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Laboratory Management > Customer Service > Flashcards

Customer Service Flashcards

1
Q

According to Philip Crosby, this is what needs to be met in order to achieve quality.

A

Customer Needs

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2
Q

This is one of the 12 essentials and is a significant focus in the ISO standard.

A

Customer Service

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3
Q

These are the four (4) requirements for a customer service program to succeed.

A
  1. Staff commitment
  2. Planning
  3. Monitoring tool knowledge
  4. Resources
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4
Q

This customer service requirement is of several international standards and all staff must possess this in order to have a successful quality system.

A

Commitment

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5
Q

This customer service requirement takes time to be done properly and lack of this often leads to uninterpretable information.

A

Planning

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6
Q

This customer service requirement is related to the creation of useful monitoring tools and staff mut undergo special training or hiring a consultant.

A

Knowledge

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7
Q

This customer service requirement requires some time and times saved by having access to calculators, computers, and the internet.

A

Resources

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8
Q

True or False: Customer needs quick results regardless of accuracy.

A

False, customers need reliable and accurate tests.

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9
Q

This is another term for customers.

A

Clients

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10
Q

These are examples of primary clients.

A

Patients, physicians, assistants, public health officials, communities, and family members,

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11
Q

True or False: Results can be interpreted however the laboratorian desires.

A

False, results need reference values in order to be interpreted.

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12
Q

True or False: Test requisitions needs to be as detailed as possible in order to be accurate for patient treatment.

A

False, requisition forms must be user-friendly and simple.

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13
Q

These are personnel that requires connections with different laboratories, conduct disease studies, and collect samples.

A

Public Health Officials

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14
Q

True or False: It is required for patients to take initiative on how they feel, and health officials needs to be patient with their clients.

A

False, it is better to ask the client how they feel right away rather than wait for them.

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15
Q

True or False: Clients and common civilians provide reliable survey information and are the best demographic.

A

False, doctors or health officials provide the best information in surveys due to their laboratory experience.

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16
Q

These are the four (4) requirements of a legally identifiable laboratory.

A
  1. Name
  2. Address
  3. Director
  4. Contact Information
17
Q

These are the three (3) physician requirements.

A
  1. Accurate Information
  2. Interpretable Information
  3. Timeliness
18
Q

These are the four (4) patient requirements.

A
  1. Information
  2. Safety
  3. Comfort
  4. Privacy
19
Q

These are the five (5) important actions to meet patient requirements.

A
  1. Provide information
  2. Provide facilities
  3. Have trained and knowledgeable personnel
  4. Confidential records
  5. Maintenance of records
20
Q

These are three (3) examples of proper provision of information for patients.

A
  1. Laboratory address and location
  2. Operating hours
  3. Multilingual or bilingual staff
21
Q

These are the seven (7) collection requirements for good customer service.

A
  1. Patient ID
  2. Patient preparation
  3. Type of sampling
  4. Type of container
  5. Proper labeling
  6. Special Handling
  7. Safety Precaution
22
Q

These are three (3) of the requirements for public health.

A
  1. Information
  2. Materials
  3. Safety Containment
23
Q

These are the six (6) requirements of the public community.

A
  1. Safety
  2. Security
  3. Containment
  4. Transport of Dangerous Goods
  5. Waste Management
  6. Alert, Surveillance, and Response
24
Q

True or False: A client requires a laboratory that is able to perform standard operations and does not need to be accredited.

A

False, laboratories must be accredited to high standards.

25
Q

True or False: Customer service plays a superficial role in quality management system.

A

False, it plays as an integral part of a QMS.

26
Q

These are an objective measure of laboratory practices and can be developed via customer complaints, timeliness, patient refusal, and loss of laboratory reports.

A

Quality Indicators

27
Q

This is an example of internal audit and is a great concern to physicians or health care providers.

A

Turnaround Times

28
Q

These are six (6) of the methods in order to assess customer satisfaction.

A
  1. Quality Indicators
  2. Internal Audit
  3. Management Review
  4. Satisfaction Survey
  5. Interviews and Focus Groups
  6. Complaint Monitoring
29
Q

True or False: Complaints serve as the tip of the iceberg, hinting only the surface of a even deeper problem.

A

True

30
Q

These are the two (2) assessment methods done in order to take action.

A
  1. Monitoring Quality Indicators
  2. Conducting Internal Audits
31
Q

True or False: The ISO 9000:2000 states that customer surveys are a requirement for QMS.

A

False, it is the ISO 9001.

32
Q

These are the five (5) elements of a successful survey.

A
  1. Planned
  2. Organized
  3. Pre-tested
  4. Unbiased
  5. Analyzed Timely
33
Q

True or False: It is best to avoid open-ended questions when it comes to surveys so that people can easily answer them.

A

False, you must use open-ended questions to acquire complete and proper information.

34
Q

True or False: Focus groups must be of a specific demographic only and consists of more than 10 people.

A

False, they should be a diverse and small group of people of 8 to 10.

35
Q

These are the three (3) ways in order measure customer satisfaction and determine OFI.

A
  1. Surveys
  2. Indicators
  3. Audits
36
Q

True or False: An active QMS ensures laboratories to meet most of client requirements.

A

False, QMS must ensure all client needs to be met.

Laboratory Management (11 decks)

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