Hi-Precision Foundation Training for Customer Service Representative.pptx

Everybody Deserves Hi-Quality Healthcare Foundation Training For Customer Service Representative WHO IS HI-PRECISION DIAGNOSTICS (HPD)? HI-PRECISION DIAGNOSTICS is a duly registered and licensed TERTIARY MEDICAL LABORATORY. Mission: To provide quality diagnostic healthcare se...

Everybody Deserves Hi-Quality Healthcare Foundation Training For Customer Service Representative WHO IS HI-PRECISION DIAGNOSTICS (HPD)? HI-PRECISION DIAGNOSTICS is a duly registered and licensed TERTIARY MEDICAL LABORATORY. Mission: To provide quality diagnostic healthcare services at affordable prices. Vision: To make quality diagnostic healthcare services accessible for all. Core Values: Excellent Customer Care -We serve our patients with utmost care and compassion as we cater to their diagnostic needs. Accuracy – We deliver reliable and accurate results to uphold the trust and confidence of our patients with our services. Innovation – We continuously develop practical and innovative ways to enhance the diagnostic healthcare system that aims to improve the well- being of our patients. Ownership – We are responsible to perform our duties to the best of our abilities and take ownership for the results of our actions. Respect – We treat our colleagues and patients with utmost courtesy and consideration, regardless of their status, race, nationality and beliefs.  HPD BRANCHES HPD Branches (40) Metro Manila (15) Luzon (14) Visayas (7) Mindanao (4) Del Monte Angeles Capitol Cebu - Butuan A.H. Lacson Antipolo Corporate Branch Cagayan De Oro C. Raymundo Pasig Bacoor Liloan, Cebu Davao Commonwealth Baguio Mactan,Cebu Surigao East Avenue Baliuag Mandaue,Cebu Las Piñas Cabanatuan Naga, Cebu Marikina Cainta Osmeña,Cebu NS Amoranto Dagupan Tabunok Cebu Pioneer Kawit Sta. Ana Malolos Sucat San Fernando Taft San Jose Del TM Kalaw Monte Bulacan V. Luna San Nicolas Valenzuela Tarlac  HPD BRANCHES HP Plus Branches (18) Metro Manila Luzon (5) (13) Calamba City Alabang Dasmariñas Ayala North Pasong Tala Exchange Lipa BF Homes Rosario Centuria Batangas Katipunan Sta. Rosa Mandaluyong McKinley West Ortigas Rockwell San Juan SM Aura The Fort Services available in all Branches LABORATORY TEST : Done by registered medical technicians utilizing modern machines at reasonable rates. Complete Fully Automated Laboratory Examination Drug Testing IMAGING PROCEDURES: Performed by highly trained imaging technicians across all HPD branches. X-Ray ECG Ultrasound OTHER SERVICES: Multi-Specialty Doctors Clinic Home Service Mobile Services for Industrial Companies Online Results HPD Application and Online Store  Services available in Selected Branches Mammography  CT Scan Impendence Cardiography  Audiometry (ICG)  Dental X-ray Services 2D-Echo w/ Doppler Study  Psychological Evaluation Treadmill Stress Test Test Ambulatory Services Stress Echo (temporarily  24 Hour Holter Monitoring not available until further  ABPM – Ambulatory Blood notice) Pressure Monitoring 24H/48H Vascular Studies (Carotid Scan, Arterial scan,  HPD Services and Packages  Laboratory  Special Test Anatomic Pathology CD4 Count OncoVantage Chemistry/Immunology DNA Testing Panorama Non-Invasive Clinical Microscopy Diabetes Test Prenatal Screening Drug Tests LiverFASt Paternity Test (Non-Legal) Hematology Steatotest TSC1/TSC2 Full Gene Molecular Diagnostics LiverFASt Select Sequencing and Microbiology Circulating Tumor Cells (CTC) Deletion/Duplication Testing RIA Thyroid Function Test DBS Omega-3 Electrophoresis (Hemoglobin, Serology Endopredict Hemglobin A1c, Protein) Trace Metals Food Intolerance Test Genetic Cardiovascular  Packages Markers Hair Drug Test Total of 22 Packages Horizon Carrier Screening You may visit our website HPV Genotyping https:// Myriad BRACAnalysis www.hi-precision.com.ph to Myriad MyRisk view the composition of the Neuromyelitis Optica packages. Autoantibody Non-Invasive Prenatal Gender  HPD TYPE OF PATIENTS  Walk In  Mission Walk in - Patients who pay their own test in cash, - Patients who where not able to undergo credit card or Gcash. or finish their APE on-site. Hence, they - Includes regular patients, senior citizens, were advised to finish their test in PWDs, animal specimen brought by selected HPD branches. Mission team patients or messenger from veterinary send an endorsement to branches. clinics, etc.  HMO  Insurance - Patients whose tests are issued by an - Patients whose test are charged to their insurance company with LOA health card. Patients need to present endorsement prior to test availment. valid HMO card, valid ID, and doctor’s request with diagnosis for laboratory test request. Note: To check the list of accredited HMO’s you may visit our website https://www.hi-precision.com.ph  HPD TYPE OF PATIENTS  WI:  Clinical P-EMP/APE - Patients who are for pre-employment or Trial who are under a study or - Patients annual physical exam. With endorsement clinical trial. With LOA endorsement from HR of the company or from HMO from RA of clinical trial. provider. Valid ID is required for verification purposes.  SEND  Home IN Service - Patients with own personal request, with - Samples are being picked up by the Doctor’s request, under a study or clinical messengers from different clinics, trial, from HMO (selected HMO only) & diagnostics, and hospitals. Insurance clients (upon endorsement from - Samples are brought in by the Insurance) who want to do their tests at hospitals/clinic staff and the branch has the comfort of their own home. its own send in department who is in charge of sending the results.  Tools We have two (2) tools to check the inquiry of laboratory test, branch information, etc. – Online Pricing System and Hi-Precision website.  The Online Pricing System - Use by Customer Service Representative to check the test price, test information, other test name, test preparation, & running day.  How to use Online Pricing System Select Calculator: Clear - click clear to START form used to check select for another the price of test based branch, source on the source Open the link: Details: Click the Branch: Select the http:// Details to display the preferred branch by pricing.hpdlab.com:83/ test Information such patient as other test name, test preparation , etc. Source: Select the Unit Price – the Login using the correct source (e.g. original price. Source account provided by IT Referral – Price- price based on Walk-in/Senior/PWD) the selected source. then press “Enter” Always double check the source to provide the correct price to patients Search: Key in the Click Main Form test requested by the END patient and press ADD  How to use Online Pricing System ogin using the account provided by our IT.  How to use Online Pricing System From Main Form , select the Calculator  How to use Online Pricing System elect the Branch, Source and search for the test. Source: Referral Includes regular patient whose referring doctor is not yet tagged in the system. Patient does not have a doctor’s request form Patient who prefers not to encode clinician’s name Referral (Senior) – a referral patient whose age is 60 and up. Need to present senior Citizen’s ID or any valid ID with birthdate to avail of the senior discount.  How to use Online Pricing System lick Details to check for other test name, intended use, & test preparation.  Hi Precision Website Aside from Online Pricing System, we can also use our website https://www.hi- precision.com.ph, to check the laboratory test details and preparation, information details of the branches, services available per branch, HPD packages, availability/schedule of the doctors, list of accredited HMO’s and also online results.  Laboratory Test Preparation In HEALTHONLINE, we can also check the laboratory test details, Cut off, Running Time and Releasing of the test Results. NOTE: The price of test is not included or indicated in the website.  Branches Under Branches, you will be able to check the details of the branch including the address, contact numbers, office hours, contact person , available services, and affiliated HMOs.  Services and Packages You can check services and packages in the website. Type in the test and click search  Doctor’s Clinic You may check here the availability or schedule of the doctor from their designated branches.  HMOs You can check what HMOs are acceptable in Hi – Precision branches in our website. Patient need to present HMO card and valid ID for consultation, additional doctor’s request with diagnosis from accredited doctor for laboratory & imaging request. Patient can send request for HMO approval using HMO Approval in our website or can also proceed to our preferred branch for an approval.  Online HMO Approval Patients are required to upload valid ID, HMO card, and test request issued by an HMO accredited doctor with corresponding diagnosis. Unmatched details may result in delay of approval. HMO Coordinators will contact patient to verify some information if necessary. Forms should be submitted at least 2 days before the scheduled date and that approved requests are only valid within 3 days from approval date. Patients will receive a confirmation email once request has been successfully received. Note: Online service is UNABLE to process approvals for STAT or Urgent requests as well as procedures / services that require confirmation of availability / appointment (Ultrasound, 2D Echo, Treadmill/Stress Test, Stress Echo, Vascular, Holter Monitoring, Ambulatory Blood Pressure Monitoring, Doctor’s Consultation, and Pap Smear Collection). For STAT or urgent request and procedures / services that require confirmation of availability / appointment, advise patient to go to Branches page (https://hi-precision.com.ph/branch.do ) and choose preferred branch. Check the branch information and contact the branch directly to inquire and ask assistance to process HMO approval.  Home Service Patients may call 8741-7777 , press 1 for inquiry, press 2 for home service appointment Patients may also download Hi-Precision Diagnostics App and set an appointment  Forms Patients may download the forms online for : Patient Data Sheet Special Test Form (RAPTH9-RAPAMUNE) Case Investigation Form (CIF) A reference number will be generated once patient accomplished the form. Take a screenshot of it, present it to our staff on the day of visit.  Vaccine Store Patients may order vaccines online instead of going to HPD branch for the payment. Advise patient to consult a doctor prior to availing of the vaccination service. If patient do not have her/his own doctor, HPD branches have available doctors for consultation. Inform patient to call chosen branch for appointment. Vaccines are to be administered by one of Hi-Precision Diagnostics' Primary Care Physician (PCP). Availing of vaccination service is deemed final and is not eligible for refund or exchange unless the vaccine is defective or in poor condition. Vaccines are by order basis. TAT is 5-7 working days upon ordering. Customer Care Specialist of branch will call patient once vaccine is delivered to the branch. Refund is only allowed if vaccine ordered is Out of Stock and client is not willing to wait. Only the VP- Purchasing can approve and process the refund thru Paypal. Inform patient that he/she will receive a notification once payment is refunded.  Endorsement system Endorsement system is for our corporate accounts. HR of the company may send endorsement to HPD branches using this service. Authorized HR of the company is provided with username via email for login. HR need to fill out the required details in order to proceed with the request for pre-employment or annual physical exam. Employees are required to present valid ID on the day of visit to HPD branch.  Online Result From our website https://www.hi- precision.com.ph, the patient can also view their laboratory test result. By using their PID# and surname as password to log in. Patient can find the PID# from the upper left part of the Order form. PID# Ex: D0524804. In case patient forgot their PID or lost their order form and call for assistance, CSR need to verify the details of patient first before giving the PID over the phone. Need to get the full name of patient and the date of birth. In case caller is not the patient, need to verify the relationship of the caller with the patient. Corporate accounts can also view results online using the login credentials provided by our IT Team to  Online Result Note: Results of BracAnalysis, Endopredict, Food Intolerance, Hair Drug Test Panel, Horizon, LiverFast, MyRisk, Omega 3, Oncovantage, Panorama, Pre-Natal Gender Test, & Prolaris are not available online. Patient can pick up the hard copy of result in tHPD branch.  Online Result Patient can download and print laboratory test result. From Download click the PDF icon, then click the Print PDF, the file will automatically download. Step 1 Step 2  Laboratory Result In case patient inquire if the laboratory result is available or ready for pick up. Customer Service Representative can check the status from Online Pricing System. From main home, select patient history, enter patient ‘s PID then search. Under information, open the icon to check  Test the status of the results. Status: Complete – it means the laboratory test is available or ready for pick up. No Specimen Received, Running or Scheduled Running - it means the laboratory test still on process or ongoing or with running day. Note: For No Specimen Received, Running or Scheduled Running are not allowed to relay this to patients. Customer Service Representative should inform the patient that test is still on process, or may check the Laboratory test preparation in HPD website for the running day of the test with running or  Laboratory Result The test goes through different statuses before it becomes complete: NO SPECIMEN RECEIVED - From the time that it is encoded until the Laboratory receives the specimen RUNNING OR SCHEDULED RUNNING - Once received, the test remains in this status until the Laboratory Officer authorizes the result. COMPLETE - Once authorized the status displays the result of the test  Laboratory Result Patient’s cumulative results can include the past five results of the same test (Applicable to tests with numeric results only).  Laboratory Result Results are displayed by asterisks *** for calculated results with negative (-) or invalid values. When the mouse is hovered over the icon beside the ***, a pop-up description box appears showing the result. However, they may be also used as an identifier that these tests have been rejected or that these tests are complete.  Laboratory Result Health Online – Histopath All Histopathology results are released in the Health Online Histopath: (1) Surgical pathology (2) Cervical cytology – Pap smear (conventional or liquid-based SurePath) (3) Cytopathology – FNAB, cytology, cell block (4) Immunohistochemistry (5) Grossing & Processing Histopathology Results Tissue blocks and slides are released or returned to the patient for the following cases: (1) Grossing and/or processing requests (2) Tissue blocks and slides processed by other hospital/institution that are submitted to HPD for Immunohistochemistry testing (e.g. ER, PR, HER2, LCA, CD3, etc.). Procedure on how to check the status of the test from Online Pricing System  Ways to get the Results  PICK – UP Patient can get their laboratory result thru pick up from the branch. Patient should bring the copy of the receipt or if he/she forgot, lost the receipt, patient to REMINDER: If the patient insists to present one (1) valid ID. email his/her laboratory result, we need to explain that we are not  ONLINE RESULT allowed to send it due to Data Patient can visit our website to view or Privacy Act. This is to avoid wrong download the result using their account sending of result. details. Images of ECG tracing, X-ray film, and ultrasound pictures are not viewable  Courier online.Delivery Patient may opt to deliver the result to their location/address. This is applicable for home service patients with Imaging tests (e.g. X- ray film) only. Metro Manila Area – 3-5 working days delivery Provincial Area – 5 to 7 working days delivery  Other Result Full Medical Exam (FME) - is a general examination of the body performed by the doctor or general practitioner (GP). Full Medical Exam (FME) report of Insurance companies (E.g. Sun Life, PhilAxa, BPI- Philam, Philam Life,Pru-Life, etc.) and Ishihara Test Score Sheet are given by the Primary Care Physicians (PCP) to the Releasing section right after the procedure. Patients are not allowed to get copy of FME directly from Hi-Precision. Patient may coordinate with the Agent of Insurance to request for the copy from underwriting department. Tests performed by partner institutions depend on the agreement with the Releasing Specialist as to where results (i.e. audiometry) shall be claimed. Mostly, results are endorsed to the Releasing Specialist.  Laboratory Test and Preparations Other test Fasting Test Purpose request name Requirement Blood Sugar Fasting Blood Sugar 8-12 hours fasting. Fasting Blood Glucose Water intake is FBS is a test that determines how much sugar FBG acceptable. is in a blood sample after a period of fasting. FBS Fasting Plasma Overfasting if more This is commonly used to detect and monitor Glucose than 12 hours (note diabetes mellitus. FPG (Fasting Plasma in clinical info if Glucose) proceeded) Blood Glucose Used as part of cardiac risk assessment to help determine an individual's risk of heart Lipid Profile Lipid Panel 10-14 hours fasting. disease and to help make decisions about what treatment may be best if there is borderline or high risk. Uric acid measurements are used in the diagnosis and treatment of numerous renal No patient and metabolic disorders, including renal UA Blood Uric Acid preparation failure, gout, leukemia, psoriasis, starvation or necessary. other wasting conditions, and of patients receiving cytotoxic drugs.  Laboratory Test and Preparations Other test Fasting Test Purpose request name Requirement Have blood extraction done 2 Used to measure blood glucose exactly 2 hours after a full hours after you start eating meal. meal. Patient cannot 2 Hour Post eat or drink anything Prandial Test This test is used to see if someone with except water in the 2 diabetes is taking the right amount of insulin hours after meal with meals and before blood extraction. Used to screen for, diagnose, and monitor a range of conditions relating to the bones, No patient Calcium heart, nerves, kidneys, and teeth. Total Calcium preparation Ca Often measured as part of a routine health necessary. screening to diagnose or monitor a variety of conditions. May be used in evaluation of various disease Inorganic including chronic kidney diseases of the 8-12 Hours fasting Phosphorus parathyroid, bone tumors, Diabetic Ketoacidosis and calcium disorders  Laboratory Test and Preparations Test Fasting Requirement Purpose Measured in patients with renal failure and/or transplantation, in whom problems include 4 hours fasting Ionized Calcium secondary hyperparathyroidism. It is indicated Water intake is acceptable. for patients with sepsis, with magnesium deficiency and in pancreatitis. No patient preparation Check for liver disease or damage to the liver, Alkaline Phosphatase necessary. and/or bone problems. No fasting required. No Helps to assess recent alcohol ingestion. It also GGT alcohol intake for 24 hour. distinguishes between skeletal and hepatic disease when serum ALP levels elevated.  Laboratory Test and Preparations Test Fasting Requirement Purpose Used in investigation of suspected folate deficiency. Significant folate deficiency is characteristically associated with 8 hours fasting. Water intake macrocytosis and megaloblastic anemia. Folate/Folic Acid is acceptable. Lower than the normal serum folate also has been reported in patient with neuropsychiatric disorders, in pregnant woman whose fetuses have neutral tube defects, and in women who have recently had spontaneous abortions. Ask patients if they have received a vitamin B12 injection within the last 2 weeks. Patient results will For investigation of macrocytic anemia not reflect deficiency or For work-up of deficiencies seen in Vitamin B12 malabsorption after recent B12 megaloblastic anemias injection. If patient has received For evaluation of alcoholism and mal- an injection within the past 2 absorption syndromes weeks, this test should not be ordered.  Laboratory Test and Preparations Test Patient Preparation Purpose No fasting required. Patient will drink 50 grams of glucose solution. Patient is required to finish the 50 grams glucose Oral Glucose Challenge Test solution within a 5-minute period. Used to detect Gestational Diabetes for pregnant (OGCT) Blood extraction is done 1 hour women. after drink is finished. If patient vomits at any time before the blood extraction, procedure is invalid and needs to be repeated. 8-12 hours fasting. Water intake is acceptable during fasting. Overfasting if more than 12 hours (note in clinical info if proceeded) Patient will drink glucose solution Usually used to test for diabetes, insulin Oral Glucose Tolerance Test (glucose concentration based on resistance, and sometimes reactive (OGTT) doctor’s request) after blood hypoglycemia. extraction of fasting blood sugar (FBS). Patient is required to finish the glucose solution within a 5- minute period.  OGTT Preparation Pregnant? NO YES YES Number of extraction as OGTT (0,2) OGTT (0,1,2) OGTT (0,1,2,3) requested by the doctor Grams of medic 75 grams 75 grams 100 grams orange 1st blood 1st blood 1st blood extraction for extraction for extraction for fasting sample fasting sample fasting sample Drink glucose Drink glucose Drink glucose solution within solution within solution within Procedure 5mins 5mins 5mins Blood extraction Blood extraction Blood extraction after 2hrs of after 1 & 2hrs of after 1, 2 & 3hrs glucose glucose of glucose consumption. consumption. consumption Test Code OGNP OGP75 OGP100  Laboratory Test and Preparations Test Fasting Requirement Purpose Provide direct smear slide for patient with CBC and platelet count request for patients with Platelet monitoring (e.g. Dengue); To help determine their general health status patients with Fever ; Patients (i.e. having symptoms such as fatigue or CBC and Platelet Count undergoing Chemo Therapy or weakness or has an infection, inflammation, radiation bruising, or bleeding). Fill out Peripheral Blood Smear Form and CBC shall be requested Used in evaluation of blood disorders like Peripheral Blood Smear and charged along with PBS Anemia and Leukemia. request if patient has no previous CBC result. No fasting required. Avoid eating high red meat diet for 24 hours. Most commonly used indicator of kidney Avoid excessive physical activity function test. Creatinine for 8 hours. Preferably no Requested before and after dialysis to monitor medications for 8 hours (check the effectiveness of treatments. Interferences section for  Laboratory Test and Preparations Test Fasting Requirement Purpose No fasting required. Determine the cause of breast milk production Samples should be collected 3-4 not associated with pregnancy or breast-feeding hours after waking up. Do not Prolactin (galactorrhea). Detect and diagnose tumors that take Biotin (Vitamin B7) for 8 produce excess prolactin (prolactinomas), hours prior to extraction. monitor their treatment, and detect recurrences Used in evaluating lactic acidosis observe during Avoid any hand or arm exercises intense muscular activity, shock and a variety of before and during the blood Lactic Acid different conditions including diabetic extraction and do not use ketoacidosis, renal or hepatic insufficiency, drug tourniquet. over dosage and certain genetic diseases.  Specimen Type Urinalysis (Urine) Drug Test (Urine) You collect first morning sample or Drug test bottle random midstream clean-catch urine. Authorized Specimen Collector Encourage patient to avoid drinking lots Authorization letter for minor patients of fluid to urinate concentrated urine. Ask for patient’s last menstrual period Look for clean leak-roof container Require patient to fill out CCF form Last menstruation period (at least 3 Expired valid ID is acceptable for Corporate days after the last day) accounts only 2 hours only at room temperature Wee bag for infants and young children (at least 5ml) Fecalysis (Stool) 24 Hour Urine Creatinine Clearance Pea size about the size of a 25 (Urine) Patient’s height and weight centavo coin Ensure proper collection of urine Use the reverse side of the diaper (for sample baby) Extraction for serum creatinine Use the appropriate stool cup -Clean, leak-proof Should ask patient’s last menstruation  Laboratory Test and Preparations Occult Blood Test Culture and Sensitivity Test (Urine, Sp Pea size about (GUIAC) the size of a 25 centavo (Stool) Specimen type coin Antibiotics taken Observe proper diet for 3 days Diagnosis Oral medications such as NSAIDS and Go for midstream urine collection Vitamin C and rectal medications should Encode the correct test code be avoided. Re-check expiration date of the Procedure like barium enema is container prohibited Microbiology request form Samples must not be collected during or Semen Fluidcontainer Sterile Analysis (Semen) Pap until 3 days after menstrual period or Smear You instruct patient to urinate first while Avoidhaving bleeding intercourse, hemorrhoids douching, or any or using blood vaginalin medicines the urine. or spermicidal foams, prior to ejaculation creams or jellies for two days before Ensure proper labelling of pre- having a Pap smear, as these may wash weighed container away or obscure abnormal cells. Sexual abstinence for 2-7 days No menstrual spotting for 3 days Synchronize time with the Correct test code should be used laboratory Explain the need to fill out the Submit the specimen right after  Laboratory Test and AFBPreparations (DSSM) Sputum Spot-Spot Collection Spot-Early Morning Collection Collection – 2nd sample is at Collection – 2nd sample least 1 hour apart. early in the morning Of course use sterile Of course use sterile container container Use the correct test codes. Use the correct test codes Guide patient in filling out Guide patient in filling out NTP laboratory request NTP laboratory request form. form, and write “To Follow” Have the test Have the test accomplished within 24 accomplished within 3 hours from the time the days from the time the first first sample was collected. sample was collected.  Imaging Procedure and Preparations X-RAY It is a special method for taking pictures of internal area of the body using a machine that focuses a small amount of radiation on the area of the body to be examined. Female patients should sign on I am not pregnant stamp seen at the back of order form copy. Kidney, Ureter, Urinary Bladder (KUB) X-Ray There is no special preparation. you will be asked to remove your upper and lower garment and brassiere for female to wear a gown during the exam. Patients are advised not to wear clothes with buttons or with rubberized material prior to the procedure instead, please wear any color plain T-shirt. Bowel Preparation Details: 1. You may take two dulcolax the previous evening or 1 hour after dinner. 2. Nothing by mouth after an evening meal on the night before the examination. Bring the latest previous result of x-ray including the film or CD if any. Bring the Doctor's request. Patient must notify the Radiologic Technologist if she is pregnant or suspect to be pregnant. if it is necessary for the pregnant Patient to have an X-ray, an written OB  Imaging Procedure and Preparations Ultrasound It is an imaging method that uses high-frequency sound waves to produce images of structure within your body. Hepatobiliary (Liver,Gb,Pancreas) Gall Bladder Upper Abdomen Ultrasound (Liver,Gb,Pancreas, Spleen) Fasting for at least 6 hours, but doesn’t requires full bladder No food intake for at least 6 hours. NOTE: No need to fast if patient has undergone cholecystectomy or surgical removal of gall bladder. Drinking water is not prohibited. Bring previous ultrasound result for the comparison.  Imaging Procedure and Preparations Kidney, Ureter, Urinary Bladder (KUB) Lower Abdomen (Kidnet, UB, Ovary/Prostate) Urinary Bladder Pelvic Prostate No fasting but requires full bladder Avoid drinking colored drinks for at least 6 hours. Full bladder is required prior the procedure. The staff from Imaging Department will instruct the patient as to when to start drinking water (at least 1 liter) when he/she is about to be called in queue; while taking note of the following: - If patient is not done with blood extraction, patient is not yet allowed to drink water. - If patient has not yet collected sample for urinalysis, patient is advised to drink 1 to 2 cups of water. - If patient's condition requires a certain amount of liquid intake. - Bring previous ultrasound result for comparison.  Imaging Procedure and Preparations Whole abdomen Fasting at least 6 hours and full bladder is required. No food intake for at least 6 hours. NOTE: No need to fast if patient has undergone cholecystectomy or surgical removal of gall bladder. Avoid drinking colored drinks for at least 6 hours. Full bladder is required prior the procedure. The staff from Imaging Department will instruct the patient as to when to start drinking water (at least 1 liter) when he/she is about to be called in queue; while taking note of the following: - If patient is not done with blood extraction, patient is not yet allowed to drink water. - If patient has not yet collected sample for urinalysis, patient is advised to drink 1 to 2 cups of water. - If patient's condition requires a certain amount of liquid intake. - Bring previous ultrasound result for comparison.  OB Ultrasound Procedure GUIDE IN OB ULTRASOUND PROCEDURE PROCEDURE TEST CODE/S WEEKS INTENDED USE REMARKS PREGNANT-First Trimester(Used to Monitor PREGNANT: 0- the Weeks or Months of TVS 3MONTHS (0- the baby) NON- 12 WEEKS) PREGNANT-Follicle monitoring/cervical length  OB Ultrasound Procedure PELVIC ULTRASOUND (CAN EITHER BE BPS OR BIOM) 3-5MONTHS (STARTS Measurements/ BIOMETRY FROM 14-20 Gender/Fetal age WEEKS ) 8-9MONTHS This is a special test. (STARTS Fetal tone, Movements, BIOPHYSICA Need the Doctor's FROM 28 Breathing, Amniotic L Request of the WEEKS AND Fluid Index patient. UP) 5MONTHS- Can detect the vast This is a special test. CONGENITA 7MONTHS majority of major birth Need the Doctor's L ANOMALY (24-28 defects/Gender; Request of the WEEKS) detailed patient.  Imaging Procedure and Preparations CT Scan with Contrast It uses a combination of X-rays and a computer to create pictures of organs, bones and other tissues. To help them appear clearly, a special dye called a contrast material is needed. Patient needs to fast for 4 – 6 hours, depending on the procedure. No metformin should be taken 48 hours before the procedure.  Imaging Procedure and Preparations Mammography Do not wear deodorant, talcum powder or lotion under the arms or on the breasts on the day of the exam. The best time to have a mammogram is 1 week after the last day of menstrual period when the breasts tend to be less tender, thus the patient will feel less pain. Inform the X-Ray Technologist if the patient has breast implant/s in order to avoid rupturing the implant/s. Bring previous mammogram film for comparison if any.  Imaging Procedure and Preparations Treadmill Stress Test This test is used to provide information about how the heart responds to stress. Normal rest the night before the test. Bring usual medications and comfortable clothes. Avoid coffee, tea, chocolate and smoking at least 6 hours before the procedure. Light meal or snack can be taken 2 hours prior the procedure. No beta blockers 48 hours before the patient undergo the test. Top Inquiry Received  Proper Spiel in answering a call OPENING SPIEL: Thank you for calling Hi-Precision! This is _____. How may I help you? BEFORE PLACING CUSTOMER ON HOLD: Dear ______, May I put you on hold for a minute or two/for one to two minutes, so I may check on your concern/so I may process your booking? RETURNING TO CUSTOMER AFTER HOLD: Thank you for waiting/Sorry to have kept you waiting (this is we know we have placed customer on hold for more than 2 mins.), I have verified /confirmed… FOR CALLBACK (DUE TO LONGER THAN EXPECTED HOLDING TIME): Dear _____, may I call you back in a few minutes? I just need to verify more information to provide you with the most accurate reply? CALL OUT: Good morning/ Good afternoon! This is___of Hi-Precision. May I please speak with____? BEFORE ENDING A CALL: Is there anything else I can help you with? Thank you for calling Hi-Precision! IMPORTANT NOTE: WHEN THE LINE IS CUT, ENSURE TO CALL CUSTOMER BACK  Proper Handling/Assisting Patient’s Inquiry  Customer Service Representative should properly screen the inquiry or concern of the patient.  In assisting patient’s inquiry, ask and get the important details like:  name of patient/caller.  Branch where he/she conducted the laboratory test/Branch concern  Age of patient/ Senior/ PWD esp. for price inquiry  Specific laboratory test. (Ask if with doctor’s request).  Provide the important details/information that the patient should know:  Price of the laboratory test, laboratory test preparation  Cut – Off  Running day  Releasing of result  Reminder: Golden Rule: We are not allowed to say No, I don’t know, or we do not have the test without having it confirm with the laboratory or concern department. Always remember that we need to apply in our daily routine the HPD Mission, Vision, and Core Values for us to deliver our Fast and Cared for Experience to our dear patients. POC with HPD We will create viber group for FB endorsements for home service schedule. Viber group for IT related concerns including online results. Contact person for billing - Ms. Mary Rose Anne Sese - 8863-9999 local 168 For branch concern/complaints, send the details using the template that we will share it with the team to [email protected]. Our team handling it will send to branch involved. Branch Supervisor will be the one to reply/attend to patient’s concern/complaint. Thank you for your time. Welcome to Hi-Precision Diagnostics 