NaturaeSoft Support - Knowledge Base

ID	Title	Module	Category
94	A Lab Result Has Not Arrived A Lab Result Has Not Arrived Almost always the result has arrived and is not attached to the patient. Check that before ringing the lab. 1. Look for it unassigned A result is matched to a patient on the demographics the lab returns. When those do not match your record - a hyphenated surname, a middle name included, a date of birth keyed differently at the lab - the report arrives with no patient attached. It is not on anyone's chart, and nothing tells anyone it is there. This is common. Practices using LabPro are carrying thousands of unassigned reports between them, and they accumulate quietly because nothing chases them. Look for the report in the practice-wide Lab Pro Reports list rather than on the patient. If it is there, use Select Patient to Assign Lab Report - Search for the patient and choose them, and the report attaches to their chart. If the mismatch was your record rather than the lab's, correct the patient too. Otherwise their next result arrives unassigned as well. 2. Check the date range on the list Lab Pro Reports is filtered by period. A result older than the selected range is not missing, it is outside the window - Clear the filter or widen Show before concluding anything. 3. Check the order was actually placed Orders live in LabCorp Link, not in OfficePro, so confirm it there - that it was submitted, and under the right account. An order left unsubmitted has no result coming and nothing in OfficePro will show that. While you are there, check it was placed against the patient you found through the MRN search rather than one keyed by hand. A hand-keyed patient is the usual reason a result comes back and matches nobody. 4. Check with the lab, with the accession If it is genuinely not here, the lab can say whether the specimen arrived and was resulted. Have the accession number, the patient, the date of the draw and the tests ordered. Without the accession the call takes a great deal longer. Only some of the tests came back Normal. Labs report in batches as each test completes, and a panel with a longer-running test in it arrives in parts. The status on each line tells you whether it is final. Give the slower tests their stated turnaround before chasing. A result is on the wrong patient Deal with it immediately - a result on the wrong chart is a clinical risk, not an administrative tidy-up. Reassign it to the correct patient, and check whether anything was acted on in the meantime. If two patients have similar names, expect it to happen again and fix whichever record is ambiguous. An abnormal result was not highlighted Working as designed, and worth understanding. Only HH, LL, CH, CL, > and < are shown as Critical Result. A plain H or L, or the generic A, is shown in bold with no highlight - and those are the vast majority of abnormal results. The absence of a highlight is not clinical reassurance. Read the flag and the reference range on every line. The patient lookup in LabCorp Link returns nothing The demographic bridge authenticates by IP address. If it has stopped finding anyone, the most likely cause is that your clinic's IP has changed - a new connection, a new router, or working from somewhere else - and it needs re-registering with support. If it finds some patients and not others, that is a data problem rather than a connection one: check the patient is active in OfficePro and that you are searching the MRN it holds. Fullscript labs are not appearing Those come in separately, under Fullscript Labs, and they need Fullscript provider setup - each ordering practitioner mapped to a provider here. A result whose practitioner does not map has nobody to route to, and one that matched no patient sits in the same place as any other unassigned result. Nothing at all is coming in One result missing is a matching problem. Nothing arriving for a day or more is a connection problem - raise it with support rather than working through individual patients, and say when the last result you did receive came in. Worth doing weekly Review unassigned reports on a schedule. Every one is a result nobody has seen, and the list only grows. A few minutes weekly prevents the backlog that makes this article necessary.

Almost always the result has arrived and is not attached to the patient. Check that before ringing the lab.

1. Look for it unassigned

A result is matched to a patient on the demographics the lab returns. When those do not match your record - a hyphenated surname, a middle name included, a date of birth keyed differently at the lab - the report arrives with no patient attached. It is not on anyone's chart, and nothing tells anyone it is there.

This is common. Practices using LabPro are carrying thousands of unassigned reports between them, and they accumulate quietly because nothing chases them.

Look for the report in the practice-wide Lab Pro Reports list rather than on the patient. If it is there, use Select Patient to Assign Lab Report - Search for the patient and choose them, and the report attaches to their chart.

If the mismatch was your record rather than the lab's, correct the patient too. Otherwise their next result arrives unassigned as well.

2. Check the date range on the list

Lab Pro Reports is filtered by period. A result older than the selected range is not missing, it is outside the window - Clear the filter or widen Show before concluding anything.

3. Check the order was actually placed

Orders live in LabCorp Link, not in OfficePro, so confirm it there - that it was submitted, and under the right account. An order left unsubmitted has no result coming and nothing in OfficePro will show that.

While you are there, check it was placed against the patient you found through the MRN search rather than one keyed by hand. A hand-keyed patient is the usual reason a result comes back and matches nobody.

4. Check with the lab, with the accession

If it is genuinely not here, the lab can say whether the specimen arrived and was resulted. Have the accession number, the patient, the date of the draw and the tests ordered. Without the accession the call takes a great deal longer.

Only some of the tests came back

Normal. Labs report in batches as each test completes, and a panel with a longer-running test in it arrives in parts. The status on each line tells you whether it is final. Give the slower tests their stated turnaround before chasing.

A result is on the wrong patient

Deal with it immediately - a result on the wrong chart is a clinical risk, not an administrative tidy-up. Reassign it to the correct patient, and check whether anything was acted on in the meantime. If two patients have similar names, expect it to happen again and fix whichever record is ambiguous.

An abnormal result was not highlighted

Working as designed, and worth understanding. Only HH, LL, CH, CL, > and < are shown as Critical Result. A plain H or L, or the generic A, is shown in bold with no highlight - and those are the vast majority of abnormal results.

The absence of a highlight is not clinical reassurance. Read the flag and the reference range on every line.

The patient lookup in LabCorp Link returns nothing

The demographic bridge authenticates by IP address. If it has stopped finding anyone, the most likely cause is that your clinic's IP has changed - a new connection, a new router, or working from somewhere else - and it needs re-registering with support.

If it finds some patients and not others, that is a data problem rather than a connection one: check the patient is active in OfficePro and that you are searching the MRN it holds.

Fullscript labs are not appearing

Those come in separately, under Fullscript Labs, and they need Fullscript provider setup - each ordering practitioner mapped to a provider here. A result whose practitioner does not map has nobody to route to, and one that matched no patient sits in the same place as any other unassigned result.

Nothing at all is coming in

One result missing is a matching problem. Nothing arriving for a day or more is a connection problem - raise it with support rather than working through individual patients, and say when the last result you did receive came in.

Worth doing weekly

Review unassigned reports on a schedule. Every one is a result nobody has seen, and the list only grows. A few minutes weekly prevents the backlog that makes this article necessary.

NS - Knowledgebase

A Lab Result Has Not Arrived