematic of all steps in the laboratory total testing process and then to overlay all possible changes that can be implemented in an orderly fashion at each of these steps.3. Changes must be considered in staffing and personnel scheduling, equipment purchase and use, and work flow pattern and processes within the hospital as well as within the clinical laboratory of these steps.
  23. 23. RECOMMENDATIONS4. Old habits, practices and protocols must be investigated and reasonable changes must be instituted in the name of improved TAT.5. Staff members need to substitute the time they are spending internally dealing with their frustrations with working together to find and satisfactorily implement solution
  24. 24. V. CUSTOMER SATISFACTION IN ANATOMIC PATHOLOGY• A College of American Pathologists Q-probes study of 3065 physician surveys from 94 laboratories (2006)• RESULTS: Ranking of the Service Category with Excellent/ Good Ratings:1.Quality of professional interaction2.Diagnostic accuracy3.Pathologist responsiveness to problems4.Pathologist accessibility to frozen section5.Tumor board presentation
  25. 25. V. CUSTOMER SATISFACTION IN ANATOMIC PATHOLOGY6. Courtesy of secretarial and technical staff7. Communication of relevant information8. Teaching conferences and courses9. Notification of significant abnormal results10. Timeliness of reporting
  26. 26. V. CUSTOMER SATISFACTION IN ANATOMIC PATHOLOGYSERVICE CATEGORY WITH BELOW AVERAGE/ POOR RATINGS1. Timeliness of reporting2. Notification of Significant Abnormal results3. Communication of relevant information
  27. 27. OBSERVATIONS1. The highest ratings obtained in this survey were critical aspects of pathology practice that are essential to delivering quality patient care.2. The greatest opportunities for improvement were all shown to relate to communication.
  28. 28. RECOMMENDATIONS1. Communicate a complete and perhaps expanded information set at the outset and within a truncated timeframe that anticipates return patient visit schedules.2. Timeliness of reporting should be a divisional goal and specific turnaround time and for specimen types are monitored and shared with staff weekly.
  29. 29. RECOMMENDATIONS3. Pathology practices may design approaches that cater to subsets of clinicians whose timely and specific content demands are made known by this type of survey tool.4. Establish policy that clinicians are notified of significant or unexpected results.
  30. 30. SUMMARY• 1. Customer satisfaction surveys in laboratory are an attempt to enable the voice of the customer to articulate the need for quality improvement in patient care related services.• 2. Setting goal of achieving customer satisfaction requires knowing what services you provide or for which you have accountability and recognize your current state, that is what level of service you currently deliver compared to benchmark goals.
  31. 31. SUMMARY• 3. To fulfill the goal of customer satisfaction requires complete and long term commitment to the process of continuous improvement. A. PLAN APPROPRIATE CHANGES B. MAKE THESE APPROPRIATE CHANGES C. GATHER INFORMATION ON THE EFFECT OF THE CHANGES D. ACT ON THE INFORMATION ABOUT THE CHANGES E. REPEAT THE SAME 4 STEPS PROCESS OVER AND OVER AGAIN

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