The laboratory has many clients and the needs of all must be carefully addressed. A central figure in the client list is the physician or health care provider. The initial request for service originates with this person, and the laboratory staff generally identifies the ordering physician as the primary client. Remember that in a hospital setting, the health care provider will be assisted by many other people, including nurses, medical assistants, phlebotomists, and secretaries or clerks. These vital hospital personnel should also be considered clients of the laboratory, and their needs must be considered.
Another important client for the laboratory is the patient, usually including their family. Family members may play a very important role in patient management, and may help with sample collection and transport.
When laboratory testing is being performed to meet a public health need, public health officials or workers become clients of the laboratory. The laboratory is a critical partner in surveillance, disease detection and prevention, and other public health programs. Laboratories need to meet the needs of the public health workers in addressing problems. They sometimes need to share information without compromising the confidentiality of the patient.
The community in which a laboratory works also has expectations. The community needs to be assured that the laboratory will not create a risk for workers, visitors or the public. In many countries, laboratory tests can only be ordered by a licensed health care provider—a physician, nurse or dentist. In some countries, laboratory tests can be ordered by the patient directly without referral from a physician or nurse. Some patients do not have the knowledge or expertise to order the right test or to interpret results. Laboratory personnel may have to provide assistance in test selection and interpretation.
International standards usually require that any laboratory clearly identifies itself to the public, giving assurance that an identified person is in charge and accessible. At a minimum, every laboratory must make public a laboratory name and address, and the name of the director, including relevant contact information.
The health care provider expects to have access to accurate, clinically relevant information that can be understood and used in a timely manner. Health care professionals need assurance of laboratory responsibility throughout the testing process, including pre-examination steps, the testing process itself and the post examination process.
In the pre-examination phase, physicians will be particularly interested in the test menu. They benefit from an accurate collection manual, requisition forms that are complete but user friendly, and a timely delivery system.
For the testing or examination phase, physicians would like to be sure of working with competent personnel. They need to know that the test methods being used have been validated, and that testing is done with good process control and with quality control procedures in place. Appropriate management of all adverse occurrences or errors will significantly affect physician laboratory use. The physician looks to the laboratory to do an excellent job in managing the post-examination steps, as these are critical to receiving the results of testing. A solid laboratory information system, a method for results verification, and for delivering timely and interpretable results to the right place, are all important.
The patient expects to receive personal care, keeping in mind comfort and privacy. He or she also expects to be assured that the testing has been done correctly and properly, and provided to the health care provider in a timely manner.
The laboratory actions needed to meet the patient requirements include:
- Providing adequate information, both for collection of a specimen, and also information about the laboratory;
- Providing good collection facilities;
- Having available trained and knowledgeable personnel—personnel should know how to collect a sample properly, and should be trained to be courteous to all patients;
- Giving assurance that the laboratory records are maintained properly so that they can be easily retrieved,
- Giving assurance of protection of the confidentiality of the records.
Public health professionals have the same needs as health care providers, requiring that all parts of the pre-examination, examination and post-examination processes are carried out properly. They may need special kinds of information in dealing with an outbreak or epidemic, such as specific collection processes or forms designed for the particular project or investigation. Public health officials will also be particularly concerned with safety issues and containment of infectious material.
Food manufacturers and producers, and water plant managers will need information from the laboratory to help them comply with their specific quality requirements.
The community in which a laboratory does its work expects that dangerous materials will be kept within the confines of the facility, and that the laboratory will protect their own workers from risk. The community should be aware of communicable disease alerts, and surveillance and response activities.
The laboratory is responsible for assuring safety and security, for containment of any infectious materials, for dealing appropriately with waste management, and for following all regulations for the transport of dangerous goods.
All clients benefit when a laboratory chooses to put in place a quality system and to seek recognition that it is accredited to the highest standards. This provides assurance that the laboratory is following quality practices, and that the results it produces are accurate and reliable.
Good customer service provides:
- Valuable information for best patient care
- Valuable information to improve surveillance and other public health actions
- A professional image for the laboratory.
Customer service is an integral part of a quality management system.