Quest Diagnostics 2002 Annual Report Download - page 10

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8QUEST DIAGNOSTICS
Quest Diagnostics phlebotomists collected specimens from approximately 35 million patients in 2002
HARVEY LIT, Phlebotomist
Phlebotomists do far more than just draw blood. Harvey’s
commitment, and that of our more than 6,000 skilled
phlebotomists, is demonstrated by the personal and professional
care they provide to patients.
As a family physician, Dr. Roy Berkowitz-Shelton doesn’t have time to
worry about the performance of his diagnostic testing provider. At
Quest Diagnostics, we are committed to ensuring that our laboratory
network is easy for physicians to use for all of their testing needs,
checking everything from patients’ cholesterol levels to their blood
counts and glucose tolerance.
With the broadest access to local testing services in the country, we
can provide results overnight in most cases. Patients can visit one of
our more than 1,700 conveniently located patient service centers to
have their specimens collected by an experienced phlebotomist.
Doctors require frequent and clear communications to prevent simple
problems. What kind of test tube should be used for an esoteric test,
like a Heptimax™ hepatitis C viral load? (Collect 4 milliliters of blood
in a sterile white-top tube, then centrifuge.) Should the sample be
frozen? (Yes.) Our customer service representatives provide prompt,
accurate answers to thousands of similar questions every day.
Our commitment to Six Sigma quality, or virtual perfection,
differentiates our capabilities across the board, from reducing patient
waiting times for blood draws to improving the accuracy and
timeliness of our invoices.
Our commitment is grounded in our more than 35,000 dedicated
employees. Consider Quest Diagnostics Phlebotomist Harvey Lit. He
does much more than draw blood. Through conversation with
patients, he sometimes discovers worthwhile information that can
benefit their health condition. On one occasion, Harvey learned that
the woman whose blood he was drawing had fallen the night before.
He suggested that the patient be evaluated right away by her physician,
Dr. Berkowitz-Shelton. “She had a heart rhythm problem that was
potentially life-threatening,” explains the doctor. “By taking a personal
interest in the patient, Harvey was able to do much more than draw the
specimen – he enabled me to make a critical medical intervention by
caring enough to find out vital information from my patient.”