Ask any lab receptionist which questions fill their day and the list is short. Answering them well, in the patient's own language, decides whether the patient arrives prepared or has to come back.
1. "Do I need to fast?"
The most common call. A good answer names the hours and says whether water is allowed, for the test the patient actually has: a lipid profile usually needs 10 to 12 hours, while HbA1c and most thyroid tests need none. Write your lab's own chart down once, and make sure everyone answering the phone uses the same one.
2. "What time does collection start?"
Give the real window for the day they asked about. If Sunday hours differ, say Sunday's hours, not the weekday ones.
3. "Can you collect from home?"
Say yes or no clearly, then take what your team needs to schedule it: name, area, preferred time and a WhatsApp number. Then make sure the request reaches the person who plans the routes.
4. "When will my report come?"
State the turnaround and how it arrives: WhatsApp, email or the counter. Never read out or interpret a result on the phone; that belongs with your doctor or pathologist.
5. "Do I need a prescription?"
Say your rule before the patient travels. A wasted trip is the fastest way to lose a patient.
Answering them without tying up the counter
These five answers are exactly what an AI receptionist can give from your lab's own facts, at 7 AM or 9 PM, while your staff handle the patients in front of them. See how on the diagnostic centres page, or read why labs lose bookings on the phone.