Quest Diagnostics 2015 Annual Report Download - page 14

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10
patients to, among other things, use their smartphone or computer to receive and archive their Quest Diagnostics test results,
manage their personal health information, find a Quest Diagnostics location and schedule appointments. We were the first
national diagnostic information services provider to offer patient appointment scheduling and a patient mobile application.
We also have significant information assets, including many years of test result data. Our QuanumTM health
information technology solutions leverage the power of our information assets, and our technology prowess, to help our
customers empower better health through diagnostic insights. In 2015 we unveiled several new solutions, including:
Table 14 - 2015 QuanumTM Health Information Technology Solutions Introduced
Data DiagnosticsTM A tool, introduced with Inovalon, that provides real-time patient-specific data analysis that
clinicians can order at the point of care to identify and address gaps in quality, risk, utilization
and medical history insights.
Interactive InsightsTM
by Care360®A web-based reporting solution for clinicians and patients that provides health insights based on
a patient's lab data to improve decision-making by both the clinician and the patient.
IntelliTest AnalyticsTM
A web-based secure portal that provides hospitals, IDNs and clinician practices with data-driven
insights about test utilization patterns and business analysis of clinically appropriate testing
norms, payer type and costs.
Care360 Revenue Cycle
Management
A holistic medical billing solution that aids the management of billing claims with a focus on
increasing patient and payer collections. The latest offering in the Care360 product portfolio.
Quality. We strive to provide the highest quality possible and, to meet that goal, we have adopted the Quest
Diagnostics Quality Program. This program includes policies and procedures that document, measure and monitor the
effectiveness of our laboratory operations in providing and improving quality and meeting the requirements of the agencies that
regulate the U.S. clinical laboratory testing industry.
We use the Quest Management System, including standard frameworks and methodologies for project and change
management, to manage our Company. This system not only provides a foundation for day-to-day management, including
best-in-class business performance tools, but also helps us to develop the capabilities that we need to manage the Company.
We have a culture of continuous improvement. Employing root cause analysis, process improvements and rigorous tracking
and measuring, we seek to enhance quality, continuously reduce defects, streamline processes, further increase the efficacy and
efficiency of our operations and processes, eliminate waste and help standardize operations across our Company. We use
Hoshin management principles in our efforts to achieve breakthrough performance. We use customer insights in our solutions
development, listening to the voice of internal and external customers in all our business processes.
Customer focus. The customer is at the center of everything we do. Customers have a choice when it comes to
selecting a healthcare provider and we strive to give them reason to put their trust in us. Focusing on a thorough understanding
of customer needs and requirements, we seek to identify and implement processes that will result in a superior customer
experience. We strive to provide a superior customer experience for our customers, because we believe that this will drive
customer loyalty. In 2015, we launched our new brand - Action from Insight - recommitting to a superior customer experience.
We also introduced our Everyday Excellence program, which includes guiding principles to support a superior customer
experience, to inspire our employees to be their best every day, with every person and with every customer interaction.
BUSINESS OPERATIONS
The Company is made up of two businesses: Diagnostic Information Services and Diagnostic Solutions. The
Company provides insights that empower and enable a broad range of customers, including patients, clinicians, hospitals,
IDNs, health plans, employers and accountable care organizations ("ACOs").
QUEST DIAGNOSTICS 2015 ANNUAL REPORT ON FORM 10-K