When results are ready, patients receive an automatic notification with a secure link to view them — so staff no longer spend the day on the phone reading results aloud.
Typical results
Minutes
from result release to patient notification
−70%
inbound "is it ready?" calls
100%
of results delivered with a secure link
0
staff hours reading results aloud
Figures reflect typical results for this kind of automation.
The challenge
Patients called repeatedly to ask whether their results were ready, tying up the phone lines and the clinical staff.
Before and after
Time until the patient is informed
−99%"Is it ready?" calls per day
−77%Staff phone hours per week
−80%The automation
Once a result is marked complete in the lab system, an automation matches it to the patient and sends a WhatsApp or SMS notification with a secure access link.
How it works
- 01
Result marked complete
The lab system flags a result as released.
- 02
Matched to the patient
The automation matches the result to the right patient record.
- 03
Secure link generated
A secure access link is created for viewing the result.
- 04
Instant notification
The patient receives a WhatsApp or SMS message within minutes of release.
- 05
Phones go quiet
Patients view results themselves, and staff handle only the cases that need a conversation.
Starts from
- Lab file
- Patient record
Delivers
- Patient alert
- WhatsApp message
The impact
Patients are informed within minutes of a result being released, and inbound "is it ready?" calls fell sharply.
Questions about this automation
Does the message include the actual test results?
No. The WhatsApp or SMS message only says that a result is ready and includes a secure access link. The result opens behind that link after the patient verifies their identity, for example with a one-time code, so no clinical data sits in a chat thread or on a lock screen.
How is each result matched to the right patient?
When the lab system marks a result as released, the automation reads the patient identifier on the result and looks up the matching record and contact number. If the identifier or phone number is missing or doesn't match, the result is held and flagged to staff instead of being sent.
Can staff hold back results that need a conversation?
Yes. Results can be tagged in the lab system as needing a call, for example abnormal values or tests the physician wants to discuss in person. Tagged results skip the automatic message and land on a staff call list, while routine results go out within minutes of release.