Efficiency, accuracy, and communication are more important than ever. One often overlooked tool in this environment is the laboratory test catalog. This resource can be transformed from a list of available tests into a hub of knowledge and support for providers, patients, and outreach clients. A well-designed laboratory test catalog serves as a communication platform, an educational resource, and a customer service asset.

A laboratory test catalog is a comprehensive, searchable database with detailed information about tests offered by a laboratory or healthcare system. It guides providers in ordering the right test for the right patient at the right time. However, with a few strategic additions, it can also reduce call center volume, improve provider satisfaction, and enhance patient care.

Below is content that can turn a functional catalog into a strategic customer service tool.

Accurate test basics

Before you start expanding your test catalog, ensure you have a solid foundation with accurate information about test names, specimen requirements, collection instructions, turnaround times, reference ranges, and clinical relevance details.

Laboratory 101

Add a section with information about your laboratory, such as locations, hours of operation, and contact information. Also, consider adding details about how to best use the test catalog.

Timely communication

Use your catalog to build trust and answer questions by including communication, such as test changes, monthly laboratory news, physician letters, and other relevant laboratory information.

Specimen collection and labeling resources

Make it easy for providers and patients to get specimen collection and labeling right the first time with clear guidance, including easy access to:

• Forms and requisitions
• Patient home collection instructions (in multiple languages)
• Provider specimen collection guides
• Specimen labeling and acceptance policy
• Specimen rejection policy

Courier and transportation information

Specimen transport is critical, and couriers are integral laboratory partners with route delays impacting downstream customers. Including details about courier operations can manage expectations and mitigate confusion. Consider including:

• Courier route maps and schedules
• STAT service policies
• Packaging guidelines
• Contact info for courier support

Accreditation documents

Include accreditation documents, such as CAP and AABB certificates, so clients know your lab meets the highest standards. Make them easy to access and download for clients when they need them.

From reference list to strategic asset

In an era where healthcare demands speed, precision, and seamless communication, the laboratory test catalog is no longer just a reference list — it’s a strategic asset. By expanding its content and usability, laboratories can improve provider satisfaction and elevate the patient experience.