Specimen collection is one of the few areas of laboratory medicine that involves direct outpatient contact. As a result, patient satisfaction with this service is a vital indicator of quality laboratory performance. The CAP’s Laboratory Accreditation Program requires measurement of patient satisfaction with laboratory services Checklist statement (GEN.20335). Use this monitor to help meet this requirement.
Assess patient satisfaction with outpatient phlebotomy services by measuring patients’ assessments of waiting time, discomfort level, courteous treatment, and overall satisfaction.
On a monthly basis, participants will provide copies of a standardized questionnaire in English and Spanish to a minimum of 25 outpatients (maximum of 99 outpatients) using predetermined data collection criteria. This monitor includes any outpatient undergoing venipuncture. This monitor excludes patients seen in the emergency department, ambulatory surgery area, urgent care facility, chest pain center, 23-hour short-stay facility, employee health department, outpatient health screening fair/promotion, dialysis center, nursing home, or extended care facility.
- Satisfaction scores and satisfaction rates (% of patients rating 4 or 5) for the following categories:
- Overall experience
- Waiting time
- Patient comfort
- Patient privacy
- Laboratory hours of operation
- Shipment A: December 3, 2018
- Shipment B: March 4, 2019
- Shipment C: June 3, 2019
- Shipment D: September 3, 2019
Participants in the Q-TRACKS program receive:
- Users Guide
- Templates and instructions for data collection
- Quarterly reports that include fingerprint clusters, customer-defined groups, and all institution comparisons
- Peer directory
Q-TRACKS activities meet the American Board of Pathology MOC Part IV Practice Performance Assessment requirements.
For Comprehensive Collection of Tools, see Quality Management Tools.