CUSTOMER SERVICE: MAKING YOUR CUSTOMERS HAPPY!
Histopathology laboratory services are centered on the patient. Therefore, the satisfaction of the patient
should be of paramount importance to the Medical Laboratory Scientist and other
members of staff.
Quality Control and Quality Management System will fail if it excludes
customer’s satisfaction. In public
medical laboratories, the Servicom unit should be established and saddled with the responsibility of ensuring
customer’s satisfaction on histopathology laboratory services.
Private medical laboratories should have a customer care desk to ensure
that customers are well satisfied at all times.
All members of staff must be committed to this objective. Adequate planning is also important to gather
necessary information from customers who benefit from services so
rendered. Knowledgeable members of the
laboratory or those specifically trained to meet this objective should be
assigned with the responsibility of monitoring customer’s satisfaction.
Calculators,
computers and Internet are requisite tools for the manpower saddled with this
responsibility.
Patient’s
Requirements
Clients
should be provided with:
·
Right
and timely information
·
Good
collection facilities
·
Trained
and available personnel
·
Good
maintenance of laboratory records
How To
Monitor Customer’s Satisfaction
This could be
achieved using:
·
Complaint
monitoring
·
Quality
indicators
·
Internal
audit
·
Management
review
·
Satisfaction
survey
·
Interviews
and focus groups.
A patient’s
complain register should be made available to properly monitor issues that may
arise from this end. The register should
capture:
·
Nature
of complaints
·
Time
·
Patient
refusal
·
Lost
or delayed results
These will
serve as indicators for determining customer’s needs and gathering information
on level of customer’s satisfaction.
NEXT: FACILITIES AND SAFETY
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