Set clear result timelines before patients start calling.
Anxious patients call repeatedly when they don't know how long their test takes. Chatref delivers a clear, test-specific turnaround window from your content the moment a patient asks – no clinical staff needed.
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Why it matters
The problem this solves.
The challenge
Patients don't know whether to expect results in hours, days, or weeks – so they call as soon as they're worried.
What it costs
Repeat status calls from the same patient pile up in the queue and pull coordinators away from draw work.
The Chatref way
Chatref gives the configured turnaround window per test type and routes patients to the portal to track status.
The Chatref solution
How Chatref delivers turnaround timelines.
A patient asks how long a send-out thyroid antibody test takes. Chatref looks up the configured turnaround window for that test type in your knowledge base and returns a clear timeline – and routes the patient to the portal to check when results post, without routing to clinical
Real questions
What Chatref answers here.
How long does a blood test take to come back?
How long do lipid panel results usually take?
My specialty test was sent to a reference lab – how long does that take?
Why are some lab results taking longer than expected?
How long until my thyroid panel shows up in the portal?
When should I follow up if my results haven't arrived?
Loved by support teams
Lab teams, setting result expectations so patients stop calling.
How diagnostic labs use Chatref to deliver test-specific turnaround timelines before the repeat calls start.
We configured turnaround windows for every test category we run and Chatref has handled the 'how long will it take' question ever since. Repeat status calls from anxious patients dropped by more than half within the first two weeks.
Patients used to call two or three times when waiting on a send-out result. A clear timeline from Chatref set the expectation and the repeat calls stopped.
It gives a different timeline for routine panels and specialty assays – patients appreciate the specificity and stop guessing.
of turnaround timing questions answered without reaching a coordinator
We route delayed-result conversations to staff automatically via conversation tags. Chatref handles the easy ones and flags the exceptions.
Can it give different timelines for different test types?
Yes. You configure turnaround windows per test or test category and Chatref returns the correct one when a patient names their test.
What does it say when results are running late?
Chatref flags the conversation for staff follow-up – it does not speculate on why a result is delayed or when it will arrive.
Does it cover reference lab and send-out tests?
Yes. Configure the extended turnaround for send-out tests and Chatref returns that window when patients ask about specialty or reference lab assays.
How do I update turnaround windows when test processes change?
Update your knowledge base content and Chatref re-indexes the change in minutes – no code changes needed.
How long does setup take?
Minutes. Add your turnaround windows per test type, drop in the widget, and it's live.
Set clear timelines before patients start calling.
Configure your turnaround windows per test type, add one snippet to your site, and let Chatref deliver accurate expectations to every anxious patient – free to start.
Part of Chatref for Laboratory Services · Healthcare hub · pricing.