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Reference laboratory telephone service quality.

J C Dale1, D A Novis, F A Meier

  • 1Department of Laboratory Medicine and Pathology, Mayo Clinic, 200 First St SW,Rochester, MN 55905, USA.

Archives of Pathology & Laboratory Medicine
|April 13, 2001
PubMed
Summary
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Reference laboratories resolve inquiries at varying rates, with top performers resolving 100%. A key finding is that 24-hour customer service improves inquiry resolution for primary laboratories.

Area of Science:

  • Clinical laboratory science
  • Healthcare quality improvement

Background:

  • Primary laboratories frequently contact reference laboratories for assistance.
  • The efficiency of these interactions impacts laboratory operations and patient care.
  • Standardized metrics for evaluating reference laboratory responsiveness are lacking.

Purpose of the Study:

  • To determine the inquiry resolution rates of reference laboratories.
  • To identify specific reference laboratory practices that correlate with higher resolution rates.

Main Methods:

  • Prospective study involving 545 primary laboratories over 2 months.
  • Documentation of 14,017 telephone inquiries to reference laboratories.
  • Collection of data on laboratory characteristics and customer service metrics.

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Main Results:

  • Reference laboratories resolved 78.7% of inquiries on average.
  • Resolution rates varied widely, from 54.2% to 100%.
  • Laboratories with 24-hour customer service demonstrated significantly higher resolution rates (P =.0047).

Conclusions:

  • Significant disparities exist in reference laboratory inquiry resolution.
  • A benchmark of at least 90% inquiry resolution is recommended for reference laboratories.
  • Improving customer service, particularly 24-hour availability, can enhance reference laboratory performance.