8 Laboratory TAT was felt to cause delayed ED treatment more than 50% of the time (43%) and also increased ED length of stay (LOS) over half the time (61%). 8 A College of American Pathologists (CAP) Q-Probes survey of ED TAT in 1998 showed low satisfaction rates concerning the laboratory’s sensitivity to urgent testing needs (39%) and meeting physician need (48%). In 1965 a mean ED TAT of 55 minutes was reported, in 1978 a mean of 55 minutes was reported while in 1983 mean collection to report TAT was 86 minutes for a chemistry panel including potassium. Emergency department (ED) TATs have not improved over several decades. Despite advances in analytical technology, transport systems and computerisation, many laboratories have had difficulties improving their TATs. 7 Unsatisfactory TAT is a major source of complaints to the laboratory regarding poor service and consumes much time and effort from laboratory staff in complaint resolution and service improvement. 6 Delays in TAT elicit immediate complaints from users while adequate TAT goes unremarked. 5 Nevertheless TAT is one of the most noticeable signs of a laboratory service and is used by many clinicians to judge the quality of the laboratory. Laboratorians may disagree with such a priority, arguing that unless analytical quality can be achieved, none of the other characteristics matter. 2 This preference drives much of the proliferation of point-of-care testing (POCT) seen today. 3 Of these characteristics, timeliness is perhaps the most important to the clinician, who may be prepared to sacrifice analytical quality for faster turnaround time (TAT). 2 Clinicians desire a rapid, reliable and efficient service delivered at low cost.

Clinicians however are interested in service quality, which encompasses total test error (imprecision and inaccuracy), availability, cost, relevance and timeliness. 1 Laboratories have traditionally restricted discussion of quality to technical or analytical quality, focusing on imprecision and inaccuracy goals. Quality can be defined as the ability of a product or service to satisfy the needs and expectations of the customer.

Timing benchmark definition