Laboratory CRM
Once the sample has entered the laboratory it changes hands between the intake, analysis and approval desks. When the customer calls to ask "what is the state of my result", the answer cannot be given from a single screen.
A sample is a record with its unique code; intake, analysis and approval stages are written onto the same record with their owner and time. The time from intake to result is calculated from it.
- Take every sample onto a record with a unique code and see which stage it is at at any moment
- Define a different process flow by test type, and attach the analyst responsible and the estimated time to the record
- Tie to a rule that a notification goes to the customer when the result stage is reached; keep who was informed when on the record
- Keep the contracts and agreed prices of hospital, clinic and industrial customers on the customer card
- Send the sample collection confirmation and the result notification over WhatsApp
| Sample Intake and Tracking | A sample is a record with its unique code; which stage it is at sits in a field, and the time elapsed from the intake hour to the result is calculated from the record. |
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| Test Process Management | Every test type uses its own stage flow; the analyst responsible and the estimated time are kept as fields on the record. |
| Result Notification System | A notification is sent when the result stage is reached; who was informed when leaves a trace on the sample record. The trigger is defined during setup. |
| Retained Sample Storage and Disposal | The retained sample left over from the analysis is a separate line attached to the main sample record; the cabinet and shelf position where it is stored, the end day of the storage period and the person who carried out the disposal are fields on that line; retained samples whose period has expired drop into a list by date and the disposal task is opened for the person responsible. |
| Instrument Calibration Calendar | Every instrument is a record; the last calibration date and the interval sit in its fields, the maintenance task is opened before the period expires, and which test was done on which instrument is read from the sample record. |
In a laboratory the delay comes not from the test itself but from the handovers: the intake desk takes the sample, the analyst puts it in the instrument queue, the approval waits on the specialist's desk. Two samples arriving on the same day have different estimated times, and a corporate customer follows the time written in their own contract.
Rapitek CRM makes the sample code the shared key of these three stops; every stage is recorded together with its owner and its time. You tie to a rule that a notification goes to the customer when the result stage is reached, and who was informed when stays on the record. Because the agreed price and the contract condition sit on the organisation's card, which test was done for which organisation at which charge is not asked again at the invoicing stage.
