Physician Satisfaction with Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 138 Institutions (Cap Laboratory Improvement Programs) (Survey)

Physician Satisfaction with Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 138 Institutions (Cap Laboratory Improvement Programs) (Survey)

A high-quality organization meets customers’ needs. Clinical laboratory managers often assume they know what customers want (accuracy, precision, speed, economy, etc) and set out to directly measure laboratory performance in each specific area. Another approach to measuring quality is to assess customer satisfaction with services without making any assumptions about the relative importance of specific functions. Each approach to assessing quality has advantages. Direct assessment of accuracy, precision, and turnaround time helps managers understand whether local performance is improving and how it compares to published norms. The quality of processes can also be examined in great detail: the turnaround time for troponin tests, for example, can be measured separately from the turnaround time for potassium tests. On the other hand, measurement of customer satisfaction brings customer preferences into the quality assessment process and corrects for mistaken assumptions about which particular aspects of service customers value most.

Physician Satisfaction with Clinical Laboratory Services: A College of American Pathologists Q-Probes Study of 138 Institutions (Cap Laboratory Improvement Programs) (Survey)

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