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| The Grand Opening of the New Laboratory Reception HallBy Michiko S. Samonte, MD |
| 2006-11-29 |
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In celebration of the grand opening of its New Laboratory Reception Hall last October 18, 2006, the NKTI Department of Laboratory Medicine hosted a symposium entitled “Raising the Standards of Health Care: Improvement of Patient Satisfaction in the Laboratory Setting.”
It was indeed a well-attended event, with participants from other hospitals and from within NKTI, just as successful as the previous Blessing and Ribbon Cutting for the New Laboratory Reception Hall and the Molecular & Cellular Therapeutics Laboratory last October 4, 2006, with no less than the Secretary of Health, Sec. Francisco T. Duque, M.D. as guest of honor.
Three distinguished speakers were invited. The first lecture, entitled “Strategic Customer Satisfaction in the Healthcare Organization” was given by Professor Rene Domingo, a full time professor at the Asian Institute of Management and author of various books on management such as “Quality Means Survival,” “It’s the Customer - A Guide on World Class Banking Services” and “Turnaround Management - Best Practices from the Indonesian Experience.” The second lecture, entitled “Managing Quality in Laboratory Practice,” was delivered by Dr. Jose Mario B. Maximiano, executive director of the Jaime Cardinal Sin Center for Social responsibility and Applied Ethics, Associate Professor at the Graduate School of Business, De La Salle University and author of “Corporate Social Responsibility – Basic Principles and Best Practices.” Last but certainly not the least, Dr. Aileen Riego-Javier, NKTI’s Deputy Executive Director for Medical Services and 2006 Outstanding CESO awardee, gave a lecture on “Customer Satisfaction.”
Let’s face it. Medicine after all is also a business. A noble one, but nonetheless it requires revenue for it to thrive and continue to deliver excellent services. Thus it must devote much attention to patient satisfaction, as emphasized by our speakers. The best example of institutions delivering top quality services is the hotel industry. Isn’t it bliss to check into a five star hotel with its plush environment, convenient facilities and courteous, professional staff? That is the kind of service the hospital industry should emulate in order to please its patients. However, never utter the words “welcome back” or “we hope to see you again.”
In its thrust to raise the standards of health care through patient satisfaction, the Department of Laboratory Medicine has adopted the hotel-like scheme as exemplified by the new Laboratory Reception Hall. It is world class, efficient and convenient - a magnificent prelude to the department’s wide array of high-technology and high quality tests.
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