Customer Service

Question 1

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

Answer 1

Customer Needs

Question 2

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

Answer 2

Customer Service

Question 3

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

Answer 3

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

Question 4

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

Answer 4

Commitment

Question 5

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

Answer 5

Planning

Question 6

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

Answer 6

Knowledge

Question 7

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

Answer 7

Resources

Question 8

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

Answer 8

False, customers need reliable and accurate tests.

Question 9

This is another term for customers.

Answer 9

Clients

Question 10

These are examples of primary clients.

Answer 10

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

Question 11

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

Answer 11

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

Question 12

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

Answer 12

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

Question 13

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

Answer 13

Public Health Officials

Question 14

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.

Answer 14

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

Question 15

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

Answer 15

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

Question 16

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

Answer 16

1. Name
2. Address
3. Director
4. Contact Information

Question 17

These are the three (3) physician requirements.

Answer 17

1. Accurate Information
2. Interpretable Information
3. Timeliness

Question 18

These are the four (4) patient requirements.

Answer 18

1. Information
2. Safety
3. Comfort
4. Privacy

Question 19

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

Answer 19

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

Question 20

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

Answer 20

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

Question 21

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

Answer 21

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

Question 22

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

Answer 22

1. Information
2. Materials
3. Safety Containment

Question 23

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

Answer 23

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

Question 24

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

Answer 24

False, laboratories must be accredited to high standards.

Question 25

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

Answer 25

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

Question 26

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

Answer 26

Quality Indicators

Question 27

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

Answer 27

Turnaround Times

Question 28

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

Answer 28

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

Question 29

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

Answer 29

True

Question 30

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

Answer 30

1. Monitoring Quality Indicators 2. Conducting Internal Audits

Question 31

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

Answer 31

False, it is the ISO 9001.

Question 32

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

Answer 32

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

Question 33

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

Answer 33

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

Question 34

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

Answer 34

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

Question 35

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

Answer 35

1. Surveys 2. Indicators 3. Audits

Question 36

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

Answer 36

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