The Online Forum addressed customer satisfaction indicators for laboratory competitiveness.
In August, managers and professionals from laboratories participating in Metricare gathered for another Online Forum aimed at enhancing knowledge on comparative management (benchmarking) of laboratory indicators, in compliance with the Brazilian Resolution, RDC 786/2023.
The event, led by Controllab’s team of specialists, highlighted the importance of indicators related to Customer/Patient Satisfaction, emphasizing the essential care needed for patient health. Fernando Berlitz, Controllab’s Accreditation and Indicators Manager, emphasized how customer experience directly impacts the attractiveness and competitiveness of laboratories, stressing the need to “proactively listen to the customer and understand their feedback.”
Currently, the Metricare platform hosts more than 180 indicators, including nine focused on customer satisfaction, such as the Satisfaction Survey and the NPS (Net Promoter Score) methodology. During the meeting, Berlitz highlighted the importance of exploring different ways to listen to customers and assess the optimal moments for conducting satisfaction surveys.
Active participation and practical insights
As in previous events, the active participation of users contributed to collective learning, allowing participants to gain practical insights to improve the performance of their processes. Participants were able to clarify doubts about the application of satisfaction surveys, exploring how to transform customer perceptions into relevant business data.
The discussions presented at the Metricare Online Forum highlighted how comparative management of indicators is crucial for achieving a strategic vision and making assertive decisions, ensuring the efficiency and competitiveness of laboratories.
Through events like this, Metricare aims not only to expand the qualified use of its platform but also to empower managers and professionals in the strategic management of their healthcare organizations, enabling them to identify improvement opportunities, reduce costs, and adopt more efficient operational and strategic practices.