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Pre-analytic process control: projecting a quality image.

Mark D Serafin¹

¹Clinical Laboratory Marketing and Development Services, LLC, Wasilla, AK, USA.

Clinical Leadership & Management Review : the Journal of CLMA

|September 29, 2006

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Laboratories can improve their image and customer perception of quality by implementing comprehensive pre-analytic systems. Developing a laboratory service manual, even for smaller facilities, offers an elegant solution to enhance perceived department quality.

Area of Science:

Healthcare Management
Clinical Laboratory Science

Background:

Laboratories, often termed ancillary departments, face challenges in defining their image and influencing customer perception of quality.
Regulatory requirements offer opportunities for laboratories to proactively manage their image and quality perception.

Purpose of the Study:

To describe and illustrate the process of creating a comprehensive pre-analytic system solution for laboratories.
To provide a method for smaller laboratories to enhance their image and customer perception of quality.

Main Methods:

Describing the development process of a laboratory service manual.
Illustrating the application of pre-analytic system solutions for quality improvement.

Main Results:

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Comprehensive pre-analytic systems, such as laboratory service manuals, can effectively address image and perception issues.
Resources are available to assist even small laboratories in producing professional service manuals.

Conclusions:

Implementing a comprehensive pre-analytic system, exemplified by a service manual, is an elegant strategy for laboratories to improve their image.
Professional service manuals enhance customer perception of laboratory department quality, regardless of facility size.