Study this materials and list more difficult and critical thinking MCQ questions with answers: Methods for

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In order to understand whether client needs are being met, the laboratory

will need to employ tools for gaining information. The laboratory needs to

actively seek information from customers, rather than just waiting for

customers to contact the laboratory with a complaint.

Important information on customer satisfaction may be obtained using:

$$ complaint monitoring

$$ quality indicators

$$ internal audit

$$ management review

$$ satisfaction surveys

$$ interviews and focus groups.

The monitoring of customer service$/$satisfaction is part of the continual

improvement performed by the laboratory.

When the laboratory is contacted about a problem, this can provide

important and helpful information. All such complaints should be

thoroughly investigated, and remedial and corrective action taken.

However, remember that received complaints may reflect only the $$tip of

the iceberg$$ because many people do not complain. The laboratory

cannot use received complaints as the only means of assessing customer

satisfaction.

Quality indicators are an objective measure of laboratory practices.

Indicators can be developed that look at complaints, timeliness, patient

refusals, lost or delayed laboratory reports, as examples. When these

indicators are being monitored, information about customer needs and

satisfaction will be acquired.

When the laboratory conducts internal audits, some aspects of laboratory

practice that affect patient satisfaction can be examined. Examples might

include turnaround times, always of great concern to physicians or health

care providers.

All findings from these investigations should be very carefully reviewed

by management and followed up with appropriate action.