Quest Diagnostics Enhances Patient-Centered Care With Streamlined Services, Innovative Testing, and a Commitment to Health Equity in 2023
Quest Diagnostics has enhanced patient-centered care in 2023 through streamlined services, innovative testing, and a commitment to health equity. Key improvements include:
- New training programs for Patient Service Representatives (PSRs) focusing on experience, hospitality, and accessibility
- Streamlined check-in process with self-serve kiosks offering wait-time estimates and multiple language options
- Updated ordering and scheduling systems to capture gender identity
- Expanded testing offerings including the Apolipoprotein (ApoE) Isoform Test for Alzheimer's risk assessment, Minimal Residual Disease (MRD) testing for cancer detection, and a Novel Psychoactive Substances Panel (NPS) for detecting synthetic drugs
- Acquisition of Haystack Oncology to enhance MRD testing capabilities
These initiatives aim to improve patient experience, accessibility, and diagnostic accuracy across Quest's services.
Quest Diagnostics ha migliorato la cura centrata sul paziente nel 2023 attraverso servizi semplificati, test innovativi e un impegno per l'equità nella salute. I principali miglioramenti includono:
- Nuovi programmi di formazione per i Rappresentanti dei Servizi al Paziente (PSR) incentrati su esperienza, ospitalità e accessibilità
- Processo di check-in semplificato con chioschi self-service che offrono stime dei tempi di attesa e opzioni in più lingue
- Sistemi di ordinazione e programmazione aggiornati per catturare l'identità di genere
- Offerte di test ampliate, compreso il Test dell'Isoforma dell'Apolipoproteina (ApoE) per la valutazione del rischio di Alzheimer, il test della Malattia Residuale Minima (MRD) per la rilevazione del cancro, e un Panel di Sostanze Psicoattive Nuove (NPS) per rilevare farmaci sintetici
- Acquisizione di Haystack Oncology per migliorare le capacità di test MRD
Queste iniziative mirano a migliorare l'esperienza del paziente, l'accessibilità e l'accuratezza diagnostica in tutti i servizi di Quest.
Quest Diagnostics ha mejorado la atención centrada en el paciente en 2023 a través de servicios simplificados, pruebas innovadoras y un compromiso con la equidad en salud. Las principales mejoras incluyen:
- Nuevos programas de capacitación para los Representantes de Servicios al Paciente (PSR) enfocados en la experiencia, la hospitalidad y la accesibilidad
- Proceso de registro simplificado con quioscos autoservicio que ofrecen estimaciones de tiempo de espera y opciones en varios idiomas
- Sistemas de pedido y programación actualizados para capturar la identidad de género
- Ampliación de las ofertas de pruebas que incluyen el Test de Isoforma de Apolipoproteína (ApoE) para la evaluación del riesgo de Alzheimer, pruebas de Enfermedad Residual Mínima (MRD) para la detección de cáncer, y un Panel de Sustancias Psicoactivas Nuevas (NPS) para detectar drogas sintéticas
- Adquisición de Haystack Oncology para mejorar las capacidades de prueba NRD
Estas iniciativas tienen como objetivo mejorar la experiencia del paciente, la accesibilidad y la precisión diagnóstica en todos los servicios de Quest.
Quest Diagnostics는 2023년 환자 중심 치료를 간소화된 서비스, 혁신적인 테스트 및 건강 형평성에 대한 의지를 통해 향상시켰습니다. 주요 개선 사항은 다음과 같습니다:
- 경험, 환대 및 접근성에 중점을 둔 환자 서비스 대표(PSR) 교육 프로그램 신설
- 대기 시간 추정치와 여러 언어 옵션을 제공하는 셀프 서비스 키오스크를 통한 간소화된 체크인 프로세스
- 성별 정체성을 수집하기 위한 주문 및 예약 시스템 업데이트
- 알츠하이머 위험 평가를 위한 아포리포단백질(ApoE) 아이소폼 테스트, 암 검출을 위한 최소 잔여 질병(MRD) 테스트, 합성 약물을 감지하기 위한 신종 향정신성 물질 패널(NPS) 포함한 검사 제공 확대
- MRD 검사 기능을 향상시키기 위한 Haystack Oncology 인수
이러한 이니셔티브는 Quest의 서비스 전반에 걸쳐 환자 경험, 접근성 및 진단 정확성을 개선하는 것을 목표로 하고 있습니다.
Quest Diagnostics a amélioré les soins centrés sur le patient en 2023 grâce à des services rationalisés, des tests innovants et un engagement envers l'équité en santé. Les principales améliorations comprennent :
- Nouveaux programmes de formation pour les représentants du service client (PSR) axés sur l'expérience, l'hospitalité et l'accessibilité
- Processus d'enregistrement simplifié avec des bornes libre-service offrant des estimations de temps d'attente et plusieurs options linguistiques
- Systèmes de commande et de planification mis à jour pour capturer l'identité de genre
- Offre de tests élargie, y compris le Test d'Isoforme d'Apolipoprotéine (ApoE) pour l'évaluation du risque d'Alzheimer, le test de Maladie Résiduelle Minime (MRD) pour la détection du cancer, et un Panneau de Substances Psychoactives Nouvelles (NPS) pour détecter les drogues synthétiques
- Acquisition de Haystack Oncology pour améliorer les capacités de test MRD
Ces initiatives visent à améliorer l'expérience patient, l'accessibilité et la précision diagnostique à travers les services de Quest.
Quest Diagnostics hat die patientenzentrierte Versorgung im Jahr 2023 durch optimierte Dienstleistungen, innovative Tests und ein Engagement für Gesundheitsgerechtigkeit verbessert. Zu den wichtigsten Verbesserungen gehören:
- Neue Schulungsprogramme für Patientenservicereferenten (PSRs), die auf Erfahrung, Gastfreundschaft und Barrierefreiheit fokussiert sind
- Vereinfachter Check-in-Prozess mit Selbstbedienungsterminals, die Wartezeitschätzungen und mehrere Sprachoptionen bieten
- Aktualisierte Bestell- und Planungssysteme zur Erfassung der Geschlechtsidentität
- Erweiterte Testangebote, einschließlich des Apolipoprotein (ApoE) Isoformtests zur Einschätzung des Alzheimer-Risikos, des Tests auf minimale Reste (MRD) zur Krebsdiagnose und eines Panels neuer psychoaktiver Substanzen (NPS) zur Erkennung synthetischer Drogen
- Übernahme von Haystack Oncology zur Verbesserung der MRD-Testfähigkeiten
Diese Initiativen zielen darauf ab, die Patientenerfahrung, die Zugänglichkeit und die diagnostische Genauigkeit in allen Services von Quest zu verbessern.
- Acquisition of Haystack Oncology to enhance Minimal Residual Disease (MRD) testing capabilities for cancer detection
- Introduction of new innovative tests: ApoE Isoform Test for Alzheimer's risk and Novel Psychoactive Substances Panel for detecting synthetic drugs
- Implementation of self-serve kiosks in Patient Service Centers (PSCs) to streamline check-in process and reduce wait times
- Enhanced MyQuest online portal allowing patients to access test results immediately
- None.
NORTHAMPTON, MA / ACCESSWIRE / October 2, 2024 / Quest Diagnostics
Originally published in Quest Diagnostics' 2023 Corporate Responsibility Report
We provide each of our patients with high-quality, individualized care, whether they come to Quest for regular monitoring or once-a-year testing.
We've evolved our customer-first approach through listening to our patients' feedback and adjusting our service offerings where possible. In 2023, we took key steps to improve the patient experience through updating technology on our website and in PSCs and incorporating health equity and accessibility in our services, products, and communications.
Improving training on patient care
New training and development programs for our PSRs in 2023 focused on:
Experience
Our front-of-house training helps PSRs learn how to act as facilitators, providing additional check-in support and waiting room management in our PSCs at the busiest times of day.
Hospitality
Our Everyday Excellence Hospitality training provides patient-centric education to support phlebotomists' communication skills in creating a welcoming environment for patients.
Accessibility
Our Managing Every Patient's Needs training equips PSRs with the skills to better recognize the needs of patients with impairments, disabilities, or limited English proficiency. More than
90% of PSRs completed this training in 2023.
The appointment was for my father-in-law who is almost 92 and legally blind. The lab tech guided him back to his office, helped him into the chair, then assisted him in getting his jacket off. After blood was drawn, the tech said it was an honor to draw the blood of someone who has seen so much history and who has experienced so much life. It was such a simple statement, but my father-in-law beamed with pride when he left. Thank you for not seeing him as a frail old man and for making his day!"
- FEEDBACK FROM A QUEST POST-VISIT SURVEY, WHICH WE SEND TO ALL PATIENTS WHO RECEIVE TESTING AT OUR PSCs
CREATING A STREAMLINED, EQUITABLE PATIENT EXPERIENCE
Within our PSCs and digital platforms, we made changes in 2023 to meet more patients' needs. We've made the check-in process at PSCs as seamless as possible with self-serve kiosks that provide wait-time estimates for walk-in and standby patients and offer more than 30 language options. Through MyQuest®, our online results portal, patients can now access test results as soon as they are available, rather than waiting for their physician to share them.
Our commitment to health equity includes how our patients access care and interact with our PSRs and PSCs. In 2023, we worked with state health authorities to update our ordering and scheduling systems to properly capture gender identity. Patients who are interested in doing so are now able to share how they identify in advance of an appointment so PSRs can properly address them during their visit.
INNOVATING TO PROVIDE BEST-IN-CLASS TESTING
Our commitment to continuous improvement fueled our work to innovate and expand testing offerings tailored to specific patient populations to better detect disease and related risk factors. These include:
Apolipoprotein (ApoE) Isoform Test: The ApoE Isoform test assesses a patient's ApoE status, which can have implications on a patient's genetic risk for developing Alzheimer's disease. This test can be ordered along with other tests in the AD-Detect portfolio such as the AD Detect Beta-Amyloid 42/40 ratio test for a more robust risk assessment.
MRD Testing: In June 2023, Quest acquired Haystack Oncology, a company focused on minimal residual disease (MRD) testing to aid in the early, accurate detection of residual or recurring cancer. Through the acquisition, we will incorporate MRD testing into our blood-based clinical lab services for solid tumor cancers, helping to improve early detection and inform treatment.
Novel Psychoactive Substances Panel (NPS): Our NPS tests for 88 compounds and focuses on detecting synthetic or "designer" drugs, fentanyl analogues, and other illicit additives. The panel includes testing for xylazine.- a sedative rapidly worsening America's overdose crisis - along with fentanyl.
View additional multimedia and more ESG storytelling from Quest Diagnostics on 3blmedia.com.
Contact Info:
Spokesperson: Quest Diagnostics
Website: https://www.3blmedia.com/profiles/quest-diagnostics
Email: info@3blmedia.com
SOURCE: Quest Diagnostics
View the original press release on accesswire.com
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