File a Complaint

A complaint can be submitted by filling out our online complaint form. Each employee has a responsibility to refer or pass on a complaint to the laboratory coordinator or the laboratory director, and to handle each complaint with discretion. The managing laboratory coordinator/director has the responsibility of returning feedback to the complainant.

The purpose is:

• To ensure that all complaints are being registered and processed correctly.
  
  
• To ensure that complaints are being processed satisfyingly for the complainant.
  
  
• To ensure that complaints as far as possible are being used for improvement.

Procedure on receiving the complaint:

• Results are verified.
  
  
• Test tubes and labeling is verified.
  
  
• The requisition form is checked for potential comments.
  
  
• The machine is reviewed for errors. Controls, calibration etc. are verified again.
  
  
• The sample is re-run.
   
• If the same test results are obtained the sample will be sent to an external laboratory.
  
  
• If errors are identified on the machine, the error will be rectified in cooperation with laboratory technicians, suppliers and technicians.
  
  
• Conclusion: the complainant will be informed of the result of the investigation as well as potential actions.