MCN is proud to announce continued gains in client-facing performance metrics. While the company has always met or exceeded industry benchmarks, at the end of 2013 we resolved to do better. The key was and is a shift in how we view quality; moving from inspection and correction and rework to the highest quality input from our consultants. This was achieved by engaging all MCN staff and consultants in the process of examining how we get things done, and making a number of changes to reduce error and rework. We also continued to develop our information infrastructure to support these efforts with workflow enhancements including our recent launch of an updated Provider Portal.
Well the results are in and significant. Key metrics include a reduction in total turnaround time from ordering of reports to delivery, to fewer than 17 business days (note that all numbers are aggregate along all product lines, clients and regions – individual results vary). Turnaround from day of examination/review to delivery is less than 7 business days. We have included graphic data illustrating these achievements. We have also markedly reduced the need for rework and clarifications by consultants.
Quality improvement is a process and not an end point. We congratulate and thank all of our consultants and staff who work to achieve these milestones. We invite our clients and readers to provide us feedback so that we may learn from you.