Every laboratory strives to deliver excellent service and high-quality results. Still, unexpected challenges can arise on the journey from ordering to billing that can impact patient experience, efficiency, and turnaround times.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton for the second part of their discussion on minimizing visible impact to the customer when there are bumps in the road.

Their discussion includes practical, actionable tips to:

• Make it easier for providers to order the right tests.
• Enhance the patient experience.
• Prepare specimens for testing and transport to prevent errors and confusion.
• Solve reoccurring issues, address operational challenges, and navigate billing concerns.

Listen to part one of their discussion, “How to Minimize Operational Disruptions in an Outreach Program,” for more on the internal response to inclement weather, technology outages, staffing shortages, and more.

Outreach operational plans are designed to provide excellent customer service, support staff efficiency, and maintain high quality. As with any business, laboratories may face unexpected circumstances that temporarily impact operations.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about how to establish processes that allow outreach programs to efficiently recover from road bumps and minimize visible impact to the customer.

Their discussion topics include:

• Navigating inclement weather and adverse events that may impact courier services.
• Managing disruptions and outages to the information technology systems.
• Preparing effective downtime plans.
• Maintaining operations during a staffing shortage.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Camille Jewell, outpatient laboratory service technician at Mayo Clinic. They discuss how laboratory outreach programs can incorporate outcall or home phlebotomy to help prevent hospital readmissions, support patients with mobility challenges, and provide patient-centered care to the community.

Specific topics of discussion include:

• What to consider when developing a home phlebotomy program, including patient criteria, physician collaboration, community need, scheduling, logistics, and staff training.
• Real-life examples of home phlebotomy scenarios.
• Lessons learned through Mayo Clinic’s home phlebotomy program.