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OUTPATIENT SATISFACTION W/PHLEB SERVICE - QT7
QT7
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.
Objective
This study will assess patient satisfaction with outpatient phlebotomy services by measuring patients’ assessments of laboratory service hours, waiting time, comfort level, professionalism and courtesy, and privacy.
Data Collection
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. It 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.
Performance Indicators
Satisfaction scores and satisfaction rates (% of patients rating 4 or 5) for the following categories:
Overall experience
Waiting time
Patient comfort
Professionalism and courtesy
Patient privacy
Laboratory hours of operation
Shipping Schedule
Shipment A: December 9, 2024
Shipment B: March 10, 2025
Shipment C: June 9, 2025
Shipment D: September 8, 2025
Additional Information
Participants in this program receive:
User Guide
Templates and instructions for data collection
Quarterly reports that include fingerprint clusters, customer-defined groups, and all institution comparisons
Select Q-PROBES and Q-TRACKS studies to support your quality improvement initiatives.
Preanalytic
Analytic
Postanalytic
Anatomic Pathology
Clinical Pathology
Turnaround Time
Patient Safety
Microbiology
Transfusion Medicine
Chemistry/ Hematology
Customer Satisfaction
Q-PROBES
Laboratory Staffing Ratios QP251 (QPR-A)
✓
✓
✓
✓
✓
✓
✓
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✓
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Assessment of Consistency of Body Fluid Morphologic
Observations (QPB10/QPB25)
✓
✓
✓
✓
✓
Assessment of Consistency of Peripheral Blood
Morphologic Observations (QPC10/QPC25)
✓
✓
✓
✓
✓
Assessment of Consistency of Gram Stain Morphologic Observations (QPD10/QPD25)
✓
✓
✓
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Q-TRACKS
Blood Culture Contamination (QT2)
✓
✓
✓
✓
✓
✓
Laboratory Specimen Acceptability (QT3)
✓
✓
✓
✓
In-Date Blood Product Wastage (QT4)
✓
✓
✓
✓
Satisfaction with Outpatient Specimen Collection (QT7)
✓
✓
✓
✓
Stat Test Turnaround Time Outliers (QT8)
✓
✓
✓
✓
✓
✓
Critical Values Reporting (QT10)
✓
✓
✓
✓
✓
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).