Patient Experience with Phlebotomy and Laboratory Testing at a University Hospital: A Mixed-Methods Exploratory Study
Wendy P J den Elzen, Maurits C F J de Rotte, Marjorie G G Rosheuvel, Helena Chon, Judith M E P Gillis, Wilfred Achthoven, Robert de JongeAbstract
Background
Patient satisfaction with the phlebotomy center or the laboratory in general is often only infrequently measured in single touchpoint surveys. In addition, patient complaints are scarce and patients rarely proactively provide feedback by themselves. The aim of this single-center study was to explore patient satisfaction and perceived improvement opportunities regarding phlebotomy and laboratory testing at a university hospital phlebotomy center.
Methods
We conducted a mixed-methods study combining survey data (including Net Promoter Score [NPS] and Customer Effort Score [CES], n = 109) and semi-structured interviews with 8 patients frequently visiting the phlebotomy center.
Results
In the survey, 34.9% of the respondents were promoters, 53.2% were passives, and 7.3% were detractors, resulting in an NPS of 27.6%. The median CES was 1 (interquartile range 1–2), indicating low perceived effort. Interview findings suggested that while the service was considered well-organized, “waiting”—rather than the phlebotomy procedure itself—emerged as the most important theme. Key recommendations included reducing waiting times, improving the waiting area, providing more instructions on the phlebotomy process, offering reliable online information on laboratory tests and results, and facilitating phlebotomy close to home. While most recommendations addressed functional needs, some also targeted emotional needs (e.g., free coffee, private seating).
Conclusions
This mixed method study illustrates how involving patients in examining the laboratory-related patient journey can yield concrete, patient-reported insights and suggestions for improvement. Implementing recommendations derived by open-ended survey responses and interviews is likely to improve the patient journey, on both functional and emotional levels.