How Patient-First Pivot at Lab-Med Demonstrates the Power of Strategic Healthcare Partnerships

Before our collaboration, Lab-Med’s exceptional commitment to patient understanding meant staff spent considerable time explaining basic results’ meaning through one-on-one conversations. Even with excellent patient service, this approach wasn’t scalable, as it created a significant operational burden.

Moreover, the challenge of not understanding the test results still existed for patients who couldn’t consult their results in person. Meanwhile, laboratory personnel were stretched between business–as-usual operations and patient education responsibilities.

Lab-Med recognized that providing automated result interpretation would solve both problems simultaneously — ensuring every patient receives immediate, comprehensive health understanding while freeing staff to focus on service excellence rather than basic result explanations.

Phase 1: Commercial Introduction (September 2023) 

Lab-Med began offering paid interpretation services online through their patient portal. This tested patient demand while validating the service’s importance — patients valued result interpretation enough to pay for it.

Phase 2: The Patient-First Pivot (May 2024) 

The transition to completely free interpretation represented a fundamental shift in thinking. 

Lab-Med repositioned interpretation as an essential component of quality laboratory service — something every patient deserves regardless of economic circumstances. This showed their ongoing commitment to patient education and accessibility.

Their approach demonstrates strategic flexibility and genuine patient-centered thinking. Lab-Med proved that laboratories can adapt their business models to prioritize patient value while creating win-win scenarios.

Lab-Med’s free interpretation creates a true win-win scenario. Patients gain clarity on which follow-up tests are most important for understanding their health, while the laboratory has the potential to increase test volume from informed patients making proactive healthcare decisions.

Immediate Health Empowerment 

Patients gain instant access to comprehensive health insights that previously required staff to explain to them in person. This immediate understanding transforms their relationship with their health – from passive recipients of numerical data to active participants in preventive care.

Follow-Up Test Compliance 

When patients understand their health risks clearly, they naturally pursue recommended follow-up testing and preventive care. 93.75% of patients declare intention to pursue recommended testing. This demonstrates that clear health understanding motivates appropriate healthcare decisions.

Prevention-Focused Partnership 

97.1% of patients are willing to participate in the prevention-related part of the medical questionnaire (and thus, obtain personalized recommendations). This demonstrates that patients want to have an even deeper understanding of their health status. While this approach improves health outcomes, it can also generate appropriate testing volume that supports laboratory operations.

Trust-Based Growth 

With an NPS score of 93.75, Lab-Med patients become natural advocates who recommend the laboratory to family and friends. This trust-based growth is more sustainable and cost-effective than traditional marketing approaches.

Labplus provided comprehensive marketing support that enabled Lab-Med to effectively communicate patient value through genuine health education rather than promotional content.

Comprehensive Support:

• Professionally designed printed and graphic marketing materials emphasizing patient empowerment
• Website content and social media posts educating patients about the service
• Community engagement support during Lab-Med’s 10th anniversary celebration

This collaborative approach ensured consistent messaging across all channels while building trust through authentic health education that reinforces Lab-Med’s position as a healthcare partner.

Lab-Med’s success demonstrates that laboratories can create meaningful competitive advantage through authentic patient-centered innovation. Their measurable results — 94.12% understanding of next steps, 93.75% follow-up intention, NPS of 93.75 — establish new expectations for modern laboratory services.

This approach proves that patient-centered thinking and business success aren’t mutually exclusive — they’re mutually reinforcing. When patients experience genuine care and understanding, loyalty and sustainable growth follow naturally.

Through 22 collection points across Ruda Śląska and Gliwice, they serve patients who value both cost-effectiveness and comprehensive care.

Lab-Med actively promotes community health awareness through educational programs and prevention initiatives. This community engagement reinforces their position as a healthcare partner dedicated to improving patient well-being through accessible, understandable health information.

Their evolution from traditional testing services to comprehensive health partnership demonstrates how laboratories can thrive by prioritizing genuine patient value and preventive care engagement.

Ready to transform patient anxiety into health confidence while driving sustainable growth? Contact us to learn how automated result interpretation can turn your laboratory into a trusted healthcare partner that patients actively choose and recommend.