Increased Patient Satisfaction and a Reduction in Pre-Analytical Errors Following Implementation of an Electronic Specimen Collection Module in Outpatient Phlebotomy

• Published in: Laboratory medicine 2017-08, Vol.48 (3), p.282-289
• Main Authors: Kantartjis, Michalis, Melanson, Stacy E F, Petrides, Athena K, Landman, Adam B, Bates, David W, Rosner, Bernard A, Goonan, Ellen, Bixho, Ida, Tanasijevic, Milenko J
• Format: Article
• Language: English
• Subjects: Blood Specimen Collection - methods; Blood Specimen Collection - standards; Electronic Health Records; Humans; Laboratories; Outpatients; Patient satisfaction; Patient Satisfaction - statistics & numerical data; Phlebotomy; Time Factors
• ISSN: 0007-5027; 1943-7730
• DOI: 10.1093/labmed/lmx024

Abstract Background Patient satisfaction in outpatient phlebotomy settings typically depends on wait time and venipuncture experience, and many patients equate their experiences with their overall satisfaction with the hospital. Methods We compared patient service times and preanalytical errors pre- and postimplementation of an integrated electronic health record (EHR)–laboratory information system (LIS) and electronic specimen collection module. We also measured patient wait time and assessed patient satisfaction using a 5-question survey. Results The percentage of patients waiting less than 10 minutes increased from 86% preimplementation to 93% postimplementation of the EHR-LIS (P ≤.001). The median total service time decreased significantly, from 6 minutes (IQR, 4-8 minutes), to 5 minutes (IQR, 3-6 minutes) (P = .005). The preanalytical errors decreased significantly, from 3.20 to 1.93 errors per 1000 specimens (P ≤.001). Overall patient satisfaction improved, with an increase in excellent responses for all 5 questions (P ≤.001). Conclusions We found several benefits of implementing an electronic specimen collection module, including decreased wait and service times, improved patient satisfaction, and a reduction in preanalytical errors.