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Chapter 21 : Effective Communication in Laboratory Management

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Abstract:

This chapter describes the importance of effective communication to laboratory management; identifies the recipients of laboratory communication and discusses the means and methods of communication. Communication and information flow or transfer is very complicated. Information must be exchanged between internal departments, external departments, external vendors and regulators, and the laboratory’s clients (customers). Management should have a communication strategy-a plan that is used whenever the laboratory has information that it wants to disseminate. As nurses, physicians, patients, patients' families, and the institution's management begin to recognize the laboratory management, additional impromptu communication will occur. Laboratory management should attend social events to get feedback about their services and the effectiveness of their communication. The laboratory’s organizational structure is based on the disciplines of pathology and laboratory science and is not always conducive to an open flow of information. Entities external to the organization include insurance companies, the federal government, accrediting agencies, competitors, and others. Effective communication is a critical skill that is needed by laboratorians to ensure effective delivery of laboratory services. It must be bidirectional between the laboratory and its customers, clients, and members of the organization’s hierarchy.

Citation: Passiment E. 2004. Effective Communication in Laboratory Management, p 391-396. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch21

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References

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Tables

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Table 21.1

Elements of a communication plan

Citation: Passiment E. 2004. Effective Communication in Laboratory Management, p 391-396. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch21
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Table 21.2

Methods of communication

Citation: Passiment E. 2004. Effective Communication in Laboratory Management, p 391-396. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch21
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Table 21.3

Elements of a formal proposal to change laboratory services

Citation: Passiment E. 2004. Effective Communication in Laboratory Management, p 391-396. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch21

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