Solutions for Common Service Recovery Challenges - Insights

Despite our best efforts, customer service failures do happen, but good service recovery tools can turn failures into positive customer experiences.

Three core elements of exceptional customer service - Insights

Excellent customer service flows from three foundational elements: organizational alignment, engaged employees, and the right systems and facilities.

Creative approaches to laboratory outreach staffing - Insights

In a constrained staffing environment, how can an outreach program effectively meet customer needs? Through creativity, collaboration, and shared services, there can be multiple solutions to provide the support needed by the laboratory...

Managing off-site phlebotomy: Considerations, coordination, and convenience - Insights

As the phlebotomist ventures farther from the hospital or formal outpatient setting, there are many new facets to consider. Remote phlebotomy is a patient-focused activity and can be a successful attribute for an outreach program when...

Five Steps to Optimizing Your Outreach Test Menu - Insights

With changes in technology, medical practice, and market trends, and the expansion of health system services, the laboratory test menu can be ever in flux. It is essential that the laboratory test menu keeps up with trends, remaining...

Is the term "outreach" obsolete? - Insights

In a competitive outpatient testing market, choosing a laboratory is discretionary. With the goal of becoming the laboratory of choice for discretionary outpatient testing, it no longer matters if it is called “inreach” or “outreach.” While...

Preparing a customer performance update report - Insights

Depending on the types of specimens that are referred to the outreach laboratory, there may be an opportunity to share a customer performance update report with the client so that they can align with, or even develop their own laboratory...

Managing patient expectations for home specimen collection - Insights

When patients are tasked with collecting specimens at home, the procedure can require special timing, collection steps, or storage conditions. If these aren’t clearly communicated to the patient beforehand, it can lead to confusion and...

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