As part of ongoing operational readiness, a prepared laboratory will test systems and gather information before unexpected events happen. This includes everything from testing and validating downtime systems, establishing backup testing for emergent care, arranging alternative courier transportation, and managing data offline. 

While preparation is key to mitigating risk, inevitably, there are unforeseen circumstances that will impact operations. Here are four ways the outreach laboratory can swiftly manage operational surprises in real time.

Courier complications

Traffic accidents or weather patterns can spontaneously impact courier pickup times at the customer location. If there are any significant delays, the courier should communicate to the laboratory and to the customer so they can plan accordingly. Rarely, a courier may be involved in an accident while transporting specimens. The first concern should be for the safety of the driver. Make alternative transportation arrangements for subsequent pickup schedules. Be sure to assess the specimens involved in the accident for a hazardous spill. The courier should follow their appropriate safety policies and procedures, and the laboratory should report and document, as appropriate. Specimens may or may not be viable for testing.

Inclement weather

Each part of the country has different weather patterns, with some areas prone to tornadoes, snow, excessive rain, or hurricanes. One thing that remains consistent is the laboratory must remain ready and able to provide laboratory services when called upon. However, outreach customers may choose to close their offices or practices so that patients can stay safe at home. The laboratory outreach team could assist the courier in making calls to the customer to verify if the office or laboratory is open or closed, or if the pickup could be delayed until the weather conditions are improved. Ensure courier safety by limiting services if conditions put them at significant risk.

Missing specimen

There are times when a specimen is sent to the laboratory, but it is never officially received at the laboratory. Rather than assign blame, focus all energy on locating the specimen. Check and recheck every touch point, including the trash receptacles, to make sure the specimen was not misplaced. Send an email to all laboratory stakeholders, and create a consistent header — such as “missing specimen” or a more clever, “man overboard” — to notify them to be on the lookout for the missing specimen, with details in the body of the email. When all internal search efforts have been exhausted, engage the customer to search their own location, and if the specimen cannot be located, document the incident and contact the patient for recollection.

Instrument failure

At times, an instrument fails and is unable to produce results. Often, there is a backup instrument that can resolve the disruption quickly, but if a service call needs to be made, a delay may be unavoidable. Depending on each situation and test platform, the delay may be hours, days, or weeks. Notify the customer of any testing delay so that they can adjust their patient care treatment plan. The customer may benefit from working with the laboratory on alternative testing solutions should the delay be outside of their acceptable patient care limitations. 

There are likely numerous systems in place when looking at internal operations. When the focus is shifted externally to the needs of the customer, it needs to be more mindful. By proactively preparing, you can drastically reduce the unknown variables to continue laboratory and outreach operations under less-than-ideal circumstances.