Client communication and digital portals – Introducing our customer support

Each day, hundreds of blood and bone marrow samples from different doctor’s offices, medical care centers, and clinics arrive at MLL. In addition to a consistently high testing quality, working closely together with our clients is very important for us as a diagnostic laboratory. Fast and reliable communication, both internally and externally, plays a fundamental role here, which we are constantly trying to optimize along with the necessary digital processes.

The first point of contact for this is our “Customer Support” department (Julia Hennig, julia.hennig@mll.com). By networking with other departments as well as regular and intensive discussions with our physicians, biologists, IT specialists, and data protection officers, our Customer Support department is always up to date across all disciplines and is able to quickly resolve questions or forward them to the right contact person.

A core daily task of the Customer Support department is the maintenance of client data and the documentation of supplementary information. This includes the best contact options (phone numbers, email addresses, etc.) to ensure reliable communication. Furthermore, where desired, individual preferences for the testing methods are stored for each client. Armed with this information, the responsible employees are able to carry out and allocate the orders from our clients as specified and in a medically appropriate manner. This data is also required and taken into account in the plausibility check performed by medical staff for each incoming test request.

Such information helps us to reach you promptly if necessary, but also helps to avoid any unnecessary further questions. We would therefore be very grateful if you would support us in this respect, and also proactively provide us with this information. In addition, regular communication with our Sample Receipt and administration office is important for our Customer Support department in order to identify potential problems and challenges regarding the transmission of findings and sample material at an early stage.

In addition, one of the most important tasks is supporting and maintaining our digital portals. We currently offer two digital portals for our clients:

The findings portal and the digital order entry, our order entry system.

While the findings portal uses a web-based solution, the order entry requires the additional setup and implementation of the necessary connection to the AIS/KIS(physician/hospital information system) and – where desired – subsequent expansion to additional computers or locations. After establishing the connection, a convenient and entirely digital test request can then be submitted by the physician.

This video provides information on the most important aspects of our order entry system.

All the details concerning registration, a test account for trying out the system, and a tutorial video are available at www.mll.com/orderentry.

Of course, we very much hope that you are satisfied with our diagnostic service and our digital portals at all times. However, should you have any criticism, feel free to contact our customer support (befundportal@mll.com or orderentry@mll.com) with your feedback.

We have developed our digital portals for various reasons. On the one hand, it is essential for us to make order submission and communicating findings as straightforward, user-friendly, and environmentally friendly as possible. With our portals, we also offer a service that solves the most frequently asked questions from clients: Have my samples arrived? What is the status of my analyses and when can I expect the initial results? Can you re-send me older findings?

The COVID-19 pandemic and the 2021 flood disaster have shown us how important it is to be able to view findings digitally at any time and from any location.

In addition, digitalization and automation are also playing an increasingly important role in healthcare. A few years ago, for example, sending a fax was still the most common means of communication, but digital formats are increasingly taking over. This is why it will continue to be our goal in the future to constantly develop the portals with all their possibilities and to consistently expand and improve the way we communicate with clients.

Should you have any questions about the portals or any other concerns, please do not hesitate to contact us. Feel free to contact us via email or phone at:

befundportal@mll.com or orderentry@mll.com

T: +49 (0)89 99017-551