Interested parties may submit complaints concerning the operation of the laboratory or evidenced by contacting the Secretariat of the workshop, during working days and hours of operation of the laboratory, or in writing to the use of the relevant questionnaire survey of customer satisfaction which is the Secretariat of the laboratory or by sending email to the email address of the laboratory.
Any complaints set out in the laboratory, either orally or in writing is recorded in an appropriate form of recording complaints.
Required information must indicate the individual is the identity and contact information. The wording of the complaint must be complete , clear and detailed , together with any information requested by the secretariat ( eg . Patient code, patient name, sample code, reference outputs etc. . ) To the laboratory to be able to fully explore the complaint.
If the investigation of the laboratory finds that the complaint is justified, apply corrective action to remedy the complaint.
In any event, whether the complaint is justified or not, the laboratory informs the client of the results of the investigation and corrective actions to be taken if such have arisen, either verbally or by email (depending on how the delivered complaint).
When the complaint, raises doubts about the quality of test results or the compliance of the laboratory with the policies and procedures or with the requirements of accreditation, following inspection of the involved activities to see if there were nonconformities. The inspection results are recorded.
Where the inspection identifies non - compliances , the procedure D4.9 applies ( Identification and control of nonconformities ) .
Complaints are laboratory indication of customer satisfaction and are used to improve the management system , the examinations and the services provided to customers.