Talking to Our Customers

The figure below shows those results. Equal percentages of laboratory directors and oncologists agreed on the importance of those 8 services, but also agreed that pathologists provided these services less often than the mutual perceptions of the importance of those services might require.  

Unfortunately, customers do not always articulate to providers their expectations of and dissatisfaction with services. Meeting the obligations required for CLIA licensure and CAP accreditation, laboratory directors may have to be purposeful in initiating and maintaining a dialogue with their clinician customers, and to mend services that do not meet their customers’ unarticulated, unrealized expectations.