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Frequently Asked Questions
We recognise the importance of it not being a challenge when it comes to using a diagnostic service and with decades of experience supporting the veterinary industry we pride ourselves in providing a personal touch in supporting the outstanding work of veterinary practices.
- How do I set up an account?
To set up an account, please email us on firstname.lastname@example.org
The information which we need you to supply is the full practice address and postcode as well as your preferred email addresses for general correspondence, reporting (we can report to multiple email addresses), and invoicing.
- How do I submit a sample?
Please ensure that you have completed and enclosed an appropriate submission form, including your account code, but failing that please include your practice address. Our blue forms are generally used for Biochemistry and Endocrinology, our green forms are used for Histology, Cytology and Microbiology. Please contact us to request submission forms.
Please ensure that the submission form and all pots, tubes and swabs include details of the animal name and owner surname. If you are using Milab Online or a Practice Management System (PMS) that enables you to print your form, please enclose this with your samples.For each set of samples that you are submitting, please enclose the form and associated samples in a Biohazard bag. Please ensure the envelope or courier bag is fully sealed. If you are submitting more than one set of samples, these can be submitted in the same envelope or courier bag.
- Can you integrate with my Practice Management System (PMS)?
The Practice Management Systems that we can integrate with are currently: Assisi, Ascend, AT Systems, Robovet, Eclipse, EZ Vet Pro, Ezyvet, Provet Cloud, RX Works, Teleos, Ventana, Verifac, Vet One.
If you are using a PMS other than those listed above, please do contact us at email@example.com and we will investigate whether integration can be set up.
- How will I receive my results?
Results can be emailed to multiple email addresses, with or without Word or PDF report attachments.
If PMS and/or Milab Online integration has been set up then results will be issued via these systems.A combination of the above can be set up.
- How long do results take?
Turnaround times are listed in our current brochure.
The majority of in house Biochemistry and Endocrinology results are reported on the date of receipt. Histology (excluding samples requiring decalcification or further fixation) and Cytology submissions are reported within three days of receipt.
- How will I be billed?
Invoicing occurs at the start of each new month and the invoice will include all tests added within the previous calendar month. Your invoice will be emailed to the address that you have specified when your account was set up. If you wish to update the email address to which invoices are sent, please email firstname.lastname@example.org
- What if I need to change/add to my submission?
If you need to change the tests which have been requested on the submission form please phone us on 01379 854180 at your earliest convenience. If results have already been issued prior to a test being cancelled then charges will be incurred.
If you wish to add a test to a submission, please phone us on 01379 854180, or email email@example.com if out of hours.
- What if I am unhappy?
If you are unhappy with any aspect of our service, please email firstname.lastname@example.org detailing the issue you have encountered and if in respect of a particular submission, please include details of the animal name, owner name, date of submission and your practice address.
- Can I get a courier?
At present, our courier service extends throughout England. Due to the practicalities and costs involved, our courier service provision is dependent on practice usage of our services.
Please contact email@example.com and we will put you in touch with the Business Development Manager who covers your area of the country. They can then discuss your likely usage and the possibility of getting an overnight collection.
- Do you offer tests for all species?
The majority of our tests relate to cats and dogs but we also carry out testing in relation to rabbits, small rodents, horses and farm animals including poultry, camelids and deer. Please contact the lab for further advice.
- If I want to speak to a pathologist about my results, will I get through to someone straight away?
Our friendly team of Diagnostic Support Officers endeavour to answer all phone calls within four rings. They will be happy to transfer you through to a Pathologist. (We cannot discuss results directly with owners. If you are an owner, please discuss your results with your Veterinary Practice).
- How to package up large histology samples?
- What are the payment terms?
Our payment terms are thirty days from date of invoice.
- When is the Direct Debit taken?
Our direct debit payments are taken on, or shortly after the 24th of each month. The payment taken will match the balance owing on the account.
- How do the TOP-UP tests work?
In order to be eligible for top up testing you must have requested one of the chemistry profiles found on pages 10 & 11 of our price guide, or you will need to have attached in house results to your submission form.
Top up tests must be added on or before the date of sample receipt at the laboratory.
- How do I place a consumable order?
Please email firstname.lastname@example.org, confirming your requirements and your practice address.
- If I have an urgent histology when can I expect the result?
For those URGENT SAMPLES that require processing on the day of receipt. Please call the lab in advance of submitting so we can fast track it on arrival. A report will be sent same day as receipt of sample (excluding Saturdays), this excludes tissues that require further fixation or chemical softening. These samples will be reported on as soon as possible but where a report cannot be provided same day no additional charge will be made.
- How long are the samples stored for once you receive them?
Samples are generally stored for a week. Histology fixed tissue is stored for 6 weeks and Histology wax blocks are stored for 5 years.