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Assessing non-physician satisfaction with laboratory services provides valuable information for targeting quality improvement activities. The CAP’s Laboratory Accreditation Program requires institutions to measure customer satisfaction. This study is intended to assist laboratory management in measuring satisfaction of services by non-physician medical staff that interact with the laboratory, such as bedside nurses, nurse practitioners, and other advanced practice nurses, physician assistants, radiology technologists, clinical pharmacists, and respiratory therapists. Weekly customer feedback reports may assist laboratory staff to timely address reported customer issues, identify areas for improvement, and understand client needs to address to improve satisfaction by non physician care team members with laboratory services.

Enrollment will meet CAP Checklist Statements GEN.20316, GEN.20335, and assist in meeting The Joint Commission Standards and Elements of Performance for LD.03.01.01, leaders regularly evaluate the culture of safety and quality, and LD.03.02.01, the laboratory uses data and information to guide leadership decisions regarding safety and quality of laboratory services


This Quality Management Tool (QMT) will assess non-physician satisfaction with clinical laboratory services and help find areas to target for improvement. The focus of this QMT is on care providers other than physicians who frequently order tests, access laboratory results, and interact with laboratory staff. Participation in this QMT will assist your organization in meeting accreditation requirements, evaluate laboratory services, and understand client needs to ensure future satisfaction of care team members with your services.

Data Collection

The laboratory will send a request to their non-physician health care team customers to complete a satisfaction survey regarding their experience across various clinical laboratory service categories including turnaround time, critical value notification, diagnostic accuracy, communication, accessibility, responsiveness, and courtesy. The surveys are provided to program enrollees in two formats: Online distribution with direct survey data transmission to the CAP (preferred), or via hard-copy response forms requiring the study coordinator to manually enter all survey respondent data. Participants who use the online survey may submit an unlimited number of electronic survey responses, and will receive cumulative customer feedback reports in e-LAB Solutions Suite each week of the study period. Participants who utilize the hard-copy distribution option may submit up to 50 non-physician healthcare team surveys. Participants will also provide responses to a general practices questionnaire.

Performance Indicators

  • Overall mean satisfaction score for clinical laboratory services
  • Mean satisfaction scores for specific services

Reports are provided at institution and technologist levels. A summary of responses to the general questions will be provided for participants.

Shipping Schedule

A Mailing: December 5, 2022

This is a one-time study conducted in the first quarter.

Select Q-PROBES and Q-TRACKS studies to support your quality improvement initiatives.
Anatomic Pathology
Clinical Pathology
Turnaround Time
Patient Safety
Transfusion Medicine
Chemistry/ Hematology
Customer Satisfaction
Non-Physician Care Team Satisfaction With Clinical Laboratory Services (QP231)
Technical Competency Assessment of Body Fluid Review (QPB10)
Technical Competency Assessment of Peripheral Blood Smears (QPC10/QPC25)
Technical Competency Assessment of Gram Stains (QPD10/QPD25)
Patient Identification Accuracy (QT1)
Blood Culture Contamination (QT2)
Laboratory Specimen Acceptability (QT3)
In-Date Blood Product Wastage (QT4)
Gynecologic Cytology Outcomes: Biopsy Correlation Performance (QT5)
Satisfaction with Outpatient Specimen Collection (QT7)
Stat Test Turnaround Time Outliers (QT8)
Critical Values Reporting (QT10)
Troponin Turnaround Times (QT15)
Corrected Results (QT16)
Outpatient Order Entry Errors (QT17)

*The CAP requires accredited laboratories to have a quality management plan that covers all areas of the laboratory and includes benchmarking key measures of laboratory performance (GEN.13806, GEN.20316, COM.04000). The Joint Commission requires accredited hospitals to regularly collect and analyze performance data (PI.01.01.01, PI.02.01.01). CLIA requires laboratories to monitor, assess, and correct problems identified in preanalytic, analytic, and postanalytic systems (§493.1249, §493.1289, §493.1299).