Histonetters -

Does anyone have "Customer Service Standards" (CSS) for
their laboratory?

Our hospital has new CSS, and wants every department to
come up with ways each department can implement them.

A lot of the CSS are generic enough, but they want
each department to come up with ways we can meet
the CSS.

We have 8 standards, and we are to come up with
ways to meet the standards for patients, customers
and the public.

The problem is, many of the standards refer to the
patient and their family as "the customer". Such as, if
the CSS is that the interest of the patient is important,
than we should explain who we are, why we are here, and
what we are doing, and to use easily understood language
with the patients. If we are to exceed the expectations
of the customer, then we are to check on patients one
hour before shift change, apologize for any delays, and
offer to reschedule the appointment if possible. 
If we are to appreciate other people's perspective,
then we are to listen don't interrupt, protect people's 
privacy by knocking before entering, etc.

If a patient or family is in our department, we
know they are lost. So other than giving them
directions to where they really want to be, we
don't interact with patients.

Granted, getting the slides done under the TAT and
with high quality does relate, in a way, to the
patient. But I think it relates more to the
clinicians. I know they are our "customer", and 
I'll try to write up standards for this, but I'm
really stumped about patients/families, etc.

I tried the Archives, but couldn't find anything.

I tried searching the internet, but didn't get
much.

If people want to send their CSS to me, I'll compile
and share with ALL Histonetters, via the Histonet.

DO NOT SEND ME A NOTE THAT SAYS YOU WANT A COPY. 
DO NOT SEND A "ME TOO." IT WILL ONLY IRRITATE
ME AND EVERYONE ELSE ON HISTONET.

I will share it over the Histonet. Everyone will
get a copy. I will NOT send a copy to each "ME TOO."

Please, share. There are 1200+ Histonetters. I would
really like more than 5 responses.

Thanks.

Peggy A. Wenk, HTL(ASCP)
William Beaumont Hospital
Royal Oak, MI