Patients visit a lab twice: once for the sample and once for results, with calls in between asking "are my results ready?". A secure results portal and a message when results are ready remove the second trip and the calls, making the whole experience easier.
The most common question a lab receives is "how much is this test and do I need to fast?". A test directory with prices and preparation on the site answers it before it is asked, and patients arrive prepared, so no test is postponed for missing preparation.
Home sample collection is now an expectation for older patients and families. When booking records the address and time, and visits are distributed across staff by area, the service turns from a coordination burden into a regular source of income.