Collecting a blood specimen is often the initial step to gaining insight into a patient’s health concerns and providing an accurate diagnosis. This may explain why laboratory work is among the most frequently accessed services in hospitals.

As the starting point in many patient journeys, the phlebotomy experience can shape perceptions not only of the laboratory but of the entire hospital.

The checklist below is designed to help you deliver an exceptional experience for every patient.

Appointment scheduling

• Enable patients to schedule laboratory appointments to reduce wait times and better manage staff scheduling.
• Offer self-scheduling through your organization’s online patient portal if available. This allows patients to schedule at their convenience, view all available locations and time slots, and complete registration forms in advance.
• Provide the option to call and speak directly with a scheduler for those who prefer a more personal touch.

Check-ins and wait times

• Encourage patients to use self-service kiosks, digital intake forms, mobile apps, and other technologies to complete tasks before arriving and notify staff of their arrival.
• Manage wait time expectations and keep patients informed of any delays, including prioritized urgent cases. Transparent communication helps reduce frustration and improves the overall experience.

Patient spaces

• Create a calming environment with comfortable seating, soft lighting, and clean, well-organized waiting areas and drawing stations.
• Perform regular checks of waiting rooms and restrooms, promptly addressing any clutter or mess.
• Avoid paper signage on the walls, as it can create visual clutter and appear unprofessional.
• Prepare all necessary supplies and labels before calling a patient. Being organized allows staff to focus fully on caring for the patient.

Communication

• Use both verbal and nonverbal cues when greeting the patient. A professional appearance and demeanor, such as a friendly expression and direct eye contact, builds trust and credibility.
• Explain the procedure and ask about any past challenges with blood draws, such as fainting or anxiety. This builds rapport and supports a smoother procedure.
• Be attentive to patients with language barriers or hearing impairments, as they may need extra time to process information. Face the patient directly, speak clearly at a moderate pace, pause regularly, and check for understanding. Pay attention to facial expressions and body language, as they may signal discomfort or distress.

Anxiety management

• Assign a senior or specially trained phlebotomist to patients with special needs or unique circumstances.
• Consider offering butterfly needles and local anesthetic spray to help minimize discomfort.
• Maintain a calm and reassuring demeanor throughout the interaction.
• Engage in light conversation — such as asking about the patient’s day — to help redirect their focus away from the procedure.
• Recall and mention personal details during follow-up visits with regular patients to foster connection and trust.
• Provide words of encouragement to support the patient through the process.
• Offer water, juice, or crackers after the draw.

Patients often have options when selecting laboratory services. While many factors influence their choice, the way you make them feel plays the most significant role in fostering loyalty and encouraging referrals to friends and family. By implementing the suggestions above, you can create a positive experience that makes your lab their preferred destination for laboratory services.