Complaints Investigation & Resolution Procedure
For the ‘Complaints Form’ click here.
You can send it to us via e-mail or use the website’s contact form.
Our Commitment to Quality In our laboratory, every comment or complaint you make is a valuable tool for the continuous improvement of our services. We follow a strict management protocol, ensuring objectivity and transparency at every stage.
- Official Recording & Archiving As soon as you submit your complaint (in writing or verbally), it is assigned a unique reference number and is immediately forwarded to the Quality Department and to the Scientific Director of the laboratory.
- Scientific Investigation The Scientific Associate undertakes the full investigation of the incident. This includes:
- Review of laboratory records
- Examination of procedures (pre-analytical, analytical, and post-analytical stages)
- Personal interviews with involved staff
- Evaluation of any deviations from international standards (ISO)
- Personal Communication & Update Upon completion of the investigation (usually within 2–3 working days), the Scientific Director or the Laboratory Director will contact you personally. The purpose of this communication is:
- To inform you in detail about the findings of the investigation
- To explain the causes of the problem, if a failure occurred
- To propose an immediate and fair solution (e.g., repeat testing, correction of results, etc.)
- Implementation of Corrective Actions Every complaint is considered closed only after the laboratory has implemented the necessary measures to ensure that the specific incident will not recur in the future.
Confidentiality & Data Protection Statement
Personal Data Protection (GDPR) Our Diagnostic Laboratory is committed to the full protection of your personal data during the complaint management process.
- Limited Access The information you provide in the complaint form, as well as the results of the internal investigation, are accessible exclusively to the Scientific Director and the Quality Manager of the laboratory.
- Purpose of Use This information is used solely for resolving the specific issue and for improving the services we provide.
- File Security The complaint file is kept in a secure environment and is not disclosed to third parties, unless required by applicable law or competent supervisory authorities.
We respect medical confidentiality and work with transparency to best serve you.