Many customers complained the process of COVID-19 test in a hospital for obtaining a medical certificate indicating a negative result of COVID-19 nucleic acid test to travel abroad. The whole process of COVID-19 test in this hospital including making an online appointment, filling in the personal data sheet, taking the message they have received and their ID cards for registration at the check-in desk, waiting for the nurse, questioning by the nurse, waiting for the doctor, inspecting by the doctor, walking to the cashier counter, paying the test fees, taking the receipt and going upstairs to the test venue, testing, waiting for the report, queuing from 6:00 pm (the customers are allowed to queue for getting the report from 6:00 pm to 9:00 pm), waiting 10 minutes, and finally getting the hardcopy of medical certificate at the check-in desk. One customer has complained that "Even if I am quite healthy now, I am afraid that I will be infected there", another customer said that "I do not know the reason why we must be back to take the test report", and the other customer shared his experience "I was informed to be here at 9:30 am. It is 11:30 am now, but it is still not my turn".

The procedure of a COVID-19 test service has significant effects on customers' satisfaction and the service quality. Based on the above-mentioned, discuss and illustrate how recording techniques (process charts) and quality management tool(s) can be combined/integrated to build a powerful tool for making improvements on COVID-19 nucleic acid test.