333-1_Customer Service_2024

hello everyone welcome back we're in module 3.3 post examination phase and 3.3.3 customer service information the report that we produce from the lab accurate reliable And Timely information is the product that we produce in the lab and this starts with the patient presenting our customer presenting to a health facility a clinic a hospital and a request being made so our processes start with our patient our primary customer and we produce from that request we go through the path of workflow we conduct our processes and we produce information that is then used for clinical decision making

so a Laboratory test can change the way a clinician thinks about a patient this change in thinking can then alter the way the clinician manages the patient this change in patient management can then affect the clinical outcomes for that patient and they can be positive but they can also be negative if there errors in the information provided and this can lead to mortality and mobidity let's look at the path of workflow from a different perspective with the model that you can see on this slide this model really focuses on product realization to provide this service

a path of workflow is followed that contains the three phas phases of the total testing processes the laboratory's customers have requirements that have been communicated with laboratory management for the services provided in a form of an input the request form the laboratory responds to that input by carrying out the path of workflow to produce and output the report for the customer now depending on whether the requirements have been met your customer is either going to be satisfied or dissatisfied now in a customer focused organization product realization begins and ends with the customer and so if

you acknowledge that you are going to design your processes around your customer so the activity is customer service the customer comes first let's take a moment to review our five guiding principles or guidelines for quality assurance focus on the needs of the user focuses on processes to increase the productivity of work use data to improve services use teams to improve quality and improve communication we introduced these in qms one particularly when we're looking at the management tools and here at the very top is focus on the needs of the user customer focus if we go

to the quality management principles which I'm sure we're all familiar with you can see that these principle these principles which form the conceptual foundation for the ISO quality management standards and serve as the basis for the good manufacturing practices good Clinical Laboratory practices and good Laboratory practi practices these quality management principles have at their heart at the very top customer focus so again we are taking the needs of our customer as primary quality indicators one of the key quality indicators that we measure in the lab is customer satisfaction so again you can see that in

the establishment of a quality manage Management System customer focus is always present customer satisfaction is what we want to achieve but just a caution here there is customer satisfaction and there's also customer safety remember that as a lab ultimately not only are we responsible for meeting the services required from us by our customer but we are also responsible for Pro for protecting our customer and so we we always have this complicated relationship between protecting our customer and customer safety so patient safety right so we we keep strugling that I'll give you a good example of

this where in some Labs you have one of our other customers not necessarily the patient but the clinician who in most cases is our primary Customer because they send patients and requests to us where you see clinicians walking in and out of the lab all the time and although from their perspective and from our perspective as the primary customer they feel like they have the right to do so and we feel like we cannot stop them from doing so in case we you know they're not satisfied with our services at the same time we have

to recognize that movement in and out of a space where infectious and hazardous substances are being handled on a day-to-day basis can cause harm to them so whilst we are looking at pleasing our customer we also have to think about their safety so we struggle this fine line where the two are overlapping but they're not identical goals and we have to make sure that we meet both not an easy task so I would like us to stop here before we move on to our activity customer service pause the video this video is going to end

here and you're going to go into your resources and look for the next recording the next recording is a customer services roleplay I want you to just watch that role play and on a piece of paper just note down what you're seeing in terms of the customer service from this lab even take into account the environment of the lab itself note all of these things down the attitudes of the patients the receptionist everybody note it down and then once you have finished watching that role play come to the next recording the third recording where we

will in introduce our Activity thank you