Quest Diagnostics 2003 Annual Report Download - page 11

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9
GIVING PATIENTS WHAT THEY WANT
We earn our customers’ trust by making
critical laboratory services easy to access and
convenient to use.
Quest Diagnostics offers the greatest access for
patients to laboratory services with almost 2,000
conveniently located patient service centers across
the country. Through our ongoing relationships with
most major managed care organizations, we provide
members of health plans access to high quality
laboratory services.
Friendly and skilled phlebotomists make it convenient
for patients to have their specimens collected. We
continue to improve the patient experience in our patient
service centers. For example, in 2003, we introduced
flexible advance scheduling in certain locations to
shorten patient visits and also accommodate patients
with special needs, such as infants and the elderly.
Our commitment to Six Sigma quality has helped us
improve service levels by focusing on giving patients
what they want – prompt, courteous access to patient
service centers and customer service representatives.
Almost 40 million patients visited our patient service
centers last year, yet even during peak times, we still
see most patients within 20 minutes or less. And at
our call centers, customer service representatives
answer the phone on average in about 20 seconds,
which qualifies as world-class service in any industry.
To make our services more convenient and efficient for
physicians and hospitals, we invest in our own logistics
network that includes more than 4,000 professional
couriers and a fleet of 3,000 vehicles and 14 aircraft.
Each business day, rain or shine, they successfully
transport more than half a million specimens from
doctors’ offices, clinics, hospitals and our own
patient service centers to our full-service laboratories,
serving major metropolitan areas around the country.
Our extensive logistics capabilities provide customers
and patients with accurate and timely test results
they can trust.
RATED #1 BY HOSPITALS
Our efforts are being recognized. In an independent
survey of hospitals by the industry news source
Washington G-2 Reports, Quest Diagnostics
outperformed the competition. We ranked first for
Fastest Turnaround Time, Best Overall Value and Best
Problem Resolution among major reference labs.
Patients turn to our website (www.questdiagnostics.com) to
learn more about laboratory tests in easy-to-understand,
non-technical terms, to have billing questions answered,
or to pay online.
From top:
Ethel Jimenez
Client Service Representative
Judi Hendricks
Branch Operations
Training Specialist