Turn a first-time patient into a prepared, confirmed arrival.
New patients don't know where to go, what to bring, or how to prepare. Chatref walks them from 'I have a lab order' to confirmed appointment and complete prep instructions without a single front-desk call.
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Why it matters
The problem this solves.
The challenge
First-time patients call multiple times before their visit – to find a location, book a slot, check prep rules, and confirm what
What it costs
Each new patient generates two to four front-desk contacts before they arrive, multiplied across every new patient each week.
The Chatref way
Chatref walks new patients through every step – location, booking, prep, and document checklist – in one guided conversation.
The Chatref solution
How Chatref onboards a new patient.
A patient receives a lab order from their provider and doesn't know what to do next. They ask Chatref, which guides them through finding the nearest draw site, booking a slot, reviewing their prep instructions, and confirming the documents to bring – all in one conversation, at
Real questions
What Chatref answers here.
I've never been to this lab before – what do I need to do?
My doctor sent me a lab order – where do I go?
How do I register as a new patient at a diagnostic lab?
Do I need to call to make an appointment or can I do it online?
What do I need to bring to my first blood draw appointment?
I got a lab order but I'm not sure if I need to fast – can you help?
Loved by support teams
Lab teams, converting new patient orders into smooth first visits.
How diagnostic labs use Chatref to walk new patients from a lab order to a confirmed, prepared arrival without front-desk calls.
New patient contacts used to generate four or five calls before the first visit. Chatref now handles location, booking, prep, and the document checklist in one conversation. Our front desk barely hears from new patients until they walk through the door – prepared.
First-visit check-in time dropped significantly. Patients who went through the Chatref onboarding flow arrived knowing exactly what to bring and how to prepare.
It makes a great first impression. New patients start their relationship with our lab by getting immediate, clear answers at midnight if that's when they got their order.
of new patient pre-visit contacts handled by Chatref without staff
Our Spanish-speaking new patients go through the same complete onboarding flow in Spanish. Fewer missed steps, fewer failed first draws.
Can it guide a patient through the full new-patient journey in one conversation?
Yes. Chatref walks new patients through finding a location, booking a slot, reviewing prep rules, and confirming documents – all in one guided flow.
Does it work for patients who received their order electronically?
Yes. Chatref handles both electronically sent and paper requisition scenarios and guides patients through the correct next step for each.
Can it register new patients in my system?
Chatref can collect patient details and route them to your registration system via a custom action – no manual data entry needed from your team.
What if a new patient is also a non-English speaker?
Chatref delivers the full onboarding flow in the patient's detected language so non-English patients get the same complete experience.
How long does setup take?
Minutes. Add your onboarding content and booking flow to the knowledge base, drop in the widget, and new patients can start immediately.
Make every new patient's first experience a smooth one.
Add your onboarding content to Chatref's knowledge base, drop in one snippet, and let it guide every new patient from lab order to prepared arrival – free to start.
Part of Chatref for Laboratory Services · Healthcare hub · pricing.