How do I choose between different reference laboratory services for a growing urgent care group with multiple locations?

Choosing a reference lab for a growing urgent care group is mostly about finding the best fit across turnaround time, service reliability, integration, cost, and scalability—not just the lowest price per test.

Here’s a practical way to compare options.

1) Start with your clinical and operational needs

Ask:

• What tests do we run on-site vs send out?
• Which tests are most time-sensitive?
• What patient volume do we have now, and what will it be in 12–24 months?
• Do all sites have the same needs, or do some locations need different support?

For urgent care, the big priorities are usually:

• Fast turnaround time
• Easy ordering and results access
• Reliable specimen pickup
• Strong STAT and routine test support
• Minimal staff friction

2) Compare turnaround time realistically

Don’t just ask for “average TAT.” Ask for:

• Collection-to-result time
• Pickup frequency
• Weekend/holiday coverage
• STAT vs routine turnaround
• How often promised TAT is missed

A lab that is slightly more expensive but consistently faster may improve patient flow and provider confidence.

3) Evaluate service and support

For multi-site urgent care, service quality matters a lot:

• Dedicated account manager?
• 24/7 client support?
• Trouble ticket response times?
• Help with missed pickups, specimen issues, or result delays?
• On-site training for new locations?

Good service prevents daily operational headaches.

4) Check integration with your systems

Make sure the lab can integrate with your:

• Practice management system
• EHR
• Billing workflow
• Patient portal

Key questions:

• Are orders and results fully electronic?
• Can you get discrete results data, not just PDFs?
• How much IT work is required?
• How are rejected specimens and add-on tests handled?

Poor integration can create hidden labor costs.

5) Look closely at logistics and specimen handling

For urgent care networks, logistics often determine success:

• Pickup schedule by location
• Packaging requirements
• Supplies provided
• Phlebotomy support if needed
• Specimen stability rules and rejection rates

Ask for performance metrics:

• Pickup reliability
• Specimen rejection rates
• Lost specimen rates
• Courier service standards

6) Understand pricing beyond the test menu

Compare:

• Per-test pricing
• Minimum volume commitments
• Courier charges
• Supply costs
• IT/integration fees
• Setup fees for new locations
• Charges for STAT processing or special handling

A cheap test price can be offset by hidden operational costs.

7) Assess scalability

A good partner should support growth:

• Can they onboard new sites quickly?
• Can they expand pickup routes easily?
• Do they have regional/national coverage if you grow?
• Can they handle seasonal volume swings?

If you plan to open more locations, choose a lab that can grow with you without major renegotiation.

8) Review quality and compliance

Make sure the lab has:

• Proper certifications and accreditations
• Clear quality control processes
• HIPAA-compliant workflows
• Good documentation for specimen chain-of-custody if relevant
• Transparent handling of critical values

If you do occupational health, drug testing, or certain specialty services, compliance requirements may be even more important.

9) Ask for references from similar clients

Request references from:

• Multi-site urgent care groups
• Primary care networks
• Outpatient groups with similar volume

Ask those references:

• How responsive is the lab?
• How often do problems occur?
• Would they choose the lab again?
• What do they wish they had known before signing?

10) Pilot before you commit

If possible, run a pilot at 1–2 sites and track:

• TAT
• Specimen rejection rate
• Staff satisfaction
• Provider satisfaction
• Result delivery reliability
• Billing issues
• Patient complaints

That gives you real-world data instead of just sales promises.

A simple scorecard approach

You can score each lab from 1–5 on:

• Turnaround time
• Reliability
• Integration
• Customer service
• Pricing
• Logistics
• Scalability
• Compliance

Then weight the categories based on what matters most to your group. For urgent care, I’d usually weight:

1. TAT/reliability
2. Integration
3. Logistics
4. Service
5. Pricing

Common mistake to avoid

Don’t pick solely on:

• Lowest price
• Largest brand name
• Best salesperson
• One-time test menu comparison

The right lab is the one that reduces delays, staff burden, and errors across all your sites.

If you want, I can also help you build a reference lab comparison checklist or scorecard you can use with vendors.