Checklist Phase 3 - Customer Focus

Is a client satisfaction survey conducted at least once per two years?

Activity

Is a report drafted of the client satisfaction survey that shows the main findings and points for improvement that were identified?

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Is a SMART action plan drafted to implement points for improvement identified in client satisfaction surveys in practice?

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Does the laboratory have a standardized procedure for entering into a contract for service delivery?

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Does the laboratory maintain minutes of meetings to discuss the contents of the contracts for service delivery?

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