Our Guiding Principles to Delivering Unsurpassed Service
We are passionate about what we do, but equally passionate about those we serve. When it comes to diagnostic testing, our first priority is giving our clients what they ask for. As a full-service clinical and pathology laboratory, we offer a comprehensive testing menu delivered with a level of care that is not typically found in the industry. To deliver this level of care, we abide by a set of Guiding Principles that reflect our company culture and ensure our unwavering commitment to providing you with unsurpassed service, no matter what your needs.
We pledge to:
Be Proactive. Whether you're a physician, clinic, hospital, or employer, we work with you from the onset to understand your needs. From our very first interaction, our attention is focused on evaluating your unique requirements and setting up your account to best meet your needs. Our Client Services team works to uncover any potential pitfalls before they happen and offer appropriate solutions that work specifically for you.
Be Accessible. We are available around the clock to ensure superior turnaround time – in most cases, within 48 hours. Sample processing operates 24 hours per day, 7 days a week, so any questions or issues are dealt with on a real-time basis. We offer a broad menu of same-day testing and reporting through dedicated faxes, remote printers and the Internet with our ACM QuikReport™, providing physicians with secure access to patient results from their tablets or smartphones, anywhere, anytime. Unlike other labs, we give clients full access to our staff, providing a direct email and phone number for directors in each of our departments. In addition, we offer a range of resources, including our Reference Manual, Technical Bulletins, medical guidelines, and more through our website. For patients, we provide strategically located Patient Service Centers with extended service hours for fast, convenient service.
Be Flexible. We adapt our services to your unique needs, offering a broad menu of testing services and results reporting, patient billing and specimen transportation options. Whether your testing needs are routine or complex, we work to make sure our diagnostic offerings are customized to your needs and coincide with the latest medical guidelines. Our logistics department routinely schedules multiple stops at client locations, allowing us to process specimens more frequently, resulting in faster turnaround times. Additionally, we provide flexible pickup and delivery times for specimens and can report back testing results as soon as they are complete or at specific times for your convenience.
Be Responsive. We treat you the way we would want to be treated, taking time to listen to your needs and respond quickly to your requests. Our senior medical experts are at your disposal to discuss any questions or issues that arise and escalate them accordingly, while our extensive network of professionally trained couriers provide courteous, dependable service and are equipped to facilitate any unscheduled requests. We hold ourselves accountable by conducting routine business reviews to evaluate our performance and establish metrics to help us make improvements as needed, ensuring we’re meeting or exceeding your expectations at all times.
Be Smart. Our passion for diagnostic laboratory science means we are continually expanding our test menu to stay current on the latest medical guidelines and industry trends. As a full-service reference laboratory, we enable hospital laboratories to maximize efficiency and reduce costs by enabling them to send all of their reference testing to one lab. Our full-time staff, which includes six board-certified pathologists and a director of microbiology, knows what to look for and can offer valuable, experienced-based insight into what methods and platforms work best, even offering customized specialty tests where appropriate.
Experience how our Guiding Principles can work for you. Call us at +1-800-525-5227 or send a contact request online.