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Accessing physician satisfaction with laboratory services provides valuable informaiton for targeting quality improvement activities. The CAP's Laboratory Accreditation Program requires that institutions measure customer satisfaction (eg, physicians, patients, nurses) with laboratory services. This study will assist your organization in meeting these requirements while helping to identify areas for improvement, understand client needs, and ensure physician satisfaction with your laboratory services.

Enrollment will meet CAP General Checklist Statements GEN.20316, GEN.20335, and assist in meeting Joint Commission Standards and Elements of Performance for LD.03.01.01 regularly evaluate the cultue 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 study will assess physician satisfaction with laboratory services and associate this with general laboratory practices to provide recommendations for improvement. In addition, participation in this study will assist your organization in meeting accreditation requirements while helping to identify areas for improvment and understand client needs to ensure future physician satisfaction with your services.

Data Collection

The laboratory will request clinicians 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. They will also indicate whether they would recommend the laboratory to another physician.

The surveys will be available in two formats: online distribution with direct survey submission to the CAP, or hard-copy response forms. Participants who use the online survey may submit unllimited electronic survey responses, and will receive customer comments in a spreadsheet. Participants who utlize the hard-copy distribution option are limited to submitting no more than 50 physician surveys.

Performance Indicators

  • Overall mean satisfaction score with clinical laboratory services
  • Mean satisfaction scores for the specific service categories
  • Laboratory recommendation rate (%)

Shipping Schedule

C Mailing: June 14, 2021

Additional Information

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

Q-PROBES qualify for Self-Reported Training Opportunities to be used for fulfilling requirements for certification maintenance by agencies such as the American Society for Clinical Pathology (ASCP). Please verify with your certifying agency to determine your education requirements.

For Comprehensive Collection of Tools, see Quality Management Tools.

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
Antimicrobial Susceptability Testing (QP211)
Technical Competency Assesment of Gram Stains (QP212)
Physician Satisfaction with Clinical Laboratory (QP213)
Turnaround Time for Image with Guided Breast Needle Biopsy Specimens (QP204)
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).