Quest Diagnostics 2000 Annual Report Download - page 13

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11
As a company and as individuals, we
accept full responsibility for our
performance and acknowledge our
accountability for the ultimate outcome
of all that we do. We strive for
continuous improvement, believing
that competence, reliability, and
rigorous adherence to process
discipline are the keys to excellence.
In the world of health care, virtually nothing
happens without a laboratory test result. More
than 400,000 people depend on us every day to
give accurate, timely results that drive doctors’
decisions. It is a sobering responsibility, one that
Becky Carpenter and each of our employees
take very seriously.
Patients like Patrick Hinchliffe rely on us to treat
them with care and professionalism. We offer the
broadest access to laboratory services in the
nation, with more than 1,300 conveniently
located walk-in patient service centers like
Becky’s in Colorado Springs, where patients can
have specimens collected. Our more than 3,000
professional couriers transport more than 100
million unique patient specimens each year to
our laboratories from thousands of doctors’
offices, clinics, hospitals, employers’ facilities
and our own patient service centers.
Physicians depend on us to deliver results
quickly and to back those results up with the
expertise of our medical staff. Our laboratory
staff of nearly 10,000 works around the clock to
ensure that test results are completed as quickly
as possible. But giving results doesn’t end there.
If a test result shows a critical value, our more
than 1,400 client service professionals make
outbound calls to get the vital information into
the right hands to speed intervention to the
patient. Our medical staff — more than 250
M.D.s and Ph.D.s — is always available for con-
sultation to help doctors reach a diagnosis or
treat cases with ambiguous or borderline results.
They are experts on reference ranges, follow-up
procedures, and possible reasons for false-posi-
tive or false-negative results, and they are fluent
in recent developments in the medical literature
that affect interpretations.
Each one of our employees is accountable for
giving results.
Value: Accountability
More than
400,000 people
depend on us
to give accurate,
timely results
each day.