Communicating Change to Laboratory Customers

The fast-paced world of the clinical laboratory encourages laboratory managers to evaluate and implement technological, process, and workspace changes in an effort to improve testing quality, turnaround time, and customer satisfaction. Managers must remember that even the simplest laboratory change...

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Bibliographic Details
Published in:Laboratory medicine 2011-07, Vol.42 (7), p.403-409
Main Authors: Henemyre-Harris, Claudia L., Sakuda, Linda S.
Format: Article
Language:English
Subjects:
Clinics
Guidelines
Patient safety
Patient satisfaction
Semantics
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Summary:The fast-paced world of the clinical laboratory encourages laboratory managers to evaluate and implement technological, process, and workspace changes in an effort to improve testing quality, turnaround time, and customer satisfaction. Managers must remember that even the simplest laboratory change may have a ripple effect throughout the entire hospital and/or medical system. This article describes a 7-step approach to assist laboratory managers in disseminating laboratory change to the appropriate customer at the right time. The approach includes the following steps: 1) identify the laboratory change; 2) target your audience; 3) build a communication team; 4) develop a communication plan; 5) implement the communication plan; 6) evaluate the communication plan; and 7) modify and execute the revised communication plan. A real-world application of the 7-step approach is described using the relocation of the phlebotomy lab for renovation as an example. [PUBLICATION ABSTRACT]
ISSN:0007-5027
1943-7730
DOI:10.1309/LMOA01W2SWBFIOLW