Case Study: BayCare Laboratories achieves an 83% reduction in wait times with Experity Patient Engagement

BayCare Laboratories Decrease Wait Times by 83 Percent

BayCare Laboratories, which operates 36+ patient service lab locations across Tampa Bay, struggled with inefficient scheduling and no formal wait-room management—relying on Outlook for reservations and receiving frequent complaints about long waits. Because its urgent care sites already used Experity Patient Engagement, BayCare chose to extend that vendor’s solution to its laboratories.

Experity implemented Patient Engagement across the website, call center and on-site check-in kiosks and added wait-room monitors and per-phlebotomist metrics for real-time operational visibility. Using Experity’s system, BayCare scheduled 2,800+ online and 1,600 call-center patients in 90 days, cut overall wait times by 83%, achieved under-three-minute waits for online patients, and saw 98% of patients called back on time or early—shifting feedback from complaints to daily compliments.

BayCare Laboratories

Donna Lynch

Director