**Procedure for establishment and review of service agreements**
===Header===
^Name^Unique ID^ Edition/Date of Edition ^
|Procedure for establishment and review of service agreements|nchsls:c:general:document:26|(0) 22-09-2016|

^Preparing authority^Approving authority^Review period^
|All teaching staff|Quality Manager|1 year|

|**Printed copy of this document is considered uncontrolled.** It should be compared with controlled electronic copy before use|
=====procedure=====


===Before receiving sample request, verify that===
  -the examination is currently available in the laboratory as intended in the examination request.
    -Especially verify availability of 
      -necessary staff, 
      -environmental conditions, 
      -equipments and reagents and 
      -functional information management.
      -possible discrepancy between requested and available examination with reference to (where appropriate)
        -sample type, 
        -principle, 
        -performance characteristics of examination
    -if all the examinations in the request are not available
      -reject the request with appropriate acknowledgement.
    -if some of the the examinations in the request are not available, but others are available, 
      -communicate the same to the user of the same
      -Give user following choice 
        -taking back the entire request
        -performing only currently available examinations in the laboratory. In that case, depending on user wish
          -lab may keep entire sample or
          -aliquot sample to return a part of it for performing unavailable test at other laboratories
      -keep a record for the same

===After receiving the sample request, verify that===
  -There is no change in examination process from one intended in examination request received.
  -Inform customers and users of any deviations from the examination request received that impact upon the examination results.

===Review of service agreements===
  -Review of service agreements include both amendment of examination request as well as periodic review.
  -If any examination is added or removed from request due to user request, review all above mentions aspects of agreement.
  -Review at least once a year all aspects of the service agreement. Some suggested method of review are
    -Analyse examinations requested but not available for reasons and corrective actions if required.
    -Analyse reasons and corrective actions taken for those examinations where there was deviation from the requested.