Patient Satisfaction: The Laboratory's Role in Caring for and Serving Patients

How the Laboratory Helps Monitor and Improve Patient Care and Satisfaction

  • Event Date:
  • Event Time: Noon Central

Hospitals are continually adapting to new models of care and payment, the success of which is often measured — at least in part — by overall patient satisfaction. Patient satisfaction comes from a multitude of areas affected by nearly everyone on the care team, and the medical laboratory lies at an important intersection for not only measuring patient outcomes and satisfaction, but for affecting positive change through laboratory initiatives.

At this intersection, the medical laboratory is an ideal area to focus on quality and cost-improvement analysis through initiatives like proper test utilization and electronic health record performance. These same functions can be considered in the context of patient satisfaction as physicians and administration can exact real change to ensure patients receive the right test — and number of tests — that allow them to be properly diagnosed, treated and released in an efficient, effective manner.

In this webinar, hear from Sue Chang, MD, FCAP, and Ross Reichard, MD, FCAP, as they explain how their laboratories — at City of Hope and Mayo Clinic, respectively — work with health care executives and other hospital staff to set the proper parameters for measurement of patient satisfaction, and how those measurements are put to use for the betterment of patient satisfaction and overall care.

What You Will Learn:

Gauging Patient Satisfaction

  • How do hospitals and their laboratories measure patient satisfaction?
  • What are some of the most effective metrics and why?
  • What is the best way to communicate these results — and their implications — to the hospital or system at large?

Patient Satisfaction Through the Laboratory

  • What can medical laboratories do to help ensure higher patient satisfaction and improved care?
  • What are some key tests or testing areas that greatly affect patient outcomes and satisfaction?
  • How can pathologists and other laboratorians work with executives and clinical partners to affect change and improve patient satisfaction?

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Thought Leaders

Ross Reichard, MD, FCAP
Vice Chair of Quality and Associate Chair of Practice, Department of Laboratory Medicine and Patholo
Mayo Clinic
Ross Reichard, MD, FCAP image

Dr. Reichard, Division of Anatomic Pathology, is Vice Chair of Quality and Associate Chair of Practice in the Department of Laboratory Medicine and Pathology at Mayo Clinic in Rochester, Minnesota. Dr. Reichard also holds the academic rank of Associate Professor of Laboratory Medicine and Pathology. He currently serves as Medical Director of Mayo’s Office of Decedent Affairs, Co-Director of the Autopsy Laboratory, and Vice Chair of the AP Clinical Practice Platform. Dr. Reichard is also the Chief Medical Examiner of the Southern Minnesota Regional Medical Examiner’s Office.

Sue Chang, MD, FCAP
Assistant Clinical Professor and Interim Director, Surgical Pathology
City of Hope
Sue Chang, MD, FCAP image

Sue Chang, M.D., is an assistant clinical professor in the Department of Pathology, with board certifications in anatomic pathology, clinical pathology, and cytopathology.

Dr. Chang graduated cum laude from Harvard University in Cambridge, Massachusetts and went on to receive her medical doctorate from New York Medical College in Valhalla, New York. Later, she completed an anatomical/clinical pathology residency at UCLA Health. She furthered her training with a surgical pathology fellowship at Brigham and Women's Hospital in Boston and a cytopathology fellowship at UCLA Health.

At City of Hope, Dr. Chang serves on the neuroendocrine disease team, endocrine disease team, and head & neck disease team. Her research focuses on the pathologic classification of neuroendocrine and thyroid neoplasms, and the use of new technology for diagnosis using minimally invasive cytologic specimens. Much of her time has been spent building and leading the laboratory section of ConnectHope, City of Hope’s new electronic medical record.

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