| 1. |
Our first priority is always our customers and their patients. |
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| 2. |
100% on-time delivery of customer items. |
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| 3. |
All staff are trained upon hire and annually in: Speciment Integrity, OSHA Requirements, Exposure Control, Biohazard Issues, Patient Confidentiality, and HIPAA Compliance. |
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| 4. |
Our drivers are all uniformed (with photo ID badges), insured, licensed and bonded. |
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| 5. |
We meet the needs of our customers as they define them by listening and responding accordingly. ex: regarding delivery times, handling requirements. |
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| 6. |
Upon entering and leaving a customer site, our driver will inform staff of their presence. |
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| 7. |
Complaints will be resolved the same day or within 24 hours. |
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| 8. |
We respond positively to our customer requests to changes in routes, times and handling requirements. |
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| 9. |
Communication with our customers will be in accordance with how they want us to communicate. ex: by phone, e-mail, fax, and also the frequency of communication. |
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| 10. |
All telephone calls will be answered 24 hours a day, 7 days a week. (No voice mail, no answering service) |
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| 11. |
No person will be on hold longer than 45 seconds. |
