| Web: | mayocliniclabs.com |
|---|---|
| Email: | mcl@mayo.edu |
| Telephone: | 800-533-1710 |
| International: | +1 855-379-3115 |
| Values are valid only on day of printing | |
| Web: | mayocliniclabs.com |
|---|---|
| Email: | mcl@mayo.edu |
| Telephone: | 800-533-1710 |
| International: | +1 855-379-3115 |
| Values are valid only on day of printing | |
Managing patient expectations for home specimen collection
Outreach
When patients are tasked with collecting specimens at home, the procedure can require special timing, collection steps, or storage conditions. If these aren’t clearly communicated to the patient beforehand, it can lead to confusion and unnecessary frustration. A laboratory can set up its patients for success, and thereby itself, by managing expectations when home collections are necessary.
The following is a list of recommended steps for laboratories interested in giving their patients a successful home specimen collection experience:
Ensure your laboratory staff has sufficient training with scripting on all necessary instructions and answers to the most commonly asked questions. When the patient initially arrives with the test order, encourage staff to spend time with the patient, verbalizing the collection procedure instructions and answering the patient’s questions before they leave. An investment of time on the front end of the experience can save lost time later.
For your most common home collection tests, have kits prepared so they are easy to hand out. If possible, provide the kits in discreet packaging to account for patients needing to leave and return with the specimen.
In addition to the collection materials, the pre-assembled kits should contain a copy of collection instructions, frequently asked questions pertaining to their specific test, and a map of the hospital campus with indicators for the laboratory and the registration department. Also include a contact number for the laboratory in case the patient has questions or concerns during the collection procedure. Use a larger font and a general public reading level of eighth grade for ease of reading.
If you are in a multilingual community, have copies available in your most commonly spoken languages to ease the communication process for patients and frontline staff.
Make the paper version of the collection instructions available on your website in case the original copy is lost.
Knowing the collection instructions will be used as a reference for the patient, consider including the following in the instructions.
Create an expedited process for patients to return specimens to the laboratory. Rather than requiring a full registration, perhaps have the laboratory staff perform a shortened account registration so the patient can be on their way faster. If a specimen is returned the same day, have the patient go directly to the laboratory with their specimen and bypass a new registration altogether. Develop a prompt specimen return process that does not require patients to wait in line behind onsite collections.
With ample patient resources, staff training, and proactive processes, you can manage your patients’ expectations of home specimen collections and create a positive experience with your laboratory services.
