Patient Satisfaction in Phlebotomy: A College of American Pathologists' Q-Probes Study

Abstract

We monitored satisfaction with phlebotomy procedures in 34,096 outpatients from 393 participating institutions. More than 99% of patients were satisfied with the phlebotomy services provided. The factor that correlated most highly with patient satisfaction was courteous and professional treatment. Other factors, which showed a much weaker correlation with patient satisfaction, included, in order of decreasing correlation: the absence of large bruises, the need for only one needlestick to obtain an appropriate specimen, patient recognition of an outstanding employee during the phlebotomy procedure, less patient discomfort than anticipated, and waiting time of less than 30 minutes.