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.
Search the opinion of customers
The workshop seeks the opinion of its customers for services using customer satisfaction survey questionnaire. The questionnaire is the Secretariat of the laboratory.
Information gathered from looking customer satisfaction, assessed by the laboratory are discussed in the review by management and used to improve the administration and operation of the workshop, as well as the services provided by the laboratory.
Cooperation with customers
The workshop gladly accept cooperation with customers or their representatives in clarifying their claims and monitoring by the conducting of examinations in their samples.
Customers or their authorized representatives are entitled to have access to the workshop and watch the performance of examinations in their samples. In any such case, the laboratory takes care to take appropriate steps to safeguard the confidentiality and privacy of information of other customers.
Opt-making process
Voluntary attendance of the patient to the laboratory for taking the initial sample and the submission by him of the original sample form for the workshop providing automatic consent of the patient to the laboratory to obtain the original sample and perform the requested examinations.
In cases where the patient or donor sample can not come to the laboratory (called laboratory staff to perform the sampling), or not able to give consent for obtaining samples, then the workshop asking to be given a written consent from the husband / wife of the patient or relative First Grade.
For patient samples submitted or sent by a third party (eg . From Hospital ) , consent is not required , as the responsibility of sampling and identification of the sample with the patient is the bearer or sender .
Policy workshop on the protection of personal data
VIOIATRIKI LEMESOU policy is to ensure the protection of confidential information and personal data from customers and to ensure that access to laboratory facilities and files this be done only by authorized persons, 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.