Quest Diagnostics Incorporated is the nation's leading provider of diagnostic testing, information and services that patients and physicians need to make better healthcare decisions. Every employee represents an important part of the Quest Diagnostics team and each team member plays an integral part on our road to improving patient care.
It is no coinicidence that our vision begins with "dedicated people" because we believe that "satisfied employees yield satisfied customers which yield satisfied shareholders". This "satisfaction model" recognizes that our employees are the foundation upon which all future success is built and forms the basis for our "put employees first" policy. Surya Mohapatra, Ph.D., our Chairman and CEO, strongly believes that our people and their passion for the patients we serve are a driving force of our company. He stated:
"We are committed to three priorities company wide: patients, growth and people. Every business day more than half a million people and their families entrust us to tell their doctors whether they are healthy or ill. This is an awesome responsibility and one we take very seriously. Quest Diagnostics is all about people caring and about helping other people. Our vision — dedicated people improving the health of patients through unsurpassed diagnostic insights — is the source of our passion for the patient and the reason we come to work each and every day."
Our satisfaction model is reinforced in countless ways throughout the company, from posters and pins to awards and recognition. Other ways that the satisfaction model are reinforced are:
• Local Town Meetings that disseminate critical news and allow an opportunity for employees to ask questions or provide feedback.
• Local business unit events such as celebrations of employees' years of service, special activities such as Lab Week or customer service week, and celebrations relating to performance of particular business unit goals.
• The Open Door Policy provides employees a method to seek guidance and decisions up the management line if necessary, without recrimination.
• The company has a variety of channels that promote two-way communication such as "contact Surya" (emails directly to the CEO and chairman), and a variety of hotlines that employees can call with questions or concerns.
• Employee engagement is further solicited through our Employee Satisfaction Survey. The results are sorted and sent to each business unit so action plans can be created to address any areas that need to be improved. The action plans are closely monitored throughout the year, and have been instrumental in securing actual improvements in our employee satisfaction.
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