Improve patient retrieval of lab results

March 29th, 2006

Below are several examples of successful solutions that medical practices have used to maximize their patient message retrieval. The more you incorporate, the higher your retrieval rates.

Train Your Patients - Be sure your receptionists gives out the ClientTell Lab (800 #) to patients calling to request their results and instructs them to call the (800 #). Do not take a message or transfer the call to the nurse. Once patients learn how easy and convenient the (800 #) is to use and that calling the nurse is not a solution, the faster the training process will be.

Record The ClientTell Toll Free Number On Your Voice Mail - If the nurses’ phone and/or your main line have voice mail, include the following message; “If you are calling for your lab/test results, please hang up and dial (800 #).”

Have 3 Points Of Reference Explaining How Patients Should Retrieve Their Lab Results.

At check-in: a nurse or MA should be appointed to relay the ClientTell Lab information to each and every patient. This can be done while weight and temp are being recorded.

In the patient’s room: get your providers involved with telling the patients to access the ClientTell Lab (800 #) for their results (Patients tend to listen to the one who is treating them).

At check out: remind your patients before they leave the office - “Don’t forget to call the (800 #) to get your lab results”.

Determine At Which Point Of Reference The Patient Will Receive Their Access Card

On The Access Card Write In A “Range Of Dates” To Call - For example; 5-7 days, 10-14 days.

Create A Generic Library Message For Your Abnormals - This will prevent your staff from having to call patients several times in order to reach them. Most importantly, your patients will learn to use the (800 #) for all of their lab/test results, not just their normals.

Ask Your Doctors To Pre-record Library Messages, Greetings and Special Notices - Patients feel very comfortable hearing their doctor’s voice when calling the (800 #).

Create An Explanation Letter To Your Patients – This letter should explain how calling the (800 #) benefits them. Give the letter to each patient upon arriving at your office. Consider placing additional copies in the waiting area and exam rooms. Please do not hesitate to contact us if we can help in creating this letter for your practice.

Entry Filed under: lab results