Fullscript’s lab testing experience for your patients

Overview

We’ve created an end-to-end patient experience to streamline lab testing for your patients and handle the admin work for you. Our modern testing process provides clear visibility into a patient’s testing status, easy-to-read instructions, kit tracking, and trusted phlebotomy options. Plus, on-demand patient and provider support from our team of lab experts via phone, chat or email. 

When lab testing is simplified, patients complete testing with confidence and get back to your practice for faster follow-up care.

Fullscript’s lab testing patient experience 

Once you send a patient their plan with testing, we help walk them through the rest of the process. Here’s what happens next:

1. Your patient reviews your recommended lab tests

After you create a plan with testing, your patient will receive an email and SMS text notification (if their phone number has opted into this notification) with a link to view your recommended lab tests in their Fullscript account.

2. Checkout and payment

If you’ve chosen to have Fullscript bill your patient for testing, the patient will select the labs to add to their cart and proceed through checkout.

Have a different billing preference? Patient pay is our default billing method, but we offer a range of billing options to meet your practice’s workflow. Pay upfront for testing and handle patient billing separately (with no test pricing disclosed), choose in-office checkout or add a custom fee to your order to be paid out with results. Learn more about how to choose the best option for your practice in our labs billing guide.

No matter which billing method you choose, your patients receive the same guided support experience and access to our world-class customer success team.

3. Your patient receives their specialty test kit or Quest digital requisition

Our specialty labs: Diagnostic Solutions, Precision Analytical (DUTCH), Genova, 3X4 Genetics, and Doctor’s Data all involve shipping a physical test kit to your patient’s door. 

These test kits are shipped from a Fullscript distribution center with the same fast, consolidated shipping you’ve come to expect from Fullscript. Instead of waiting weeks, patients will receive their test kits in days. If you order multiple test kits or include other products in your plan, they’ll all arrive together in the same box.

The patient will receive an email with the estimated arrival date and tracking link for the physical test kit to arrive within 1 business day of their order. 

Learn more about the specialty lab experience. 

For Quest Diagnostics: After payment, patients receive an email with a link to their digital requisition and instructions to schedule their blood draw at a nearby Quest location. Everything they need to complete their testing will be available in their Fullscript patient account– no physical kit required.

It can take up to 24 hours to generate this digital Quest requisition, but typically patients receive this within only a few minutes. The patient will receive an email notification as soon as it’s ready. Patients can print or show the digital requisition form at their blood draw appointment. 

Learn more about the Quest Diagnostics experience.

4. Complete their testing (with help from us)

All of your patient’s testing instructions will be available in one place: their Fullscript patient account. From here, they’ll be able to access their preparation and collection instructions, a digital copy of their requisition form, phlebotomy information and a timeline of their testing status.

Our labs support team is available to walk patients through questions via email, chat or phone.

5. View their results

Patients will be notified by email that their results are available once you Review and share them. Patients have access to their health data as soon as the labs release results, but they will not receive an email notification until you share the results from your Fullscript account.

Tracking your patient’s testing status 

Throughout the testing process, you’ll be able to follow your patient’s progress with a transparent testing status for each test you’ve ordered in your Fullscript account right from your team’s lab orders dashboard.

Find your practice’s lab order dashboard from the main left hand navigation by choosing Patients and then clicking Lab orders. 

1. In the lab orders dashboard, search for your patient’s name or email.
2. The most recent test status is displayed next to the test name
3. Click View details to see a comprehensive timeline of all test statuses under Test history.

For more information, learn more about the lab orders dashboard and viewing your patient’s testing status. 

When and how patients can contact us

Specialty testing is complex, but we’re here to keep your patients on track. We help handle the admin work and ordering questions, so you can focus on patient care.

Fullscript’s patient support

Our lab experts are here to guide your patients through the entire testing process. Our world-class support team is available by phone, chat or email to meet all your patients’ communication preferences and provide the assistance they need. 

Patients can contact us directly if they have any questions about: 

• Completing checkout or payment 
• Tracking their specialty test kit shipment or monitoring their test status
• Accessing their Quest digital requisition 
• Test preparation and collection instructions 
• Filling out the sample collection section of their requisition form 
• Scheduling their blood draw 
• Shipping their test kit back to the lab 
• Troubleshooting specimen issues and recollection kits 
• Finding results 

Your continued role as your patient’s provider

As the provider, you will continue to be your patient’s clinical resource when it comes to: 

Providing any specific testing instructions for your patient as it relates to their unique medical history or specific medication/supplement prescriptions. You can add a personalized message in your treatment plan to share these instructions directly with your patient. The patient will be able to refer back to this in their Fullscript account when they receive testing instructions. 

Ordering any additional tests the patient requests. You will be responsible as the patient’s provider for ordering any further testing. Note that patients will never have access to the Fullscript labs catalog. This includes accounts that have chosen to give their patients access to the full products catalog for patients to choose their own supplements. Patients will only be able to view and order testing that has been recommended directly from their provider. 

Interpreting their testing results. Fullscript does not provide interpretation services for your patients. This includes any orders through our authorization network. We will always refer patients back to you with questions about their lab results.

Scheduling a follow-up appointment to review their lab test results. Patients do not have access to schedule a follow-up appointment once they receive their lab test results. If you’d like to encourage patients to schedule with you once their results are available, add a personalized message to the results when you review and share them.

Future features 

Our labs product was designed with the provider-patient relationship at its core. We’re constantly working to modernize the testing process and provide more comprehensive patient resources for a faster testing experience.

We’re building this in partnership with our providers– if you have any feedback to create your ideal solution, please contact our labs team!