Checklist Phase 2 - Customer Focus

Does the laboratory have a service manual that includes the following: [tick-off]

• Description of which tests are available at the laboratory, including information on which the clinical situations require this test to be performed.
• What sample is needed for each test, the volume/amount needed and, if applicable, special timing of collection.
• How this sample must be collected, including:
  • Identification of the patient and verification that the patient meets the pre-examination requirements (e.g. for some examinations the patient must be sober; the sample collector must verify that the patient is indeed sober).
  • How to prepare the patient.
  • How to label the patient.
  • The type of container in which the sample must be collected.
• How and under which conditions it must be packed and sent to the laboratory, including:
  • Time frame within which the sample must be sent to the laboratory.
  • Temperature interval in which it must be transported.
  • The method of packing the sample container to prevent leaks.
• If applicable, requirements regarding patient consent.
• The procedure for requesting routine laboratory testing, including how to complete the Request Form.
• The procedure for requesting urgent laboratory testing.
• The normal turnaround time for each test.
• The biological reference intervals and, if applicable, the critical/alert values for specific tests.
• A list of factors known to affect the performance of the examination or the interpretation of results of each examination.
• The routine method of reporting.
• A guideline to interpreting the Result Report.
• The procedure for reporting urgent testing results.
• Requesting additional testing, including the time-frame in which this is possible.
• The laboratory’s policy on protection of patient information.
• The laboratory’s complaint procedure (this will not yet be included in phase 2 as this will be developed in phase 4).