Our Client Services Department consists of trained specialists prepared to serve clients nationwide by answering questions regarding specimen requirements, specimen integrity and test results. Their main objective is to ensure customer satisfaction through effective communication. Nationwide Laboratory provides clients with a multi-layered field/regional support staff consisting of:
- National Accounts Administrator
- Director of Field Operations
- Senior Field Managers
- Field Service Representatives *(FSR)
*A field service representative (FSR) is assigned to multiple clinics to assist them in Nationwide lab-related activities.
Nationwide typically provides results within 12 hours after receipt of samples (48 hours total, depending on the individual tests performed).
A panic call value can be provided and customized to meet a dialysis center's needs. We offer repeat testing with add-on capabilities. To request repeat testing or add-ons, a center can contact the Client Services Department for assistance in implementing the proper procedure based on a specific patient specimen. Nationwide will provide repeat testing to verify test results that fall outside the predetermined range appropriate to a specific Nationwide patient. All specimens are stored for seven days before discarding. Nationwide conforms to all industry control standards of laboratory instrument comparisons and institutes instrument precision checks regularly to ensure accurate, reliable lab results and peak quality performance from our laboratory instruments.
Nationwide promotes rapid turnaround time by utilizing a system of bar coding samples prior to leaving a dialysis facility. The advantages include precise sample identification, efficient specimen verification, decreased handling time, and expeditious processing with diminished opportunities for human error.
All necessary supplies for specimen draws, (including centrifuges, tubes, etc.) are provided to the dialysis facilities by Nationwide Laboratory. Department of Transportation compliant containers are utilized to pack and transport patient specimen tubes to our laboratory via air courier services.
An optical wand is used to scan bar codes containing patient information into our laboratory software system. The majority of the specimens are handled by the OASYS robotic technology that is nearly 300 times faster than the standard human process and virtually eliminates the "lost tube phenomenon". Utilizing the bar coding system, potential discrepancies between a "pending list" and the actual specimens received are identified immediately. Our goal is to ensure proper identification and provide accurate, rapid test results. It is important to note that Nationwide is the only laboratory in the industry using this advanced technology and we are equipped with four (4) OASYS machines.