Articles

When introducing a new initiative in the medical laboratory environment, effective change management is essential.

By Jane Hermansen • June 23, 2025

Learn the five elements essential to successfully implementing a complex outreach program project and what is at risk if you miss an element.

By Jane Hermansen • May 19, 2025

Communication is a critical component of success. Laboratory outreach leaders can foster truly effective communication with five simple steps.

By Brianne Newton, MS, MT(ASCP) • April 21, 2025

Despite our best efforts, customer service failures do happen, but good service recovery tools can turn failures into positive customer experiences.

By Ellen Dijkman Dulkes • March 24, 2025

Excellent customer service flows from three foundational elements: organizational alignment, engaged employees, and the right systems and facilities.

By Jane Hermansen • February 17, 2025

Surveys are crucial for strengthening laboratory operations. Get insights for how to make them as effective as possible.

By Brianne Newton, MS, MT(ASCP) • January 20, 2025

A pathologist’s collaboration with the outreach team and referring physicians strengthens the program and provides the best service for patients.

By Ellen Dijkman Dulkes • December 23, 2024

With updates expected to federal compliance guidance for laboratories in 2025, now is a great time to revisit existing guidelines and plans.

By Jane Hermansen • November 18, 2024

While preparation is key to mitigating risk, inevitably, there are unforeseen circumstances that will impact operations. Here are four ways the outreach laboratory can swiftly manage operational surprises in real time.

By Ellen Dijkman Dulkes • October 21, 2024

Unexpected events in the laboratory are an inevitability of the profession. The difference in whether it is manageable or chaotic comes down to the steps taken beforehand. By proactively preparing, you can drastically reduce the number of unknown variables to continue laboratory and outreach operations under less-than-ideal circumstances.

By Brianne Newton, MS, MT(ASCP) • September 23, 2024

As the phlebotomist ventures farther from the hospital or formal outpatient setting, there are many new facets to consider. Remote phlebotomy is a patient-focused activity and can be a successful attribute for an outreach program when deployed and supported effectively.

By Jane Hermansen • August 19, 2024

With changes in technology, medical practice, and market trends, and the expansion of health system services, the laboratory test menu can be ever in flux. It is essential that the laboratory test menu keeps up with trends, remaining responsive to customer needs, and may even embrace innovation to improve patient care. Consider these five steps to optimize your test menu to meet outreach customer needs.

By Jane Hermansen • July 22, 2024

In a constrained staffing environment, how can an outreach program effectively meet customer needs? Through creativity, collaboration, and shared services, there can be multiple solutions to provide the support needed by the laboratory staff and the people they serve.

By Jane Hermansen • June 17, 2024