Facility gets Lean in its patient service centers
Laboratory Compliance Insider, February 1, 2011
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In 2010, officials at Wellspan Health in Pennsylvania got two clear messages that all was not well in its patient service centers. First, its customer satisfaction scores related to service center performance had dropped, hovering around 60%. The second clue was phones ringing off the hook and a rising number of complaints about the long waits customers had to endure to get blood tests.
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