Quest Diagnostics 2005 Annual Report Download - page 5
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Please find page 5 of the 2005 Quest Diagnostics annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.DeliveringExceptionalCustomerService
As a service business, we must continuously give patients and their doctors new and compelling
reasons to select Quest Diagnostics as their diagnostic testing provider. Our efforts range from elevating
thelevelofserviceinourpatientservicecenterstodevelopingtestsandtechnologiesthatadvancehealthcare
toinvestingtoimproveouremployees’skillsandtheirabilitytoserviceourcustomers.
In2005weprovidedourteamsofphlebotomistsandmanagerswithintensivecustomerservicetrain-
ing.Asaresultofourefforts,patientsatisfactionatourpatientservicecentersshowedstrongimprovement.
Inthefuture,weplantoexpandthistrainingtoothercustomercontactpersonnel,suchascouriersandcus-
tomerservicerepresentatives.
WecreatedQuestDiagnosticsHealthTrendsasawaytomineourenormousdatabaseoftestresults
to provide insights on vital health issues as a public service. We published the first such report on Heart
Healthbasedon80millionpatientencountersbetween2001and2004andidentifiedasignificant10percent
declineinaverageLDLor“bad”cholesterol.
DrivingProfitableGrowth
Quest Diagnostics has always generated growth through a combination of winning new business
andmakingacquisitions.In2005,wedroveorganicgrowthbyeducatingphysiciansaboutimportanttests
toimprovepatientcare,particularlyforcardiovascularandinfectiousdiseases,allergyandcancerdiagnosis.
WeintroducedseveralnewtestsinadditiontotheLeumetacancertestsandenhancedourabilitytoprovide
valued consultations to important medical specialties, including hematologists, oncologists, urologists,
endocrinologists and gastroenterologists.We also identified proteomics asamajorgrowth technologyfor
thefuture,investinginseveralemergingpioneers.
WemadeadvancesininformationtechnologybyexpandingthefeaturesofourCare360™patient-centric
physicianportal,whichreducesmedicalerrorsandimprovesefficiencyby enablingdoctorstoelectronically
ordertests,receiveresults,prescribedrugsandsharemedicalrecordsonline.OurgoalistomakeCare360an
integralpartofthenationalhealthcareinformationinfrastructure.
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97 98 99 00 01 02 03 04 05
Net Earnings Per Diluted Share*
(in dollars)
�33%
9-year CAGR
0.0
0.5
1.0
1.5
2.0
2.5
3.0
0
0.50
1.00
1.50
2.00
2.50
3.00
*Thesemeasuresexcludespecial charges andreflectadjustmentfor the2002changein goodwill accounting.Areconciliation ofthis measure to the
mostdirectlycomparablemeasureundergenerallyacceptedaccountingprinciplescanbefoundafterthe2005AnnualReportonForm10-K.