Ask the Experts: Drug Test Collection Quality

by Landon Todd on September 30, 2016

drug_test_collection.jpgQuestion: 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.

Audit Programs

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.

By the Numbers: 24/7 Emergency Collections

by Landon Todd on September 29, 2016

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.

emergency_collection_infographic.jpgDownload 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.


Ask the Experts: Drug Test Collection Site Options

July 26, 2016 Collections

Question: With three types of drug test collection sites and thousands of locations, how do employers know which location best meets their needs? Our drug test collection site network consists of more than 8,000 locations across the U.S. This vast geographical coverage helps provide a convenient experience for our employer customers and their donors. That […]

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Stretch Your Dollar with On-Site Collections

March 24, 2016 Collections

According to the U.S Department of Labor, drug use costs employers billions of dollars annually in lost productivity and healthcare expenditures. As a result, many employers choose to invest in drug testing programs in an effort to reduce their costs and yield a positive return on investment (ROI). The best drug testing programs are not […]

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Collection Sites Outfitted for eCCF

February 5, 2016 Collections

As we ramp up for the new Federal electronic Custody and Control Form (eCCF), developments and initiatives across our organization are nearly complete. After decades of using the traditional paper Custody and Control Form for drug testing ordering, specimen collection processing and chain of custody documentation for workplace drug testing, our collection sites are ready to use eCCF for […]

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Drug Test Collections Webinar Highlights

November 3, 2015 Collections

Collections are a critical piece of the drug testing process and understanding your choices is important as you select a drug testing provider. Charlie Sullivan, Collection Services Manager at Quest Diagnostics, recently presented a webinar where he shared insights to help you better evaluate your collection services options as you work to select the best […]

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Webinar: Evaluating your Drug Test Collection Options

October 2, 2015 Collections

With more than 8,000 collection sites, how do I know which location best meets my needs and is the most convenient for my donors? What are my alternatives if sending a donor to a collection site is not feasible? How do collection sites ensure consistency and quality? Collections are a critical piece of the drug […]

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Drug Test Collections Wherever, Whenever

August 24, 2015 Collections

Our nationwide network of more than 8,000 drug test collection sites provides local, convenient and reliable collection services; yet for some situations, an on-site collection may be a better option. Accidents – by their very nature – are incidental, unplanned and can occur at any moment. As such, it may be difficult to send a […]

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Express Results Online™ Collection Quality

August 19, 2015 Instant testing

Are you looking for an accurate result from an instant urine drug test? Do you want nearby, convenient collection sites to help streamline the donor experience? Would you like the added peace of mind that comes from confirmation testing that comes from an accredited laboratory? Express Results Online collections render reliable, accurate results within minutes. […]

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Preparing for a Drug Test Collection

July 30, 2015 Collections

Our drug test collection site network consists of more than 8,000 locations across the country. To ensure that all donors receive a consistent, high-quality experience, collectors follow the same standardized processes at every location. Strict chain of custody procedures are used every step of the way to help control the integrity of the specimens and […]

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