Quality management

1. Laboratory policy on the protection of personal data

Diagnosis Laboratory Center ensures the protection of confidential information and personal data from customers. Diagnosis Laboratory Center ensures that the access to the facilities and records of the laboratory to authorized persons only in order to avoid loss, unauthorized access and misuse of information. All laboratory staff committed to maintaining the confidentiality of the information by signing the relevant confidentiality statement (Quality Manual version 1, §4.1.2).

2. Laboratory policy on providing advisory services

Diagnosis Laboratory Center provides professional advice on the selection of appropriate tests and the use of its services, the frequency of repetition of the examinations and the appropriate type of sample (e.g. blood, urine, etc.). Diagnosis Laboratory Center advices for clinical evidence, restrictions on procedure of the examinations (if necessary) in order to meet the needs of its customers.

Furthermore, the laboratory provides customers the medical opinions and judgments on the interpretation of test results, as well as tips on taking and transporting the samples, their acceptance criteria and the action taken in cases of inadequate samples.

Diagnosis Laboratory Center seeks the good cooperation and maintains continuous communication with customers and treating doctors, during the execution of the tests and after the delivery of results, providing advice and guidance on medical subjects and specialized information, opinions and interpretations based on results.

These tips are provided by the lab director Stefanos Yioukkas. The customer information is done either through personal or telephone, or through the website. (Quality Manual version 1, §4.7.1).

3. Complaints procedures

Customers may submit complaints concerning the laboratory operation in person by contacting the secretary during working hours or in writing using the survey of customer satisfaction provided by the secretary of the laboratory or via email.

Every complaint is recorded in a suitable form of recording complaints.

All complaints must be complete, clear and detailed.

If the investigated complaint is justified, the Laboratory applies corrective actions.

In any case, whether the complaint is justified or not, the laboratory informs the client of the results of the investigation and the corrective actions taken either verbally or by email (depending on how the complaint was delivered).

When the complaint raises doubts about the quality of test results or the compliance of the laboratory with the policies and procedures or the requirements of accreditation, then an inspection of the involved activities to determine if any non-conformities is followed. The inspection results are recorded.

Where the inspection identifies non-compliances, the D4.9 procedure applies (Identification and control of nonconformities).

Complaints are laboratory indication of customer satisfaction. Complaints are used to improve the management system, the examinations and customer service. (Quality Process D4.8, version 1).

4. Customer opinion

Diagnosis Laboratory Center seeks the opinion of customers for the provided services and measures their satisfaction with the use of customer satisfaction survey questionnaire. The questionnaire which can be filled all clients is located in the reception of the laboratory.

The information gathered by customer satisfaction questionnaires, assessed by the laboratory and discussed in the review by management and used to improve the management system and operation of the laboratory. (Quality Manual version 1, §4.8.2).

5. Cooperation with customers

Diagnosis Laboratory Center gladly accepts cooperation with customers or their representatives in clarifying their claims.

Customers or their authorized representatives are entitled to have access to laboratory and watch the performance of tests on their samples. In this case the laboratory takes precaution to protect the confidentiality and privacy of information of other customers. (Quality Manual version 1, §4.8.2).

6. Consent

The attendance of the patient to the laboratory is an automatic patient consent for the laboratory to obtain the original sample and perform the requested examinations.

In cases where the patient is not able to give consent for taking a sample, the lab asks to be given a written consent from the husband/wife or first grade relative of the patient.

For samples submitted or sent by a third party (e.g. from hospital), consent is not required, as the responsibility of sampling and sample identification of the patient belongs to the bearer or sender. (D5.4 Procedure, version 1).

7. Laboratory turnaround time

Result reports are delivered by the reception of the laboratory. Patients or authorized persons are requested to demonstrate an identification document (ID card or driver's license).

Results for routine tests of samples taken before noon any working day (Monday to Friday) are ready within the same day and can be delivered to customers on the same day by hand, fax or email. For specialized tests that need more days for the results, then the client either locally informed or notified by phone.

The results for samples taken in the afternoon working day (Monday to Friday) can be ready either on the same day or the next day.

The results for samples taken on Saturday can be delivered to customers by hand, fax or email the same day until 13:00 or  next Monday. (D5.8 Procedure, version 1).