Quest Diagnostics Approach to Patient- and Consumer-Centered Care

November 22, 2023 03:05 AM AEDT | By 3BL

Google News:

Quest Diagnostics Approach to Patient- and Consumer-Centered Care — Image source: Kalkine Media

Recent News

AMD gains on Nvidia? Lisa Su reveals new chips in heated AI inference...

CNH’s Latest AI Sprayer Precision Tech Goes Beyond the Boom

Canadian support for U.S. counter-tariffs fades as trade war drags - B...

Trump warns of auto tariff hikes to spur U.S. investment

Originally published in Quest Diagnostics Corporate Responsibility Report 2022

We aim to deliver empathetic, high-quality, and convenient individualized care.

Strengthening our approach to patient-centered care

Development programs to build employee skillsets
Throughout 2022, we deployed new staff training and development programs that are customer-centric and emphasize thoughtful and patient-focused care delivery.

Added content and training through our Everyday Excellence and Everyday Equity programs to educate frontline workers in empathetic care delivery
Worked with The Arnold P. Gold Foundation to train frontline employees in humanistic patient engagement. This included suggestions on how to build trust in relationships through active listening during patient interactions
Regularly asked patients in PSC exit surveys to assess the care and compassion of our staff and used that feedback as part of performance evaluations
Adopted Franklin Covey’s Speed of Trust® Program. Five hundred employees, including frontline supervisors, were trained on inclusive leadership with a focus on building trust with frontline employees and patients

Enhancing the patient experience using technology
Patients expect efficient and accessible digital services from healthcare providers throughout their patient journey. This includes purchasing or scheduling tests, receiving test results, and learning about possible next steps.

We are committed to leveraging technology that is user-friendly. At the same time, we recognize that some patients may still encounter challenges. To ensure all patients have the support they need when they need it, we provide a range of communication options (telephone, social media, our website, instant messaging, and email).

Our PSCs have check-in kiosks that are wheelchair accessible, provide help in 30 languages, and feature audio guidance for visually impaired patients. In 2022, we added LanguageLine to our PSCs and customer service lines. This audio and video translation service enables our staff to better communicate with patients.

Identifying new approaches to care delivery
We strive to deliver a high level of holistic care to all our patients. This requires exploring and understanding the needs of different population groups throughout the patient or consumer experience. In 2022, we began to adopt reference ranges in the development of some of our tests to reflect differential health outcomes across ethnicities.

Disclaimer

The content, including but not limited to any articles, news, quotes, information, data, text, reports, ratings, opinions, images, photos, graphics, graphs, charts, animations and video (Content) is a service of Kalkine Media Pty Ltd (Kalkine Media, we or us), ACN 629 651 672 and is available for personal and non-commercial use only. The principal purpose of the Content is to educate and inform. The Content does not contain or imply any recommendation or opinion intended to influence your financial decisions and must not be relied upon by you as such. Some of the Content on this website may be sponsored/non-sponsored, as applicable, but is NOT a solicitation or recommendation to buy, sell or hold the stocks of the company(s) or engage in any investment activity under discussion. Kalkine Media is neither licensed nor qualified to provide investment advice through this platform. Users should make their own enquiries about any investments and Kalkine Media strongly suggests the users to seek advice from a financial adviser, stockbroker or other professional (including taxation and legal advice), as necessary. Kalkine Media hereby disclaims any and all the liabilities to any user for any direct, indirect, implied, punitive, special, incidental or other consequential damages arising from any use of the Content on this website, which is provided without warranties. The views expressed in the Content by the guests, if any, are their own and do not necessarily represent the views or opinions of Kalkine Media. Some of the images/music that may be used on this website are copyright to their respective owner(s). Kalkine Media does not claim ownership of any of the pictures displayed/music used on this website unless stated otherwise. The images/music that may be used on this website are taken from various sources on the internet, including paid subscriptions or are believed to be in public domain. We have used reasonable efforts to accredit the source wherever it was indicated as or found to be necessary.