Standard & Client Charter

CLIENT CHARTER

• Every customer will be treated with care, consideration and dignity.
• Every customer will be given a clear and comprehensive explanation about the test requested when necessary.
• Every specimen shall be handled in a recommended manner.
• Every test shall be performed timely, carefully and accurately using proven and reliable methodology and utilising where possible the latest technology available.
• Urgent (stat) tests shall be attended to and carried out immediately.
• All examination results shall be handled appropriately and kept confidential.

Standard Timeliness

Laboratory Turn Around Time (LTAT)for urgent (Stat) tests (Refer to Appendix [1] ) : within one hour

LTAT for routine tests performed daily all in within 4 hours:

• Chemical Pathology
• Haematology
• Blood Bank

LTAT for batch testing in:

• Microbiology
• Chemical Pathology
• Haematology
• Refer to the specific test in Appendix [2] : a-d

LTAT for microbiology tests:

• Cultures : 24 to 72 hours

Performance

• Participation in national and external Quality Assurance Program (QAP).
• Received accreditation certification from NATA for compliance in ISO 15189 in 2007.

Integrated Clinical Laboratory Service

The Pathology Department practices integration of Clinical Laboratory services. Integrated areas include the following:

• Central Specimen Reception (CSR)
• Main Laboratory – for routine and urgent Blood Bank, Haematology, Chemical Pathology and Clinical Laboratory analyses. It functions 24 hourly.

Vision, Mission & Objective

VISION

The Pathology Department is to provide a comprehensive and quality diagnostic services which is efficient, cost effective and innovative in an information technology based environment.

Mission

We will work as a team to provide an efficient, reliable and quality service towards achieving excellence in patient healthcare that is delivered in a caring and friendly environment

Goal

To achieve quality and excellent service to all our customers.

Values

Quality, Professionalism, Teamwork, Caring Service, Process Excellence

Objectives

	To provide diagnostic and consultative services in Chemical Pathology, Haematology, Transfusion Medicine, Anatomic Pathology and Microbiology.
	To provide training in clinical, technical and analytical skills for the department personnel, trainees and personnel from other government hospitals, institute of higher learning and other government agencies.
	To provide consultative services to Ministry of Health concerning matters related to pathology services.
	To conduct and assist research and development in pathology and other relevant clinical areas of interest.

Introduction

• The Pathology Department is situated at Level 4, and is accessible via the main entrance.
• The Pathology Department provides medical laboratory services to screen, diagnose and monitor treatment and disease progress. The services offered support both patient and preventive health care.
• The Pathology Department functions as a secondary care level with extended services for certain sub-specialities