IN PARTNERSHIP WITH:

PAML: EXPLORING THE FUTURE OF DIAGNOSTICS AND SERVICECEO Francisco Velázquez discusses the latest developments and designs moving PAML forwardWritten by: Sasha Orman Produced by: Tom Venturo

33

PAML: EXPLORING THE FUTURE OF DIAGNOSTICS AND SERVICECEO Francisco Velázquez discusses the latest developments and designs moving PAML forwardWritten by: Sasha Orman Produced by: Tom Venturo

regions, because that is something that patients are becoming more used to—as are hand-held devices, which we have several pilots of across the country,” says Velázquez. “Our clients don’t have to go and look for information—the information will follow them and alert them wherever they might be.”

T he strongest businesses are those that never stop improving. Laboratory and

diagnostic solutions company Pathology Associates Medical Laboratories (PAML) has been consistently ranked one of the top reference laboratories in the country. But as PAML President and CEO Dr. Francisco Velázquez understands, such rankings are not permanent. As medical technology evolves, PAML works tirelessly to meet its clients’ changing needs and stay on top as a preferred source for the medical and allied health communities.

STAY ING CURRENT IN A D IG ITAL WORLD“We are living more and more in a digital world, as are our clients,” says Velázquez. This truth is a catalyst for PAML’s commitment to improve its in-house IT resources, while also building strategic partnerships to increase its range of high-tech capabilities from apps to self-service kiosks.

“We are working diligently right now to be able to deploy self-service kiosks in a variety of our

Laboratory

4

Tackling customer service on another front, PAML recently updated its website and client portal in a move that significantly increased functionality and ease of use as well as brought the company’s client interface into the modern age.

“I think our website not only has

H E A LT H C A R E

w w w. p a m l . c o m 5

increased in functionality but also has a more contemporary look,” says Velázquez. “It needed a refresh to stay current with the look and feel that customers expect from successful websites nowadays. It certainly has made it easier for people to communicate with us because of the functionality in the

Laboratory

DiaSorin Inc. | www.diasorin.com

APM

1623

462

88

For more information on DiaSorin products, email info@diasorin.com or call 1-800-328-1482

Broadest Fully Automated Infectious Disease Menu

For more information on DiaSorin products,

Streamline Your Laboratory Process

Improve effi ciency in your laboratory by consolidating the broadest fully automated menu for infectious disease testing on the LIAISON® XL Analyzer.

MMRV EBV Panel ToRCH Treponema Borrellia Burgdorferi

Sarstedt - solutions for the clinical labSarstedt offers modular technologyfor efficient sample preparation. Withoptions for bulk loading, identification, decapping, sorting, aliquoting, and recapping - we provide the automation you need now plus the ability to add more later. And because we are also a global manufacturer of premium consumables, we can provide the total solution for all of your requirements.

Sarstedt is a proud business partner of Pathology Associates Medical Laboratories.

800-257-5101 . customerservice@sarstedt.us . www.sarstedt.com

H E A LT H C A R E

w w w. p a m l . c o m 7

client portal that we have.” In addition to these current

updates, PAML is also exploring ways to continue innovating into the future, including ways to automate its operations wherever possible in order to provide a smoother and more streamlined line of communication for clients.

“We consumers are very critical of time,” says Velázquez. “Anything that adds steps, takes too long, or isn’t convenient, we are less tolerant of than we were a few years ago—and rightfully so. Automation and digital solutions go a long way toward addressing that.”

ACCOUNTING FOR GROW THPAML is no stranger to success: the company has experienced record growth in recent years, and this trend is not expected to end any time soon. Above anything else, PAML attributes this success to its simple focus on quality and customer service.

“We don’t focus our conversations and negotiations with potential clients on pricing,” says Velázquez. “We focus on quality and service—

particularly, how can we help them achieve their goals? Of course we need to be cost effective, which we are, but we focus on synergy, on how complementary we are to you, and whether we are a good fit for what you’re trying to do.”

There is a concrete logic to this strategy—while a low bottom line is always a factor, the adage that “you get what you pay for” is all too often true. At the end of the day what matters most is striking a balance between exceptional value and a

PAML President and CEO

Dr. Francisco Velázquez

Differentiate between IBS and IBD with a non-invasive marker of intestinal inflammation.1

Now available, an FDA cleared assay that delivers the results physicians need for patients with symptoms of IBD

For more information visit www.inovadx.comScan this QR code or go to www.inovadx.com/calprotectin to learn more about this important marker

• A new fecal ELISA test kit offering expanded dynamic range of 15.6-500mg/kg1

• High sensitivity helps guide decision-making when selecting patients for endoscopy2

QUANTA Lite®

Calprotectin

690416 August 2014 Rev. 1

References:1. QUANTA Lite Calprotectin directional insert.2. Bunn, S. et al. Fecal calprotectin: validation as a noninvasive measure of bowel

inflammation in childhood inflammatory bowel disease. J Pediatric Gastroenterology Nutrition 2001;33:14-22.

QUANTA Lite is a trademark of Inova Diagnostics, Inc. © 2015 Inova Diagnostics, Inc. All rights reserved.

INOVA Diagnostics, Inc., San Diego, CA 92131858-586-9900 www.inovadx.com

Optimal allergy and autoimmunity testing solutions using automated, state-of-the-art technology with proven performance in thousands of laboratories all over the world!

© 2

014

Ther

mo

Fish

er S

cien

tific

Inc.

All

right

s re

serv

ed. A

ll tra

dem

arks

ar

e ow

ned

by T

herm

o Fi

sher

Sci

entif

ic a

nd it

s su

bsid

iarie

s.

www.thermofisher.com

It’s unparalleled – for patients and clinicians.bd.com/vacutainer/ultratouch

BD Vacutainer® UltraTouch™ Push Button Blood Collection Set

Minimizes patient discomfort. PentaPoint™ bevel requires 32% less penetration force.

Improved venipuncture. Ultra-thin RightGauge™ cannula allows the use of a smaller gauge suitable for more veins, without compromising filling times or sample quality.

Reduces accidental needlesticks up to 88%.Single-handed, in-vein safety activation instantly retracts needle after use.

© 2016 BD. BD, the BD Logo, and BD Vacutainer are trademarks of Becton, Dickinson and Company.

Laboratory

H E A LT H C A R E

w w w. p a m l . c o m 9

a long term relationship.”

LOOKING FORWARD“In terms of growth, we’re aiming at another record year. I think the numbers speak for themselves,” says Velázquez, noting that March 2016 marked the most successful month in PAML history in terms of volume. To maintain this steady and sustained growth, PAML is employing several modes of development and expansion from

high quality product. PAML’s efforts to achieve this

balance have been instrumental in the company’s 98.5 percent customer satisfaction rating.

“We have made a conscious effort over the last few years on quality and service,” says Velázquez. “If we have good service and superior quality, then the rest falls into place. But if you have service lapses or poor quality, it doesn’t matter what you have—you’re not going to create

1 0

our electronic capabilities by improving websites and portals, improving things that may not be as visible but are highly important like connectivity, and in a couple of regions we have expanded to work with regional systems which allows us to be part of our clients’ continuum of care and their value proposition.”

PAML is also as hard at work as ever to continue improving costs to provide better value for

its electronic capabilities to its testing repertoire.

“In order for us to maintain a value proposition that is significant to clients, we have invested a fair amount of time, effort and money this year into expanding our laboratory capabilities,” says Velázquez. “We need to have a product that is consistent with the needs of our clients, and we’re working really hard on that. We are also continuing to expand

H E A LT H C A R E

w w w. p a m l . c o m 1 1

our clients—we have to ensure that paying for laboratory services does not become an issue for them because we’ve priced ourselves out of the market.”

All of these efforts may take time, but each one carries PAML closer to its goal: to provide an exceptional

its clients. “We drop our own operating expenses about five percent or so at a minimum every year, which allows us to remain cost competitive, because our clients also face a lot of financial pressures,” says Velázquez. “It’s all part of our remaining in line with

1 2

PAML Employees during Lab Week

H E A LT H C A R E

w w w. p a m l . c o m 1 3

level of service to its clients. It may not be the fastest way to grow, but it’s growth that will stand the test of time.

“Our goal is not to be the biggest; our goal is to be the best,” says Velázquez. “If we grow as a result of that, then that is wonderful. But we’re not looking for numbers, we’re looking for relationships. That’s the approach we take, and that is why we keep growing.”

Company Information

N A M E

PAML (Pathology

Associatetvs Medical

Laboratories)

I N D U S T RY

Healthcare

H E A D Q U A RT E R S

Spokane, WA - USA

E M P L O Y E E S

1680

E S TA B L I S H E D

1957

PALM

629 N. Iron CourtSpokane, WA - USA - 99202

Tel: 509.755.8600Email: dlove@paml.com

WWW.PAML.COM