Connect Sign InAACC 2017 Booth Presentation: Earning Customer Loyalty Through Tough Love
Laboratories and our clinician customers both aim for high quality patient care. Often, these providers behave in ways that limit our ability to deliver optimal lab testing. And often, laboratories accommodate that behavior in the interest of customer service. The solution? Laboratories must move from a traditional “the customer is always right” mindset to one of true partnership and shared accountability. This can paradoxically increase customer satisfaction and loyalty. I’ll show how this approach has proved successful in companies outside healthcare.
Brian Jackson, MD, MS, directs the Informatics Department at ARUP, which includes leading an experienced team in test-utilization management, ARUP Consult®, decision support, and software product management. He is ARUP’s medical director for Referral Testing and an associate professor of pathology at the University of Utah School of Medicine. He frequently presents nationally on economic analysis of diagnostic testing and physician utilization of laboratory tests.
