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MuirLab
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Customer Satisfaction: A Critical Strategic Initiative
John Muir Health is presently involved in a Critical Strategic Initiative for quality improvement.
A new Department for Quality Laboratory Systems has been established within MuirLab to maintain and improve our laboratory standards of excellence through the following:
- Compliance and Regulations
- Education
- Quality Management
- Safety
Quality systems are in place to track and review successes and opportunities for improvement. A culture of quality is instilled in every laboratory employee through the use of LEAN.
The following sections illustrate how this dedication to excellence benefits you, our valued customer, on a daily basis.
Ongoing Patient Satisfaction
An independent consumer research group is employed to solicit client feedback that is used to generate a quarterly customer satisfaction report.
Patients visiting MuirLab Patient Service Centers are randomly selected and asked to answer and/or rank the following services on a scale of 1 to 5 (5 being the best).
These results reflect the second quarter of 2007 (April-June).
3rd Quarter 2007
How Are We Doing?
- Questionnaires soliciting written comments and feedback are available for all customers visiting any MuirLab PSC.
- All questionnaires are personally reviewed by the Director of Operations and shared with individual personnel and performance improvement teams.
Awards and Recognition Program
- We are proud of our team and our STAR PERFORMER program which recognizes our employees who exhibit extraordinary customer service and care.