R. Ross Reichard, M.D., DLMP Vice Chair of Quality and Associate Chair of Practice, recently contributed to a College of American Pathologists (CAP) article in CAP Today. The article, "How the Laboratory Drives Patient Satisfaction," explores the myriad ways laboratories can monitor and improve the patient experience.
“Laboratory medicine and pathology touches patients in nearly every aspect of their care,” said Dr. Reichard. “The results are often key to the diagnosis and management of the patient.”
Mayo Clinic tracks metrics from its laboratory information system (LIS) to keep on top of patient satisfaction. These include wait times for each outpatient collection area, with a goal of having 80 percent of patients called within 15 minutes to give their specimens. This places an emphasis on reducing redraw rates.
Patient satisfaction surveys also play a role in improving the patient experience. "Reichard said the paper surveys get much better response rates than online surveys. Patients are asked about the demeanor and professionalism of front-line staff, whether the work area is organized and clean and how long they waited. The patients’ subjective sense of their wait time can be compared with the information system’s tracking."
Read the full article and learn about the focus on reducing redraws in CAP Today.