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Number of Locations: 19+

Customer Since: 2015

BayCare provides laboratory services at patient service centers located throughout Tampa Bay, ranging from general to specialized testing at both inpatient and outpatient facilities.

The Challenge

Scheduling, Management, and Efficiency

Before implementing Experity Patient Engagement, BayCare’s customer service center was relying on Outlook to schedule lab reservations, leaving them without a formal scheduling process. They also lacked any wait room management at their blood draw sites, leading to frequent complaints regarding wait times.

Because all twelve of BayCare’s urgent care facilities were already using Experity Patient Engagement to manage wait times and improve scheduling workflows, the BayCare team decided to extend online scheduling to their laboratories.

Experity Patient Engagement is now live in sixteen of BayCare’s labs, with nine more on the way.

With Experity Patient Engagement, we have access to real-time operational data, so we can make adjustments that will have an immediate impact as quickly as possible.

Donna Lynch
Director of Baycare Outreach Lab

The Solution

Streamlining Lab Scheduling Across Channels

Experity Patient Engagement allows the BayCare team to streamline scheduling in their labs across three different channels:

  • Website
  • Call Center
  • Lab facilities

Walk-in patients are able to use Experity Patient Engagement check-in kiosks when they arrive at a BayCare lab facility, providing the BayCare team with a time and date stamp of each patient arrival.

The BayCare call center also has access to the Experity Patient Engagement system, giving customer service team members the insight they need to efficiently schedule reservations.

Solutions Used

The Result

Making Data-Backed Operating Decisions

BayCare uses a wait room monitor to display patient queues, which helps set patient expectations regarding wait times.

In fact, since implementing Experity Patient Engagement, the BayCare team has gone from getting frequent complaints about wait times to daily compliments about the overall patient experience.

Name Wait Time Draw Time
Phlebotomist A 4 9
Phlebotomist B 2 2
Phlebotomist C 7 7


Not only can BayCare team members see the number of reservations for the next day, they can also use Experity Patient Engagement data to see the wait times and draw times for each individual phlebotomist (as shown above), giving them insight into how much time is being spent with each patient.

Urgent Care Quarterly - Percentage of Visits - Chart

Breakdown of the percentage of patients seen on time, early, and late at BayCare’s sixteen lab facilities using Experity Patient Engagement.

Final Thoughts

In the past 90 days with Experity Patient Engagement, BayCare’s laboratories have streamlined the scheduling process for over 2,800 online patients and 1,600 call center patients.

In addition, they have seen the following results:

  • An overall wait time decrease of 83 percent
  • Wait times under three minutes for online patients
  • 98 percent of patients called back on time or early across all sixteen facilities