(Short Communication) Development of a One-Stop Service Phlebotomy Unit for Speed, Efficiency, and Patient Satisfaction

Abstract

Phlebotomy services in hospitals must be prompt and accurate to support effective diagnosis and treatment. However, current phlebotomy processes still face challenges such as delays, errors in blood tube preparation, and long waiting times across multiple service points. This research employed a Research and Development (R&D) methodology to develop a One Stop Service phlebotomy system, focusing on streamlining workflow and enhancing service efficiency, thereby improving patient satisfaction. The improvement approach incorporated Lean principles and Value Stream Mapping (VSM), along with the integration of modern technologies. The study focused on outpatient phlebotomy services conducted before medical consultations (07:30–09:00 AM on official working days) at Lamphun Hospital, Lamphun Province. Data collection was divided into two phases: pre-implementation (October 2023 – November 2024) and post-implementation (December 2024 – February 2025). Results demonstrated a reduction in process steps from 7 to 5 and a decrease in total process time from 143 to 97 minutes. Waiting time was reduced from 55 to 13 minutes. The Total First Time Quality (FTQ) increased from 94% to 99%, while the Value Added ratio improved from 47% to 84%. Furthermore, the safety rate of the phlebotomy process increased from 99.6% to 99.9%, and patient satisfaction rose from 87% to 93%. The development of this One Stop Service phlebotomy system successfully minimized workflow waste, reduced patient waiting times, and improved service efficiency. This model can be adapted and applied to improve phlebotomy services in other healthcare facilities in the future.