Chapter 44 : Outreach: Obstacles to Hospital Outreach and Enhancing Customer Satisfaction

Abstract:

This chapter explains the items that must be in place to compete in the outreach market and why some will conflict with hospital practices and policies. A hospital outreach program needs to operate differently from a hospital laboratory department. The laboratory needs to evaluate the test menu, where testing is performed, and the turnaround time that is available, as well as its management, equipment, and staffing. The chapter discusses how to capitalize on the strengths of the hospital or health system. It focuses on the obstacles that must be overcome as part of a hospital or health system. In most hospital systems capital funding is difficult to obtain, and there is competition for the limited funds. This is why the outreach program must be a priority for the hospital. Finance and Hospital Administration need to be continuously educated about the outreach business and why items are necessary for program success. All hospital laboratories should have a written compliance plan that follows the Model Laboratory Compliance Program. Couriers are the face of the outreach business to the clients. Clients see their couriers daily, and couriers are the only people from the lab they see except when they have a serious problem or during marketing visits. Client Services should be open when the physician office staff begins to arrive in the morning at a minimum. Draw sites and patient service centers will be vital to laboratory outreach success. The chapter explains how to plan the customer service aspects of the outreach program.