From all our previous posts it is has become crystal clear that a patient-centric approach and good customer service is what you need to differentiate your lab from the rest of the lab market. With all labs in the city eyeing the same piece of the customer pie, it becomes all the more important to set the customer service level higher than all your competitors.
A lot of steps can be taken to ensure that you become the favorite lab for your clients. To keep it all simple, we have prepared a checklist that will slowly but surely bring you up the client favorite lab list. To make convenient, the checklist broken down into two subparts namely, Online and In The Lab. Read on to see the complete set.
Online Check-list
- Is your website mobile friendly
- Do you have a public email ID
- Does your website lists the services
- Does your website list relevant links to the patient portal
- Does your website show cost of different tests in the lab
- Is your lab active on social media
- Is all the information up to date
- Does your lab respond quickly to online queries
- Does your website have profiles of the pathologists and visiting doctors in any
- Is your Yelp/rating website ratings high
- Is your patient portal integrated with the LIMS
- Can patients download their reports online
- Does the website allow online payments
- Does the portal have patient profiles and prescriptions securely online for view
- Do the website and portal provide wellness recommendations
- Does the website allow booking appointments online
In the Lab Checklist
- Do you offer convenient scheduling and walk-in options for patients
- Do you provide 24×7 appointment booking
- Do you offer phone, email, text reminders to patients about
- Upcoming appointments
- Planned follow-ups
- Recommended wellness articles
- Does your lab send out electronic prescriptions and lab tests via email
- Does your lab provide a printed visit summary to patients
- Does your lab send referrals electronically
- Does your lab implement care coordination for follow up visits
Use this checklist to review where your lab stands now and where you aim to be in the next 6months to one year. We are sure you will find tremendous benefit with this list. Share your experiences with us on how it goes in your lab after implementing the checklist.