Quest Diagnostics 2005 Annual Report Download - page 9
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“Idonottreata…chart,buta…humanbeing,whoseillnessmayaffecttheperson’sfamilyandeconomicstability.”
fromtheHippocraticOath
AtQuestDiagnostics,weperformtestingonmorethanhalfamillionpatientsampleseveryday.And
behind each one is a human being—someone waiting, often anxiously, for answers about their health that
could determine their prospects for the future. This profound responsibility inspires everyone at Quest
Diagnosticstotreatourpatientsasiftheyweremembersofourownfamilies.Moreover,itmotivatesusto
treatallpatientswiththecompassionandextraordinarycaretheydeserve.
Oneoftheprimarywayswedeliversuperiorpatientcareisbyemphasizingstringentqualitystandards
inournationwidenetworkofmorethan2,000patientservicecenters.Thesestandardstoucheveryaspectof
ouroperations,fromhowweinteractwithpatients,tohowweminimizewaitingroomtime,tohowwereduce
patient“anxietytime”bydeliveringfast,reliableresults.Forexample,our8,500phlebotomistsadheretoa
well-defined code of conduct that outlines the steps they must follow to maintain technical excellence
throughouttheprocessofdrawingblood.
Meanwhile,every“frontline”QuestDiagnosticsemployeeupholdsanexemplarysetofpatientservice
guidelines, which are based on our own in-depth study of world-class service practices. These guidelines
addressthehighlyimportantpersonalaspectofourrolewithpatients,whichcanbeassimpleaspromptly
greetingeachpatientbynameandwithasmile.Ourrewardandrecognitionsystemwascarefullydevelopedto
alignwiththeseefforts,anditsupportsouremployeesastheystrivetodeliverexceptionalpatientsatisfaction.
Wedemonstrateourdeepcommitmenttocontinuouslyimprovingthepatientexperiencebyregularly
exploringnewconceptsinourpatientservicecenters.Inseveralcitieswehaveintroducedanappointment
schedulingcapability,andinotherswehaveadded“DestinationHealth”informationkiosks.Theability
to prearrange test appointment times at our patient service centers provides patients with unsurpassed
convenience,whileourkiosksgivethemeasyaccesstoimportantinformationaboutnationalhealthconcerns
likecancer,diabetesandheartdisease.Bothoftheseprogramshaveelicitedenthusiasticpatientresponse,
andweplantoexpandthemtomorelocations.
QuestDiagnostics