Case Study: C-Lab (Cape Cod Healthcare Laboratory Services) achieves 90% wait time reduction and streamlined operations with QLess

How C-Lab Eliminated Lines and Improved Patient Care in the Process

Cape Cod Healthcare Laboratory Services (C‑Lab) operates multiple lab sites in eastern Massachusetts where phlebotomists traditionally handled greetings, check‑ins and data entry. After receptionist roles were eliminated, patients were asked to sign themselves in, forcing skilled clinical staff to manage administrative tasks, balance appointments with walk‑ins, and track arrival/departure times — creating longer waits and inefficient use of staff.

C‑Lab implemented QLess’ appointment scheduling and queue management system, enabling appointments, walk‑ins and remote waitlist joins with text updates, in‑room registration, and real‑time analytics for staffing and performance. The system streamlined check‑ins and reporting, restored staff focus on clinical work, and delivered measurable gains: a 90% reduction in wait time, 20% less idle time and a 15‑minute maximum wait, plus improved visibility into productivity and capacity.

C-Lab

Patricia Childs

Supervisor