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Chapter 39 : Outreach Considerations and Overall Goals

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Abstract:

Laboratory outreach program can broaden and enhance the scope of services for a hospital laboratory and meet the outpatient needs of the community. This chapter provides the reader with practical, step-by-step guidance on setting up an outreach program. It talks about the initial interest and position assessment; in-depth market and operational assessment and business plan construction. The chapter also discusses ways to implementation plan and evaluate program assessment and growth. It provides examples of letters, forms, graphs, questionnaires, etc., that support guidance. An operational assessment of the facility’s and laboratory’s abilities to provide the types and level of services defined by the prior market and client needs analyses is absolutely necessary to determine the cost and operational impact that the outreach program will have. Final commitment for the outreach program from the facility’s administration must be solicited before implementation can occur. Once the outreach program is up and running, it is time to monitor its performance by developing outreach indicators. The key to the prolonged success and growth of an outreach program is responding quickly to market changes and the needs of the customers. Services and processes must be structured from the customer’s point of view rather than from a traditional, inpatient laboratory viewpoint. Once this is accomplished, the successful laboratory outreach program is an asset not only for the parent facility but also for the community it serves.

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39

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Image of APPENDIX 39.2 Model Letter for Interview
APPENDIX 39.2 Model Letter for Interview

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.3 Model Cover Letter for Market Survey
APPENDIX 39.3 Model Cover Letter for Market Survey

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.4 Model Questionnaire for Interview, Focus Group, or Market Survey
APPENDIX 39.4 Model Questionnaire for Interview, Focus Group, or Market Survey

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.5a Sample Job Description—Administrative Director
APPENDIX 39.5a Sample Job Description—Administrative Director

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.5b Sample Job Description—Administrative Director
APPENDIX 39.5b Sample Job Description—Administrative Director

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.5c Sample Job Description—Administrative Director
APPENDIX 39.5c Sample Job Description—Administrative Director

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.5d Sample Job Description—Administrative Director
APPENDIX 39.5d Sample Job Description—Administrative Director

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.6a Sample Job Description—Operations/Client Services Coordinator
APPENDIX 39.6a Sample Job Description—Operations/Client Services Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.6b Sample Job Description—Operations/Client Services Coordinator
APPENDIX 39.6b Sample Job Description—Operations/Client Services Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.6c Sample Job Description—Operations/Client Services Coordinator
APPENDIX 39.6c Sample Job Description—Operations/Client Services Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.6c Sample Job Description—Operations/Client Services Coordinator
APPENDIX 39.6c Sample Job Description—Operations/Client Services Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.7a Sample Job Description—Logistics/Courier Coordinator
APPENDIX 39.7a Sample Job Description—Logistics/Courier Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.7b Sample Job Description—Logistics/Courier Coordinator
APPENDIX 39.7b Sample Job Description—Logistics/Courier Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.7c Sample Job Description—Logistics/Courier Coordinator
APPENDIX 39.7c Sample Job Description—Logistics/Courier Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.8a Sample Job Description—Billing/Financial Coordinator
APPENDIX 39.8a Sample Job Description—Billing/Financial Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.8b Sample Job Description—Billing/Financial Coordinator
APPENDIX 39.8b Sample Job Description—Billing/Financial Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.8c Sample Job Description—Billing/Financial Coordinator
APPENDIX 39.8c Sample Job Description—Billing/Financial Coordinator

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.9a Sample Job Description—Sales Associate
APPENDIX 39.9a Sample Job Description—Sales Associate

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.9b Sample Job Description—Sales Associate
APPENDIX 39.9b Sample Job Description—Sales Associate

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.9c Sample Job Description—Sales Associate
APPENDIX 39.9c Sample Job Description—Sales Associate

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.9d Sample Job Description—Sales Associate
APPENDIX 39.9d Sample Job Description—Sales Associate

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.10a Sample Job Description—Courier
APPENDIX 39.10a Sample Job Description—Courier

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.10b Sample Job Description—Courier
APPENDIX 39.10b Sample Job Description—Courier

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.10c Sample Job Description—Courier
APPENDIX 39.10c Sample Job Description—Courier

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.11a Sample Job Description—Phlebotomist/Patient Service Representative
APPENDIX 39.11a Sample Job Description—Phlebotomist/Patient Service Representative

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.11b Sample Job Description—Phlebotomist/Patient Service Representative
APPENDIX 39.11b Sample Job Description—Phlebotomist/Patient Service Representative

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.11c Sample Job Description—Phlebotomist/Patient Service Representative
APPENDIX 39.11c Sample Job Description—Phlebotomist/Patient Service Representative

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.11d Sample Job Description—Phlebotomist/Patient Service Representative
APPENDIX 39.11d Sample Job Description—Phlebotomist/Patient Service Representative

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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Image of APPENDIX 39.14 Model Patient Satisfaction Survey
APPENDIX 39.14 Model Patient Satisfaction Survey

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
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References

/content/book/10.1128/9781555817695.chap39
1.Be Ou rGuest. 2001. Disney Editions, New York, N.Y.
2. Collins, J. 2001. Good to Great: Why Some Companies Make the Leap and Others Don’t. Harper Collins Publishers Inc., New York, N.Y.
3. Harris, C. 1988. An Image Analysis of Hospitals in the Austin, Texas, Area Market. Master’s thesis. Southwest Texas State University, San Marcos, Tex.
4. Kotler, P. (ed.) 1987. Strategic Marketing for Nonprofit Organizations, 3rd ed. Prentice-Hall, Inc., Englewood Cliffs, N.J.
5. Magrath, A. J. 1992. The 6 Imperatives of Marketing. American Management Association, New York, N.Y.
6. Nigon, D. L. 1997.Within Your Reach: a Manual for Developing a Laboratory Outreach Program. Clinical Laboratory Management Association, Inc., Wayne, Pa.
7. Romig, D. A. 2001. Side by Side Leadership. Bard Press, Austin, Tex.
8. Rubin, B. (ed.). 1991. The Department of Pathology Outreach Program Proposal. The University of Iowa Department of Pathology, Iowa City

Tables

Generic image for table
Table 39.1

Direct impact of laboratory changes in the current healthcare environment

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
Generic image for table
Table 39.2

“Probability Pipeline” scale for rating prospects

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
Generic image for table
Table 39.3

Minimum information that should be contained in the client profile

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39
Generic image for table
Table 39.4

Outreach indicators

Citation: Harris C. 2004. Outreach Considerations and Overall Goals, p 611-653. 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.ch39

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