1
SUBMIT
Patient/Client submits the complaint (via phone, email, or formal letter) to the laboratory.
2
ACKNOWLEDGE & LOG
Complaint is logged, assigned a reference number, and the complainant is notified of the 5-business-day TAT for initial review.
3
INVESTIGATE
Internal investigation conducted (e.g., review of testing procedures, staff interviews, equipment logs).
4
RESPOND & RESOLVE
Laboratory issues a formal response to the complainant regarding the findings and corrective action taken.
5
CLOSURE
Complaint is closed. Complaint will be included in laboratory management review for further monitoring.