Quest Diagnostics 2010 Annual Report Download - page 5

We remain a leading innovator in the clinical testing industry by continuing to introduce new tests,
technology and services, including in personalized and targeted medicine. For example, in 2010, we
introduced our XSense威Fragile X with Reflex test. This test, which bypasses the need to perform the
Southern Blot DNA analysis method in 99% of cases, enables patients to get their results more quickly
than other tests and is a good example of our strength in new laboratory analysis techniques. In addition,
as an industry leader with the largest and broadest U.S. network and expanding presence outside the
United States, we believe we are the channel of choice for developers of new tests to introduce their
products to the marketplace. Through our relationships with the academic medical community and
pharmaceutical and biotechnology firms, we believe that we are a leader in bringing technical innovation
to the market.
We empower healthcare organizations and clinicians with information technology solutions that can help
improve patient care and medical practice, through our Care360TM suite of products, our Centergy Data
Exchange and the ChartMaxx威electronic document management system for hospitals. We provide
interoperable technologies that help healthcare organizations and physicians enter, share and access clinical
information without costly IT implementation or significant workflow disruption. These solutions offer
access to a large national healthcare provider network, including approximately 160,000 networked
physicians using Quest Diagnostics’ Care360 connectivity products. The Care360 products, including our
Care360 Labs and Meds, enable physicians electronically to order diagnostic tests and review test results
from Quest Diagnostics and electronically to prescribe medication. Our Care360 EHR product allows
physicians to generate a complete record of a clinical patient encounter, automates and streamlines the
clinician’s workflow, and allows for rapid deployment and implementation with minimal workflow
disruption. We believe that these products enhance the value we provide to our customers and result in
increased customer loyalty by providing more convenient ordering and reporting of clinical tests, greater
convenience in electronically prescribing medication and better access to clinical information.
In December 2010, the Care360 EHR solution received ONC-ATCB 2011/12 certification as a Complete
EHR from the Certification Commission for Health Information Technology. The 2011/2012 criteria
support the Stage 1 Meaningful Use measures required to qualify eligible providers and hospitals for
funding under the American Recovery and Reinvestment Act, which included laws designed to expedite
the implementation of electronic health records and build a national electronic health infrastructure in the
United States. We believe that we are well positioned to enable physicians to participate in this
government stimulus program.
•Deliver a superior patient experience. The patient is at the center of everything we do. Increasingly,
patients have a choice when it comes to selecting a healthcare provider and we strive to give patients
compelling reasons to put their trust in us. We have made significant investments in training our
employees to provide a superior patient experience. We believe that this will drive patient and physician
loyalty. We are a leader in providing patients with advanced tools to manage their healthcare and medical
information. Our automated patient appointment scheduling enables patients to schedule appointments,
including via mobile devices, at times that are convenient for them while essentially eliminating their
waiting time. We believe that we are the only national clinical test provider that offers this service in
almost all of its patient service centers. We also offer TestMinderTM, which sends email reminders to
patients that require frequent testing. In 2010, we introduced GazelleTM, a secure mobile health platform
that allows users to receive their Quest Diagnostics laboratory results and manage their personal health
information directly from their smartphone. We also collaborate with KeasTM, Microsoft威HealthVaultTM
and Google HealthTM in connection with their personal health records offerings.
•Continuously drive Six Sigma quality. We strive to provide the highest quality in all that we do, including:
phlebotomy and specimen transport services; analytical testing processes in our laboratories; accurate and
timely lab reports; and accurate and timely billing. We use Six Sigma and Lean processes to continuously
reduce defects, enhance quality and further increase the efficiency of our operations. Six Sigma is a
management approach that utilizes a thorough understanding of customer needs and requirements, root
cause analysis, process improvements and rigorous tracking and measuring to enhance quality. Lean is a
management approach that seeks to streamline processes and eliminate waste. We also use Six Sigma and
Lean principles to help standardize operations and processes across our Company and identify and adopt
company best practices. We believe our focus on continuously using Six Sigma and Lean in all aspects of
our business results in superior service to our customers and drives customer loyalty.
•Expand our diagnostic scope. Technology advances are enabling testing to move closer to the patient and
point-of-care, or near patient, tests are becoming increasingly available and reliable. This enables more
2