Question: With thousands of collectors across the U.S., how does Quest Diagnostics help ensure the quality of each drug test collection?
As one of the first steps in the drug testing process, collections help build the foundation that enables our laboratories to operate as efficiently as they do. As such, it is imperative that we hold our collectors to the highest standards of quality and professionalism by establishing rigorous chain of custody protocols, conducting frequent audits, and reducing fatal flaws.
Chain of Custody Protocols
Our collectors perform more than 300,000 drug test collections each month across the U.S. To help ensure the specimen is collected with consistent quality, we’ve established strict chain of custody procedures to be followed for every collection. No matter where we collect the specimen, the same standardized processes are used from collection to results reporting.
Having dependable, high-quality collections across a network this vast requires continuous oversight and attention. In addition to our ongoing training, we validate that collectors follow the established protocols by:
- Conducting more than 1,200 unannounced, anonymous collections – also known as Mystery Shoppers – each year at Quest-owned and operated Patient Service Centers (PSCs) and preferred collection sites utilizing trained collectors from our mobile collection network.
- Performing audits of our mobile drug test collection network by dispatching a collector, monitored by a trainer, who is positioned to provide feedback on corrective action and immediate retraining if needed.
Fatal Flaw Reduction
We use fatal flaws – errors that require a recollection – as a metric to measure the quality of our drug test collections. Through our investments mentioned above, along with increased use of the electronic Custody and Control Form (eCCF), we’ve been able to reduce our fatal flaw rate to less than 0.08 percent. Said another way, on average 99.92 percent of our PSC collections are completed without a fatal flaw – providing quality you can count on.
Watch our video to learn more about the different ways in which we ensure quality collections.
To learn more about our collection quality, visit our website or contact us online.
Our By the Numbers blog series takes a closer look at the numbers, facts, data, and outputs that impact workplace drug testing programs. In this post, we look at the numerical values that enable our 24/7 emergency collections to operate as efficiently as they do.
While our nationwide network of more than 8,000 collection sites provides local and convenient drug test collection services, 24/7 emergency collections can be a better alternative for reasons like post-accident drug testing.
Post-accident drug testing is performed after an employee has been involved in a workplace accident. Until the testing is performed, it is unknown if drugs or alcohol were a factor, and as such, employers should not allow the employee to drive to a collection site if there is a possibility he or she is under the influence. For situations like this, we provide around-the-clock access to emergency collections where trained collectors come on-site to your place of business.
“On-site specimen collections after an accident are common,” said Charlie Sullivan, Collection Services and Vendor Payment Director at Quest Diagnostics. “Our response time is critical. Tensions can run high during these post-accident situations and it’s vital that we collect the specimen as soon as possible.”
The numbers below highlight how our 24/7 emergency collections team is able to respond immediately and provide a best-in-class average collection time of less than 1.3 hours – when compared to the two-hour industry standard.
Download our Drug Test Collections Case Study to hear directly from clients about how rapid responsiveness is essential for successful drug testing programs.
Watch our video to learn more about the different types of collection services, including 24/7 emergency collections.
To learn more about 24/7 emergency collections, visit our website or contact us online.