The laboratory communicates with customers about the service via -

• Direct personal meetings
• Directly by telephone (e.g. Physicians and Surgeons have access to mobile phone numbers of all Consultants)
• Newsletter
• Laboratory Services User Manual
• Clinicopathological conferences
• GP Study days
• The Hospital Web Site
• The Laboratory Website
• Survey Questionnaires

Any Customer requiring advice or a consultation with regard to any aspect of the pathology service should contact the laboratory staff, who will arrange for the appropriate person to consult with them as soon as possible.  Any customer requiring information on the laboratory services can do so by e-mail or telephone or by writing to the Pathology manager. The web site address is also available for access to general information www.blackrock-clinic.com

The results of laboratory tests will be made available to patients through their clinicians or general practitioners but not directly from the laboratory.

4.1 Complaints Policy

In line with the Blackrock Clinic complaints policy, the laboratory encourages users to comment on their experience with the services provided. The hospital is committed to responding positively to all complaints received and regards these as an opportunity to improve its service.

Complaints can be made verbally or in writing to the Pathology Manager and the Blackrock Clinic Complaints Policy is followed.  Complaints are dealt with in the first instance by the Pathology Manager or, as appropriate, by the Pathology Consultant or Hospital Quality Manager. 

4.2 Consultant Advisory Services

The laboratory has Consultants for all departments to provide appropriate clinical advice and expertise to users. These consultants can be contacted where required for advice on the appropriate choice of examinations and their clinical indications, the limitations of examination procedures and appropriate test frequency. They can provide consultation where required on individual clinical cases and interpretation of results of laboratory examinations.

A clinician who requires interpretation of laboratory data can contact the laboratory to speak to the appropriate consultant.

4.3 Policy on Protection of Personal Information

The laboratory adheres to the Patient Confidentiality and the General Data Protection Regulation  2018. EU General Data Protection Regulation (GDPR): Regulation (EU) 2016/679