Laboratory outreach: Doing the test is the easy part

Web:	mayocliniclabs.com
Email:	mcl@mayo.edu
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August 11, 2021

Overview

Outreach customers play a pivotal role in the pre-analytic process — preparing and sending specimens to your laboratory. To prevent rework, added expense, customer frustration, and patient specimen recollection, it is essential to give outreach customers the tools necessary to send specimens the way your lab wants to receive them. This presentation will discuss the tips and tricks used within the Dartmouth-Hitchcock Laboratory to help them help you.

Presenter

Ellen Dijkman Dulkes, MT(ASCP)
Manager, Outreach Services
Department of Pathology and Laboratory Medicine
Dartmouth-Hitchcock, Lebanon, New Hampshire

Learning Objectives

Upon completion of this activity, participants should be able to:

Recognize the need to work smarter, not harder, to reduce the amount of rework needed to manage outreach customer relationships.
Identify tips and tricks to add to your customer service toolbox.
Describe how pre-analytic customer improvements will reduce rework, expenses, and the number of patient specimen delays and cancellations, as well as improve customer satisfaction.
Create win-win solutions with internal and external stakeholders, avoiding an adversarial relationship and fostering a culture of teamwork.

Intended audience

The outreach webinars are applicable to community hospital laboratory administrators, managers, directors, pathologists, outreach coordinators, marketing representatives, and sales managers.

Credit

The following types of credit are offered for this event:

ASCLS P.A.C.E.^®

Mayo Clinic Laboratories is approved as a provider of continuing education programs in the Clinical Laboratory Sciences by the ASCLS P.A.C.E.® program. This program has been approved for a maximum of 1.0 P.A.C.E.® contact hour.

State of California

Mayo Clinic Laboratories is approved as a Continuing Education Accrediting Agency for Clinical Laboratory Sciences for the State of California. This program has been approved for 1.0 contact hour.

State of Florida

Mayo Clinic Laboratories is approved as a Continuing Education Accrediting Agency for the Clinical Laboratory Sciences for the State of Florida. Florida Board of Clinical Laboratory Personnel has designated this program for Supervision/Administration, Quality Control/Quality Assurance, and Safety credit. This program has been approved for 1.0 contact hour.

To obtain credit

1. Register for and participate in the program.

2. Complete the evaluation that will be sent to you after the program.

3. Generate and print your certificate(s).

Level of instruction for this program is intermediate.

Faculty disclosure

Course director(s), planning committee, faculty, and all others who are in a position to control the content of this educational activity are required to disclose all relevant financial relationships with any commercial interest related to the subject matter of the educational activity. Safeguards against commercial bias have been put in place. Faculty members also will disclose any off-label and/or investigational use of pharmaceuticals or instruments discussed in their presentations. Disclosure of this information will be published in course materials so those participants in the activity may formulate their own judgments regarding the presentations.

Questions?