Because You Provide a Service
There are two answers to any question about customer service. The first is Because we provide a service, which defines it from the company's point of view.
The second is nearly identical: Because you provide a service.
Here's a scenario at two hospitals:
A patient arrives for scheduled testing and is told to first go to the lab. The patient doesn't have any paperwork but does have a standing order for a prothrombin time that is drawn and completed. Unfortunately, the patient is scheduled for a CT scan and really needs a BUN and creatinine before receiving contrast media. The patient is stuck again, testing is delayed and an unnecessary report is generated in the meantime.
In the first hospital, the laboratory says, "We didn't have an order at the time the patient arrived, so it isn't our fault. We did the best we could. It's Radiology's responsibility to let us know when a patient is arriving for CT so we can run the correct test. Better yet, the patient should come the day before. That way, there is no error."
In the second hospital, the laboratory says, "The patient and the CT tech expect us to run that test. How do we make that happen for them?" Since the CT scans are scheduled in advance, the laboratory implements a policy of reviewing the schedule the day before to see what patients may need a BUN and creatinine. The names of these patients are posted in the phlebotomy area as a reminder to make sure an order isn't missed. Some of the techs reviewing the schedule search the patient's recent history and forward results to the radiology department, hoping to save the patient a stick.
The first laboratory isn't wrong, but all they see is we. Consequently, they blame the customer.
The second laboratory understands that it doesn't matter what we think, and they do something about it. What matters most is what the customer thinks of you.
Because you provide a service.