Medical couriers and patient outcomes: what the latest survey reveals

April 22, 2025

By Jake Crampton, MedSpeed CEO 

It’s clear that timely and accurate lab testing is crucial to healthcare. In fact, according to the American Clinical Laboratory Association, lab testing informs approximately 70 percent of medical decisions, from diagnosis to treatment planning.  

Since our inception 25 years ago, MedSpeed has supported laboratories, so we understand the vital role logistics plays in setting the table for effective patient care. Testing delays or errors caused by poor lab courier quality can lead to misdiagnoses, inappropriate treatments, and increased patient risk—not to mention driving up healthcare costs.  

The results are in: medical courier errors and their impact  

A new survey conducted by CAP Today, the publication of the College of American Pathologists, looks at the impact courier services have on laboratories. Ninety-nine percent of the 318 lab professional respondents said that medical couriers impact their work in a “typical week,” with 81 percent of those working in acute care labs indicating that impact as “significant.”  

Of lab respondents surveyed:  

• 84 percent said that in the last month a medical courier delay or error impacted their ability to provide appropriate and timely results for patients, with an average of three such incidents per month reported per respondent. 
• 56 percent of lab directors, managers, and supervisors indicated that a courier error compromised an irreplaceable specimen in the last year, with an average of two such incidents reported per respondent.
• 83 percent of lab directors, managers, and supervisors said courier reliability affects their decision to partner with specialty labs or complementary labs for send out and referral testing.  

The big picture: last-mile logistics and healthcare teams  

The findings of this 2025 survey, detailed in this infographic, corroborate the responses to a similar survey of lab professionals in 2023.   

In addition to the two CAP Today surveys, results from a 2024 survey conducted by American Nurse Journal bolster the importance of dependable last-mile logistics. That survey found that for 83 percent of nurses, medical courier issues negatively impact their work weekly, with 52 percent of nurses indicating that a courier error or delay forced them to reschedule or cancel a procedure in the past year.  

These surveys highlight how lab logistics companies don’t just move specimens—they directly influence patient care as well as nurse and physician workflows. A single mistake can ripple across the entire care delivery process.  

Choosing the right lab logistics partner  

Collectively, these surveys demonstrate how important it is to select a reliable, high-quality logistics expert. When evaluating providers, labs should consider:  

Chain of custody and compliance protocols  

• Real-time tracking and technology 
• Proven error rates compared to the industry average
• Experience with healthcare-specific logistics  

With error rates as low as 1/20th of the industry average, MedSpeed delivers more than just lab specimens—we deliver trust, savings, and better patient outcomes. Click here to learn more.  

FAQ: last-mile logistics services  

Why do labs need specialized logistics companies? 

Unlike general delivery providers, laboratory logistics specialists are trained in specimen handling, temperature control, and chain-of-custody requirements to protect specimen integrity and patient safety.  

How do lab logistics companies reduce errors?  

By combining trained personnel, proven processes, and technology-enabled tracking, a logistics company that specializes in supporting labs can reduce the risk of lost specimens, delayed or incorrect results, and compromised patient care.  

How do I choose the best partner for my organization? 

When selecting a healthcare logistics partner, look for proven reliability, healthcare-specific expertise, and the ability to customize a logistics network unique to your lab’s needs. Choosing the wrong service can lead to delays, errors, and higher long-term expenses.