Lab/Test Experience Survey
The lab test experience significantly impacts overall patient satisfaction and healthcare outcomes. This survey captures feedback across the entire diagnostic journey: from scheduling and preparation instructions, through the sample collection process, to receiving and understanding results. Using Customer Effort Score (CES) methodology combined with specific healthcare quality metrics, it helps labs identify friction points and improve both clinical efficiency and patient communication.
Try the Form
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export function labTestFeedbackSurvey(form: FormTs) {
// Lab/Test Experience Survey - Healthcare Diagnostics Feedback
// Demonstrates: RatingScale (CES), StarRating, MatrixQuestion, EmojiRating, Slider, ThumbRating
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Lab Test Experience Survey',
computedValue: () => 'Help us improve your diagnostic experience. Your feedback is confidential.',
customStyles: {
backgroundColor: '#0d9488',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Test Information
// ============================================
const testInfoSection = form.addSubform('testInfo', {
title: 'About Your Test'
});
testInfoSection.addRow(row => {
row.addDropdown('testType', {
label: 'What type of test did you have?',
options: [
{ id: 'blood', name: 'Blood Draw / Blood Test' },
{ id: 'urine', name: 'Urine Test' },
{ id: 'imaging', name: 'Imaging (X-ray, MRI, CT)' },
{ id: 'biopsy', name: 'Biopsy / Tissue Sample' },
{ id: 'cardiac', name: 'Cardiac Testing (ECG, Echo)' },
{ id: 'respiratory', name: 'Respiratory / Pulmonary Test' },
{ id: 'home', name: 'At-Home Collection Kit' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select test type',
isRequired: true
}, '1fr');
row.addDatepicker('testDate', {
label: 'When was your test?',
maxDate: () => new Date().toISOString().split('T')[0]
}, '1fr');
});
testInfoSection.addRow(row => {
row.addRadioButton('visitReason', {
label: 'What was the purpose of this test?',
options: [
{ id: 'routine', name: 'Routine screening/checkup' },
{ id: 'diagnosis', name: 'Diagnosis of symptoms' },
{ id: 'monitoring', name: 'Monitoring existing condition' },
{ id: 'preop', name: 'Pre-operative requirement' },
{ id: 'followup', name: 'Follow-up from previous test' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 2: Scheduling & Preparation
// ============================================
const schedulingSection = form.addSubform('scheduling', {
title: 'Scheduling & Preparation'
});
schedulingSection.addRow(row => {
row.addRatingScale('schedulingEffort', {
label: 'How easy was it to schedule your appointment?',
preset: 'ces',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
alignment: 'center'
});
});
schedulingSection.addRow(row => {
row.addMatrixQuestion('prepRatings', {
label: 'Rate the preparation process:',
rows: [
{ id: 'instructions', label: 'Clarity of prep instructions', isRequired: true },
{ id: 'reminder', label: 'Appointment reminders' },
{ id: 'fasting', label: 'Fasting/dietary requirements info' },
{ id: 'location', label: 'Finding the lab location' }
],
columns: [
{ id: 'na', label: 'N/A' },
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 3: Wait Time & Check-In
// ============================================
const waitSection = form.addSubform('waitTime', {
title: 'Check-In & Wait Time'
});
waitSection.addRow(row => {
row.addSlider('actualWait', {
label: 'How long did you wait past your appointment time?',
min: 0,
max: 60,
step: 5,
unit: 'minutes',
showValue: true,
defaultValue: 10
}, '1fr');
row.addEmojiRating('waitSatisfaction', {
label: 'How did you feel about the wait?',
preset: 'satisfaction',
size: 'md',
alignment: 'center'
}, '1fr');
});
waitSection.addRow(row => {
row.addStarRating('checkinProcess', {
label: 'Rate the check-in process',
maxStars: 5,
size: 'md',
alignment: 'center'
});
});
// Long wait follow-up
const longWaitSection = form.addSubform('longWait', {
title: 'About Your Wait',
isVisible: () => {
const wait = waitSection.slider('actualWait')?.value() ?? 0;
return wait >= 20;
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
longWaitSection.addRow(row => {
row.addCheckboxList('waitIssues', {
label: 'What contributed to the long wait?',
options: [
{ id: 'busy', name: 'Lab was very busy' },
{ id: 'staff', name: 'Staff shortage' },
{ id: 'equipment', name: 'Equipment issues' },
{ id: 'walkins', name: 'Too many walk-ins' },
{ id: 'unknown', name: 'No explanation given' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 4: Sample Collection Experience
// ============================================
const collectionSection = form.addSubform('collection', {
title: 'Sample Collection Experience',
isVisible: () => {
const testType = testInfoSection.dropdown('testType')?.value();
return testType !== 'imaging' && testType !== 'home';
}
});
collectionSection.addRow(row => {
row.addMatrixQuestion('collectionRatings', {
label: 'Rate the collection process:',
rows: [
{ id: 'explanation', label: 'Procedure explanation', isRequired: true },
{ id: 'comfort', label: 'Physical comfort' },
{ id: 'technique', label: 'Staff technique/skill' },
{ id: 'care', label: 'Staff care and attention' },
{ id: 'privacy', label: 'Privacy during procedure' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// Blood draw specific - pain/anxiety
const bloodDrawSection = form.addSubform('bloodDraw', {
title: 'Blood Draw Details',
isVisible: () => testInfoSection.dropdown('testType')?.value() === 'blood',
customStyles: { backgroundColor: '#f0f9ff', padding: '16px', borderRadius: '8px' }
});
bloodDrawSection.addRow(row => {
row.addSlider('painLevel', {
label: 'Pain level during the draw',
min: 0,
max: 10,
step: 1,
showValue: true,
defaultValue: 2
}, '1fr');
row.addSlider('anxietyLevel', {
label: 'Your anxiety level',
min: 0,
max: 10,
step: 1,
showValue: true,
defaultValue: 3
}, '1fr');
});
bloodDrawSection.addRow(row => {
row.addRadioButton('numAttempts', {
label: 'How many attempts were needed to draw blood?',
options: [
{ id: '1', name: 'First try' },
{ id: '2', name: '2 attempts' },
{ id: '3', name: '3+ attempts' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 5: Results Delivery
// ============================================
const resultsSection = form.addSubform('results', {
title: 'Results Delivery'
});
resultsSection.addRow(row => {
row.addRatingScale('resultsEffort', {
label: 'How easy was it to access your results?',
preset: 'ces',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
alignment: 'center'
});
});
resultsSection.addRow(row => {
row.addRadioButton('resultsMethod', {
label: 'How did you receive your results?',
options: [
{ id: 'portal', name: 'Patient portal' },
{ id: 'app', name: 'Mobile app' },
{ id: 'call', name: 'Phone call' },
{ id: 'letter', name: 'Letter/mail' },
{ id: 'inperson', name: 'In-person appointment' },
{ id: 'waiting', name: 'Still waiting' }
],
orientation: 'horizontal'
});
});
resultsSection.addRow(row => {
row.addSlider('resultsDays', {
label: 'How many days until you received results?',
min: 0,
max: 14,
step: 1,
unit: 'days',
showValue: true,
defaultValue: 3,
isVisible: () => resultsSection.radioButton('resultsMethod')?.value() !== 'waiting'
}, '1fr');
row.addStarRating('resultsSpeed', {
label: 'Satisfaction with turnaround time',
maxStars: 5,
size: 'md',
alignment: 'center',
isVisible: () => resultsSection.radioButton('resultsMethod')?.value() !== 'waiting'
}, '1fr');
});
// ============================================
// SECTION 6: Results Clarity
// ============================================
const claritySection = form.addSubform('clarity', {
title: 'Understanding Your Results',
isVisible: () => resultsSection.radioButton('resultsMethod')?.value() !== 'waiting'
});
claritySection.addRow(row => {
row.addMatrixQuestion('clarityRatings', {
label: 'Rate how well you understood:',
rows: [
{ id: 'numbers', label: 'Test values/numbers', isRequired: true },
{ id: 'ranges', label: 'Normal vs abnormal ranges' },
{ id: 'meaning', label: 'What results mean for your health' },
{ id: 'nextSteps', label: 'Recommended next steps' },
{ id: 'terminology', label: 'Medical terminology used' }
],
columns: [
{ id: 'na', label: 'N/A' },
{ id: 'unclear', label: 'Unclear' },
{ id: 'somewhat', label: 'Somewhat Clear' },
{ id: 'clear', label: 'Clear' },
{ id: 'very', label: 'Very Clear' }
],
striped: true,
fullWidth: true
});
});
claritySection.addRow(row => {
row.addThumbRating('neededHelp', {
label: 'Did you need to contact someone to explain results?',
size: 'lg',
showLabels: true,
upLabel: 'Yes, I needed help',
downLabel: 'No, I understood them',
alignment: 'center'
});
});
// ============================================
// SECTION 7: Overall Experience
// ============================================
const overallSection = form.addSubform('overall', {
title: 'Overall Experience'
});
overallSection.addRow(row => {
row.addStarRating('overallRating', {
label: 'Overall, how would you rate your lab experience?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
overallSection.addRow(row => {
row.addRatingScale('recommendLab', {
label: 'How likely are you to recommend this lab to others?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
alignment: 'center'
});
});
// ============================================
// SECTION 8: Open Feedback
// ============================================
const feedbackSection = form.addSubform('feedback', {
title: 'Additional Comments'
});
feedbackSection.addSpacer({ height: '8px' });
feedbackSection.addRow(row => {
row.addTextarea('comments', {
label: 'Any suggestions to improve our lab services?',
placeholder: 'Share what went well or what could be better...',
rows: 4
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const testType = testInfoSection.dropdown('testType')?.value();
const schedulingEffort = schedulingSection.ratingScale('schedulingEffort')?.value();
const waitTime = waitSection.slider('actualWait')?.value();
const waitSatisfaction = waitSection.emojiRating('waitSatisfaction')?.value();
const resultsEffort = resultsSection.ratingScale('resultsEffort')?.value();
const resultsDays = resultsSection.slider('resultsDays')?.value();
const overallRating = overallSection.starRating('overallRating')?.value();
const nps = overallSection.ratingScale('recommendLab')?.npsCategory();
const neededHelp = claritySection.thumbRating('neededHelp')?.value();
const testLabels: Record<string, string> = {
'blood': 'Blood Draw',
'urine': 'Urine Test',
'imaging': 'Imaging',
'biopsy': 'Biopsy',
'cardiac': 'Cardiac Test',
'respiratory': 'Respiratory Test',
'home': 'At-Home Kit',
'other': 'Other Test'
};
const waitLabels: Record<string, string> = {
'very-bad': 'Very Dissatisfied',
'bad': 'Dissatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
let summary = `Lab Experience Summary\n`;
summary += `${''.repeat(22)}\n\n`;
if (testType) {
summary += ` Test Type: ${testLabels[testType] || testType}\n`;
}
summary += `\n Scheduling:\n`;
if (schedulingEffort) {
const effortLabel = schedulingEffort >= 5 ? 'Easy' : schedulingEffort >= 3 ? 'Moderate' : 'Difficult';
summary += ` Effort: ${schedulingEffort}/7 (${effortLabel})\n`;
}
summary += `\n Wait Experience:\n`;
if (waitTime !== null && waitTime !== undefined) {
summary += ` Wait Time: ${waitTime} minutes\n`;
}
if (waitSatisfaction) {
summary += ` Satisfaction: ${waitLabels[waitSatisfaction] || waitSatisfaction}\n`;
}
summary += `\n Results:\n`;
if (resultsEffort) {
const effortLabel = resultsEffort >= 5 ? 'Easy' : resultsEffort >= 3 ? 'Moderate' : 'Difficult';
summary += ` Access Effort: ${resultsEffort}/7 (${effortLabel})\n`;
}
if (resultsDays !== null && resultsDays !== undefined) {
summary += ` Turnaround: ${resultsDays} days\n`;
}
if (neededHelp) {
summary += ` Needed Help: ${neededHelp === 'up' ? 'Yes' : 'No'}\n`;
}
summary += `\n Overall:\n`;
if (overallRating) {
summary += ` Rating: ${overallRating}/5 stars\n`;
}
if (nps) {
summary += ` NPS: ${nps.charAt(0).toUpperCase() + nps.slice(1)}\n`;
}
return summary;
},
customStyles: () => {
const overallRating = overallSection.starRating('overallRating')?.value() ?? 0;
const baseStyles = {
padding: '20px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (overallRating >= 4) return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
if (overallRating >= 3) return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Lab Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us provide better diagnostic services. We appreciate you taking the time to share your experience with us.'
});
}
Frequently Asked Questions
When should this survey be sent to patients?
Send the survey 24-48 hours after results are delivered to patients. This gives them time to review results and interact with the portal while the experience is still fresh. For complex tests requiring follow-up, wait until after the initial results discussion.
Why is results clarity important to measure?
Clear results communication reduces patient anxiety, prevents unnecessary follow-up calls, and improves health literacy. When patients understand their results, they're more likely to follow treatment plans and feel satisfied with their care.
What is Customer Effort Score (CES) in healthcare?
CES measures how easy or difficult it was for patients to accomplish their goal. In lab settings, this means scheduling tests, understanding prep instructions, completing the sample collection, and accessing results. Lower effort correlates with higher satisfaction.
How can I improve low staff care ratings?
Focus on phlebotomist training for patient comfort, especially for difficult draws. Ensure staff explain procedures before starting, ask about preferences, and provide post-collection care instructions. Monitor wait times as extended waits often lead to lower staff ratings.
Should I ask about specific test types?
Yes, different tests have different patient experiences. Blood draws, imaging, biopsies, and at-home collection kits each have unique friction points. Customize the survey to match your facility's test offerings for more actionable feedback.
How do I handle negative feedback about results delivery?
Negative feedback often relates to delayed results, confusing terminology, or difficulty reaching someone to explain abnormal findings. Consider implementing automated result notifications, plain-language summaries, and clear escalation paths for concerning results.