If you work in or manage a pathology collection centre you would know the importance of sharp presentation, a comfortable environment for the clients, functional and valuable furnishings for the collection centre. The first impressions on a customer will ultimately define their experience with pathology thereafter.
Customer facing pathology could not rely more heavily on this. The success of the organisation will ultimately be defined by customer’s willingness to return, their comfort levels inside the collection centres and the level of care received in the centre. Therefore, it is essential to keep the presentation of your ‘lab’ looking and feeling sharp.
Commercial importance
Customer retention
A sharp collection centre will ensure that your customers stay for life. Many pathology patients are return customers, such as cancer patients, or such as those with ongoing illnesses. Pathology means a lot to such patients, as routine testing is an essential part to ongoing care and health. Such patients need a seamless experience in what can be a painful or stressful occasion.
Using quality furniture such as modular benching, mobile furniture, and a sharp and professional appearance will provide comfort and a caring experience. Customers will want to return for the experience.
Credibility and Social Proof
A sharp lab will show customers that the experience they receive is professional and personal service. Advertising your pathology as a state-of-the-art facility essential to the health of the patients will establish the organisation as a leader, bringing credibility to what is advertised by the organisation.
Such credibility is established by the social proof an up-to-date laboratory and collection centre provides. The first impression a customer receives gives major effect to their ongoing relationship with and the value they place on the pathology.
Consistency of brand (State, National and Global Path groups)
Pathologies, especially large pathology corporations which are seen in most cities and established to service large areas, need to provide a consistency of brand in order not to discredit the corporation as a whole. Implementing reliable and presentable collection setups is essential, as a themed and consistent approach will ensure brand recognisability.
This is important in achieving the above ideas of customer retention, credibility and social proof, as the customer can see tangible professionalism, where the setup and furnishing of the collection centre symbolises the experience he or she will receive.
Practical importance of modular setups
Interchangeable
An interchangeable system of furniture will allow flexibility in your collection centres. In a constantly changing world—pathology—this is essential to the success of both your labs and your collection centres: but especially in customer facing areas.
Changing regulations or customer needs may define the layout of collection centres. Fixed furniture makes this very difficult a process, where modular furniture such as Westlab’s Modulab Connect allows very fast adaptation, through different layouts, interchangeable furniture, mobility and the likes.
Relocatable
Mobility allows modular systems to be relocated to different areas, such as rooms or even buildings. This is true versatility, allowing efficiency in spending on laboratory outfits or collection centre setups. Such versatility also provides personalisation for staff, where specificity or customisation may be preferential to the individual.
Standardisation
Modular systems allow a standard layout or system amongst pathologies. This is especially important (as mentioned above) in large state, national and global pathologies where a certain methodology may be of higher importance. Such efficiency methodologies as the 5S principle or the ‘lean lab’ idea are achieved with modularity in the furnishings of your workspace, where motion and wastage are eliminated.
Speed of Installation
Efficient installation processes are essential to get the pathology suite up and running, and this is where modular furnishings step in. Fixed cabinetry is cumbersome and inflexible, thus making it an inefficient installation process.
When frequent changes arise in pathology, modular joinery allows efficient and effortless uninstallation and reinstallation to ensure minimal disruption to the processes of the laboratory.
