Working with Wait Time Reports

Wait time reports are Excel spreadsheets that are used to record data about patient wait times when being serviced at a patient service center (PSC). The following reports are available:

• Regional and All Region Wait Time Reports. These reports indicate how long patients waited before having a specimen collected. (For new orders, this is the number of minutes between the patient’s arrival time as specified in the order and the time that the phlebotomist clicked Search to retrieve the patient or clicked Add New Patient, minus one minute for the time it takes for the patient to walk to the collection area. For held orders, this is the number of minutes between the arrival time and the time that the phlebotomist opened the held order. Wait time data are not included for any canceled orders.) Wait time reports also indicate how many times certain types of orders were filed.

• Performing Site (PS) Wait Time Report. This report indicates how long patients wait for an appointment associated with a specific lab (for example, for an insurance draw appointment), as well as the overall duration of that appointment. Wait time is calculated from the time that a patient checks in (using the Check-In kiosk) until they are called back for specimen collection. Appointment duration is calculated from the time the patient is called back until their order is filed in eLabs.

These reports can be run one time, or can be scheduled to run on daily, weekly or monthly intervals. You can create a maximum of three recurring reports. After six months, recurring reports expire and must be resubmitted to continue running. You will receive a reminder email 1 week before a report expires.

The reports may be emailed to you at the email address that Quest Diagnostics has on file for you, if applicable. This report may also be emailed to any Quest Diagnostics employee using a company email address (for example, @QuestDiagnostics.com or @AmeriPath.com). Multiple recipients must be separated by commas.

Additional details on each of these reports are provided below.

Regional Wait Time Report Content

The regional wait time report is limited to one region, and can provide a summary view or a detailed view. The summary view includes data for all managers within the selected region, along with a summary for that region. For each manager, the report includes the following information:

• Region name

• Manager name (LastName FirstName)

• Total number of patients (including drop-offs, if those are included in the report)

• Number of drop-off patients (if those are included in the report)

• Average amount of time that each patient waited

• Percentage of patients who waited less than 10 minutes, 10–20 minutes, 20–30 minutes, and more than 30 minutes

• Number and percentage of patients who waited more than 10 minutes (including those who waited more than 20 or 30 minutes)

• Number and percentage of patients who waited more than 20 minutes (including those who waited more than 30 minutes)

• Whether or not more than 12% of the patients waited at least 20 minutes (Y or blank)

• Percentage of patients who were served on weekends

• Percentage of patients who had appointments

• Average amount of time that each patient with an appointment waited

• Percentage of patients who had appointments who waited more than 10 minutes and the percentage of those who waited more than 20 minutes

• Percentage of walk-in patients

• Average amount of time that each walk-in patient waited

• Percentage of walk-in patients who waited more than 10 minutes and the percentage of those who waited more than 20 minutes

• Number of Blueprint for Wellness orders or orders for other tests that include biometrics information

• Number of orders to manually track services that cannot be entered via eLabs (also referred to as manual requisitions or e-requisitions)

• Number of orders for exams required by insurance carriers

• Number of urine drug screen (UDS)/chain of custody (COC) orders

If drop-offs are included, the report includes the following additional data:

• Percentage of drop-off patients

• Average amount of time that each drop-off patient waited

• Percentage of drop-off patients who waited more than 10 minutes and the percentage of those who waited more than 20 minutes

The first row of the report includes the data for the selected region. The rest of the report is sorted alphabetically by the manager’s last name.

The detailed view of the regional wait time report includes the same kind of information as the summary view. However, instead of providing summary data for multiple managers, it provides data for one or more facilities for a single manager (along with a summary for that manager). The detailed view also includes the following additional information:

• Facility code

• Facility name

• Number of facilities reported for the specified manager

The first row of the report includes the data for the selected manager. The rest of the report is sorted alphabetically by the facility code.