Procedure for establishment and review of service agreements

NameUnique ID Edition/Date of Edition
Procedure for establishment and review of service agreementsnchsls:c:general:document:26(0) 22-09-2016
Preparing authorityApproving authorityReview period
All teaching staffQuality Manager1 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

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

After receiving the sample request, verify that

  1. There is no change in examination process from one intended in examination request received.
  2. Inform customers and users of any deviations from the examination request received that impact upon the examination results.

Review of service agreements

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